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Gratitude Helps Chelsea FC Unlock Winning Engagement Strategy

Over the holiday season, Chelsea FC launched #CFCFansgiving, a social campaign designed to honor its most loyal American fans.

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Photo via Chelsea FC

The holiday season has come and gone; so have the social posts from brands honoring the several weeks of heightened spirits.

Amidst the traditional holiday posts from different brands, however, was a full-fledged social campaign from an English club that started by celebrating a very non-English holiday. In November, Chelsea FC launched a multi-week campaign to celebrate Thanksgiving — a holiday that, at a glance, wouldn’t be a brand fit for the London-based club — and the rest of the holiday season. 

The soccer world is still buzzing about it weeks later. The campaign, branded #CFCFansgiving, was designed for Chelsea’s American fan base and executed on @ChelseaFCinUSA, the club’s new U.S.-specific handle that launched earlier this year.

During the week of Thanksgiving, Chelsea showed appreciation to its U.S. family by deploying over 200 random acts of kindness to fans across the States. Recipients of these surprise-and-delight moments were chosen either through nominations by fellow U.S. fans or based on their use of The 5th Stand — Chelsea’s mobile app and the chelseafc.com website.

READ MORE: Super Soccer Stars Grows Its Presence in the Health and Wellness Space

Surprises coming out of the campaign included a father and son duo from Los Angeles receiving a trip to London to watch Chelsea play live; recognition of two youth soccer leaders from the D.C. area; and a donation to fight ALS in honor of a fan suffering from the disease.

Many more fans were sent #CFCFansgiving gift boxes that included autographed memorabilia, an authentic ‘18-19 home jersey, or a “your next drink on us” package that included two pint glasses and gift cards.

While the campaign was primarily executed during Thanksgiving, surprises from #CFCFansgiving lasted well into December when the club visited New York City for NBC’s Premier League Mornings Live event.

To wrap up the campaign, Chelsea surprised three members of New York Blues, a Chelsea supporters club, with a VIP experience at Barclays Center ahead of a Brooklyn Nets match. The club also treated them to dinner with former club player Eidur Gudjohnsen, and surprised them with a personalized message and autographed jersey from current star Eden Hazard.

“#CFCFansgiving was an incredible event, from the packages being sent out across the country, to the fan experiences with Eidur Gudjohnsen in New York. For American fans, Fansgiving not only made us feel part of the club, it made us feel valued as a fan base,” said New York winner Anshuman Bhatia.

Now looking ahead for new campaign ideas to execute in 2019, the club is set to ramp up its efforts in North America — and the strategy to engage with their loyal fans there is a smart one.

Many followers of the @ChelseaFCinUSA account have been fans of the club for years, supporting the team from overseas without there being any strong American ties.  The benefit of the new Twitter account is that it provides a home for these fans and content that is more tailored to their interests and culture than the main @ChelseaFC handle.

Some have questioned the need for U.S.-specific accounts for Premier League teams, given that the main club accounts are managed in English.

#CFCFansgiving is a prime example of the value that an account like @ChelseaFCinUSA can have.

READ MORE: Sacramento Republic FC Makes a Child’s Dream Come True

The content is tailored to the American audience whose holidays and interests often differ from those of Chelsea’s UK-based fans, making an activation like this successful in a way it wouldn’t be on the main handle. The fan community in the U.S. is also different in that they wake up early to watch matches being played thousands of miles away. The content generated by these accounts can play into those norms and bring together this community in a way that the main club account cannot.

Bhatia, like many others, hopes this is just the start of the club’s American fan interactions.

“It was a great experience, and I hope it’s the start of a growing connection between the club and their worldwide fan base,” said Bhatia.

#CFCFansgiving was a way for the club to honor the fans who loyally wake up to watch their club — no matter the time — and celebrate, for the first time, what it means to be a Chelsea fan in the United States.

Lucy is a contributing writer for Front Office Sports. A storyteller and brand strategist, she has worked in the sports industry for organizations including the United States Olympic Committee, IMG/WME and the Miami Open, the University of Miami Athletic Department, Florida Panthers, and Minnesota Twins. She spent 2016 living in Colombia where she accomplished a life-long goal of becoming fluent in Spanish while working for the Ministerio de Educación Nacional. Lucy is a graduate of the University of Miami. She can be reached at lucy@frntofficesport.com.

