Experience Matters

MAY 2, 2018

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®.

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Sports Report Consumers Groups 120

Experience Matters

SEPTEMBER 12, 2015

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.

Sports 266

Sports Consumers Study Groups 266

Experience Matters

MARCH 13, 2016

This week, I made my 5th annual pilgrimage to the MIT Sloan Sports Analytics Conference, As always, I really enjoyed hearing players, owners, general managers, members of the press, and experts discuss two of my favorite topics: #sports and #analytics. Customer experience Sports analytics MIT Sloan Sports Analytics Conference MLB NBA NFL NHL

Sports 172

Sports Conference Management Customer Experience 172

Experience Matters

MARCH 1, 2015

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.

Sports 258

Sports Conference Entertainment Social Media 258

Customer Bliss

MAY 23, 2017

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.

Sports 181

Sports Hospitality Industry Advertising 181

360Connext

NOVEMBER 2, 2015

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 […].

Sports 203

Sports How To Consulting Video 203

Experience Matters

SEPTEMBER 24, 2017

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.

Sports 129

Sports Customer Experience Customers 129

Beyond Philosophy

SEPTEMBER 26, 2014

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 139

Sports CEM Marketing Analysis 139

Smarter CX

MAY 31, 2018

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.

Sports 52

Sports Analysis Training Connections 52

Chattermill

SEPTEMBER 16, 2018

US Open 2018: Can Amazon Ace Live Sports Broadcasting? Despite spending $40 million on a five-year deal Amazon failed to ace it’s first exclusive coverage of a live sporting event. by Sam Frampton. on 17 Sep 2018. Amazon. US Open. CX Insights.

Sports 52

Sports Customer Centricity Feedback Marketing 52

Customer Bliss

MAY 23, 2018

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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Sports Customer Experience B2C Ecommerce 219

AskNicely

MAY 16, 2016

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 195

Sports Net Promoter Score Metrics Measurement 195

Avaya

JUNE 1, 2017

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.

Sports 73

Sports Technology Engagement Wireless 73

Forrester's Customer Insights

JULY 25, 2018

Over the past few years, companies in all markets have embraced digital transformation, whether it is financial services finding new mechanisms to engage with customers or manufacturers adding sensors and other data collection components into their operational processes.

Sports 29

Sports Financial Data Engagement 29

Heart of the Customer

AUGUST 4, 2016

The post CX is a team sport. You wouldn’t play soccer without your forwards. You’d never try basketball without guards. So why do so many teams try to win at CX with only a partial team?

Sports 90

Sports Insurance Retail Company 90

Natalie Petouhof

APRIL 5, 2016

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.

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Sports Connections Video Technology 56

Think Customers

SEPTEMBER 29, 2016

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.

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Sports Innovation Advertising Video 98

Heart of the Customer

FEBRUARY 4, 2015

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?

Sports 95

Sports Customer Experience Customer Journeys Culture 95

Beyond Philosophy

SEPTEMBER 26, 2014

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 78

Sports Marketing Consumers Data 78

Beyond Philosophy

SEPTEMBER 26, 2014

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 78

Sports Marketing Consumers Data 78

Smith+co CX

JUNE 9, 2016

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?

Sports 36

Sports Culture Case Study Employee Experience 36

Helen Dewdney

JANUARY 18, 2016

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.

Sports 49

Sports Retail Tips Policies 49

Quadient

NOVEMBER 15, 2017

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

Sports 40

Sports Customer Experience Customers 40

Experience Matters

MARCH 17, 2016

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 […].

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Sports Conference Data 178

Experience Matters

SEPTEMBER 11, 2016

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 […].

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Sports Consumers 157

Vision Critical

JANUARY 26, 2017

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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Sports Tips Entertainment ROI 184

Think Customers

APRIL 6, 2016

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.

Sports 52

Sports Trends Marketing Customer Engagement 52

Experience Matters

MARCH 27, 2017

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.

Retail 129

Retail Sports Industry Survey 129

ijgolding

SEPTEMBER 26, 2016

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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Sports Measurement Employee Engagement Retail 143

Customer Interactions

FEBRUARY 21, 2014

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.

Sports 30

Sports Measurement Tips System 30

Bob Hayes

MARCH 22, 2015

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 ).

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Sports Study Culture Metrics 96

Natalie Petouhof

MARCH 17, 2018

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?

Travel 52

Travel Transportation Government Sports 52

Customer Enthusiast

OCTOBER 2, 2017

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”?

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Sports Loyalty Programs Retail Course 65

Avaya

AUGUST 21, 2017

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.

Entertainment 74

Entertainment Social Media Innovation Sports 74

Verint

JANUARY 23, 2018

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.

Feedback 26

Feedback Case Study Study Groups 26

Avaya

MARCH 1, 2017

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.

Entertainment 68

Entertainment Sports Social Media Innovation 68

Helen Dewdney

JANUARY 10, 2017

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.

Sports 50

Sports Tips Advertising Travel 50

MaritzCX

FEBRUARY 3, 2015

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

Sports Marketing Healthcare 260

MaritzCX

FEBRUARY 3, 2015

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

Sports Marketing 260

MaritzCX

FEBRUARY 3, 2015

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

Sports Marketing 260

Michel Falcon Experience

FEBRUARY 20, 2015

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.

Sports 127

Sports Employee Experience Customer Experience Customers 127

MaritzCX

SEPTEMBER 12, 2017

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.

Conference 260

Conference Sports Industry B2B 260

QuestionPro Audience

MARCH 30, 2018

Many sports fans claim the only thing that gets them through the tedious month of March, when spring is so close you can taste it, is the NCAA Men’s Basketball Tournament, better known as March Madness. The Madness of March.

Brands 230

Brands Sports Consumers Advertising 230