CUSTOMER EXPERIENCE MAPPING/BRAND ASSESSMENT
How can an NFL franchise support its fans?
While rebuilding the team on the field in 2010, the St. Louis Rams management also wanted to understand how to improve Rams fans’ perceptions of being valued by the organization.
Lapsed season ticket holders shared in focus groups that they had felt taken for granted by the Rams in recent seasons. Season ticket discounts, playoff ticket priority and seeing and hearing their favorite Rams players, coaches and team management online and in person in the community were the biggest incentives to re-subscribing.