Comments on: Chicago Blackhawks beef up customer service with better fan feedback http://amazingserviceguy.com/2979/chicago-blackhawks-customer-service-feedback/ Improve your customer service skills Thu, 09 Feb 2012 07:26:45 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Kevin Stirtz http://amazingserviceguy.com/2979/chicago-blackhawks-customer-service-feedback/#comment-286 Kevin Stirtz Thu, 01 Apr 2010 14:16:06 +0000 http://amazingserviceguy.com/?p=2979#comment-286 Chris - thanks for adding your knowledge of what the Hawks are doing to engage their customers better. This is an exciting use of customer engagement tools and it makes perfect sense because sports teams have historically been very good at creating customer loyalty. That's why they call their customers fans! KS Chris – thanks for adding your knowledge of what the Hawks are doing to engage their customers better. This is an exciting use of customer engagement tools and it makes perfect sense because sports teams have historically been very good at creating customer loyalty. That’s why they call their customers fans!

KS

]]> By: Chris Reaburn http://amazingserviceguy.com/2979/chicago-blackhawks-customer-service-feedback/#comment-285 Chris Reaburn Thu, 01 Apr 2010 03:49:12 +0000 http://amazingserviceguy.com/?p=2979#comment-285 Kevin, The Blackhawks organization has done much more in this area than just the initiation of Fan Voice. One of their more unique (to professional sports, at least) platforms in terms of establishing customer listening posts and engaging their customers was the creation, a few years back, of their annual convention. Season ticket holders and other fans are invited to interact with current players, Blackhawks alumni and organization management. The events include Q&A panels with players, and hockey operations and service experience staff. While a few teams have done this for awhile (The San Francisco Giants - a very service-oriented entertainment organization that also happens to be a professional sports franchise comes to mind) these sorts of events are on the rise as sports teams realize that they are just like other businesses, and that giving customers insight into the inner workings of the organization, engaging them in dialogue about direction of the on-field / ice product and how to improve the off-field service experience is critical to retaining customers. Kevin,

The Blackhawks organization has done much more in this area than just the initiation of Fan Voice. One of their more unique (to professional sports, at least) platforms in terms of establishing customer listening posts and engaging their customers was the creation, a few years back, of their annual convention.

Season ticket holders and other fans are invited to interact with current players, Blackhawks alumni and organization management. The events include Q&A panels with players, and hockey operations and service experience staff.

While a few teams have done this for awhile (The San Francisco Giants – a very service-oriented entertainment organization that also happens to be a professional sports franchise comes to mind) these sorts of events are on the rise as sports teams realize that they are just like other businesses, and that giving customers insight into the inner workings of the organization, engaging them in dialogue about direction of the on-field / ice product and how to improve the off-field service experience is critical to retaining customers.

]]> By: Kevin Stirtz http://amazingserviceguy.com/2979/chicago-blackhawks-customer-service-feedback/#comment-284 Kevin Stirtz Mon, 29 Mar 2010 20:39:09 +0000 http://amazingserviceguy.com/?p=2979#comment-284 Hi Kathy - it will be fun to watch how well this works. I hope they incorporate more ways to connect with their customers too. Thanks for your comments! KS Hi Kathy – it will be fun to watch how well this works. I hope they incorporate more ways to connect with their customers too.

Thanks for your comments!

KS

]]> By: Kathy Clark http://amazingserviceguy.com/2979/chicago-blackhawks-customer-service-feedback/#comment-283 Kathy Clark Sun, 28 Mar 2010 21:32:46 +0000 http://amazingserviceguy.com/?p=2979#comment-283 Yes its interesting that the sports world is beginning to figure out the importance of understanding who their customer is and figuring out ways to make the customer experience a positive one. Kudos to the Black-hawks and it will be interesting to see how this new concept, "Fan Voice" works for them. Yes its interesting that the sports world is beginning to figure out the importance of understanding who their customer is and figuring out ways to make the customer experience a positive one. Kudos to the Black-hawks and it will be interesting to see how this new concept, “Fan Voice” works for them.

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