Customer Experience Transformation to win “Sports Event of the Year”, With Lynn LaRocca – CB52

Customer Bliss

In 2015, Sports Business Journal called The Belmont Stakes “The Sporting Event Of The Year.” LaRocca joined NYRA in 2014 from Modell’s Sporting Goods, the largest privately held sporting goods retailer in the U.S., Episode Overview.

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3 Ways IoT Devices Are Revolutionizing Sports

Smarter CX

Check out these 3 ways the Internet of Things is revolutionizing sports. Professional sports teams have long had enormous resources – both technological (player-tracking cameras, radar guns, analysis software) and human (coaches and therapists) to help players improve their game.

Report: Fan Experience Benchmark: U.S. Professional Sports

Experience Matters

Professional Sports: U.S. consumers’ preferences for watching professional sports on TV. This year, we also examined their experience when attending a live sporting event. Here are some highlights from this research: NFL is the most dominate sport on TV, but MLB has the highest percentage of fans who attend its games. Almost all sports lost TV viewers over the last seven years, with Read More. Professional Sports appeared first on Customer Experience Matters®.

Sports Lessons – How to Turn Customers into Fans

360Connext

For those of us who are sports fans (cough cough, Go Cubs!) The post Sports Lessons – How to Turn Customers into Fans appeared first on Customer Experience Consulting. it’s sometimes weird to hear about our beloved teams as “products.” This term is thrown around a lot by team owners who fight with cities over stadiums and parking lots. In the last few months, I’ve had the privilege of getting an up-close […].

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Head of Fan Experience at Fanatics Shares Why Employee and Customer Experience Go Hand in Hand

Customer Bliss

Fanatics is the world’s largest provider of officially licensed sports gear. In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans.

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Microsoft #Env16: Sports and Digital Transformation of Real Madrid Futbol

Natalie Petouhof

Tweet Sports is the new playing field is the world of business. And fans of the Real Madrid futbol club are some of the most passionate and loyal in all of sport. Real Madrid is one of the most storied futbol clubs in history. Over 113 years, the club has won 116 official trophies.

Technology for 21st-Century, Experience-Driven Sports Fan Engagement

Avaya

The sports experience has become a 21st-Century medley of sights, smells, and experiences. The 2016/2017 season saw an average per game attendance of 69,487 for the NFL, 30,163 for MLB, 21,692 for MLS, 17,884 for NBA, and 17,500 for NHL for American professional sporting leagues.

Why Sports is the Next Digital Innovation Hub

Think Customers

Yesterday at Advertising Week in New York City, MLB, NBA, and NFL executives shared their thoughts on the evolution of customer engagement in major league sports and why they’re experimenting with new technologies from live video to virtual reality.

How Sports Results Affect Our Decision Making

Beyond Philosophy

Edmans and his team looked at over 2,600 sporting games, from football to Cricket to other sports matches and their influence on the stock market returns in 39 different countries.

How Sports Results Affect Our Decision Making

Beyond Philosophy

Edmans and his team looked at over 2,600 sporting games, from football to Cricket to other sports matches and their influence on the stock market returns in 39 different countries.

Off-Topic: NFL Is King of Pro Sports

Experience Matters

If you’re a regular reader of this blog, then you know that I am an avid fan of our New England sports teams: Go Patriots, Red Sox, Celtics, and Bruins! So I periodically take a break from customer experience and write something about sports.

What next for Sports Direct?

Smith+co CX

As Mike Ashley stood before MPs this week to defend his business, it was clear that he didn’t have a handle on everything that was happening within his own company, and the Sports Direct boss went on to admit as much. Is there any hope for Sports Direct internally?

Interview with Laurie Englert – Customer Experience is a Team Sport

Heart of the Customer

The post Interview with Laurie Englert – Customer Experience is a Team Sport appeared first on Heart of the Customer. A new digital experience can make or break success for a manufacturer. But what do you do when you discover that many of your customers’ pain points are analog?

11 Highlights From the 2015 Sloan Sports Analytics Conference

Experience Matters

This week, I attended the annual MIT Sloan Sports Analytics Conference , Once again, I really enjoyed hearing players, owners, general managers, members of the press, and experts discuss two of my favorite topics: #sports and #analytics. Over time, I believe that this data will dramatically change how sports teams evaluate, train, and pay athletes as they better understand what specific skills at each position add the most value to their teams.

