Too often, UH repels alumni, fans, and donors with minor slights and poor service.
Pezman should appoint an executive to address customer service and engage the fans on a full-time basis. I propose the department hire an Associate AD for Customer Experience (ACE), reporting to the AD. The ACE should be a direct advocate for the fans and entrusted to improve the ways the athletics department interacts with it’s customers.
By directing a point person to engage first-time customers as well as long time season ticket holders, UH Athletics can make a difference in the perception of our school as well as coming to campus for a game.
Complaints from current UH fans usually involve the ticket office, game day operations, lack of attendance, concessions, and game times. Many of those issues are intertwined yet are pushed to different departments, usually receiving little to no attention. But with a point person for customer service, fan criticisms can be directed to one individual – a clearinghouse ready to make things right.
Even with a new administrator, improving the customer experience cannot be achieved by just one person. By working with and coordinating the efforts of marketing, the ticket office, game operations and event management, communications, Cougar Pride, and with the full backing of the AD, the ACE can play a vital role in advancing the UH brand.
As the advocate for the customer, the ACE should be responsive to fan needs including, but not limited to:
- rebuilding our tailgating village,
- engaging new customers directly,
- connecting with season ticket holders,
- training game day workers to improve interactions with fans,
- improving concessions and implementing more fast-pay lines,
- finding ways for season ticket holders to interact with student-athletes more often,
- engaging the community,
- instituting an unused ticket donation plan for local charities,
- improving response time to customer inquiries, and
- Add a Fan Advisory Board to provide feedback on their experiences.
thoughts?
Pezman should appoint an executive to address customer service and engage the fans on a full-time basis. I propose the department hire an Associate AD for Customer Experience (ACE), reporting to the AD. The ACE should be a direct advocate for the fans and entrusted to improve the ways the athletics department interacts with it’s customers.
By directing a point person to engage first-time customers as well as long time season ticket holders, UH Athletics can make a difference in the perception of our school as well as coming to campus for a game.
Complaints from current UH fans usually involve the ticket office, game day operations, lack of attendance, concessions, and game times. Many of those issues are intertwined yet are pushed to different departments, usually receiving little to no attention. But with a point person for customer service, fan criticisms can be directed to one individual – a clearinghouse ready to make things right.
Even with a new administrator, improving the customer experience cannot be achieved by just one person. By working with and coordinating the efforts of marketing, the ticket office, game operations and event management, communications, Cougar Pride, and with the full backing of the AD, the ACE can play a vital role in advancing the UH brand.
As the advocate for the customer, the ACE should be responsive to fan needs including, but not limited to:
- rebuilding our tailgating village,
- engaging new customers directly,
- connecting with season ticket holders,
- training game day workers to improve interactions with fans,
- improving concessions and implementing more fast-pay lines,
- finding ways for season ticket holders to interact with student-athletes more often,
- engaging the community,
- instituting an unused ticket donation plan for local charities,
- improving response time to customer inquiries, and
- Add a Fan Advisory Board to provide feedback on their experiences.
thoughts?
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