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

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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