SUPPORTER LIAISON OFFICER: AN OPPORTUNITY FOR A DIFFERENT PERSPECTIVE

One of the less heralded elements of UEFA’s FFP Club Licensing Rules (introduced in 2010 and ‘going live’ in 2012/13) is the creation of the Supporter Liaison Role (SLO). Ostensibly to encourage better communications between clubs and supporters, I believe…

EXPLORING SPORT’S RESISTANCE TO CUSTOMER SERVICE

Mixed metaphor time! If there’s one albatross around my neck that makes connecting sport with service excellence a Sisyphean task, it’s people’s misreading of the ‘customer service’ dimension. ‘Fan engagement’, ‘fan experience’, ‘growth’, ‘revenue increase’, etc, are all words that…