Football Fans Don’t Put Up With Bad Experiences

As a football fan, I’m thrilled that the NFL has come to an agreement with its referees. Poor calls from the replacement refs hurt the game, deflecting attention away from the core product—NFL players playing football.

In a previous post, I found that the NFL is by far the most popular sport in the U.S.; over 57% of consumers are football fans. That’s a huge audience. To get a sense of how these masses of fans might have affected NFL’s decision to end the strike, I dug into Temkin Group’s benchmark study of 10,000 U.S. consumers.

It turns out that the NFL had a lot of pressure to fix the problem. As you can see in the chart below, NFL fans are much more active in communicating their displeasure in just about every manner that’s possible. They’re especially vocal on Twitter where they are almost twice as likely as the overall U.S. population to tweet about a bad experience.

The bottom line: The NFL can’t afford to deliver bad experiences

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I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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