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Helping you deliver quality visitor experiences

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.’

Top tip of the month

Providing excellent customer service means your staff are Proactive (approach customers who need assistance) Approachable (a smile and open body language) Knowledgeable (understand the business they are in and anticipate customer needs)

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