What are the best ways to maintain fan engagement and loyalty during a crisis?

Crises lead to cancelled tournaments which further lead to unhappy Team management, Players, Sponsors, Organisers, Service providers and Fans. But interest levels in the game remain high. With everyone being grounded (no pun intended) at home during the crisis, Teams can through their mobile app utilise remote content acquisition solutions to have interactive sessions/programs periodically between players and fans live and in realtime. Producing these programs will be a very small fraction of broadcast programs of a similar nature. The above series/theme can be sponsored by the regular Team/Game sponsors thereby ensuring brand visibility, continuing engagement, program viability (not necessarily in that order).

To maintain fan engagement and loyalty during a crisis, consider these strategies: Communication: Keep fans informed with transparent updates. ?? Digital Content: Engage fans with virtual events and interactive content. ?? Community Support: Participate in charity initiatives to show solidarity. ?? Fan Involvement: Encourage fans to contribute ideas or content. ?? Personalization: Tailor communication to individual preferences. ?? Flexibility: Adapt policies to accommodate fans' circumstances. ?? Long-term Vision: Focus on building lasting relationships beyond the crisis. ?? By adopting these approaches, you can keep your fanbase engaged and loyal even in challenging times.

Transparent Communication, openly share information about the crisis and how it affects your business, be proactive in addressing concerns and providing updates,for instance, Airbnb displayed transparency during the COVID-19 pandemic by implementing a policy that allowed guests to cancel and receive a full refund,this transparent approach helped maintain trust and loyalty among their user base.

Have to get out in front of it, be honest. The truth always comes out, eventually if not immediately. Fans feel an emotional connection to your team, like an intimate relationship. Don't lie to them.

Start by thinking about what the crisis is and how you can make one message known to everyone. The fewer responses the better. Think about the team and know that you might lose some fans in the process. Understanding the crisis meaning to have all of the information available to report that you can report and disclose the process of dealing with the crisis. Using the overall Crisis Management team and trying to present all facts and knowledge about it is crucial in the development into dealing with a Crisis. One press conference is enough to handle all of the crisis management process and working with fans to ensure this will not happen again and help take care of the company and fans is just as important.

Create online events and fan Interactions, by host live Q&A sessions with players, coaches, or team management through platforms like Instagram Live or Facebook Live, organize virtual watch parties for classic matches or live-streamed events, allowing fans to connect and share their experiences in real-time. Additionally, consider hosting trivia nights or fan contests with exciting prizes, creating a fun and interactive atmosphere. Manchester United hosted live Q&A sessions on social media platforms, where fans could submit their questions for players and have them answered in real-time. This direct interaction with the players helped maintain a strong connection between the club and its fans.

The Team’s app/online series of player-fan engagement periodic sessions could be on: * Player Focus - personal facts, what were their hardships, learnings, mantras for success, non-playing days’ exercise routines, likes and dislikes, peek into their home, meal time with family.? * Team travel stories- likes, dislikes, souvenirs collected...

Crises demand innovative fan engagement. Foster connection with live Q&As & polls. Offer exclusive content like behind-the-scenes glimpses & virtual tours. Encourage fan ideas through contests & forums. Gamify challenges & donate proceeds to relevant causes. Turn crisis into opportunity to build a stronger, more loyal fan community.

In times of crisis, providing alternative content becomes crucial. I've always enjoyed watching classic films on DVD, particularly the insightful commentary from actors, directors, and producers. This concept can be applied to sports during a crisis. Envision a scenario where fans watch a classic Lakers game alongside Magic, Worthy, and Pat Riley. Picture them sharing thoughts on play calls, substitutions, and defensive strategies with younger icons like Kobe and Shaq. This sustains fan engagement, attracts new followers, and serves as an educational platform. It's a unique way to bridge generations and create a shared appreciation for the team's history while actively engaging the fanbase during challenging times.

Think outside the box. Again, put yourself in your fan’s shoes! What aren’t you doing that, as a a fan, you’d like to see! Q and A’s, zooming opportunities with team, coaches, former players, anything ‘cool’ that you’re not doing.

Establishing fan advisory boards or committees allows you to directly involve fans in decision-making processes. These boards consist of passionate fans who provide feedback, suggestions, and ideas on various aspects of the team or organization. Their insights can help shape important decisions and initiatives, Manchester City FC established a Fan Consultation Group comprised of representatives from various fan groups,this group meets regularly with club officials to discuss important matters, including ticket pricing, matchday experiences, and community initiatives,by involving fans in decision-making, Manchester City ensures that the fan voice is heard and considered in shaping the club's policies.

