Customer Service Winning Plays: Proven Strategies From Mercedes-Benz Stadium

Customer Service Winning Plays: Proven Strategies From Mercedes-Benz Stadium

Doing CX Right podcast show on Spotify with host Stacy Sherman
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Are your customers feeling like just another face in the crowd?

How can you transform their experience into a personalized, unforgettable journey?

The answers to these questions are essential for businesses aiming to stand out in today’s competitive marketplace. In this episode, Stacy Sherman and Harry Hynekamp, formerly VP of Guest Experience at Mercedes-Benz Stadium unveil the winning strategies used to create fanatical customer loyalty in the stadium. Discover how to apply these strategies to any business, from building a customer-centric culture to leveraging technology for personalized experiences. By the end of this podcast, you’ll have the insights to elevate your customer service game, turn customers into lifelong champions, and leave your competition on the bench.

Customer Experience Winning Plays: Lessons from Mercedes-Benz Stadium

Mercedes-Benz Stadium is not just a sports venue; it’s a benchmark for customer experience excellence. By analyzing their approach, we uncover the key strategies that turn casual visitors into devoted fans. The stadium’s sports and entertainment business success provides valuable lessons for any industry aiming to enhance customer loyalty and satisfaction.

Customer Experience Topics Discussed:

Why aiming for customer satisfaction sets the bar too low for modern businesses. Satisfaction is just the baseline in the competitive sports and entertainment industry. True success comes from exceeding expectations and creating unforgettable experiences.

The secrets of turning casual customers into raving, obsessed fans of your brand. Sports fans are known for their loyalty. Learn how to apply these principles to build a fanbase that is equally passionate about your brand.

Companies can increase revenue and reduce costs by focusing on the customer experience. Efficient operations and exceptional CX go hand in hand. Discover how a focus on customer experience can lead to financial benefits.

The importance of existing customers in growing your business and why they shouldn’t be overlooked. Just like season ticket holders, loyal customers are the backbone of your business. Learn strategies to keep them engaged and invested.

Utilizing Net Promoter Scores effectively amplifies positive feedback and drives customer loyalty. Understand how to harness this powerful metric to turn satisfied customers into vocal advocates.

– Encouraging customers to readily share their praise boosts team morale and reinforces brand affinity. Inspired by the communal spirit of sports fans, learn how to foster a similar environment where positive experiences are celebrated and shared.

Fostering an emotional connection with customers, transcending mere satisfaction to create brand attachment. Emotional engagement is key in sports and entertainment. Apply these insights to deepen customer connections.

The crucial role of employee experience in mirroring customer experience success. Happy employees create happy customers. Learn how employee satisfaction directly impacts customer loyalty.

10 Customer Loyalty Lessons from Mercedes-Benz Stadium:

1. Welcome Feedback: Actively encourage and facilitate customers’ sharing of their positive experiences, just as fans share their game-day stories.
2. Embrace Emotion: Focus on the emotional impact of customer interactions, not just the logical outcomes, similar to the highs and lows experienced in sports.
3. Raise Standards: Aim beyond customer satisfaction to create a lasting impression and true loyalty, like unforgettable experiences at a major sports event.
4. Step Inside: Regularly put yourself in your customers’ shoes to better understand their experience, as sports teams do with their fans.
5. Invest Wisely: Allocate resources toward enhancing CX as it leads to revenue growth and cost control, a strategy proven successful in the stadium’s operations.
6. Utilize Data: Employ the voice of the customer metrics and behavior tracking to measure CX impact, similar to how sports franchises analyze fan engagement.
7. Foster Connections: Build a deep emotional resonance with customers to transition from impressed to obsessed, mirroring the fan devotion seen in sports.
8. Prioritize Retention: Concentrate on increasing the value and engagement of existing customers, just as teams focus on season ticket renewals.
9. Champion Excellence: Remove obstacles for your team to provide top-notch service and CX, ensuring every touchpoint exceeds expectations.
10. Reflect Continuously: Learn from every leadership experience to improve customer and employee satisfaction, akin to continuous improvements in sports management.

Whether you are a business owner, a CX leader, or a marketing enthusiast, you won’t want to miss the customer experience leadership wisdom, as it may be your game-changer.

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About Harry Hynekamp:  

Harry Hynekamp was recently the Vice President of Guest Experience at Mercedes-Benz Stadium in Atlanta, Georgia. In this role, he led efforts to create exceptional experiences for fans and guests attending events at the venue. Working for AMB Sports and Entertainment, the company that operates Mercedes-Benz Stadium, Harry and his team were dedicated to delivering the best guest experiences. Before this role, Harry had an impressive 18-year career with Mercedes-Benz USA, bringing a wealth of experience and expertise to his position.

Harry is now enjoying his new retirement life as this podcast launches in June 2024.

Connect with Harry on LinkedIn

About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker, journalist, co-author of two books, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.

Learn More About Increasing Customer Loyalty.

Watch Stacy Sherman’s Linkedin Learning Course‬.

Customer service expert Stacy Sherman shows you how to foster a strong frontline worker experience so your agents and other staff can deliver value and engender customer loyalty.

Learn how to identify challenges that impact frontline worker effectiveness.

Explore hiring strategies for contact center and other frontline roles, as well as how to build positive relationships with your frontline workers from day one.

Find out how to elevate frontline worker performance through intentional training and development and prepare frontline workers for future leadership.

This course equips you with a blueprint to connect frontline worker experience to customer experience, so that you’re focused on doing right by your teams and your customers.