SBD/November 4, 2013/Leagues and Governing Bodies

NBA Partners With Disney Institute To Create Customer Service Plan For Teams

The NBA is partnering with the Disney Institute to "create a leaguewide customer service program to improve the fan experience at NBA arenas," according to John Lombardo of SPORTSBUSINESS JOURNAL. A steering committee of "about nine NBA teams and key concessionaires" Levy Restaurants and Aramark recently met in Orlando with Disney Institute execs. Participation in the program "will be voluntary, with a near six-figure annual cost to be paid by each participating team." The program "will include strategies for teams to improve customer service during game nights along with employee training, and the development of specific customer service standards that will be put into place over time." Sources said that the Pacers, Heat, Nets, Magic and Spurs are "part of the league’s steering committee, but league officials would not disclose the teams." The Nets and the Magic "have used Disney training in the past." The Disney Institute in recent years has "worked with a variety of sports clients, including the NFL and major college sports programs" such as Michigan State, Tennessee and Arizona State. While other leagues have "used outside services," this "marks a deeper alignment where a league has partnered with a group to formulate a specific set of industry standards on the fan experience" (SPORTSBUSINESS JOURNAL, 11/4 issue).
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