How do you increase customer satisfaction in your sports facility?

Sometimes a touch of creativity can also help to impress your customers. No matter how much data you have to understand your customers, the surprise element can be an excellent ally in captivating them. For example, risking a different initiative, making an unexpected activation, proposing a new experience, or trying something that might lead consumers to discover that what they weren't expecting was exactly what they wanted most, all of which can go beyond the reality of the data to uncover customers' hidden aspirations.

Knowing who our patrons are and what they need in order to have good experiences is key. To find out what makes a good experience in your facility I believe it is important to provide a personal touch. Get to know people on a 1st name basis. Allow them to know you. Most of our patrons are regulars and have grown accustomed to calling me "Coach". It's the personal touch that allows me to receive the information necessary to enhance the experience. Everyone has a different point of view to what makes good experiences, so it is important to be flexible within reason.

AS a retired college and high school coach for close to 40 years I have spent time in numerous basketball facilities all over the world. Athletes want a facility that is clean and professional looking. Spectators want to go to a facility, whether there as coaches evaluating talent or parents watching their kids, that is clean and comfortable and provides spacial ooprtunties to be able to view the games without being in uncomfortable seating or where there is an obstucted view.

Knowing your customer is key. I also believe that one has to be innovative on a continuous basis. It doesn’t create satisfaction to have the same repetitive experience time and time again. Additionally doing tasteless, cheap and nasty attractions can put off a lot of spectators who pay a lot of money to view an event. Complement the event with unique attractions that will invest the audience in the whole experience from outside the venue right to the inside and the main event. Too many stadiums and teams just repeat the same attractions time and time again. It becomes monotonous and the fans or spectators then lose interest or only enter the venue at the last minute which does not bode well for instance on food, beverage and other sales.

Survey is the most important part of any business. Listening to your customers and making sure their needs are acknowledged are very important steps to grow business.

Service orientation is indeed a fundamental characteristic of any sports facility, but increasingly consumers (spectators) want something more than simply to consume products and services, and an interesting proposal is to offer spaces to experience not only the sport itself, but also other activities that revolve around the sporting event. For example, at tennis events, offer a laboratory to teach spectators how to string rackets. Bring consumers to the center of the experience, so that they also leave the event with new skills.

Well, once you know your customer, try to give them all you can, and you should continuosly improve your level service. It's a key to long time relations with customers. Also, in sport management it's very important that your staff was highly involved in sport, that you are representing. They can learn most of the customer needs in they own experience, so they will understand them far more better than usual staff.

In my experience the quality of your staff is your best investment to happy clients, having staff who genuinely want to be in the sports industry, are open to learning, as old school as this sounds, first impressions count & who you are greeted with and how they interactive with your clients will be what people remember, how did you make them feel?

The importance of customer satisfaction is imperative to the growth of your business. By going the extra mile, you can meet and exceed your customers' expectations, leading to increased loyalty and business success. At Badger Sports Properties, we discovered that by knowing our customers intimately and understanding their unique needs, we were able to surprise and delight them in unexpected ways. This approach, such as sending personalized merchandise and autographed items to long-term clients, went above and beyond their expectations, fostering strong bonds and long-lasting relationships. So, remember, to thrive in any business, aim to exceed customer expectations by genuinely knowing and catering to their needs.

As consumer behavior is changing regarding the way they experience sporting events, especially because of the new generation that is increasingly connected to digital devices, in addition to the involving and attractive atmosphere, it is also necessary to translate this quality of experience into the digital world, both for those who are participating in the event and for those who are following the event in their private spaces. This mirror effect between the physical and digital worlds needs to be increasingly seamless so that consumers experience both dimensions with the same degree of engagement.

Creating customer satisfaction extends beyond the fans in the stands. At the New York Jets, we recognized the importance of our "internal customers" - our employees who directly interacted with our external customers, the season ticket holders. I believe that if you care for your employees, they will do better at their jobs. Our service department became our unsung heroes to ensure exceptional service for our loyal fan base. We understood that happy employees equated to satisfied fans. We invested in staff training, encouraged open communication, and recognized their hard work. For example, our service team organized exclusive meet-and-greet events for employees with the players, fostering a sense of belonging and appreciation.

I feel like it's also important to stay up with trends, some people might come to your location to seek out the experience. Take Pickleball for example it has exploded in popularity, so people will be looking for somewhere to try it out for the first time. It's important to be helpful and kind to people who might be trying something out for the first time. Your location might become a hub for them if they feel welcomed and a part of the location.

