MEETING NOTES

Shelli Alexander introduced the Chairman and Owner of the South Bend Cubs, Andrew Berlin as our program speaker.  Andrew explained that he is in the Memory Business.  It just happens to be located in a baseball facility.  He said he is in competition with all leisure activities and to keep baseball fans coming back for more is to provide fun, safe activities to engage all age groups.  The Four Winds Field now has a splash park for the kids, Tiki bar for the adults, the Team Store for everyone, and upgrades to the food.  Andrew related that they researched the most successful products and practices throughout the country and brought some of them to South Bend, like flying in the Fenway Franks because they are the best hot dogs.  Andrew and our South Bend Cubs are determined to make each and every experience a memorable one.  They have improved the satisfaction ratings from an abysmal 13% in 2012 to 73% in 2014 by employing the data and information from Net Promoter to achieve their goals to connect emotionally to their customers by surrounding them with the best staff.  Speaking of the best, the Cubs are the #1 Farm Team in the country with an incredible depth of talent and with their new batting facility open, you too could be batting hardballs next to a South Bend Cub player.  Now that’s “Memorable.”