Season Ticket Holder Roundtable

[Felton for Prez]

For better or worse, I was asked to attend a small focus group on how to improve the season ticket holder experience. While I certainly have my own views, I figured I'd gather any views that you all might have. I'd welcome all thoughts but am most curious about your views on:
1. affordability / relative value
2. concession prices
3. business units professionalism
4. marketing
5. public perception issues and potential resolutions for it
6. what are the top 3 things you would like to remove from the current game experience?
7. what are the top 3 things you would like to add to the current game experience (besides actually winning)?
8. information exchange
9. rufus - pro/con
10. compare and contrast the panthers vs the bobcats businesses/marketing

Thanks guys. I'll try and report back after the 12/5 meeting.

[teej]

For better or worse, I was asked to attend a small focus group on how to improve the season ticket holder experience. While I certainly have my own views, I figured I'd gather any views that you all might have. I'd welcome all thoughts but am most curious about your views on:

Disclaimer: I am not a season ticket holder, but after reading this, I think these questions are to get more in rather than make you guys have more fun. JMHO.

1. affordability / relative value

Just about every seat is worth the money, although I think they might make some of the tickets up top a little cheaper. Vlaue wise, it's great.

2. concession prices

Too high. Way too high. I know it'll never change, becuase every venue rips people off, but $10 for a tiny pizza? $5 for a side of fries? C'mon, man! MT compared it to the Panthers, but I don't think you can, since the Panthers is NFL and the 'Cats are NBA. Although the Frontcourt fine dining is well priced and excellent food.

3. business units professionalism

From my limited dealings, except for that bitch screwing up the BCP meetup last season, it's been very good. Though the lower level sales people are stupid, intelligence wise.

4. marketing

There's marketing? I have never seen a Bobcats billboard, ad, or promotion outside of bobcats.com. It's awful. Do they even have a marketing team? Seriously, amour could do their job so much better it's not even funny. Go viral, use iTunes, or just straight up advertise. Indifference is worse...

5. public perception issues and potential resolutions for it

Nothing other than BJ selling, IMHO. Winning cures all, but until then, BJ has pissed people off, fairly or not, and it's not going to change unless he sells or the team wins.

6. what are the top 3 things you would like to remove from the current game experience?

1. Volume on the PA - 10x too loud, outside of intros
2. Volume on the PA
3. Voulme on the PA
Other than that I can't really think of anything

7. what are the top 3 things you would like to add to the current game experience (besides actually winning)?

In this order:
1. More player interaction (i.e. what the Mavs did with the "Diop Diop" vid, what the Heat did with having the players do a Rock Band recording)
2. Actual Bobcat in the main entry
3. Bring back the Q&A's for STH's pregame (as far as I know, they don't do this anymore)

8. information exchange

I'm thinking this is a STH thing? IDK.

9. rufus - pro/con

If he wasn't so corny with his act and he wasn't orange, he'd be great. I don't mind the other stuff, though.

10. compare and contrast the panthers vs the bobcats businesses/marketing

Panthers are on tv for one. Marketing wise, they actually market stuff. They buy tv & radio spots, billboards, and other stuff. They get players out into the media. They make the team accesible and visible to those outside the QC. As far as business goes, well, they have a smart ownership group who let's the coach/gm make the team better without worrying about financials. And they make smart football moves.

One other thing. Maybe say something about getting a weekly Bobcats tv show on a Charlotte station. The Panthers have one, why can't the Bobs? And make this one accesible...

[Felton for Prez]

Great. Thanks. One question though..what is STH?

[davcbow]

Great. Thanks. One question though..what is STH?

season ticket holders

[TattoodCats4life]

There's marketing? I have never seen a Bobcats billboard, ad, or promotion outside of bobcats.com. It's awful. Do they even have a marketing team? Seriously, amour could do their job so much better it's not even funny. Go viral, use iTunes, or just straight up advertise. Indifference is worse...

.

