fan relations | Customer Service Solutions, Inc. - Page 6

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

Customer Understanding Leads to Relationship Growth - 2/13/24


We’ve worked with educational organizations at all grade levels over the years.  One special and unique characteristic about the staff who work in these organizations is that there’s a clear intent to know about the students as individuals, to focus on them rather than purely focusing on what’s delivered Read more

Define Customer Service Success Differently - 2/6/24


When I’m watching television, listening to the radio, or listening to a podcast, it’s always interesting when the topic moves to the question:  How can you be a success?  The speakers often discuss the process of becoming a success with the assumption that people believe success is defined by Read more

Care Enough to Give Them a Heads Up - 1/30/24


Nothing bad at all might happen.  Every day in the office could seem like every other day.  Sights and sounds and smells might continue to be the same.  But we have a lot of construction going on around our offices, and the building manager knows the type of work Read more

Be Better than AI Customer Service - 1/23/24


There was a recent CBS Sunday Morning Show story called: How artificial intelligence is revamping customer call centers. The journalist described how artificial intelligence is being used in customer service, and he noted the millions of pieces of information that can be processed in a matter of seconds. There are clear Read more

Recognize the Situation, and Pivot - 1/16/24


The customer has a complaint, or they may have an important question about an order or their account.  You may be talking to them in an emergency room, in the lobby of the government building, on the phone, or in a video conversation.  And in many of these Moments Read more

Sharpen Your Service Delivery - 1/9/24


You work so hard at being responsive and providing high quality information.  You work hard at fixing problems.  But is your delivery…dull? I’m not saying that it has to be exciting, but let’s think of the word “exciting.”  It means that something’s interesting, has energy, is positive.  Just by its Read more

Make Empathy Your Superpower - 1/2/24


I was facilitating a Service Excellence Training class for a Higher Ed client in the Northeast several years back.  As I was walking through the portions of our technique for defusing the angry customer, I talked about empathy.  I talked about accepting responsibility. Immediately, one of the hands in the Read more

Holiday Poem 2023 - 12/26/23


The days are getting longer, The skies are getting brighter. Festivities behind us, And festivities before us.   There’s ups and downs and change coming, And we can’t predict when or where. There’s challenges and joys and opportunities around, Of which you may or may not be aware.   But one thing we know as we look at each Read more

Refresh, Rejuvenate, Refocus - 12/19/23


It’s that time of year.  We’re going 100 miles an hour, and holiday time is upon us.  We not only have all the work to do, but we somehow have less time to do it.  We somehow have other things that are of competing interest, and even though those Read more

Sample a Sports Survey

Posted on in Business Advice, Sports Please leave a comment

When theory moves to practice, it’s always a good thing. As much as we love talking about why and how to conduct client surveys, it’s always helpful to look at actual surveys and pinpoint some key strengths to build into your own tools.

The University of Wisconsin completed a recent survey with season ticket holders (STHs), and there were several positive aspects for you to review so that you can build these into your own STH research:

  • Much of the analysis was based on trending (not every organization is the same, so sometimes the best analysis is against one’s self – over time)
  • Start with the most important data (near the start, they highlight likelihood to purchase and retention drivers immediately in the presentation – again, trending)
  • They sprinkled in sample comments to illustrate the data findings (many people understand data better if there’s a story behind it)
  • It was comprehensive (covering such attributes as game day experience to parking to likelihood to renew to retention drivers and disabilities services)
  • They asked about communication methods/preferences (the survey addressed information sources as well as % of respondents with smart phones, use of smart phones during games, and connectivity).

Issues? They needed more stratification so you could compare answers by customer type or by response. What do students feel v. non-students? What are retention drivers for those married v. those single? What are retention drivers for first year STHs v. those with the Badgers for 15+ years? Luckily, the data is there; they just need to analyze it more fully.

Finally, the presentation was big on overall findings, but it lacked recommendations. It’s the kind of presentation that makes you nod your head and say “interesting” throughout, but at the end you want to ask “Based on this, what are you suggesting we do?”

