Strategy Development for Top-tier Sports Franchise
The client, a top-tier sports franchise in the United States, wanted to develop a well-rounded strategy to enhance engagement with different fan segments. For the die-hard fans, the client had a loyalty program in place. However, the franchise lacked a clear acquisition and retention strategy for other fan segments, such as one-time visitors and non-season ticket holders.
Aside from the B2C operations, the client also aimed to explore new opportunities to grow its B2B accounts through partnerships.
Consultport proposed 3 candidates within 48 hours. The client interviewed 2 candidates and selected a former Senior Consultant at Bain with 7-year experience in developing customer retention strategies. The consultant started working with the client 96 hours after the initial request.
Working closely with the client’s marketing teams, the consultant tapped into historic data to gain insights into past performance on fan acquisition, engagement, and retention. Afterward, the consultant organized focus groups with different fan segments to verify observations and hypotheses.
Combining quantitative and qualitative insights, the consultant then utilized techniques such as customer journey mapping and sentiment analysis to evaluate brand touchpoints, analyze customer opinions and identify potential fan engagement opportunities.
The strategic plan’s pilot implementation delivered strong early wins, demonstrating measurable impact across customer engagement, brand visibility, and partnerships.
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