According to Debby Cannon, director of the Cecil B. Day School of Hospitality Administration at the Robinson College, "The bar is rising when it comes to customer service. People today are more sophisticated, well-traveled, know what good service encounters should be through the media and, in general, are more value-driven."
At George's place, Turner Field, it's all about value. According
to the Braves' guest services director, "Fans want to see value
for what they pay. For every 4.3 tickets sold at Turner, fans
will spend $140 on other items at the stadium (parking, food
and concessions, in-park entertainment, etc.). If they don't perceive they received real value for their investment, they won't come back."
Even with a winning team? "Even with that," said George, whose Braves have won an unprecedented 13 straight division titles. "For fans it's the overall experience." In fact, surveys have shown that the "overall experience" at the game is first on the list of what's important, followed by food, family entertainment, the team's performance and finally player attachment.
Providing customers with what they feel is an exceptional experience leads to what all businesses want: customer loyalty.
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