See this sample sports survey as a fine example of what to ask; now find ways to use the data you gather to make strategic retention and revenue decisions as well as to identify STH-specific retention tactics to employ.

Learn from this Badgers research.

Interested in improving your organization’s fan retention and revenue? See our other blog posts at: http://serviceadvice.cssamerica.com/category/sports/

Learn about our CSS Sports services at: http://cssamerica.com/csssport.htm


When Leadership Creates an Avalanche of Troubles

Posted on in Business Advice, Sports Please leave a comment

The organization needs to improve its culture. Leadership was blind to the issues that were surrounding it and resting on their laurels.

It was obvious that the culture had changed for the worse, leadership was driving in the wrong direction, and the main way to change the culture was going to be to change the people at the top.

So is this a Fortune 500 company? Was it one of the industry leaders in high tech? Was it one of the old-time manufacturers trying to rebound?

No, these organizational issues that sound all too familiar in big business actually were presenting themselves in a professional hockey team.

We are not personally familiar with the Colorado Avalanche and all their issues, so we’re simply noting an article that had its own take on a need for organizational change (Colorado Avalanche: New Front Office Must Show New Direction Quickly). However, the lessons learned still apply. Leadership had issues with player relations, and that impacted fan relations as well as performance on the ice. So the new leadership will need to work to improve those relationships, but the article’s writer noted that the new Team President will “need more than just his word that he cares just as much for the Avalanche (as the local NBA franchise). Actions speak louder than word.”

For any kind of culture change to get everybody going in the same direction, not only does that Vision need to be articulated, but leadership also needs to exhibit the kind of behavior that is expected of others. What leadership in organizations says is only part of what moves it toward the Vision. Look at what leaders’ behaviors really tell you about them and the Vision. Is there alignment or disconnect? Do leaders do what they expect of others? Is there a common purpose and direction?

Before you take that slap shot, make sure you’re pointed at the goal.

Interested in improving team’s Fan Relations and Retention? See more at http://cssamerica.com/csssport.htm


Don’t Wait Until Losses Mount to Tell Fans You Care

Posted on in Business Advice, Sports Please leave a comment

It’s even happening to the Boston Red Sox, and the fallout isn’t good.

Season ticket renewals are dropping fast this season (about 10% below last year), and the Red Sox are reacting with a massive amount of phone calls and offers to try to retain or resell lost season ticket holders (STHs). Leadership and a player are joining staff and interns to call STHs to try to get them to renew. In the article Many Red Sox season-ticket holders fleeing now, the writer interviews STHs and notes how the team didn’t contact several of them either prior to cancellation or afterward.

This rings of a situation where the organization wasn’t proactive in developing relationships, anticipating issues, and launching plans to address the expected concerns. With the team not being “likeable” according to some STHs, losses on the field mounting, and the secondary ticket market drying up, there are few things left which a professional sports team can control that impact renewals. But one of those controllable attributes is relationships with the fan base, and it appears the organization was too reactive, too incomplete, and too misguided to be effective.

In a comment posted on the article, one STH noted that he didn’t get a communication after canceling his tickets ($5,000 for 2 season tickets). However, he did get an e-mail sales offer to buy an upgrade to a suite at $28,000 per seat. So – in effect – the team didn’t care enough about the STH to try to retain, but they thought they could upsell the STH anyway? In a word…crazy. But it’s also all-to-typical in professional sports.

Season ticket retention involves relationship-building, and it requires a long-term mindset. You have to be able to gauge renewal likelihood long before the notices go out. And you have to have a plan to ensure you are contacting those most at-risk of non-renewal. In addition, upsells are easier if you have a strong relationship, if you know your STHs better.

So don’t just wait until the losses mount to tell fans you care. Make it a part of every season, every encounter, every survey, and every business-building strategy.

Interested in improving your STH retention and Fan Relations? See more at http://cssamerica.com/csssport.htm