I hate missed chances. When you are a stAte fan they take up far more of the conversation with fellow fans than is probably healthy. At some point you have to quit carrying the burden of missed chances and go forward.
After that introduction, I’m going to complain about missed chances because I have a positive counter-point to offer to illustrate why it is frustrating.
The past few years we’ve seen a “text your answer” poll or trivia game on the video board at ASU Stadium at each game. After sending in my response I was always puzzled why I never received a response text with an offer to sign-up for promotional text messages. The types I’ve seen before usually offer you an occasional text reminder of upcoming games and let you know about the upcoming promotions and specials for those games. I’ve never been offered that.
Sunday I was in Arrowhead Stadium where the text promotion was a chance to win an autographed Manchester United jersey. I don’t like the Red Devils and it would probably have been e-Bay bound had I won (after trying to sell it locally to a couple bars that push soccer coverage) but I wanted to see how the Kansas City Wizards of Major League Soccer handled the text promotions. Promptly received a text saying I was entered and if I wanted information about the new stadium and tickets text back my name and email. So I sent it.
The next day driving home, less than 24 hours after the game, I get a call from the Wizards. They asked if I had seen the video of the new stadium (yes, my eyes work, it was in heavy rotation on the ribbon board). They explained how I could get in line for season tickets at the new field, but understood living hours away that wasn’t practical so they would give me a direct line number and a person to call to get discounted single game tickets and avoid the online ordering fees.
A prompt response. No complaint there. An offer tailored to my situation, great work there. All in all, I was impressed. I then called Chris Wyche, who used to be an assistant AD at ASU and is now a vice-president with the Wizards after I got home to let him know that I was impressed with the marketing effort and use of text messaging.
Wyche said it had been a big success and the people working the phone banks were actually staying late because they were getting such positive feedback that they were enjoying it and wanted to strike while the iron was hot. They were not only selling reservations for tickets to the new stadium opening next summer, they were selling mini-season ticket packages for the remainder of this season. As of yesterday they reported having sold over 700 season ticket committments for 2011.
Since I had him on the phone I went on to ask about their official twitter feed @kcwizards because it is one of the best official feeds I’ve seen. They don’t just tweet links to official press releases. They also do pre-game tweets reminding fans of the game and their tv/radio/internet viewing/listening options. That second step places them ahead of most right there. As Billy Mays would say, “But that’s not all!”. The official twitter feed sends out links to local media reports about the team, photos from team practices and trips, responds to a few questions from fans and even links to fan blog articles about the team… even some that are critical.
Wyche said the team was getting big into social media. He said that a couple of people work to maintain their social media work.
It’s one of the best social media programs I’ve seen in sports. As I noted above, most teams just use Twitter as another way to let people know about new press releases. The Wizards are brave enough to retweet fan comments, answer questions, and even let people see less than flattering comments made about the franchise.
Arkansas State could learn a great deal from the Kansas City Wizards about marketing. The team has a top-notch plan and they take advantage of opportunities that arise when fans interact with their text and social media programs.








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