Yankee Stadium Customer Experience Report Card
Grade: B.
Comments: Plays well with others, but needs to improve communication skills.
Watch Liz Glagowski's video blog on the customer experience at the new Yankee Stadium:
Related Entries
- Guest Blogger Joseph Jaffe: It's Better to Be S.A.F.E. Than Sorry
- Hoffman's Hot Seat: The Chief Customer Officer: Building a Customer Strategy
- Guest Blogger Ralph Heath: What Has Happened to Customer Service in America?
Finally, it has boiled down to CEM in sports. Well, their arenas have the same issues as any trade centre around: lots of newly-born convenience on the audio- and video side, friendly service personnel smiles etc. but you can always spot a few blips here and there whether it's the product content or exchange policy. What makes a difference is that a fan is usually more easy-going than any other customer because of the high level of emotional engagement. They may overlook many service flops that otherwise they wouldn't. So, generally sports venues enjoy quite a loyalty from fans at the very average service level. On the other side, if you give fans the game product (of course, it's varies!), comfort and the full package like at some soccer stadiums, e,g., at Arsenal's Emirates stadium in London, you might well expect the highest loyalty ever...
It's interesting that the team is on one hand trying to be so proactive (e.g. the ability to text customer service in the stadium), yet has a such terrible ticket-exchange policy and procedure.
It seems the Yankees and Mets (http://www.1to1media.com/weblog/2009/05/a_strike_out_for_mets_fans.html) both need to work on the customer experience.