Enhance the fan experience: feedback and stadium interactive engagement

Written by Baptiste Sauvanaud | Nov 13, 2024 4:33:34 PM

The spectator experience at sporting events has significantly evolved in recent years. Fans now seek a more immersive, interactive experience and want their feedback and feelings to be acknowledged.

In response to this shift, clubs, leagues, federations, and other sports organizations need to rethink how they listen to and engage their audience. Digital tools enable a powerful combination of feedback collection and interactive engagement, transforming each spectator into an active participant in enhancing event quality.

In this article, we’ll explore how sports organizations can leverage these tools to elevate the stadium experience, moving far beyond traditional surveys and activating this data to boost their marketing initiatives.

I. Listening to audiences: A key lever for enhancing the stadium experience

A. Real-time feedback collection

Gathering real-time feedback from spectators has become essential for sporting events. Fans' feedback spans a variety of aspects: accessibility, food and beverage services, merchandise shops, overall atmosphere, and entertainment. This data is rich with insights, revealing areas of dissatisfaction, offering suggestions for improvement, and uncovering fans' expectations based on their specific profiles.

To make data collection relevant, surveys should be tailored to different types of spectators (first-time attendees, season ticket holders, B2B guests) and where they are seated in the stadium (section, stand, Kid Club, etc.).

First impressions, across any domain, greatly impact retention and loyalty potential. In sports, where audience development is a key goal, gathering feedback from first-time attendees is crucial. These spectators provide an external perspective, comparing their experience to others they may have had, allowing organizations to implement targeted actions to encourage repeat attendance. For example, a first-time spectator may notice insufficient signage to parking areas—something regular fans may overlook but is crucial for newcomers.

Regular season ticket holders and frequent spectators are another vital segment. Their feedback offers insights into the impact of recent improvements on their experience. Long-time attendees can identify emerging issues, such as a decline in service quality or crowd management inefficiencies.

The professional audience, including VIP guests in suites and premium areas, also deserves attention. Maintaining the highest level of satisfaction for these partners is essential, necessitating a dedicated solution for promptly addressing any issues they encounter.

Collecting feedback shouldn't be limited to solving immediate issues.
Feedback provides valuable insights not only into the strengths of an event but also highlights new areas for improvement or innovation. For instance, if a large number of spectators express interest in more merchandise options or specific types of entertainment, the organization can be inspired to introduce new services or products to meet these expectations.

Additionally, analyzing the most positive feedback serves as an excellent source for strong marketing arguments. Who better than the fans themselves to convey the excitement and promote their favorite sporting event?

B. With which tools and when to collect and process feedback?

Once the importance of audience feedback is understood, the next step is to find the right tool for efficient collection. GuestViews stands out as the ideal solution.
This innovative and engaging feedback system gives fans a voice before, during, or after the event.

Available through QR codes placed in various spots (queues, seat backs, etc.), kiosks positioned strategically (VIP areas, merchandise stores, food stands), or via SMS campaigns at relevant times, in-situ feedback collection is simple for sports organizations to set up and easy for fans to use !

However, an effective fan journey doesn’t end when spectators leave the sports venue. The post-event phase is actually the ideal time to ask fans to share their experience with a fresh perspective. To optimize efficiency, it’s smart to send data collection surveys (profile, satisfaction, expectations, etc.) through automated email sequences targeting spectators who attended a specific event.

Beyond data collection, the GuestViews solution enables an initial segmentation of data, tracks trends through an intuitive dashboard, and provides real-time alerts for potential pain points.

In fact, the collected data is instantly available in the dashboard, allowing teams to monitor various aspects of the fan experience live and respond quickly in case of dissatisfaction.

These tools enable detailed analysis that guides strategic decision-making, such as adjusting logistical elements or introducing new services to enhance the spectator experience.

C. Integrating data into a CRM for personalized follow-up

The value of data utilization lies in consolidating multiple sources within a single repository and enabling activation afterward. This is precisely the role of a CRM. Feedback data collected can be directly integrated into a CRM like Arenametrix, enriching fan profiles within the database.

