What CX can learn from sports: Turning customers into fans
In this session with John McCauley, former VP of Marketing & Media at Canadian Hockey League, make connections between customers and fans
John McCauley, who is formerly of the Canadian Hockey League, drew on his experiences in sports marketing to connect the customer experience with fandom. Fans are more fervant and if brands can bring that kind of passion to their customer base, they can grow loyalty and do great things.
In this session, McCauley talked about how leading brands extend engagement between key events, using digital channels, partnerships and exclusive content. He offered advice on how to reduce friction in sign-ups, ticketing and promotions, which make it easier for customers to engage and for brands to capture valuable insights. The discussion of tapping into live experiences, sponsorships and strategic partnerships to engage audiences in an authentic way was motivational. Watch this session because where else can one learn about WWE wrestling and CX at the same time?
