The BCJ Group Explains Their Work In Implementing HappyOrNot With MiLB Team New Hampshire Fisher Cats To Create A Winning Game Day Experience.
Gone are the times of generated email feedback surveys sent days after a game/ the season. A fan’s emotions of their overall experience with you (regardless if they come to one or many games) are based on their interactions with your employees, success of your processes and how that makes them feel. And that information is valuable in that moment, NOT days later, or even worse, at the end of the season. We helped Minor League Baseball’s New Hampshire Fisher Cats identify key touch points for fan feedback throughout their operation that allowed for enhancement of the Game Day experience in the moment through the implementation of the HappyOrNot Platform.
How to Convert MiLB Game Day Feedback into Business Results
During game day operations, there are multiple different touch points that impact a fan’s experience. Before the season, we identified touch points throughout the stadium such as concession stands, suites, entry points (both fan and employee) and restaurants and which HappyOrNot product would be best in those locations. We decided to utilize HappyorNot Smiley Touch Terminals and strategically-placed QR codes (including the center field screen) for these identified points. A key part of the strategy in the HappyOrNot system was to switch questions mid-game. This increased the amount of feedback and touch points they could reach in one game on any given terminal or QR code. Another great benefit was that the information was put in the right hands in real time, to take action in the moment when necessary. For example, if the concession lines were getting too many negative responses due to wait time, the manager was notified and could immediately open up additional lines thus creating a better experience.
Operationalizing the Data
The Fisher Cats team met with The BCJ Group each week to recognize
trends, problem solve and be able to create action plans for the next
homestand. They realized quickly that the physical terminals received the greatest response rates and uncovered opportunities in the organization that before had gone unnoticed. “The BCJ Group are fabulous partners to work with and always available for questions and guidance.” says Rick Brenner, Partner at the New Hampshire Fisher Cats. “Their knowledge and insights combined with their flexibility in the process allowed us to quickly narrow in on the best approach and adjust on the fly from start to finish.”
