Experience

Have you ever attended a live event and paid attention to the amount of thought and innovation that was put into the environment to ensure that you enjoy your experience? Good or bad, our experiences are what we leave with, what we share and how we determine our loyalty and value with brands.

Long gone are the days when the experience with fans was based entirely on what transpired on the field. Today, the need is inherent for organizations, to put the customer front and center to deliver the best experience possible.

In the tech-savvy and mobile world we live in today, organizations are designing and innovating their operations and venues primarily with the customer experience in mind, providing attendees with everything they need to be able to enjoy a seamless and entertaining experience.

The importance of enhancing customer experience has increased significantly over the past few years. With shorter attention spans and increased ticket costs; organizations, now more than ever, must deliver a more entertaining and valuable experience to attract and retain customers.

The modern customer enjoys events just as much as members of previous generations. It’s the way they consume events, content, and purchase that has changed significantly.

Did you know that 83% of fans admit to checking social media while watching a game in person?

The Power of Mobile

Consumers today do not view their phone as a calling device; they view it as their remote to the world. Whether it is searching for updates, social media posts, or sharing photos; customers turn to mobile first. In fact, they expect brands and venues to deliver awesome mobile options for their consumption.

No longer is mobile a nice add-on, it is the way we live.

Venues are no longer competing against other venues, they are competing with the demands and lifestyles of consumers today. Customers still want the event to be the central focus, but they expect something bigger than the game. They want memorable experiences to share with their friends.

Ignore mobile, and you are ignoring your customers.

Connecting The Experience with Mobile

Organizations are recognizing that integrating the in-person and lifestyle experiences with mobile technology leads to more engaged fans–which promotes higher ticket sales, more engagement, and increased sales in merchandise and food.

With 72 percent of the United States population owning a smartphone, brands have to connect to their consumers digitally to stay relevant.

Mobile applications (apps) aren’t new, but the ways in which organizations can capitalize on them has drastically shifted. From food to dry cleaning, today’s consumer use mobile apps to instantly get whatever they need in life. For venue managers and concessionaires, instant gratification means consumers expect this experience everywhere they go—including live events. Now is the moment to leverage advances in mobile technology to put guests in control of their journey.

Customers now expect instant gratification at the push of a button. This on-demand economy has created opportunities to transform your guest experience while gathering actionable data to foster greater engagement.

While the benefits of providing fans with a mobile touchpoint are plenty, the most exciting opportunity for brands may be the data that they are gathering along the way. When customers interact with these mobile channels, it allows organizations to learn who the customers are and what they want to see, filtering out the information that is meaningless, and enhancing their overall experience. The upswing in richer customer-focused events keeps customers happy, engaged, and coming back for more.

By reaching customers where they are and with personalized and targeted content, organizations will likely grow revenue in ways not possible just a decade ago.

Key Takeaways

  1. Customer-Centric Experiences are essential in the success off brands, teams, and organizations. Long gone are the days when the experience with fans was based entirely on what transpired on the field. Today, the need is inherent for organizations, to put the customer front and center to deliver the best experience possible.
  2. Venues are no longer competing against other venues, they are competing with the demands and lifestyles of consumers today.
  3. With 72 percent of the United States population owning a smartphone, brands have to connect to their consumers digitally to stay relevant.
  4. While the benefits of providing fans with a mobile experience are plenty, the most exciting opportunity for brands may be the data that they are gathering along the way.

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