Running a sports team isn’t that different than a regular company.
You’ve got a fan base (aka customers). You rise or fall in the standings, as does your revenue (like being publicly traded). And fans have no shortage of opinions on the team (aka customers + shareholders).
But regardless of which you are, fostering the relationship with your customer helps maintain a great, sustainable relationship and reminds them you truly value their business.
So whether that’s a brand responding to you in social to help repair a bad customer experience (think Uber or Amazon) or Glen Sather (GM of the NY Rangers) writing an open letter to fans about the state of the team, it helps foster my fan hood (aka brand loyalty).
An awesome lesson in transparency that is both self-aware and relatable.