Why focus on Customers?
... because Customers always have a choice in how they support their club!
Over the last 20 years professional sport has become a huge part of consumer lifestyles. Whilst we cannot all be participants, we can all be spectators. However, competition for disposable income is high and clubs now find themselves competing with many other consumer markets for their share of the supporters income. A fan can now easily watch the match 'down the pub' live on TV rather than coming to the ground.
Whilst professional Sports Clubs are definitely now run as businesses, some do not have the same attitude to Customer Service as the alternative providers that they are competing against. Too many just expect supporters to religiously turn up week in week out solely to watch the spectacle on show.
The clear risk is that if clubs do not match the expectations of supporters in providing Customer Service - then their future incomes may fall.
Valuing the supporter as a Customer
Does your club see Customer Service as purely reactive - seeking to resolve issues after the event? The alternative is to see Customer Service as the opportunity to prevent the issue happening in the first place.
Organisations that “Value their Customer” are always going to have an advantage over those that do not for two reasons:
- They understand that customers have a choice to spend their money in their organisation or not and that this choice is influenced by the ease of transaction plus the pleasure of the match day experience.
- They measure the Customer Experience so that improvements and enhancements can be made, reported on and evaluated.
Can you afford to get left behind in how you provide Customer Service and risk being 'red carded' by your supporters?
If you are interested in knowing more about how RXP Spectator Sport can help you in any of these areas then please Contact Us.