Look ahead - way ahead, and do not just rely on current fads to be sustainable (ex. zumba/pickleball) to create long-term sustainability and or positive engagement with your customers/encompassing population. Most who are currently utilizing your facility, programs & services, are going to continue - regardless. How do you create positive engagement with those who aren't? Well, you need to get creative. Think outside/inside/above/below the box...what can work in/out of that space, and does it always have to be the same activity/sport/function? NO. Challenge norms. Create greater passive & or free rec opportunities for all in a community to engage (many different ways of doing that). Put the onus on you, not your customers.

The relationship with the consumer doesn't end at the event, because the level of engagement needed to captivate and retain a consumer needs to last as long as necessary until another event takes place. In this case, in addition to the rewards, it is necessary to implement a long-term relationship strategy that establishes active and constant communication that keeps the consumer involved in the various attractions, initiatives or activities that take place between one event and the next. The more personalized, individualized and customized this communication is, the more effective consumer engagement and retention will be.

One of the hardest tasks! You need show, that you really value your customers, not just adding them 0.5% from checkout or something like that. All the perks should be personalised as much as you could. It's possible in these day, using big data and advanced algoritms. Once the customers feel, that you thinks about his personality and not, how much he spent for last years, he will be very grateful.

At Badger Sports Properties, we understood that building a strong customer relationship meant more than just transactions; it required ongoing engagement and feedback. We initiated a practice of regular check-ins with our clients, actively seeking their input and suggestions. This made them feel valued and allowed us to tailor our services to their evolving needs. In return, we devised a customer rewards program recognizing their loyalty and participation. This approach created a symbiotic relationship: clients received benefits and special perks for their engagement while we gained invaluable insights to improve our offerings. The result was a flourishing and enduring partnership built on trust and mutual appreciation.

Technological innovation is now embraced by consumers, particularly when it brings convenience to those attending sports events. Using digital solutions, IT, AI, VR, and other innovations, we can go further by placing the consumer at the heart of the experience. Consumers no longer settle for passivity; they want to be part of the action, co-authors of the narrative. To achieve this, technological tools must involve consumers, enabling them to access athletes' performance, track races, and interact. For instance, an app offering live stats, voting, predictions; virtual reality enabling runners to virtually challenge pros in various scenarios; augmented reality allowing fans to follow extreme sports and send real-time support messages.

We all like to use gadgets, new technologies, AI, etc. But sometimes you should think careful about innovation, some people may want to do things in their own, traditional way. Again - you should know who is your customer. But don't over-innovate anyway.

It's not surprising that monitoring and measuring are fundamental to any business. Peter Drucker once said: "If you can't measure it, you can't manage it". However, all the data obtained through these processes is only useful and important if there is an intelligence process to convert this data into conclusions, and more than that, to use these conclusions as premises to recalibrate, renew and improve existing processes. More important than the data obtained is the strategic planning followed by the concrete action that will transform this information into results, improvements and progress.

Rob Seymour and I will conduct a workshop at the National Athletic Directors Conference in Orlando on December 19th called "Game Day Management from Beginning to End," covering customer satisfaction and security. It would help to balance safety and security with a positive culture at your sporting events.

I think, one of the greatest thing, that you could achieve - when your clients want to become your staff, or work with you because of who you are as a company and what values you bring to this world. Imagine this as on the goals, and many things will become more clear to you!

Creating the best CX for anyone attending a game is paramount in the ever-evolving world of sports and entertainment. The tastes and preferences of sports enthusiasts are continually evolving, driven by a blend of technology and changing cultural norms. From the convenience of mobile delivery for food and beverages to the widespread legalization of sports betting in most states, teams and venues adapt to a more diverse set of desires. Moreover, open stadium spaces provide an inviting atmosphere where fans can congregate, fostering a sense of community. An excellent example is the New York Jets, who successfully integrated a space for sports betting within an open area, promoting fan engagement and overall customer satisfaction.

Boosting customer satisfaction is key for a thriving sports facility. ????? 1?? Feedback Channels: Implement easy-to-use platforms for patrons to share their experiences. 2?? Regular Maintenance: Ensure equipment and facilities are in top condition. 3?? Staff Training: Equip staff with skills to offer exceptional service. 4?? Engage Users: Organize events or classes to foster community. 5?? Adaptability: Stay updated with industry trends and integrate popular sports or activities. 6?? Safety Protocols: Prioritize safety with clear guidelines and regular checks. 7?? Loyalty Programs: Reward regular patrons with discounts or perks.