clippers | Customer Service Solutions, Inc.

Energy v. Apathy - 4/22/25


I asked a couple friends who are much more scientifically-oriented the question: What is energy?  I didn’t mean E=MC2.  I meant physiologically, what is energy? They described a lot of things that sounded really good, yet far too advanced for my non-medical mind. Part of the reason why energy is of Read more

Prep Enough to Personalize - 4/15/25


Everybody loves Howie.  He is an account rep for the local air conditioning and heating company.  When I say Everybody loves Howie, I’m definitely talking about the customers.  His co-workers love him too, but customers are especially fond of him.  They seem to really enjoy their conversations with him, Read more

Get Your Customers to Brag, Not Bolt - 4/8/25


Here are two customer retention concepts that we discuss with some sports clients: BIRG and CORF.  BIRG is Basking In Reflected Glory.  CORF is Cutting Off Reflected Failure. You want BIRG.  You want the customers feeling so good about your organization that they want to be a part of your Read more

Narrow Your Focus to Seek Excellence - 4/1/25


You’ve probably heard companies use phrases such as: “We want to go from being good to great.”  Maybe they’ve said: “We strive for perfection, and although we’ll never reach perfection, maybe we can achieve excellence along the way.” These organizations find some kind of a catch phrase or slogan, but Read more

Avoid the Unfriendly Ghost - 3/25/25


Last week we talked about the qualities of “PERKI Customer Service,” essentially what attitudes and actions are characteristics of those who provide great customer service.  This week, let’s take the opposite approach.  What are some of the mistakes that people make?  Maybe these are mistakes of omission or commission; Read more

PERKI Customer Service - 3/18/25


After having worked on hundreds of projects over the years with thousands of thousands of individuals, some things become pretty clear. There are certain traits held by people who are great in customer service.  Look at this list, and do a self-assessment.  Which apply to you? Positive and Patient Do you Read more

It Helps to Downshift - 3/11/25


One of the first tips I heard when I was learning how to drive related to what to do when the brakes fail - downshift.  Shifting into a lower gear can slow down a moving vehicle.  I would explain this in technical terms to you, but considering I’m not Read more

Patience is… - 3/4/25


Patience is a…pain in the neck.  Why is it so hard to be patient?  Those of us who work in customer service know that we constantly have to show patience with our customers.  We’re ready to move to the next step or the solution because we’ve heard this issue Read more

Everybody Doesn’t - 2/25/25


Joey received the compliment, but he was confused.  Paula, his boss, and Joey had their monthly one-on-one meeting, and Paula noted that, although he was new, Joey was already doing a great job!  While there were learning curves on some of the organizational policies and the technology that he Read more

A Simple Phrase to Transform Your Customer Feedback Approach - 2/18/25


I went to a restaurant called Big Ed’s (no relation) in Raleigh, NC recently.  It’s basically country cooking with fantastic breakfast options!  On the menu there was a quote that said: If you enjoyed your meal, tell a friend.  If not, please tell us. That was an excellent statement that embodies Read more

The Approach to Redesigning the Clippers Fan Experience

Posted on in Business Advice, Sports Please leave a comment

Blog 10-22-14Steve Ballmer made billions with the technology giant that is Microsoft, but with his latest massive personal investment (his purchase of the NBA’s Los Angeles Clippers), Ballmer is targeting something where technology is not the focus. According to the article Clippers 2.0 to be big on ‘fan experience,’ Ballmer says, Ballmer is focusing on the fan experience. He’s got a winning team, a top coach, basketball superstars…and he’s focused on…the fan experience. You may ask “Why,” but I’m going to ask “How?”

“You’ve got to think about what things are like in the arena. You’ve got to think about what things are like in the community, on the broadcast and what things are going to be like on the phone, on the go, on the PC, whatever,” Ballmer said.

He’s taking a look at the experience from the customer’s perspective – what do the fans see at the Staples Center? How does the community perceive the organization, what is life like in the community, and how does the community experience the Clippers?

In other words, to gauge the experience and learn how to improve, you must first know your customer and know how your customer experiences the organization.

This is a core concept that is not understood by enough sports organizations. Too many companies take their MBAs, their Doctorates, and their decades of business acumen; then, they decide to assume what would make a great experience, because they know best. They create new product-oriented concepts and push them to the customers, because they’re more creative. They design the perk or the benefit or the marketing scheme, because they’re just smarter.

But those that really know best and really are the smartest do this – they see the business through the customer’s eyes. They identify core customer needs and customers’ decision-making factors in determining whether to come back or spread positive word-of-mouth. They listen to the Voice of the Fan, and they act to give the fan what they desire.

If you’re looking for a smart strategy for building your fan experience, start by surveying and talking to fans, seeing the experience through their eyes.

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