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


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
Guardiola: I Would Leave Bayern if Asked    
Bayern Munich coach Pep Guardiola said he would be happy to leave the German giant after ...
Hazard a 'Major Doubt' for UCL Semi    
Chelsea on Friday confirmed that playmaker Eden Hazard is "major doubt" for Tuesday's UEFA Champions League ...
Neymar to Miss at Least Four Weeks     
Barcelona starlet Neymar looks set to miss the rest of the season after suffering an injury ...
Klinsmann on Altidore's Situation    
In the latest edition of Road to the Roster, U.S. men's national team coach Jurgen Klinsmann ...
Liverpool Players Lead PFA Awards Lists     
Liverpool trio Luis Suarez, Daniel Sturridge and Steven Gerrard were nominated for the Professional Footballers' Association's ...
Cruyff: Barca Needs to Restore Laporta, Guardiola     
Barcelona legend Johan Cruyff thinks the best way to turn the Catalan giant's fortunes around is ...
Ronaldo Could Miss First Game vs. Bayern     
Cristiano Ronaldo watched from the stands as Real Madrid beat Barcelona 2-1 in the Copa del ...
Report: Moyes Must Qualify for Europa League    
Manchester United coach David Moyes is understood to be under pressure from the Glazer family, the ...
Bayern Eases into German Cup Final     
Bayern Munich on Wednesday remained on course for a record 17th German Cup by crushing second ...
Pellegrini: 'Mentally Tired' City Not Out of Title Race    
Manuel Pellegrini admitted that Manchester City is mentally tired after his team could only manage a ...
>> Section 2 Around the Net Archives