Innovation

A Look at Richmond Raceway’s Modernized Infield

FanGrounds is the Centerpiece of Richmond Raceway Reimagined, $30 million Infield Redevelopment Project, at America’s Premier Short Track.

Kraig Doremus

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Richmond Raceway’s modernized infield is set for its spring debut this weekend and offers fans a variety of unique vantage points of all the action taking place at the 3/4 mile D-shaped oval. Image from Richmond Raceway.

When NASCAR rolls into Richmond Raceway for the Toyota Spring Race Weekend beginning  April 12, fans will experience the spring debut of the DC Solar FanGrounds, a key initiative by Richmond to modernize its track.

The FanGrounds launched during Richmond’s first-ever NASCAR Playoff Race Weekend last fall as part of Richmond Raceway Reimagined, a $30 million infield redevelopment project. Track president Dennis Bickmeier expects a positive reaction from race fans for the spring debut.

“People will be surprised by the access they have at our facility,” said Bickmeier. “We could show a video on it and talk about it, but for people to experience it for the first time last fall was remarkable. We’ve taken testimonials from the September weekend to help promote the FanGrounds for this weekend’s doubleheader.”

One of the unique aspects of the FanGrounds is not only the access it grants fans, but also that everything is centralized in one location.

“We’ve programmed the entire infield with driver Q&A’s, music, food and everything fans want for an authentic, engaging race experience,” said Bickmeier. “It’s basically its own village. The access fans get to the cars and race teams in the Monster Energy NASCAR Cup Series garage is special and something we’re proud to give them at Richmond Raceway.

From driver appearances to exclusive activations and even the pre-race ceremonies, the FanGrounds contains activities for all racing fans attending the action at Richmond Raceway.

From the beginning, Richmond’s executive team decided on a strategy of involving longstanding partners in the redesign. To that end, they approached the likes of MARS, the  Virginia Tourism Corporation, Markel, Virginia Lottery and Eternal Fan about deepening their ties to the track.

“It was a new attraction and gave us something fresh to have a conversation with our partners about,” said Bickmeier. “We came to the table with a new way for them to engage with their customers, and we knew going in that every partner is different. We went to a variety of prospects and had different conversations with each partner about how we could help them meet their objectives in the FanGrounds.”

READ MORE: A Look at the New Foundation of Richmond Raceway’s Ticket Sales

For MARS, its executives wanted the chance to have one-on-one interactions with fans and promote its brand, while also showing off its No. 18 Toyota Camry show car and allowing fans to sample products.  

The Virginia Tourism Corporation brought its storied“Virginia is for Racing Lovers” messaging to the FanGrounds. In addition to their space in one of the FanGrounds’ neighborhoods, the tourism center has a standalone welcome center to help fans make the most of the experience in the Commonwealth of Virginia.

Perhaps one of the most unique activations came following Richmond Raceway’s conversations with the team at Eternal Fan. Eternal Fan got involved with track’s new pedestrian tunnel and launched a Fan Memories program, in which fans can purchase plaques and have them placed on the wall of the pedestrian tunnel, cementing their place as a loyal Richmond Raceway supporter.

“The team at Eternal Fan wanted to be involved with the new memories that fans would make in the modernized infield,” said Bickmeier. “There are many places where you see engraved bricks, but these plaques are truly something different. The Fan Memories idea was not only a first for us but also a first for Eternal Fan.”

Lastly, the track wanted to upgrade its luxury experience and feels it did so with the Victory Lane Club, which will make its spring debut this upcoming weekend and features benefits like access to the driver and crew chief meeting plus a weekend FanGrounds pass. The team at Richmond toured many stadiums through the Southeast, and even nationally, with a focus on what the stick-and-ball sports have done to draw inspiration for the club.

“It’s a small club with slightly more than 100 members,” said Bickmeier. “You see a lot of court and field-level hospitality in traditional stick-and-ball sports. But in racing, hospitality is typically in suites above the grandstands. We wanted hospitality at the ground level, so that’s where our inspiration came from for the Victory Lane Club.”

