Jesse Cole

It's so hard to do something that might fail.

And we are willing to fail every single night by putting ourselves out there because we know we're going to learn faster to get better for our fans after that.

There's a formula for fandom.

And I mean, she had it in the book.

I think fun is a little bit more complex.

But for fandom, what we realize, and again, what did Steve Jobs say?

You connect the dots looking backwards.

It's hard to connect the dots moving forwards.

And so we didn't know this when we started.

But when we started looking back on how we were able to create fans, we realized the starting point of all innovation and creating fans is to eliminate the friction.

And if you look at any company, you know, you look at what Netflix did to Blockbuster, what Uber did to the Cavs, any company that really creates fans in the beginning, they look at all the friction from a customer point of view, put themselves in their shoes and eliminate it.

And so for us, the friction was baseball too long, too slow, too boring.

You get nickel and dimed.

You know, there's ads everywhere and we eliminate all that.

So that's where it started.

So first step, eliminate friction.

The second one.

entertain always.

We look at mapping the perfect experience.

So reverse engineer, what is a five-star experience?