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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

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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

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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


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Build Strong Customer Connections - 8/6/24


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Running Late in the Rainstorm - 7/30/24


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


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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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ESPN Study – Rankings for Fan Relations – What it gets wrong

Posted on September 27, 2012 in Business Advice, Sports Please leave a comment

ESPN’s annual Ultimate Team Rankings study includes a Fan Relations component. ESPN has fans rate their team’s Fan Relations based on this definition: Openness and consideration toward fans by players, coaches and management. While ESPN is right in that some of general Fan Relations is impacted by the player/coaches/management (and – these days – the replacement referees), there’s so much more than these groups and their “openness and consideration” that truly impacts relationships with fans.

We’ve worked with clients in the NFL, NBA, NHL, and MLS among other leagues, and typically the work is focused on Fan Relations. But the people driving much of Fan Relations are on the business operations side. They’re the ones who sell, service season ticket holder (STH) accounts. They’re the ones who field issues from those generating the majority of the ticket revenue annually. They’re the ones whose impact is significant on the STHs, in particular. They are the ones who study the concerns, get down to the root causes, and identify solutions in tickets, benefits, game day operations, game entertainment, STH events, and more operational services. In other words, these staff drive much of the true relationships with the teams.

When you study Fan Relations, you have to study what truly drives retention and renewals, what truly builds relationships, what truly resolves issues. So you have to have fans evaluate these services and staff.

ESPN provides a lot of great research, but when it comes to gauging Fan Relations, they have to do a better job of targeting STHs and ensure they study what drives revenue and renewals.

Interested in improving your sport’s team Fan Relations? See more at our new website! http://cssamerica.com/csssport.htm

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