By tracking spectator interactions and analyzing their feedback, marketing and communication teams can, for instance, decide to enhance the VIP suite experience in response to specific comments or offer personalized responses, such as a special promotion to encourage first-time attendees to return soon.

Identifying varying levels of satisfaction and personalizing subsequent communications is essential for building connections and ensuring that the audience feels their opinion matters. By segmenting feedback, a club can respond to a low rating with an automated apology email that includes specific contact information for the person in charge of satisfaction, inviting further dialogue. Addressing detractors brings a human touch and helps uncover reasons for dissatisfaction.

On the other side of the spectrum, leveraging fans' ambassador potential is important by inviting satisfied spectators to share their enthusiasm on social media or platforms like Google My Business or TripAdvisor.

The power of CRM and data also enables sending personalized offers tailored to each fan's preferences and behaviors. For instance, a fan who consistently provides positive feedback about a specific stadium area could receive renewal offers with premium seats in that zone.

The depth of analysis is limitless and can go further by cross-referencing satisfaction data with demographic, geographic, or purchasing behavior information. This allows satisfaction management and analysis based on different segments (seniors, tourists, last-minute buyers, etc.).

II. From participation to interactive fan engagement

Engagement tools go beyond feedback collection. They enable fans to participate and interact throughout the customer journey with the sports organization and its community.

A. Predictions and Contests

To create engaging interactions that strengthen spectator engagement, sports events can implement various actions. For instance, a prediction contest before or during the match allows fans to submit their guesses on the final score or the next goal scorer through specific forms. This type of initiative not only generates friendly competition among fans but also fosters a sense of belonging within the community.

This dynamic can be enhanced through partnerships with sponsors, who can offer prizes or rewards to fans with the most accurate predictions. This approach not only boosts fan engagement but also provides new visibility opportunities for partner companies.

Another popular form of interaction is allowing fans to vote for the player of the match. This type of direct engagement gives supporters an active role in the event, allowing them to show their support in a tangible way. It’s a way to make the experience more participatory and encourages fans to stay engaged until the end of the event.

This engagement mechanism is easily adaptable. For instance, during the Champions Trophy (French National Handball League) that closes the season, the organization used the GuestViews tool to invite the audience to vote for the goal of the season.

There are many applications for this approach, which can even enrich spectator profiles while engaging them. For example, the form can collect each fan's favorite player. This data can be used to set up an automated birthday email with personalization centered on the fan's favorite player, perhaps even including a promo code for their jersey.

For sports organizations, this is a way to involve the public while gaining deeper insights into them, allowing these data points to personalize their experience further.

B. Leveraging fan-generated content

Who hasn't dreamed of a moment in the spotlight, appearing on the stadium's big screen? In the United States, the show takes place not only on the field but also in the stands, where spectators eagerly participate in various activities like the Dance Cam, Kiss Cam, and other fun interactions.

Setting up this type of initiative may seem complex and require special production setups. However, launching a similar activity is entirely possible with GuestViews.

With this solution, fans can use an app to take photos of themselves cheering and celebrating their team. The collected content is then displayed on the screens at chosen moments: during timeouts, halftime, or at the end of the game. The same approach can be applied to gathering comments or messages of support.

For fans, seeing their selfie or comments broadcast on the stadium's big screen creates a memorable experience. Encouraging spectators to share their photos or reactions fosters a strong social and emotional interaction.

These contents can also be shared on social media, allowing clubs to amplify the reach of the event and generate viral content. As with the previously mentioned engagement initiatives, sponsors are often eager to take advantage of an exposure opportunity, associating their brand with these interactive moments.

Conclusion

Collecting feedback and fostering interactive engagement are no longer optional but essential elements in redefining the relationship between sports organizations and spectators, particularly in the stadium experience. With engaging tools like GuestViews and their integration with marketing and CRM platforms like Arenametrix, it becomes easier to understand fans’ expectations and to enrich and personalize their experience. By incorporating this data into a CRM and offering interactive activities like contests, predictions, and showcasing fan-generated content, sports clubs and leagues strengthen the emotional connection between fans and the event. In this way, sports organizations innovate and turn each spectator into an active participant, making every match more memorable and setting the stage for lasting loyalty.

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