3. Dynamic Customer Journey
Awareness, Consideration, Evaluation, Purchase, Experience, Loyalty, Advocacy
Brian Solis. @BrianSolis. Klout Score: 85 Solis is a principal analyst at
Altimeter Group
Author, prominent blogger &
keynote speaker
Has studied & influenced the
effects of social media and
disruptive technology on
business, marketing,
entertainment, and culture.
Works with enterprise
organizations to research market
trends, disruptive technology, &
emerging business opportunities
www.briansolis.com
#Social4FanExp
4. Dynamic Customer Journey
& Social Media Application
To earn customer attention isn’t a switch that toggles on & off
it is a state of perpetual engagement
www.briansolis.com
#Social4FanExp
5. How Does This Relate to
Sports & Social Media?
Dynamic Customer Journey Sports Marketing Sales Funnel
Purchase Tickets
Experience In Game Experience
Loyalty Embrace Fans=Embrace You
Advocate Fans Share through SM
#Social4FanExp
8. Why Does This Matter?
In Game Experience is about so much more than the actual game
#Social4FanExp
http://www.mediabistro.com/alltwitter/psychology-social-networking_b26066
“Yep, if there’s one thing social
media has revealed very clearly it’s
the level of narcissism and self-
obsession that we almost all have.
More than one third (35 percent)of
users tag themselves in the 250
million photos that are uploaded
daily to social platforms, and
people with high levels of self-belief
(or, conversely, very low self
esteem) spend more than an hour
every day on Facebook.”
10. Checking in on FB, Live Tweeting,
Instagramming, Posting to Vine&Texting
#Social4FanExp
Vine!
Another Vine!
11. How Important is This from a
Business Perspective?
NJ Devils are the most engaged team on
social media with a NHL best 94 Klout score.
We untilize mainly Facebook and Twitter
but we also use Pinterest, Google+,
YouTube, Instagram and Vine.
Devils Generals:They are fan-to-fan
relations. The content is fun but
informational. They are providing
information to fans directly to fans and start
conversations with the fan base.
Content can build our brand. We are able to
bring the fans closer to the game. Never
before were able to give fans this kind of
access. It’s is great for the fans.
Will Carafello @WillCarafello
Director of Marketing for
New Jersey Devils/Oversees
Devils Generals Account
#Social4FanExp
13. Relationship: Engagement & Loyalty
“Teams are also able to make this a
two-way street by taking the
experience that fans have and
consolidating into a cohesive view
into experiences and help shape
what a team wants their brand and
experience to look and feel like, all
the while engaging fans (thus
making them feel more love towards
to the team in question). Teams
want and NEED fans to stick with
them in the down years, any tool
that can help make fans feel more
appreciated and engaged with a
team.”
Heather Joy Collart @HevCollart
Manager of Fan Lifestlyes-Detroit Pistons
#Social4FanExp
15. Future of Social Media &
Sports- What’s Next?
“Undoubtedly the future of sports
and social media is moving
towards monetization for clubs.
They’ve started to build a presence
and obtain engagement, now they
need to look for return on
investment from it- so many will
start to work with commercial
sponsors to try and make money
from their presence. Expect a lot
more sponsored tweeting and
video content as clubs try to figure
out how to make the most from
advertisers.”Séan Walsh @walshybhoy
Leading Football & SM blogger
Founder of Digital-Football.com
Head of SM @ Blueclaw #Social4FanExp
