CSS Sports Services
If requested, CSS can also work with the client to create a sophisticated tracking system for managers used to set and manage Touch Point goals for staff (what touches, how many, for which types of clients, and when they should occur throughout the year).
Our combination of management and staff interviews, review of corporate documentation, analysis of databases/systems, and evaluation of retention and sales performance over time enables us to evaluate current performance and map out a detailed plan for systematically improving retention and sales.
Along with Service Excellence techniques, the training also addresses how to cross-sell and up-sell fans once strong relationships have been developed. Staff learn the Fan Relationship Development Model – which offers client retention and growth strategies and tactics in a comprehensive and systematic way.
The results enable CSS to identify current STHs at-risk of non-renewal based on former STH exit reasons. Our proprietary methodology helps to garner a high response rate, STH-specific results, and a plan for improving renewals.
We link specific responses to specific accounts in our surveys, thereby allowing you to customize relationship development efforts and actions to the individual account holder.
We then devise a Targeted Retention Plan for just those STHs. The Targeted Retention Plan is a combination of personalized messaging, personal contacts, and targeted offers directed at the at-risk fans.
Other CSS Sports Services
- Mystery Shopping – In-game
- Mystery Shopping – Telephone, E-mail, Web
- STH Focus Groups
- STH Surveys – Design/Delivery/Analysis
- Account Representative Personalized Portfolio Management Consulting
- Season Ticket Services Organizational Assessment
- Service Excellence Training – Outside Partners
- Service Excellence Training – All Staff/Leadership