Customer Experience and Sports Marketing 

Reza Mamodhoussen | 5 min. read

With the sports marketing industry growing at a rapid pace, there are new ways to assess the importance of what sports markets can bring and what’s been overlooked.. We are going to discuss one main topic: 

1. Customer Experience Aspects Being Overlooked and Sports Marketing 

“The customer experience is the next competitive battleground.” 

– Jerry Gregoire  

Customer Experience Aspects Being Overlooked and Sports Marketing 

 The rise of technologies in the industry is helping sports marketers really fill the gap that has been ever present within the industry. Most companies are still focused on traditional marketing tactics (sponsorships & advertisement), there are aspects of the customer experience that are being overlooked regularly. 

Marketing through sports events is quite different from traditional marketing. Zach Colman in his article, ‘The Sports Marketing Definition: Its Impact on Sports Brands’, states “these events provide an opportunity for the brands to market themselves to their target audience and improve their marketing strategy.” 

Let’s run through a few customer experience aspects that are currently being overlooked in the industry: 

1. Personalized Engagement:
   a. Utilize customer data to create personalized messages and offers. 
   b. Provide personalized recommendations based on customer preferences and behavior. 
   c. This step is essential for any customer loyalty to take place. We know that customers generally prefer when they are feeling heard and valued. Being able to increase the retention of your customers is huge. 
2. Emotional Connections:
   a. Encourage customer participation in events and campaigns. 
   b. Powerful stories must be said that resonate with customers. 
   c. Perhaps the most important aspect that is sometimes not overlooked and taken for granted in the industry is being able to create an emotional connection because fans are passionate about their favorite teams and players. Emotional connections 
3. Accessibility:
   a. Being able to identify the needs and pain points of the customers is essential. For example, offering wheelchair-accessible seating stadiums and various other options. 
4. Measure:
   a. Being able to identify the measurements and improvements that are needed so you can strategize. 

Looking Ahead

Identifying the aspects being overlooked in certain industries will help you tackle situations and help grow your brand and your organizations brands! 

Catch our article from last week on ‘Artificial Intelligence and Sprots Marketing’.