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The Telios Group
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May 7th 2009

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Valued Customer of Delta

June 21st 2007

I received an email from Delta addressed, “Dear Valued Customer.” When I receive an email like this from a company as big as Delta – which is intended to show me all the positive changes Delta has made – it’s hard for me to feel Delta truly “values” my business when they address me as “”Valued Customer” instead of sending out an email addressed top me, Delta just as easily could have done and connected with many more “Valued Customer.”

In order to do this, Delta would need to weigh the benefits of communicating with its customers one-to-one (email is still sent in mass, but customized to each recipient) versus the investment they’d need to make in technology (computer software) and training staff to use. (more…)

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Offer Complimentary Shuttle Service

June 19th 2007

If fans have to walk a long distance to your arena or your stadium, why not offer complimentary shuttle service?

I know some professional sports teams do offer complimentary shuttle service to and from the arena, but I believe complimentary shuttle service is more rare than it is common with college athletics events. (more…)

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Your Good Fortune

March 21st 2007

I recently checked into a hotel and had a small gift box with a card on the bed welcoming to the hotel.  I thought it was a nice gesture by the hotel.
 

Inside the box were three fortune cookies and each fortune read: “It is our Good Fortune to welcome you to (our hotel).” (more…)

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Season Ticket Holder Information Page

December 1st 2006

The Milwaukee Bucks of the NBA created an exclusive season ticket holders information page on its web site. It’s well done with a list and explanation of events, as well as a calendar, links and contact information. It’s a great way for the Bucks – and any sports team – to maintain communication with its season ticket holders.

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Ron Goch, The Telios Group
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Musicians Provide Cover Art Customization

October 11th 2006

In an article in the USA Today, Edna Gundersen shares how musicians are allowing fans the opportunity to customize CD covers in a do-it-yourself kind of way; a clever idea and strategy for boosting sagging CD sales.

People like when things are personalized, or when they can personalize things. The more we can look to customize or offer customization, the greater chance we have to engage fans and increase sales.

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Ron Goch, The Telios Group
Sign up for our free eNewsletter, Ripples

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Catch Me at My Best

July 27th 2006

I recently stayed in a Hilton Hotel and noticed a “Catch Me at My Best” card at the gift shop.
 

On the front of the card the headline reads “Be Happy. Pass it on.” The copy states: “If I’ve made your day or brightened your stay in any way, please fill out this card and turn it in at the front desk. And thanks for taking the time to Catch Me at My Best!”
 

On the backside of the card is the headline “Catch Me at My Best” and reads: Dear General Manager, I caught (fill in the Hilton employee’s name here) at his/her best!”  There are several lines to fill in the details of how you caught the employee at their best, and then the states “Sincerely” (fill in your name), Date (fill in the date) and “Room Number/Department.”
 

The addition of “Department” is neat because Hilton employees can catch each other doing things well and notify management.
 

This is a neat program that any sports team, college athletics program or business could implement.  However, be aware that Hilton has a trademark on “Catch Me at My Best.”
 

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Ron Goch, The Telios Group 
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Treat Secretaries like the CEO

June 30th 2006

Here’s a question to consider: When you speak with secretaries, administrative assistants and gate keepers, do you treat them – each and every time you speak with them – the same as you do your client or main contact?

If so, good for you! If not, why not?

Secretaries, administrative assistants and gate keepers are just as important as anyone else you visit with on a daily basis; and that includes team owners, athletic directors, CEOs, COOs and CFOs!

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Ron Goch, The Telios Group 

Sign up for our free eNewsletter, the Telios Telegram 

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Do You Know Your Customers?

June 29th 2006

How well do you know your customers? Do you know them well? Do you know what’s important to them? What they like and dislike?

What achievement is tops on your clients list? When is their birthday? What groups and/or associations are they a member for support?

What do you know about your client’s family? How active is your client in their respective community?

How could the answers to these questions – as well as many others – assist you with developing a closer relationship with your customers, as well as the ability to address your clients needs and provide support to meet their goals and objectives?

For most of us – and I place myself at the top of this list – we could improve our customer knowledge so we easily recognize and take advantage of opportunities to assist our clients.

I’ll start today with one of our clients by asking more questions in an effort to improve what I know and hopefully discover along the way a new way I can assist a client or two this week.

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Ron Goch, The Telios Group 

Sign up for our free eNewsletter, the Telios Telegram 

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Iowa, Louisville: Creative Revenue Programs

March 11th 2006

Check out these creative revenue programs Iowa and Louisville are offering their fans: 

Hawkeye’s Collectible Patch Offer 

Louisville’s Football Helmet Offer

Iowa’s February Fan Fest Weekend

Hawkeye’s Offer Fan’s Souvenir Ticket Stock 

Your turn to take a shot!

What creative programs are you offering fans that are generating revenue beyond your traditional revenue streams?

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Ron Goch, The Telios Group

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Share Experience of Away Game Victory

February 25th 2006

Your team might be on the road playing a game several hundred miles away, but why not share the thrill of an away game victory with each of your season ticket holders immediately following the game from your team’s locker room?
 

You could pre-arrange with your head coach to record a message in the locker room immediately following the game, and have the recorded message broadcast to each of your season ticket holder’s home phones just minutes following your team’s road win.
 

How cool would that be to receive a voice broadcast – or voice mail message – from the head coach immediately following a game that they may have just watched on television or listened to on the radio?  That’s one call – or message – each season ticket holder would likely appreciate, save and talk about the next day with family, friends and co-workers.
 

Your turn to take a swing…
 

What unique experiences are you offering your season ticket holders?
 

All the best,
 

Ron Goch
The Telios Group

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