Four Key Customer Experience Lessons From A WWE Live Event
September 28, 2017 - WWE
Earlier this month, we attended a WWE Live event. It was my first, notwithstanding being a long-time wrestling aficionado. While a uncover itself was a fun Sunday night interlude, we came divided from it meditative reduction about a particular matches and some-more about how a WWE uses events like this to put on a category in patron experience, a new holy grail for brands. It was easy to see how a association manages a endless furloughed report with cruel pointing and courtesy to catering to a desires of fans, delivering a few pivotal lessons for other brands looking to benefit a CX corner in a process.
Give your business opportunities for engagement.
I’ll acknowledge that we find a WWE job fans “members of a WWE universe” to be an irritating small bit of corporate speak, though we can’t oppose with their efforts to rivet attendees during a residence uncover we saw. There was an eventuality hashtag, assembly members were permitted, as they are for all events, to move their possess signs, cinema were encouraged. And a wrestlers themselves (excuse me, “superstars”) were equally committed to interacting with fans, with John Cena high-fiving small kids and Roman Reigns gamely posing for numerous selfies. If you’re advantageous adequate to have a formula that business wish to embrace, don’t put adult barriers to permitting them to do so. Give them an eventuality to demonstrate their creativity and faithfulness and be grateful for it.
Set and accommodate expectations.
The lineup to enter a locus was nurse and changed quickly, environment a tinge for an dusk that ran precisely and professionally. The eventuality was ostensible to start during 7PM. we checked my phone and by 7:05, we were good into a initial match. The 10-minute break was indeed 10 minutes. The wrestlers advertised as being partial of a eventuality were there. Whatever we tell business you’re going to do (offer next-day shipping, answer patron use calls within dual minutes, etc.) we improved be prepared to deliver. There are few improved (and, unfortunately, all too rare) feelings as someone who has spent income on a product or knowledge than when a provider of that product or use lives adult to your expectations.
Give your assembly what they want.
Non-televised WWE shows don’t indispensably follow a ongoing account that is presented any week during RAW and Smackdown broadcasts. You see bizarre combos of wrestlers teaming up, feuds aren’t carried over, everybody is looser and reduction focused on inhabiting their character. While a intolerable finish or a run-in creates clarity in a context of a story a WWE is perplexing to tell on TV, a association knows that a 7 year-old whose father gathering dual and a half hours to take him to this uncover doesn’t wish to see John Cena decimated by Bray Wyatt, even if it isn’t “real” per se. It competence be best for storytelling, though it’s not what all those families in a assembly came for. Your business compensate your bills; bargain their desires and essay to accommodate them is CX 101.
Cross-sell and upsell during well-suited times.
During a march of a two-and-half-hour show, a in-ring announcer offering attendees a bonus formula for new sign-ups to a WWE network, mentioned a promotional crater on sale during a benefaction stands and promoted another live eventuality from a WWE’s NXT formula entrance adult in October. None of these pointed sales pitches felt forward or forced. Upselling and cross-selling requires a ability to travel a excellent line. While people are fine with being asked if they’re meddlesome in upsizing their quick food fries for an additional 59 cents, they righteously chafe during being pushed to squeeze additional, remaining word when picking adult their let car, for example. Making a ask for a bigger (or additional) investment comes down to meaningful when your business are many fair to this ask and what form of offer creates clarity for their stream context.