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.

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.

Trending Sources

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.

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 […].

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.

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?

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.

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?

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.

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.

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.

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.

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.

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.

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.

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 […].

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.

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 ).

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.

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 […].

Podcast: Going to Extremes for Customers, with Sarah Robb O’Hagan

Bain

Sarah Robb O’Hagan , CEO of the indoor cycling company Flywheel Sports , knows this scenario well. More than five years ago, she helped turn around PepsiCo’s multibillion-dollar Gatorade brand when she was president of the sports drink’s division.

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.

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.

What Makes a Successful Customer Experience Leader?

360Connext

If CX were an Olympic sport, it would be gymnastics. I’ve been so fortunate to work with some really great people. Many of these were clients who were charged with leading customer experience change within large companies. There are so many challenges in these positions.

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.

7 Reasons Why Traditional Retailers Are Struggling to Survive

ICC Decision Services

In addition to bankrupt retailers like Sports Authority, many others are closing stores. Traditional retailers' legacy of store success is their biggest challenge. One only needs to look at the headlines to see that many retailers are struggling.

Keeping Up with Customer Insight

Wired and Dangerous

Remember: great listening is a contact sport, not a spectator sport. The campaign season is in full swing! Spend a few minutes listening to the scream of the media and you learn, according to some pundit, that every candidate is a saint, insane, or Satan.

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.

Leveraging Data to Understand Today’s Fans for a Better Stadium Experience Tomorrow

Avaya

Narrowing the scope a bit, look at a single slice of this great big pie by taking a look at what the mobile-first, digital transformation means for the sports and entertainment industry. The Mobile Mindset of Sports. Our interactions are increasingly digital.

Data 30

What’s causing the retail apocalypse, and what companies can do about it

Vision Critical

Companies like Nordstrom, Walmart and Dick’s Sporting Goods actually plan to open more stores in the next 12 months. Others, like Lids Sports Group and Sally Beauty , are re-examining their loyalty programs to lure back customers to their shops.

How smart brands measure customer intelligence ROI

Vision Critical

ESPN , the leader in sports broadcasting, is another great example. The company’s insight community, the ESPN FANography, is composed of sports fans who provide ongoing feedback on everything from marketing and ad campaigns to program content and media usage.

ROI 71

13 stunning stats on the ROI and growth of online communities

Vision Critical

After establishing its FANography insight community , sports broadcasting leader ESPN has been able to bring market research in-house, saving approximately $650,000 in one year. Every company today wants to be customer centric.

Transforming Venues Through Digital Enterprise Practices

Avaya

A case in point is the sports industry, where fans have transformed from viewers to broadcasters. Unfortunately, public Wi-Fi is a promise on which many business and technology leads at sports venues, governing bodies, and clubs have under-delivered.

Which Customers Do You Want to Keep?

ShepHyken

Realizing my purchase was small, I commented, “Maybe next time I’ll see a sport coat or suit I like.” There is an old joke in the dental world that a patient asked his dentist, “Which teeth should I floss?” The dentist answered, “Only the ones you want to keep.” Customer Service is the same.

7 Guaranteed Ways to Lose a Customer

Steve DiGioia

Please remember that a successful business is like a championship sports team. because my loyalty does have limits This original article was written by Steve DiGioia. You failed them again. Be honest – face the facts!

Verint Speakers: Listening to Your Customers in the Digital Age

Verint

Verint’s Kristyn Emenecker, global vice president, product strategy group, will present “Quality Is a Contact Sport: Human Intelligence in an Artificial Intelligence World” on June 5 at 2 p.m. CRMXchange QA & Analytics Virtual Conference. June 5-8; Online Webinar.