Have you not seen the brand new Raja Bell billboards on I85 Its kinda ironic if you ask me, they had a big ass Okafor/Sprite/Bobcats billboard on 277/16 if you come into charlotte that way - poof gone - now raja - poof gone

[Dunk]

For better or worse, I was asked to attend a small focus group on how to improve the season ticket holder experience. While I certainly have my own views, I figured I'd gather any views that you all might have. I'd welcome all thoughts but am most curious about your views on:
1. affordability / relative value
2. concession prices
3. business units professionalism
4. marketing
5. public perception issues and potential resolutions for it
6. what are the top 3 things you would like to remove from the current game experience?
7. what are the top 3 things you would like to add to the current game experience (besides actually winning)?
8. information exchange
9. rufus - pro/con
10. compare and contrast the panthers vs the bobcats businesses/marketing

Thanks guys. I'll try and report back after the 12/5 meeting.

Here some of my thoughts:

1: I think they're just okay in the affordability dept. The Grizz seem cheaper and they haven't won anything either. You can but top level seats for the rest of the year for $170 there. 'Cats are double that. I don't feel for where I'm sitting is bad but it's a big jump to get to the lower bowl which is the only place left I can go.

2: I pretty much don't buy anything in the arena anymore. I have food and a couple of drinks before I go in. It's crazy. I understand how arenas work (I've met the second in command at Compass Group who does the restaurants for The Biscuit - I mean, I know how it works). It's just that in this climate, why bother?

3: In the arena, totally happy. My experience with my season ticket reps has been just bad. My last one finally left. He sucked because I just never heard from the guy. This new one harassed me until I finally bought my tickets. Haven't heard from him at all even to tell me about open practice.

4: Marketing to my knowledge is a billboard on 74. Play The Right Way! I don't know, I wouldn't base it around a coach that's known to leave teams after a couple of years. Is it because he's white? That's honestly what I thought. Why not around Gerald Wallace? He's the franchise of the team, plays hard, people know and like him.

5: Perception issues are that we haven't won anything and the owner is selling the team and there's a lot of turnover. Just win.

6 & 7: Less hokey stuff on the monitor and more stuff during the game like replays and what's going on around the league that night. More rock music and less hip hop.

8: What information exchange? Everything that happens I get from this website. One thing I'd like to take away from here is that because I'm a 10 game STH (and was 21), I've really felt like this franchise hadn't cared a whole heck of a lot. As a former marketer, I'd be focused on taking those folks and trying to grow them into full season STHs and upgrading them. What's the benefit of buying 10 games when you can get into some of them for a song?

9: I like Rufus. That guy does a pretty good job

10: I don't follow the Panthers (I'm a Patriots fan being from New England) but in my opinion, they seem much more corporate focused. Each game is an event - and with 16 games you can be. They have a white southern guy as the face of the franchise. And they had won quite a bit until recently. Every banker in the city puts on his dockers and golf shirt and goes to the game on Sunday (puke). But they sell. It's a much more corporate, comfortable affair -- every guy I know takes his clients to Panthers games. Or NASCAR. And that, sir, is a lot of guys. If I'm in sales why would I take a customer to the Bobcats?



Hope that helps.

[Scottley Crue]

1. affordability / relative value

I think the ticket prices are pretty fair. I can't complain about mine. I love my seat, especially for the price. No issues here.

2. concession prices

Waaaaaaaay too high. Of course, this is not a new thing for sporting events. And though I appreciate that "shop the right way" card, 5% off concession is nothing. For a STH, it should be closer to 25%.

An idea...Lowe's Motor Speedway did something I thought was neat...they had a .99 cent menu at some of their concession stands...basic burgers, drinks, snacks. Nothing fancy, not huge portions. Maybe .99 cents can't be done, but what about a $1.50 or $2.00 menu? A 12-ouce water? Two slider burgers? Things along those lines.

One other idea...a little more on the healty items. Would love to have a small fruit bowl as a snack. (Or maybe they do and I just haven't found it.)

3. business units professionalism

I had a problem with the first rep I ever had there, but after he was moved, I've been more than happy with my reps. They're quick to help and friendly.

4. marketing

Like Teej, I wonder if there is a marketing branch. This is something the Bobcats are HORRID at. They don't even put out ads to simply let you know when the next game is. They need to get the name out in the community by literally putting their name out in the community. Ads, ads, ads...noone knows you're there unless you tell them. They need to come up with some good quirky, funny ads like the old Ric Flair/Baron Davis one the Hornets did. Something like that...and like Teej says, do it on as many platforms as possible.

