Fan experience extends far beyond the 90 minutes
In football, the game itself is often seen as the main attraction.
👉 However, fan experience extends far beyond the 90 minutes on the pitch.
It's a holistic journey that:
1. begins the moment a fan decides to attend a match, and
2. doesn't end until they're back home, reflecting on their day.
❗ The traditional view of fans as mere spectators of the game is outdated.
✅ The football fan journey in 8 phases
In today's digital and experience-driven age, clubs must engage with fans at every possible touchpoint.
This journey can be broken down into several phases:
1. awareness
2. education
3. acquisition
4. experience
5. onboarding
6. support
7. loyalty
✅ The 7 stages fan experience
☑ Awareness
This phase is all about informing fans about upcoming matches.
Targeted social media campaigns or partnerships with local businesses, can create buzz and anticipation.
☑ Education
The next step is to educate them on the value of attending a match live.
This could involve sharing behind-the-scenes content or testimonials from other fans about their experiences.
☑ Acquisition
Selling tickets is just the beginning.
Clubs could make the purchasing process as seamless as possible, perhaps through user-friendly websites or apps that remember fan preferences for future purchases.
☑ Experience
The matchday experience is crucial.
From the moment fans leave their homes, clubs can offer travel advice, create engaging pre-match events, and ensure the stadium atmosphere is electrifying.
☑ Onboarding
For first-time attendees, the club can provide guides or apps that help them navigate the stadium and understand the chants and traditions that make each club unique.
☑ Support
After the match, clubs should continue to engage with fans:
asking for feedback and offering support for any issues encountered.
☑ Loyalty
Finally:
Recognizing and rewarding loyal fans through membership programs or exclusive content can foster a deep, lasting connection.
✅ Final thoughts
Imagine a fan's journey where, from the moment they decide to attend a match, they're guided, engaged, and appreciated by their club.
This holistic approach not only enhances the fan experience but also builds a stronger, more loyal fanbase.
❓ How would you revolutionize the way fans experience football?
#Footballbusiness #FanExperience #strategy
Master of Finance at Frankfurt School | CIB BBVA | LVMH | FERI AG | FS Sports Business
1yIt would be interesting to know under what conditions they split the money. How did UEFA determine those percentages?