EPISODE · Dec 4, 2025 · 30 MIN
Blueprinting Fan Journey w/ Ryan Richardson and Stacy McGranor: The Learning Lever | Ep 2
from The Learning Lever · host Stacy McGranor, Ryan Richardson
About the Guest: Stacy McGranorStacy McGranor is the founder and Chief Experience Officer of Blueprints & Playbooks, a customer experience consulting agency, with over 15 seasons driving fan engagement and revenue growth across MLB, NBA, MLS, and NHL organizations. During her decade with the San Jose Sharks, she created the first-ever formal Customer Experience function in professional sports and pioneered strategies that sparked joy for nearly 10 million fans. An Ohio State University graduate with an MBA and Master of Science in Business Psychology, McGranor is a recognized industry thought leader, educator for Rise Sports Collective, and advisory board member for Ohio State's Sports & Society Initiative. Her approach combines analytical rigor with creative empathy to build experiences that transform customers into loyal advocates.------------------------------------------------------------------------------------------------------Timestamps & Chapters:0:00 - Intro: Stacy’s background across NBA, MLS, MLB, NHL6:55 - The North Star: personalization and turning CX into revenue9:46 - Personalization quicksand: common pitfalls and how to avoid them13:00 - Foundational learning moments: first-job training that mattered17:50 - Career advice: read job descriptions; don’t say “foot in the door”22:24 - The future: venues, partnerships, and jobs-to-be-done thinking25:23 - Course reflection: teaching, structure, and learner takeaways28:09 - Wrap: A nod to Ted Lasso, belief, and closing thoughts About RISE:Rise Sports Collective is an innovative EdTech startup dedicated to revolutionizing the Business of Sports. We empower professionals with our cutting edge curriculum, built by operating experts, designed to impart the essential skills, knowledge, and context needed to excel in the dynamic world of the Business of Sports. Resources & Helpful Links:Check Out Our Curriculum: https://www.risesportscollective.com/professionals
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What this episode covers
Stacy McGranor joins Ryan Richardson on podcast to do something most CX conversations skip: explain how personalization actually becomes a revenue driver, not just a buzzword. They break down when personalization helps (and when it derails), how to define what personalization means for your fans, and practical ways to link experience investments back to business outcomes. Stacy also shares career advice for anyone breaking into sports; read job descriptions, chase the roles that give you goosebumps, and stop saying “I just need a foot in the door.” This episode is for operators, CX leads, and anyone who wants learning that’s useful on the job: you’ll walk away with frameworks to make personalization measurable, ideas for future-proofing venues and partnerships, and practical reminders about lifelong learning in the industry. Episode highlights / what you’ll learn: 1. Why personalization must be defined, not just promised. 2. Concrete ways to convert experience investment from cost center → revenue driver. 3. The “jobs-to-be-done” approach for venues and partnerships. 4. Career playbook: how to find the right role and actually progress. 5. Quick wins: small learning moves that make big operational differences.
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Blueprinting Fan Journey w/ Ryan Richardson and Stacy McGranor: The Learning Lever | Ep 2
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