I just came across a report by Turnkey Sports & Entertainment entitled “Fulfilling the Fan Experience: A look inside the relationship between fan satisfaction and on-field performance”, which was posted over at “The Business of Sports“. In this report, the authors ran a survey in US pro sports leagues which showed that there is a positive correlation between fan satisfaction and on-field performance. Put simple: The more your team wins, the happier you are. So not much surprise here, except for the fact that this relationship was a little less intense than I would have thought it is.
What seemed a lot more interesting to me was that the report differentiated between single game ticket holders and season ticket holders and generally found that the latter group is less satisfied with the gameday experience than those with single game tickets.
The reasons mentioned in the study were that “single game buyers perceive the gameday experience to be unique and fresh, and, as such, are more likely to be impressed with teams’ overall presentation. Season ticket holders, on the other hand, experience the same gameday elements repetitively throughout a season, which may contribute to their decrease in overall satisfaction.”
So what season tickets have you booked in your job?
How about the weekly meeting every Monday morning with the team? How about the Jour Fixes with your boss? How about the monthly report you send out to everyone?
Is that fun? Are you satisfied with it? Probably most of you would have answered the last two questions with a clear “no”. These regular exchanges feel somewhat between boring and annoying. Yet, you find them anywhere as the exchange of information is important and regular meetings and reports seem to be an efficient way of handling this.
But how to improve the “gameday experience” you get from these? How to feel like a single game buyer? I believe the keywords are the same as given in the study: “Uniqueness” and “freshness”.
Just the fact that something is performed regularly doesn’t mean it has to be performed exactly the same way all the time. Turn your season tickets into a collection of single game tickets by altering what you do in regular meetings or reports. Why not allocate 15 minutes per meeting to one (rotating) team member at her free disposal. Time where she can talk about her projects in more detail, time in which she can talk about the idea she always wanted to implement. Time in which she can invite everyone to have coffee. Something unexpected. Something that the colleague does not have to justify.
If you want to change the agenda – well – change the agenda.
I know that regular information exchanges are necessary sometimes to get everybody onto the same page, and changing them completely is probably something that a few people with a preference for well structured information would have difficulties to cope with.
But you don’t have to change the whole thing. Change one point on the agenda or in the report. Write about one topic that you don’t write about every month. Bring in some guest authors to talk about what they do or work on. It’s not a huge change, but it has a huge impact.
That brings us back to the “Fan Experience” report. Another possible explanation given therein why season ticket holders were less satisfied with the gameday experience is that “season ticket holders contribute significant personal resources (…) to the team; as such, they likely have a higher expectation of value and a less-lenient satisfaction threshold.
Just looking at the amount of time we spent in regular meetings or reading reports I think we all have earned meetings and reports that are not completely boring.