CX Monthly

Hopefully by the start of next season, we must prioritize food & beverage services. 

In Spain, we anticipate that for the foreseeable future, government regulations will require fans to arrive at stadiums at staggered times, many as early as two hours before the start of the match! 

As fans cannot enjoy a cerveza or good food inside the stadiums, many have developed a habit over generations of arriving at access control only minutes before the match.  Now, all of the sudden, we are asking them to radically change their pre-game ritual. 

Therefore, we think that clubs must substantially improve the quality of food & beverage services at their stadiums – this includes food quality, menu choice, service efficiency, personnel training, signage/menu display, payment methods, crowd management and the necessary infrastructure to support it.  You also want to capture deep sales data so you can understand supply/demand, customer preferences, trends and economics.

The good news is that COVID has accelerated adaptation of significant advances.

In this issue of CX Monthly, we want to share several of the best practices that we are seeing around the globe.