Join Now | 
HomeAboutContact UsPrivacy & SecurityAdvertise
Soccer America DailySpecial EditionAround The NetSoccer Business InsiderCollege Soccer ReporterYouth Soccer ReporterSoccer on TVSoccer America Classifieds
Paul Gardner: SoccerTalkSoccer America ConfidentialYouth Soccer InsiderWorld Cup Watch
RSS FeedsArchivesManage SubscriptionsSubscribe
Order Current IssueSubscribeManage My SubscriptionRenew My SubscriptionGift Subscription
My AccountJoin Now
Tournament CalendarCamps & AcademiesSoccer GlossaryClassifieds
Peter Wilt: 'Exceed Fan Expectations'
Pitch Invasion , August 27th, 2009 4PM

MOST READ

MOST COMMENTED

Peter Wilt, former president and GM of the Chicago Fire and current president of the WPS's Red Stars, writes a guest column on Tom Dunmore's site, Pitch Invasion. Wilt focuses on winning American fans via good customer service. "It seems rather self evident," Wilt says, "but surprisingly few businesses in general and few soccer teams in particular seem to properly navigate the intricate world of customer service to the point that they create an organizational culture of it."

To help fans have a fun experience, Wilt emphasizes the importance of both responding to fan complaints and "exceeding fan expectations when interacting with the organization." Wilt recommends maintaining positive communication with club supporter groups and with stadium personnel so that the club can help address any issues in a sympathetic and positive way. Wilt also reveals how he stays connected to the pulses of fans by participating in discussions on soccer forums like Big Soccer. "I've found over the years that posting on Big Soccer or other soccer forums can effectively resolve contentious issues, clear up public misunderstandings and answer legitimate questions by our most engaged fans," Wilt writes.

Wilt views good customer service as the most cost-effective and viral way a club can market itself. Developing such a responsive and positive relationship with fans takes time, Wilt says, but "the result is a team and organization that fans, sponsors, media and observers all feel good about and willing to support and even evangelize. And that is something that no advertising budget can buy."

 

Read the original story...


No comments yet.

Sign in to leave a comment. Don't have an account? Join Now




AUTHORS

ARCHIVES
FOLLOW SOCCERAMERICA

Recent Section 2 Around the Net
Report: Clasico to Break Records     
AS reports that Saturday's Clasico between Real Madrid and Barcelona at the Bernabeu in Madrid will ...
Dunga Names Neymar Brazil Captain    
Brazilian national team coach Dunga on Friday revealed that Neymar will retain the captain's armband when ...
Reports: Lampard Could Extend City Stay     
According to reports in England, Frank Lampard could be able to stay on loan at Manchester ...
Pogba Signs Three-Year Extension with Juve    
Juventus midfielder Paul Pogba on Friday signed a new deal that will keep him at the ...
Rio Ferdinand to Retire This Season    
Former England captain and Queens Park Rangers defender Rio Ferdinand has said he plans to retire ...
Garcia: Roma Must Respond Following Bayern "Accident"     
AS Roma coach Rudi Garcia on Friday admitted that his team has a long way to ...
Mourinho: Costa Could Play Against Man United    
Jose Mourinho on Friday revealed that Chelsea striker Diego Costa could play at Manchester United on ...
Enrique: Suarez to Make Barca Clasico Debut     
Barcelona coach Luis Enrique on Friday confirmed that Luis Suarez will play in Saturday's Clasico vs. ...
Sporting Demands UCL Replay     
Sporting Lisbon has lodged a formal complaint with UEFA demanding a replay of its UEFA Champions ...
FIFA Rankings: USA Falls to 23rd    
Jurgen Klinsmann's USA fell six places to 23rd in FIFA's international rankings following a pair of ...
>> Section 2 Around the Net Archives