The New Jersey Devils are using tickets as a platform to try different ways to sell the in-game experience. VP of Ticket Sales & Service Shawn Doss explains how the new flex package option transcends several past offerings, allowing fans the ability to select games and seating location at different periods, through a reserve account system. Doss talks about the various challenges of selling in the NJ Devils market of Newark, and how some of the misconceptions against Newark turned out to be some of the best advantages. Doss describes his mentality toward selling in general, especially when it comes to gaining face-to-face appointments, as well as creating a relationship structure, to develop a long-term bond with each customer. Twitter: @DossDevils
College athletics is still behind in the data revolution, and Ryan Mosher explains his thoughts on why that's the case. Mosher talks about the various constituencies which do not communicate on campus, and what drives most of them apart in the first place. Mosher discusses how the merging of data, as well as overall implementation of a campus-wide CRM can help all parties involved, in learning who their customers really are, instead of who the campus thinks their customers are.
Being sold out for an extended period of games over the course of many seasons is something that Greg Hylton has had to deal with as the Vice President of Premium Seating and Ticketing at the Indianapolis Colts. Hylton explains the origins of the streak, started in the Colts' former home and carried over into their new one, as well as how one mishap with a Jacksonville Jaguars game cost the Colts organization the ability to extend the streak even longer. Hylton breaks down some of the initiatives that the Colts have undertaken, including their group sales unit, which actually charges more for group tickets over individual seat buys, as well as some of the activities that the Colts use to interact with their groups prior to kick.
Understanding the rights of a ticket holder is part of what Fan Freedom has been doing since 2011. It comes down to a question of asking 'who owns the ticket' and whether enough is being done on the behalf of ticket buyers to protect their ability to resale if they want. Fan Freedom's Chris Grimm discusses these issues on both a macro and micro level, especially when it comes to the ability for resale. Grimm sets the stage with several scenarios facing fans today, as well as how the secondary market has pushed down the price of tickets as more brokers create a competitive marketplace offering. Grimm also shares his opinions on consolidation deals, believing that they are price-fixing fans out of finding the lowest possible price for a ticket. Twitter: @FanFreedom
Jim Rushton has got a special shorthand when talking sports business. Rushton has served in sports business for over 20 years, including CRO of the Miami Dolphins and VP of Sales Sports Radio WEEI, including Boston Red Sox, Boston Celtics, and New England Patriots Monday. Now, Rushton is bringing forth an evangelism of connection with IBM, from the stadium to the fan, in a way that is set to revolutionize the industry. This doesn't just mean getting another digital advertisement. This means enhancing the stadium experience for a fan altogether. Rushton talks about the changes going on internally throughout the sports industry, how the inside sales model of calling fans for tickets is giving way to a connected one to ensuring additional touchpoints throughout the lifetime membership between the fan and team. Rushton shares his thoughts on one of the more telling things he heard at the 2015 SBJ Ticketing Symposium in Santa Clara in early June, and how it reinforced some of the things he's talking about today. Twitter: @Jim_Rushton
Understanding the goals of the University of Denver in athletics takes extra time, since their values are deeply rooted in their mission statement toward student-athletes. Their success isn't as common place as one might think, as lacrosse's 2015 national championship, 7 NCAA Titles For hockey, and 22 for skiing. This means Ryan Peck must pay close attention to fostering each of those priorities in terms of development and external affairs, especially with an across-the-board mentality toward unique sports and their branding opportunities. Peck discusses how the Denver brand is pushed out into the community, as well as ways that he fosters dynamic relationships with alumni over the giving choices that they make. Part of it also becomes a discussion on why Peck has an Associate Vice Chancellor title instead of the common athletic department ones, specifically to provide a continuity across campus in how each person is perceive and their role in the community. Twitter: @Ryan_Peck
Kathy Burrows has provided extensive consulting, workshops and direct sales training with various teams in the MLB, NBA, WNBA, Champ Car Open Wheel Racing, and AHL. Burrows shares some of her passion for selling sports, including how to open up the framework of painting more than just a picture, but an entire season. Burrows points out that there are never enough groups, and all of the groups within an area can never be tapped out, breaking an illusion that the job is ever done. Burrows talks about her philosophy when getting C-Level buy-in for her training, as well as how to develop a sell-out strategy that doesn't erode current business for old.
Moving a minor league baseball team 13 miles from one location to another is not supposed to be a heavy-lifting task, yet when the Hartford Yard Goats announced their intentions to move from New Britain to downtown Hartford in 2014, it became an issue with the locals. Senior Vice President Michael Abramson discusses the intangibles with the move, including creating a name change from the Rock Cats to Yard Goats, and all of the controversy that became of the switch. Abramson talks about the increased visibility of the Hartford Yard Goat brand in the downtown area, as well as some of the ways in which the team is expanding its reach in local municipality.
While the majority of the secondary is reserved for the cheaper bucket seats, it is the luxury suite experience that is beginning to transform into its own secondary resale platform. Scott Spencer works in this small segmentation as does Ep. 514's Todd Lindenbaum, trying to engage with a high-end customer through a resold product, helping both the suite owner as well as the new prospect. Spencer utilizes his case for why resold suites are a valuable edition to any team's arsenal, especially in keeping the suite holder happy when the premium space would otherwise be empty or dark on a gameday. Spencer also explains the demand curve when dealing with suites and premium seating, and how a Tuesday night may actually yield a higher demand for the resold product than that of a Saturday. Twitter: @SuiteExperience