Engaging fans in decision-making and problem-solving is key to maintaining fan involvement. In terms of game strategy, the planning involved in building a championship team—from crafting a competitive roster to evaluating collective strengths and weaknesses and developing strategies—can be partially shared with the fanbase. The business aspects of the game provide a unique opportunity for fan involvement. Allowing them to share insights on decision-making processes, marketing strategies, or potential collaborations opens up a dialogue that fosters a sense of ownership and connection. This approach deepens fans' understanding of the intricacies of team management and creates a more invested fanbase, enhancing engagement and loyalty.

As mentioned, depending on the nature of the crisis, it may be appropriate to more actively involve supporters by seeking advice, opinions or suggestions. Care, however, should be taken to avoid an appearance of being out of control or depth! Supporters will appreciate strong management during a crisis, but some “reaching out” may allow supporters to feel involved without them losing confidence in the management. This engagement would need careful thought and execution and the most appropriate form of contact will depend very much on the particular crisis bring managed.

Host an online town-hall / open-house style session on * Lessons from the Team’s Worst 5 matches - what went wrong, what could have been done at every stage - from various perspectives and experts - fielding, batting, bowling, strategy, coach, team composition, etc. with fans posing questions (sanitised) in realtime + other/competing/winning Team’s members (Captain, Coach, etc.) also providing additional inputs.

However, it is important to emphasize that fan involvement cannot only accompany positive developments. If fans feel that management decisions are being made over their heads, negative reactions could occur. It is therefore crucial not only to ask for opinions, but also to communicate transparently and involve fans in the decision-making process. This not only creates understanding, but also a shared responsibility for the challenges that a sporting crisis brings with it.

In challenging times, the dedication and loyalty of our sports fans are truly remarkable,to nurture their unwavering support and maintain their engagement, it's important to recognize and reward their commitment, we can do it in manyways like :- - Organizing special fan events or experiences can create lasting memories for our loyal sports fans. - Let's give our loyal sports fans the recognition they deserve by featuring them in shout-outs on our social media platforms or website. By sharing their stories, their unwavering love for our team - We can express our heartfelt gratitude by sending personalized messages or handwritten thank-you notes to our loyal sports fans. And more

Some form of engagement with supporters during a crisis is important but the precise nature of this needs to be carefully tailored to the particular circumstances. At a minimum, however, open and honest communication and keeping supporters well informed will be vital. Part of this process might usefully include emphasising the importance of supporters getting behind the club and making clear your appreciation of their ongoing support. Some form of formal recognition of thanks would be a strong way to underline this appreciation, as would ongoing formal contact during and after the crisis. Regular Fans Forums might be a good way to foster and develop ongoing close engagement.

Through the Team's app, host online * Team Match Quizzes: With prizes for fans to qualify for next membership level - wherein each membership level gets exclusive/additional benefits - memorabilia/ preferred seats/ season passes/ player-fan engagement opportunities * Speak with your favourite player for 5 minutes (face-to-face/one-on-one). Content sanitised in advance. Need to be Platinum level fan.

Again, think outside the box. In-field catch, BP, open gates half hour early. Show them the back of house. How things really get done. Event prep! Most people have zero idea how the sausage is made.

During the pandemic, my team worked with the German Football League (DFL) to improve fan engagement when stadiums were empty. We focused on leveraging tech to deliver immersive experiences for fans, despite the physical constraints. One key initiative was the new Bundesliga match facts powered by AWS, such as 'Shot Efficiency' and 'Passing Profile', leveraging AI and analytics capabilities to provide deeper insights into the dynamics of the game. These statistics were made available during live broadcasts and through the Bundesliga app, helping fans understand the nuances of player performance and game strategy from the comfort of their own homes. It kept fans connected and engaged during times when traditional fan experience was disrupted.

Stay in contact with other local and regional professional and college teams regardless of the sport. Connect and relate. Use each others followings to connect to new future patrons. Use each others staffs to learn. Let your fans know the new lengths you’re taking to learn!!

In continuation to my posts above, hold an online * Fan-as-a-Commentator competition: Show parts of matches and have registered Team fans (after appropriate filtering and shortlisting) comment on the same in their language as part of a multi-level competition - to showcase knowledge of rules, statistics, communication skills, verve, etc. Winning this could lead to a part-time commentator role for Online/ App/ Watch Party for each language - benefitting the Team, the fans, and the game as a whole.

To wrap up, these very cost-effective, high RoI, online interactive engagements can ensure (a) value for all concerned and (b) that the positive mindshare of the Team, sponsors, management, players and fans is maintained during the entire crisis period.