Crafting the Ultimate Fan Experience: NHL Utah's Innovative Approach

Ryan Smith and Ashley Smith, the new owners of National Hockey League (NHL) Utah team, brings clear enthusiasm to the upcoming hockey season in Utah. As I listened to his interview on the 32 Thoughts podcast I can help but consistently hear him talk about the fan experience.

His venture is more than introducing a new team; it’s about transforming the fan experience into a benchmark for sports franchises. Here's a closer look at how Smith plans to revolutionize how fans interact with hockey in Utah.

Arena Innovations

The journey begins with the arena. Smith is focusing on technology to ensure the arena can host both basketball and hockey without compromising the fan experience for either. He plans to maintain the intimacy and energy of live games, stating,

"We want to actually keep it the same and then figure out how to do it."

This initiative reflects Smith’s dedication to offering a unique and engaging atmosphere for all visitors.

Inclusive Team Branding

Smith is also involving fans in shaping the team's identity, from selecting the team name to deciding on colors and mascots. This approach not only heightens anticipation but also deepens the community's bond with the team. Smith envisions a partnership with fans from the start, noting,

"We've engaged Qualtrics to do it from a survey standpoint to grab all the feedback and run the brackets so it's right."

Community Interaction

More than just assembling a team, Smith is fostering a community spirit. He values community input for every decision affecting the team, extending to game day experiences. Local businesses and fans contribute actively, like by assembling welcome swag bags for new players, showcasing a strong community connection. Smith emphasizes,

"We want the whole community involved. And that's like it's for them as much as it is for us."

Collaborative Team Building

Under Smith’s leadership, building NHL Utah is about cultivating a team culture that echoes community values and fan input. He prioritizes a collaborative approach where everyone’s voice matters, from the players to the fans. This inclusivity helps shape a team that truly represents its supporters. Smith asserts,

"We really wanna know what you care about because we're going to build it all out from scratch."

Conclusion

Ryan Smith’s strategy for NHL Utah sets a new standard for fan engagement in sports. By prioritizing community involvement, innovative arena use, and inclusive team building, NHL Utah is preparing to offer an unmatched fan experience. As the team and community co-create this new chapter, the excitement and support from fans are likely to grow, heralding a promising era for hockey in Utah.

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Nick Glimsdahl is a podcast host, contact center strategist, speaker, and author .

His ultimate goal is to harmonize customer expectations, employee needs, and business objectives, and creating seamless experiences that are unmatched.

Nick is known for his Press 1 For Nick podcast and serves as the Director of Contact Center Solutions at VDS .

The podcast features an impressive roster of guests from renowned organizations such as Chick-fil-a, The Ritz-Carlton, Crumbl Cookies, Zappos, Google, Starbucks, and Disney. Besides, Nick has interviewed best-selling authors, scientists, TEDx speakers, researchers, and even hostage negotiators.