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4 Actions for the Customer - 9/10/24


One way to look at the difference between proactive and reactive is that proactive is something that’s often done before it absolutely has to be done.  Maybe it’s something done that really doesn’t have to occur, but your professionalism takes over, and some action or communication that you know Read more

Don’t Kick the Problem Down the Road - 9/3/24


The error was obvious.  Shania is a clerk at a local government office, and she could tell that something was wrong with the permit request.  She was about to reject the request because the address was invalid. If this would have been handled like the normal process, Shania would have Read more

Reflect the Best of Your Customers - 8/27/24


When Alice walks into a business, whether it’s a restaurant or government building, whether it’s a Goodwill or a grocery store, she has a certain way about her.  She’s the customer, and it’s not unusual to hear her say to the employee:  Thanks for being here today! It’s not unusual Read more

Create Your Personal Motto - 8/20/24


Take a look at these mottos: It’s the real thing. Just Do It. Have it your way. Betcha can’t eat just one. Breakfast of champions. Do you know the companies?  The answers are at the bottom of this tip. So why am I asking you about mottos?  And why do almost all of them make me Read more

Create MAGIC with Your Customers - 8/13/24


Years ago, we worked with the Orlando Magic in the NBA, and they needed more consistency in their customer service – they needed a standard of engagement with the fans and their account holders.  They were trying to identify the “Orlando Magic Way” – their desired customer experience with Read more

Build Strong Customer Connections - 8/6/24


We’ve worked in health care, education, local government, finance, pro sports, and many other industries.  And while our clients’ customers are often different, their specific scenarios for engaging those customers are different, and policies and procedures are different - there’s one thing that is pretty similar.  And that is Read more

Running Late in the Rainstorm - 7/30/24


The mom was a little panicked.  She had just left work and had run into an unexpected popup rainstorm, and traffic had come to a halt.  She was on her way to pick up her 4-year old at childcare.  The facility had a policy of charging a fee for Read more

Use AI to Improve Your Performance - 7/23/24


Many companies are integrating Artificial Intelligence (AI) into some aspect of their business.  This could greatly change how they operate, how they communicate with customers. This AI wave reminds me of a story from 20+ years ago when a stock brokerage firm launched a new website that greatly enhanced the Read more

The New Burger Experience - 7/16/24


Floyd loves a good hamburger. Any chance he gets to try a new spin on an old standby, he takes it. Recently, a burger joint opened near his house, and Floyd was very excited! It was owned by and named for a world-renowned chef, so it had to be Read more

Boost Customer Happiness - 7/9/24


There’s a cooking show that a friend of mine watches, and the premise is all about reverse engineering food.  They may take a Reese’s Peanut Butter Cup, analyze it, and determine the ingredients just by tasting it.  Then they figure out a recipe.  The cook will try to make Read more

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Developing Fan Relations During COVID-19

Posted on May 19, 2020 in Business Advice, Sports Please leave a comment

As sports teams and organizations across the world are gearing up to start play without fans, these same organizations are also determining what that fan experience is going to be when fans start attending again.  Many sports organizations are focused on locking in revenue from existing fans – keeping those season ticket payments coming in on schedule – or more operationally looking at how the facilities and the fans can be kept safe and healthy.

But there’s a middle ground between today (when teams are trying to lock in revenue) and that time when the first fans walk back into the arenas.  That gap between the financial rush now and the facility rush weeks or months from now is a huge gap in time.  That gap needs to be filled with relationship-building efforts.  That lapse in onsite engagement is something sports organizations need to view strategically as an opportunity to learn more about their fans, develop relationships with their fans, and provide value to their fans.

“Sports organizations need tailored Touch Point Plans to individual fans and fan types right now“

 

We’ve provided fan retention consulting and research services to sports organizations since the early 2000s, and we’ve found that too often sports organizations get stuck in the mindset only focused on sales and marketing, exclusively using push communications.  But this COVID-19 world requires a longer term mindset.  It requires an understanding that relationships need to be built even when that fan is not experiencing the event itself.
 
Sports organizations need tailored Touch Point Plans to individual fans and fan types right now.  Those Touch Points should be minimal on sales and marketing, and instead maximizing focus on providing information of value and asking customers questions so you can learn about them, their mindset, and their situations.

Get to know your individual fans better now, at this moment.  Get to know how they’re feeling and how those feelings are trending over time.  Understand their anticipated behaviors, and begin addressing those barriers to return…now.  Don’t create your operations in a vacuum, and assume that an open facility will be filled with the same fans that were there months ago.  Get moving on Fan Relationship Development.


Find Assets that Build Fan Affinity

Posted on September 30, 2016 in Business Advice, Sports, World of Customer Service Please leave a comment

blog-9-30-16What do football fans care about other than winning?  Lots.  Some care about having a kid-friendly environment, some care about being treated special – that customer care, and some care about food!

To some it’s the halftime show and to others it’s knowing the direction of the team – hopefully a positive direction.

So it’s important to highlight an organization like the University of Kentucky as noted in the article UK football season ticket holders tour practice facility.   They didn’t get to tour the Chancellor’s office or take home any championship trophies; it was JUST a practice facility.

But to some fans, it was something special, unique for them, something that shows the direction of the team, something that proves a future investment, something that tightens that relationship with the program.

So what are your organization’s assets?  What are those events, activities, facilities, or awards that could be leveraged to build relationships and make the renewal process flow easier?

You can’t control what happens on the field, but you can control much of what else drives relationship and renewals with STHs.

Find your organization’s assets, and use them to make fans feel special.

Want more ideas?  See what CSS can do for Sports Organizations at:  http://cssamerica.com/sports 


How to Avoid Refunding Fans

Posted on January 29, 2015 in Business Advice, Sports Please leave a comment

Blog 1-29-15The New York Knicks are terrible – 9-37 as of today. And with the highest ticket average ticket prices in the NBA at almost $130 per seat per game, fans aren’t happy according to a recent New York Times article. Many even want refunds! Yet, the Knicks repeatedly report attendance near capacity. How? To a large extent, it’s about supply and demand. But most sports organizations are not located in a city of over 8 million people, so when the product on the court (or field, pitch, track, or rink) is terrible, what can be done? This is when the season ticket service and sales representatives of the world have to focus on what they can control. Here are some things that reps can control, which have nothing to do with the team’s performance:

  • Your relationship with your accounts
  • Your knowledge of their renewal drivers
  • Your knowledge of which of your organization’s services, information, programs, and solutions can address those drivers
  • How often you reach out to them personally
  • How you reach out to them personally (preferably in the way your client prefers)
  • Your understanding of how they’re leaning toward renewals
  • Your understanding of their favorites – players, visiting teams, aspects of the game experience
  • Your knowledge of why fans of similar profiles have left in prior years
  • Your knowledge of their share partners
  • Your knowledge of what benefits are most important to them – and which are irrelevant
  • Your understanding of how they use their tickets
  • Your knowledge/skills about how to deal with the irate customer

What’s the key takeaway?

You can’t control the play on the court. But your knowledge of your account, your personal skills, how/when you communicate with your clients – those are all things you can control. It’s very easy (and understandable) to look at the play on the court and be frustrated. To get over the frustration, focus on what you can control. Work on your knowledge, skills, and communication with clients.

Build yourself up to build renewal rates.

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