Dashboards: Driving Your Business Like a Sports Car, Not a School Bus

AskNicely

The post Dashboards: Driving Your Business Like a Sports Car, Not a School Bus appeared first on AskNicely. Having the right dashboard can revolutionize your business in terms of success and your own enjoyment.

Off Topic: Trump, Sports, And Twitter Usage

Experience Matters

Yesterday, President Trump tweeted about firing all football players who don’t stand for the National Anthem. From my perspective, his comments were inappropriate and divisive. It’s a shame that the President seems tone deaf on the players’ underlying issues. We should be amplifying the peaceful voices for social justice, not trying to shut them down. The reactions was swift, as many NFL players, owners, and others tweeted their opinions.

Customer experience – A weak link sport

Quadient

Over the past 12 months, I have had the pleasure of speaking one-on-one with many customer experience executives regarding the difficulties they encounter in bringing their CX plans to life within their organizations. Unfortunately, many leaders struggle to put their CX plans into practice

Does Sports Direct treat customers as badly as staff?

Helen Dewdney

What do you think of Sport’s Direct reputation? Sports Direct shares continue to tumble largely due to The Guardian’s investigation into the treatment of staff by the retailer. I do not believe that Sports Direct policy is do you? Sports Direct CEO email address here.

Creating the ultimate fan experience in a $1.5 billion stadium: Tips from the Atlanta Falcons and Atlanta United FC

Vision Critical

AMB Sports & Entertainment (owner of Atlanta Falcons, Atlanta United FC and Mercedes-Benz Stadium) knows that the experience in the new stadium needs to match the building’s beauty and grandeur. Customer Experience sports businessPhoto credit: Streeter Lecka / Getty Images.

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Dashboards: Driving Your Business Like a Sports Car, Not a School Bus

AskNicely

The post Dashboards: Driving Your Business Like a Sports Car, Not a School Bus appeared first on Net Promoter Score from AskNicely. Having the right dashboard can revolutionize your business in terms of success and your own enjoyment.

Sports Leagues Eye a Future with Streaming Partners

Think Customers

I remember where I was when the Jacksonville Jaguars were losing to the Buffalo Bills 3-27: in the kitchen, feeding the cats with one eye on my laptop.

Voice of the Employee (VOE) – Would you give your employees a seat at the board table?

ijgolding

Recently, a UK business called Sports Direct decided to take VOE one step further. What Sports Direct have made me think is that whilst Amazon are absolutely right to do this, what about the Employee?! I have been in the world of work since 1995.

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Sochi 2014 will be Remembered for Sporting Excellence

Customer Interactions

Few sports fans want to consider security risks as they embrace the excitement of the Olympic Games. Instead, Russia, its people, and sporting excellence have become the main topics of discussion among the media, largely because of the success of some of the most technologically-advanced security measures ever seen.

A New Flying Car By Google’s Co-Founder Larry Page, Cora

Natalie Petouhof

At the 2018 Geneva Motor Show, the PAL-V Liberty Sport and the PAL-V Liberty Pioneer were introduced. In addition to the $25,000 non-refundable deposit, the Dual Mode Sports Vehicle is expected to retail for $399,000–$599,999. Tweet Remember the flying cars in the TV series the Jetsons?

“Snap out of it!”

Customer Enthusiast

Take, for example, the Dick’s Sporting Goods cashier I encounter last week. competency customer customer experience Customer Service Week Dick's Sporting Goods disengagement enthusiasm indifferenceHave you ever heard someone say, “They don’t pay me enough to do this job”?

Can Analytics Improve your Game?

Bob Hayes

Even sports franchises are getting into the game of analytics. Analytics Adoption in Sports. Analytics Adoption of Professional Sports Teams. ESPN recently ranked 122 sports teams on their use of analytics in running their franchise (see Great Analytics Ranking ).

Off Topic: Young Adults Turn Off Baseball, Turn On Soccer

Experience Matters

One of the things I noticed at this year’s Sloan Sports Analytics Conference is that teams were not as focused on the issue of losing younger fans. Sports MLB MLS NASCAR NBA NFL NHL PGA USTASo I decided to see if there’s anything to worry about. While we don’t have data on kids, we do have lots of data on young adults. I tapped into our 2012 […].

Off Topic: Who Are NFL Fans?

Experience Matters

consumers to look at the make-up of NFL fans, examining the consumers who say they like watching the NFL (and other pro sports) on TV. Sports MLB MLS NASCAR NBA NFL NHL PGA USTAToday is the first Sunday of the 2016 NFL season. (Go Go Pats!) So I tapped into our Q1 2016 benchmark of U.S, As you can see in the chart below: NFL is […].

