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Mark Bradley

Writer and consultant.

Mark Bradley places focus on the customer and underscores the need for truly great customer service. He has become a prominent name in speaking circles, largely due to his engaging manner, popular customer service travelogues, and his detailed story-telling. He has helped sports teams, businesses, and other organisations achieve better results through improved customer relationships.


Mark Bradley is a writer, consultant, and business speaker, whose engaging, detail-rich story-telling approach brings customer experiences to life.

Mark’s extraordinary customer service travelogues “Inconvenience Stores” from 2005 and “Retails of the Unexpected” from 2008 have described the deficiency of customer service in the UK using his own experiences, and these, as well as his humour and his appealing manner make him a popular choice on the speaking circuit. He is suitable for a variety of events, as either a keynote speaker, a formal business speaker, or as an after-dinner entertainer.

A former lead assessor for the Unisys/Management Today Service Excellence Awards, Mark believes in the simple premise of using real customer experiences as the catalyst for change, leading him to establish The Fan Experience Company, which helps sports clubs (especially in football) increase attendances and fan loyalty.

Mark also developed the Football League’s Family Excellence Awards, specially designed to help clubs attract more family groups, leading to a 12% increase in attendances in its first three years – and increase of about two million people.

The Guardian acknowledged this as the catalyst for the massive change in family provision at UK football stadiums. Likewise, Cardiff City, acknowledged as the European benchmark for supporter engagement, attribute their shift in attitude to Mark’s initial guidance.

Mark has worked with the Football League, the RFL (Rugby League), the Football Association (the FA), the Scottish Professional Football League (SPFL), the Premier League, the Football Association of Ireland, the FA Women’s Super League and several different sports clubs, including recent projects at Leeds Rugby, Liverpool, Sunderland, Middlesbrough, Cardiff City, Doncaster Rovers, Crawley Town, Huddersfield Town, and Port Vale.

Mark also works with other organisations where the customer relationship is non-standard; e.g. academia, social enterprise, charity retail, and the cooperative movement.


    Keynote Topics:

    • The Business Case for customer service
    • Why companies get customer service so wrong
    • Seeing your business through the customer’s eyes
    • Future-proof your customer service
    • Customer service / Customer experience
    • Service excellence / developing a USP
    • Employee motivation / engagement
    • Sports fan consultation & engagement
    • Sports marketing
    • Growing sports attendances
    • Attracting new supporters
    • Complaint Management
    • Leadership, vision and value in modern organisations
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