The Victory Lane Club also features unique vantage points, as fans are able to peer into the garages and see NASCAR teams prepare their cars ahead of the weekend. There’s also rooftop access to see the stock cars rolled out onto the starting grid. . A short trip outside and on to the roof, yes, fans are given access to the roof of the club, provides a breathtaking view of the 3,300-pound stock cars as they are rolled out onto the starting grid.

READ MORE: Understanding Partnerships With an Inside Look at Chip Ganassi Racing’s Strategy

The club is all inclusive with a multitude of benefits including a hot pass, access to the driver and crew chief meeting, and a weekend FanGrounds pass.

With race week officially here and Bickmeier believes Richmond’s upgrades will satisfy fans who have come to expect a willingness from the track to push its boundaries.  

“We’ve gained a reputation at Richmond for being willing to try different things and not just sticking to the status quo,” said Bickmeir. “We did that with the way we structured the FanGrounds and the Victory Lane Club. The reaction in the fall was spectacular and we expect that to continue for the spring debut over the Toyota Spring Race Weekend.”

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Innovation

Major League Soccer Seeks Digital Innovation Through Four-Pronged Approach

Digital is the future for Major League Soccer, and a multi-faceted strategy could one day take the league to new heights.

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Photo Credit: Brett Davis-USA TODAY Sports

For Major League Soccer, the pathway toward innovation begins on the pitch.

“Look in the stadiums, the fan experience is different than any other professional sport,” Schlosser said Chris Schlosser, MLS senior vice president and general manager of MLS Digital at a South by Southwest panel. “How do we lean into that and make it come alive? How do we translate that if you’re at home the couch?”

He expects the answer to come through digital thanks to partnerships with companies like Twitter and R/GA, a company helping connect MLS to emerging technology companies. In fact, Twitter Sports Partner Manager Will Exline believes social media could eventually lift MLS to unprecedented heights.

“If you look, you see how radio helped baseball, TV helped football and basketball,” Exline said. “MLS has lived in the digital world. As fast as platforms are evolving, MLS is just as quick to try new things.”

READ MORE: Simple Hashtags Elevated by Scarves Illuminate MLS Content Innovation

Schlosser said MLS Digital works with a four-pronged approach: Fan connection, on-field talent, stadium experience and media quality.

According to R/GA Global Chief Operating Officer Stephen Plumlee, there’s a current push to better connect fans to the teams and each other in order to better develop content ties. It isn’t that fan attention spans are necessarily shorter. Consumers just have so many options at their fingertips.

Consequently, Plumlee says, “The challenge is personalization. There has to be an authentic experience delivered to what the fan wants.”

Along the same lines, Exline said Twitter will continue to move towards individual user personalization to help the league and individual teams better target users and fan bases. He cited last years all-star voting process as one prominent example, which allowed users to tweet their vote, which returned a reply with a video of the player thanking a user.

That personalization also extends to viewership habits. Schlosser believes it’s important for MLS to provide fans the capacity to watch from any device. Within those device boundaries, they also hope to offer custom angles and other individual-choice options like advanced data and sports betting.

Schlosser also brought up the future, and current use, of artificial intelligence to generate user-specific highlight packages of specific content.

“I can give you a highlight of just your team’s play without having a human cut the highlight,” he said. “I can give the favorite player’s best goals. Maybe [the fan] misses a game and has four minutes and wants a recap, maybe 20 minutes.

“We’re starting to open those opportunities.”

Eventually, that could even feed into talent evaluation. Schlosser wondered aloud whether augmented reality could one day present skill challenges and judge a player through those ratings without ever scouting someone in person.

“That would allow a team to identify them and bring them into the academy to start the formal training process,” he said. “It could result in seeing thousands of more players than we could see today.”

READ MORE: ‘We Are LAFC’ Shows Off Exclusive Content Opportunity for MLS, ESPN

MLS took plenty of lumps when it was starting for being different than the global game of soccer. Now, the league is embracing that differentiation and will keep building on it with digital, Schlosser said.

“One of the big shifts is this idea we have to be authentic to the global soccer community,” he said. “There were these crazy rules when MLS first started … we very quickly learned that’s not the right way. But we are also finding North American soccer is a different thing. Soccer here is a little American, European, South American, and that changes from city to city.

“We can lean into that and we don’t have to apologize. We have to celebrate the unique differences and let them come through the atmospheres in the stands.”