How to Create a Modern Stadium Fan Experience with a Digital Identity

Avaya

The sports fan experience—the way we consume and immerse ourselves in sports on site, at home, in a pub, pre-season, live, or in retrospect—is interwoven with digital tech. Sports fans are focused and engaged, with instant mobile access to info and entertainment.

Fervent Fans Give Customer Feedback to Verint for Turnkey Intelligence

Verint

Turnkey Intelligence is an independent third-party research firm recognized, respected and trusted by the top entities in sports and entertainment. After doing its homework, the company chose Verint Enterprise Feedback Management as the critical foundation to solicit and capture feedback from more than one million sports and entertainment fans annually.

Will your Gift Cards keep on giving?

Helen Dewdney

Wiggle, Eurostar, Habitat, Ticketmaster, Crew Clothing, Ryanair, Spafinder, O2 Climb, Vue, Westfield Shopping Centre, JD Sports and Restaurant Choice (variety of chains and you can’t even use with any discount promotion either!). Or will they expire before you can use them?! If you‘ve come here after watching the report on The One Show about gift cards, here are some of those tips and more with the links you might need. Plus other useful links at the end.

Jerry Maguire Shakes Up the Health Care Markets

MaritzCX

During the first act of the movie, Jerry was employed at a large, monolithic sports agency, representing some of the big names in pro sports. Yes, THAT Jerry Maguire. The 1996 flick, ‘Show Me the Money!’ ’ Jerry Maguire. Let me explain.

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Jerry Maguire Shakes Up the Health Care Markets

MaritzCX

During the first act of the movie, Jerry was employed at a large, monolithic sports agency, representing some of the big names in pro sports. Yes, THAT Jerry Maguire. The 1996 flick, ‘Show Me the Money!’ ’ Jerry Maguire. Let me explain.

Sports 260

Jerry Maguire Shakes Up the Health Care Markets

MaritzCX

During the first act of the movie, Jerry was employed at a large, monolithic sports agency, representing some of the big names in pro sports. Yes, THAT Jerry Maguire. The 1996 flick, ‘Show Me the Money!’ ’ Jerry Maguire. Let me explain.

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As Avaya Stadium Turns Three, Avaya Kicks Up its Fantastic Fan Experience

Avaya

For 2017, we’re digitizing the sports experience by going ticketless! Ticketless entry is the logical next step in digitizing the sports experience and keeping fans connected from the first touch point to well beyond the last point scored. I’ve always liked things in threes.

MaritzCX’s Brion Scheidel to Speak at Megaputer Analytics Conference

MaritzCX

Between work, family, and other commitments such as school or sports, there usually isn’t enough time to keep up with the nuances of our industry.

Ace Hardware, BJ’s Wholesale Club, and QVC Earn Top Customer Experience Ratings for Retailers

Experience Matters

2017 Temkin Ratings Customer experience 7-Eleven Ace Hardware Advance Auto Parts Amazon.com Apple Retail Store AutoZone Barnes & Noble Bed Bath & Beyond Best Buy BJs Wholesale Club Costco CVS Dick's Sporting Goods Dollar General Dollar Tree eBay Etsy Family Dollar Foot Locker GameStop Gap Home Depot JCPenney Kmart Kohl's Lowe's Macy's Marshalls Michaels Nordstrom O'Reilly Auto Parts Office Depot OfficeMax Old Navy PetSmart QVC RadioShack Rite Aid Ross Sam's Club Sears Staples T.J.

4 Ways Athletes Can Transition From the Arena to the Business World

Michel Falcon Experience

Like me, do you find parallels in business and sports?Growing Playing sports my entire life, I have found many similarities in business and sport.… Growing up I played hockey, soccer, basketball, volleyball, and baseball.

Customer Experience Lessons from a Crew Regatta -

Kristina Evey

But, the reason I bring up the regatta is how essential teamwork is in the sport of crew. I know, I know, teamwork is in all team sports. Crew Takes Teamwork – Just Like CEX. Customer Experience Requires Teamwork. Teamwork was the focus of my weekend recently.

Eroding Customer Trust, One Data Auction at a Time

Think Customers

Sports Authority customers can expect to hear from Dick's Sporting Goods in the near future. Sports Authority, which recently filed for Chapter 11 bankruptcy protection, has sold its intellectual property including about 114 million customers' files and 25 million email addresses to Dick's Sporting Goods in an auction, Los Angeles Times reports.