CX Monthly

The time is now for LaLiga’s clubs to roll up their sleeves and develop precise plans for welcoming back fans the moment the health authorities give the green light. 

With all of the uncertainties, a current spike in new COVID cases in Spain and significant regulatory variances among regions, planning may seem to be a daunting task.  In fact, some clubs may think they cannot plan until the pandemic settles down.

In our view, this is actually the ideal moment to think deeply, innovate and put pen to paper.  We appreciate the words of Miami Dolphins (NFL) President Tom Garfinkel:

“We looked at every aspect of the customer journey.  What could we make  touchless, contactless? How can we provide ingress and egress with no bottlenecks? Everybody has adjusted on every aspect of their life, and coming to a football game is no different.”

As we noted in issue #6 of CX Monthly, the new different is upon us.  The time is now to focus on the small details so your club is in a position to optimize revenues and minimize risks when the moment arrives that you can open the stadium doors (regardless of capacity limits). 

For example, in Miami, 13,000 people are able to attend Dolphins games in 65,000-seat Hard Rock Stadium (20% of capacity).  Fans must sit 6 feet apart, wear masks at all times (except when eating or drinking), arrive at pre-set times and enter through assigned access control locations.  Even though the stadium is open air, state-of-the-art air filtration systems have been installed at all indoor areas.  Hygiene standards have been substantially upgraded.  All payments are cashless.

But what about popcorn risk?  Indeed, after the first game the club discontinued popcorn after noticing that many fans removed their mask for extended periods while they were slow-munching popcorn!

Details matter.  The time to plan is now!