Team/Fan Relationships – User Experience as a Function of Sports Marketing

Yesterday I came across a Twitter exchange between several season ticket holders for one NHL team. It started as one Twitter user expressing their displeasure. They had not heard from a new STH account rep after their former rep had left the organization. Several comments later, it became obvious that this was not an isolated incident. The team’s season ticket holders largely feel that there are few to no advantages of being seat holders, not even exclusively related to the service from their reps. Later the same day, my best…

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Location, Location, Location – Addressing Fans’ Cost of Attendance

For some NHL teams, it can be a struggle to fill seats at each game. The two more obvious culprits for this are lack of success in play and lack of interest or investment of fans within the market. The former is the purview of the coaching staff and upper management, while the latter tends to be the sole focus of the marketing efforts by the organization. Although this is certainly a crucial element to be addressed by team marketing departments, other factors can be left by the wayside.  Arena…

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Hockey Goers vs Hockey Advocates

If you are in the hockey business, or even just a hockey fan, you know that the NHL as a business has a certain old-school reputation. Upper management is not infrequently referred to as an “old boys club,” since the same people (mostly men) who have been in hockey for years as players, coaches, and the like are the ones who are chosen for management positions later on. This seems very reasonable in the sense that the people leading are those with an innate love for and knowledge of the…

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