5. public perception issues and potential resolutions for it

The public perception is that the owner and team is cheap. Fans want to know that an organization will do whatever it takes to win, which includes spending money. That's not the feeling the Bobcats put out there. Simply put...spend money or be under new ownership who will.

6. what are the top 3 things you would like to remove from the current game experience?

1-They started having the Rythmn Cats pounding the drums out on the concourse at halftime. If you need to make a call, you've got to run far away to make it. After the game, cool. At halftime, give it a rest.
2-PA volume is better this year, but could still be toned down a bit.
3-Goes with #2, but that silly "Let Me Hear You" thing. To me, that music is some of the most obnoxious and terribly loud stuff I've heard. Again, calm it down a bit.

7. what are the top 3 things you would like to add to the current game experience (besides actually winning)?

1-Like Teej said, more player involvement. Again, having them in humorus skits or "getting to know you" blurbs during breaks in the action would be great. Let the town know who's playing for them...they might actually like them.
2-Other skits during breaks. Nothing fancy, just fun, funny stuff. T-Shirt cannons are nice, but not 2 or 3 times a game.
3-PA annoucer saying things that the crowd can get involved in. Kinda like "Deee-troit...Basketball".

8. information exchange

Not sure what is meant by this.

9. rufus - pro/con

Rufus is for the kids. (Much like Wu-Tang...) Really, he doesn't bother me. What he does is fine.

10. compare and contrast the panthers vs the bobcats businesses/marketing

Well, the Panthers actually do put ads out in the community. They are heavily involved with WFNZ, actually having players as regular guests. They're a known quantity. Currently, the Bobcats are not. The Bobcats need to get their name and players out there. If Gerald can be half the jokester on camera he appears to be in the practice clips you see, you can have a familar, interesting face to associate with the team.

Wow...I think I've said enough. Thanks for the opportunity, FFP. It'll be great to hear how things went.

[chabber]

1. affordability / relative value

I've been a season ticket holder all 6 years. No real complaints about the prices from me.

2. concession prices

Keep going up every year it seems. They may be into or past Panther territory now. Every once and a while I will get a drink but that is about it. I have had friends complain about the lack of choices in candy but I doubt that will get changed through a focus group.

3. business units professionalism

The last 2-3 years my season ticket managers have been great. Before that I never really heard from them. Jessica Berkshire was my last one and she was promoted. Alan Wheeling is my new one and I talk to him pretty often. He's done a great job so far at keeping me informed and happy.

4. marketing

I can't say I look for this stuff because I'm going to watch the team no matter what. I don't listen to the radio much and I FF through most commercials. I do see bill boards and other things though pretty often. Just the other day I was in AMC Theatre at Concord Mills and they have stand ups of the players all over. I thought it was a pretty cool idea.

5. public perception issues and potential resolutions for it

The only thing I can say regarding this is to prove that the team knows what they are doing from the top down because most people don't think they do. Including myself.

6. what are the top 3 things you would like to remove from the current game experience?

I don't have any problems here.

7. what are the top 3 things you would like to add to the current game experience (besides actually winning)?

Same as before. I enjoy the overall production from the compilation intro videos to the ladycats. As far as music goes I believe they use a nice mix throughout the game.

8. information exchange

Nada

9. rufus - pro/con

I don't have a kid so no real thoughts on him other than he's more interesting than Sirr Purr.

10. compare and contrast the panthers vs the bobcats businesses/marketing

I may be wrong but I believe the panthers players on the radio are mostly paid to be there by the station. That is the way it was when I worked there last but still they are out there and I'm sure their PR guy is pushing them. It would be nice to get the Bobcat players out in the local media in more ways than they are but I don't listen to WFNZ.

As for in game marketing/business the Panthers games are annoying as hell live at the stadium. They know they have a captive audience and I feel like I'm watching an infomercial instead of a football game. They have no idea how to get anyone involved in the game and will kill any momentum the crowd has by advertising you to death. The Bobcats have a nice mix in this regard as did the Hornets before them.

[TheBeagle]

1. affordability / relative value

I've been a season ticket holder all 6 years. No real complaints about the prices from me.

