Make it easy to be a fan

Once the customer is interested you have to make it easy for the customer to become a fan (Cannon). They key is to make it a holistic fan experience.  To bring a holistic approach to delivering a great stadium experience can bring teams and fans closer together, at home, on the go, and throughout the year (Deloitte).

To think holistically about experience, the live game experience will be a focal point for fan interaction. Beyond the live game, it will define critical touch points that help define a fan’s holistic journey and add up to a meaningful relationship (Deloitte) It’s important to make it personal: Programs designed to speak to everyone run the risk of speaking to no one. Effectiveness can come when teams pinpoint which characteristics are common to fans in the target segment (What value do they seek? What drives them to engage in desired behaviors? What serves as a barrier to greater engagement?) and focus investment to deliver upon that nuance through relevant touch points, messaging, and experiences. (Deloitte)

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Literature