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Innovation

The Story Behind the Giants’ New $10 Million Scoreboard

Ahead of this year’s MLB season, the Giants are set to unveil a new scoreboard that at over 150 ft by 70ft, will be the third largest in the league.

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Image via the San Francisco Giants

*This piece first appeared in the Front Office Sports Newsletter. Subscribe today and get the news before anyone else. 

With Spring Training underway, baseball is inching its way closer to the start of another season.

Although we don’t know if the Giants have the inside track to signing Bryce Harper, we were able to sit down with Senior Vice President & CIO Bill Schlough to take a look at their brand new scoreboard and why the team invested $10 million into the product.

$10 million is a lot to spend on a scoreboard. I’m assuming much of the cost will be recouped through increased advertising opportunities. Outside of fan experience, was that one of the other driving factors when it came to making this investment? 

“If you think $10 million is a lot to spend on a scoreboard, you should see how much it will cost to deliver 4K content to that board!  But I have to be honest, for the Giants, “increased advertising opportunities” was NEVER part of the discussion. This is all about the fan experience, 100%. Our board was the second oldest and fifth smallest in MLB, and after 12 seasons it was definitely due for a refresh.  Our fans deserve a first-class experience at Oracle Park, and we’re going to give it to them. And with our new 4K board, it’s not just baseball games that will be enhanced.”

“We’re confident that all events at Oracle Park will benefit from this new screen—from private screenings, to corporate event branding, to convention gatherings, to public event enhancements and beyond. So if there are increased revenue opportunities from our new Diamond Vision, I’d say they will come from increased attendance and incremental events more than advertising. We didn’t invest $10 million for a glorified billboard, this is all about enhancing the experience for our fans.”

How much did the impact of landing outside events play a role in going forward with this decision? Does having this open up new opportunities? 

“Events that are complementary to our baseball schedule – both in-season when the Giants are on the road and during the off-season – are a huge source of pride for our organization, not to mention a fantastic way to develop new partnerships and opportunities. Giants Enterprises, the entrepreneurial arm of the San Francisco Giants, hosts more than 250 events per year, including concerts, private corporate events, international sporting events like Rugby World Cup Sevens, unique activations such as Topgolf Crush and more.”

“The Giants Enterprises team does a phenomenal job filling our calendar with events on a year-round basis and by continuing to stay ahead of the curve in terms of technology and venue upgrades, we will undoubtedly be able to attract new business. Upgrading our scoreboard presents a multitude of opportunities for clients using our facility so it was absolutely a big consideration when moving forward with this project. We are currently exploring new innovative ideas that we can activate on for returning and annual events that will help take their experience here at Oracle Park to the next level. We look forward to pushing the boundaries and continuing to innovate in strategic ways to fully maximize the capabilities of our new scoreboard.”

When looking at comparable screens and different sporting venues, which ones did you look to for inspiration? What did you want to differently?

“We definitely did our homework and there are plenty of other venues that are worthy of emulation.  The Cowboys really started the “bigger is better” trend a decade ago with their record-setting massive DiamondVision display at AT&T Stadium. Vivek Ranadivé and the Sacramento Kings were also trendsetters, launching the first 4K video board in sports back in 2016.  In baseball, the Indians, Mariners and Angels are now the three biggest.”

“In our travels, we also visited the Rockies, Ravens and our longtime friend in Lincoln, the recently retired Godfather of HuskerVision, Shot Kleen at the University of Nebraska.  In the end, we figured that given that we won’t be doing this again anytime soon, we shouldn’t make any compromises.  So we went big (153’ x 71’, 3rd largest in MLB), high quality (1st 4K capable board in MLB) and chose to stick with DiamondVision from Mitsubishi Electric—who we consider to be the best video board manufacturer in the business.”

If you could play any video game on the screen, which would it be and why? 

“From a purely nostalgic standpoint, I would want to play Goldeneye 007 on N64. That said, the graphics and that game wouldn’t do our new scoreboard justice. A fun, competitive multi-player game would definitely be a joy to watch so perhaps a game like Fortnite. Above all else, playing MLB The Show 2019 and watching Buster Posey hit a homerun to centerfield while watching it on the centerfield scoreboard would be a total trip.”

*This piece first appeared in the Front Office Sports Newsletter. Subscribe today and get the news before anyone else. 

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