2. concession prices

Keep going up every year it seems. They may be into or past Panther territory now. Every once and a while I will get a drink but that is about it. I have had friends complain about the lack of choices in candy but I doubt that will get changed through a focus group.

3. business units professionalism

The last 2-3 years my season ticket managers have been great. Before that I never really heard from them. Jessica Berkshire was my last one and she was promoted. Alan Wheeling is my new one and I talk to him pretty often. He's done a great job so far at keeping me informed and happy.

4. marketing

I can't say I look for this stuff because I'm going to watch the team no matter what. I don't listen to the radio much and I FF through most commercials. I do see bill boards and other things though pretty often. Just the other day I was in AMC Theatre at Concord Mills and they have stand ups of the players all over. I thought it was a pretty cool idea.

5. public perception issues and potential resolutions for it

The only thing I can say regarding this is to prove that the team knows what they are doing from the top down because most people don't think they do. Including myself.

6. what are the top 3 things you would like to remove from the current game experience?

I don't have any problems here.

7. what are the top 3 things you would like to add to the current game experience (besides actually winning)?

Same as before. I enjoy the overall production from the compilation intro videos to the ladycats. As far as music goes I believe they use a nice mix throughout the game.

8. information exchange

Nada

9. rufus - pro/con

I don't have a kid so no real thoughts on him other than he's more interesting than Sirr Purr.

10. compare and contrast the panthers vs the bobcats businesses/marketing

I may be wrong but I believe the panthers players on the radio are mostly paid to be there by the station. That is the way it was when I worked there last but still they are out there and I'm sure their PR guy is pushing them. It would be nice to get the Bobcat players out in the local media in more ways than they are but I don't listen to WFNZ.

As for in game marketing/business the Panthers games are annoying as hell live at the stadium. They know they have a captive audience and I feel like I'm watching an infomercial instead of a football game. They have no idea how to get anyone involved in the game and will kill any momentum the crowd has by advertising you to death. The Bobcats have a nice mix in this regard as did the Hornets before them.

Agreed on basically all points.

As an aside, I know, I'm glad she got the promotion, but Jessica was a very cool rep that whether it was an act or not, really made you feel like you mattered. I mean, damn, she called me weekly (being the general misantrhope I am, I only picked up once a month or less, but that's beside the point), that was still damn impressive. This Wheeling dude...got no idea; aside from a handful of generic emails, I've had no interaction with him, be it a "stop and chat" at a game, or a phone call. Besides being slightly misanthropic, I'm also incredibly low maintenace and really don't need anything aside from my 2 seats in 215 and I get those mailed to me for 41 games a year before the season, so I'm set. Still, it's kinda odd no attempt has been made to communicate with me in a personal manner and the Larry David/George Costanza in me will get progressively irritated the longer it goes on.....

Felton for Prez, just let them know that the arena experience is a great thing, and the wide array of different people I've brought to games over the years (some who don't like basketball, perish the thought) always remark how much fun they've had on the way back home. That's really saying something, and is noteworthy!

It would be nice to scale the PA volume down a bit so that I could get my dad to come to a few games; my ears have gotten used to it, but my dad wouldn't have a chance, and that's shame cause he'd like to come, and it would be a chance to spend some time together, but I'd never put him through the cacophony of the intros, pre-tip, pre-2nd half, and 12 minutes. However, from what MT has said, this isn't likely to change, but mentioning it won't hurt.

And as compared to the Panthers? I was eating at Bojangles long before Jake and Steve came to town! They do more marketing than the Cats, of course, but I can't say any of it's worth a damn. And chabber is right about the in-game marketing at BOA.....it's pretty nauseating and a reason I try not to go to more than 2 games a year. It's just not fun, and that's not even mentioning the braindead rednecks who inhabit portions of BOA. I guess the message here is, take whatever the Panthers are doing, and do the opposite.

[Felton for Prez]

Good color, all, thanks. Some interesting themes. I find it pretty interesting that everyone (myself included) more often than not enjoys the experience. I wish I had a ticket rep that called me weekly and didn't speak like robot programmed by Fred Whitfield.

Anyway, the discussion is 2 weeks from tomorrow so please add any other comments that you can think of.