Ron Goch
The Telios Group
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Offer Year-Round Customer Interaction

June 6th 2006

Q. Customer service has become an old and over-used term for taking care of our fans. What’s new in the way of delivering excellent experiences for our customers?

A. Although certainly not new, customer “touch-points” has been the hot topic among sports organizations for delivering excellent customer experiences. If you do not have a year-round, 12-month touch-point program to provide an interactive relationship with your fans, I encourage you to invest the time today to create a year-round touch-point program with all your fans and stakeholders.


Ron Goch, The Telios Group 

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Touch Point Best Practices

May 26th 2006

Q. I’m hearing more and more that we need to have more “touch points” with our season ticket holders and fans.  Could you provide some touch point best practices?

A. In the Telios Tips blog post on March 7, I provide five touch point best practices here, and also in this blog back on Feb 24 I also provided two touch point best practices when I discussed season ticket holder retention.  You can access that blog post here.

Ron Goch, The Telios Group
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