Yonit Sharabi, Customer Experience Manager; Liverpool Football Club
‘VisitFootball has had such a positive impact on the club. Before, most departments tended to work independently on their own action plans. Because VisitFootball considers the whole supporter journey, it has encouraged staff to work together as one team.
One of the greatest benefits is that VisitFootball helps you to ‘stop and think’ about why you do things. Like any club, some of our practices are practices of many years. VisitFootball encourages you to step back and question processes; it focuses on putting customer at the heart of thinking rather than the process itself.
We are now seeing greater allocation of funds to customer initiatives including a dedicated match day experience budget.’
Steve Parish, Chairman; Crystal Palace Football Club
“I’d recommend the LiveTourism assessment briefing to senior levels at every club. Supporter expectations are changing, and we’ve used the in-depth understanding and practical suggestions to help prioritise actions and target resources in ways which work for the club, our fans and visitors.”
Elly Cockcroft, Marylebone Cricket Club
“Delivering an exceptional customer experience that delivers on our brand promise is critical to our long term success at Lord’s. LiveTourism has taken the time to understand our brand and our customer needs in order to professionally assess our match day experience. In doing so they deliver insightful ideas, some of which we can action immediately and some which form part of our longer term strategy on ways we can improve. Working with LiveTourism enables us to continually strive to deliver world-class customer experiences and their friendly, adaptable approach means they can deliver, sometimes critical assessments, to everyone in the organisation from the CEO to the stewards.”