Quality Progress - January 2015 - 12

KEEPINGCURRE CUSTOMER EXPERIENCE In-Person Improvements P NFL looks to technology to delight customers and keep stadium turnstiles moving Professional sports throughout the world- ing on Facebook and Instagram, watching Stadium,5 still many teams have invested in especially the NFL-are enjoying billions of video, checking fantasy stats and browsing what stadium visitors have come to expect: dollars in profits, in large part from lucrative during time outs and between plays. high-definition, big-screen boards that Ten of the NFL's 32 teams, however, provide more than just statistics and score including Green Bay, Baltimore, Cleveland, updates, but high-quality game replays and mercials to the captive audience the NFL at- Buffalo, Houston, Oakland, San Diego, Wash- other entertainment. tracts on TV, especially as the league enters ington, Minnesota and St. Louis, still have no its wildly popular playoff season this month. fan-facing Wi-Fi services at stadiums. TV contracts. Advertisers pay top dollar to show com- The average price tag for a 30-second com- Late last year, the league named Extreme Just a few examples of other recent technology upgrades teams have implemented in an attempt to delight NFL customers mercial at this last year's Super Bowl, for Networks as its "first official Wi-Fi solutions include: example, was $4 million.1 DirecTV pays the provider" to work with teams to deploy the * The San Francisco 49ers introduced a new NFL $1 billion a season for the rights to all needed infrastructure to upgrade stadium team app that offers exclusive replays, as Sunday afternoon games under an exclusive Wi-Fi capabilities. "We've given all our clubs well as food ordering and delivery to all seats for fans who visit its stadium.6 deal that runs through the * The Miami Dolphins offer an app for fans 2015 season. 2 to receive location-based notifications to Not only does the NFL want to keep fans' eyeballs direct them to their seats from the en- glued to TV screens, but it trance of the stadium, locate the closest also wants fans' backsides food and beverage options and alert them sitting in stadium seats. With if a concession line is shorter at another fans enjoying built-in creature location.7 Other teams are investigating comforts at home, including how to apply this technology to help fans find nearby restrooms with short lines. reliable internet connection * The Cowboys unveiled a new fan experi- to stay apprised of fantasy football statistics, NFL teams ence board (separate from its mega video know they must evolve display mentioned earlier) that rotates 360 stadiums' technology-related degrees and connects fans in the stadium through an app. By pressing the team logo offerings to delight customers a goal of the 2015 season to be up to par on their mobile devices, fans can activate with Wi-Fi in the bowl areas as well as the scoreboard to flash and vibrate, which so good with the NFL channel, and the Red upgrading their mobile carrier networks. culminates in a big boom. This gives fans Zone, and HD televisions and other options," Most are on track to do that," said NFL CIO another way to create noise and believe said New York Giants' owner John Mara. Michelle McKenna-Doyle.4 they are influencing the game.8 and keep that in-stadium revenue flowing. "TV viewing experience of our games is "We have to give people reasons to want to come to our games. So, making the in- Bold boards and more Improvements at Wembley stadium experience special and different is Other teams have gone further to elicit that NFL teams may want to take note of what's a priority."3 customer "wow" by upgrading and enlarg- happening at London's famed Wembley ing stadium video boards. Maybe not to Stadium, which just signed a multiyear deal ous upgrade for teams to tackle at stadiums. the extent the Dallas Cowboys did in 2009, with Britain's largest digital communications Many already have addressed infrastructure when the team installed the world's largest company to provide the venue the world's issues to accommodate fans' tweeting, post- high-definition LED video display at AT&T fastest mobile data network. Wembley also Ramped-up Wi-Fi infrastructure is an obvi- 12 QP * www.qualityprogress.com http://www.qualityprogress.com

Table of Contents for the Digital Edition of Quality Progress - January 2015

Up Front
LogOn
Expert Answers
Keeping Current
Mr. Pareto Head
Total Quality’s Leader
Narrow(er) Focus
Dissecting the Differences
Separate Steps
Innovation Imperative
Measure for Measure
Quality in the First Person
Career Corner
Statistics Roundtable
Standards Outlook
QP Toolbox
QP Reviews
One Good Idea
Back to Basics

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