Monday, August 4, 2008

Customer loyalty

During a recent family trip we stopped by the Pro Football Hall of Fame in Canton, Ohio. The day we were there, preparations were being made for the induction of five new members the next day. Two, Art Monk and Darrell Green, played for the Redskins. During our day-long visit I noticed the huge number of Redskin fans. I wondered aloud if this was usual -- such a strong outpouring of fan support for one or two players. Turns out it wasn't. (Click here for article by Michael Wilbon of the Washington Post on the induction ceremony and large number of Redskin fans.)

I wonder how many sports teams or companies can claim to have this much loyalty. There had to be several thousand Redskin fans floating around Canton the day I was there. All either drove the 350 miles or flew to Cleveland. And in this day of $4 per gallon gas that's saying a lot.

This came a week after visiting the Chicago Bears training camp in Bourbonnais, Ill., on the campus of Olivet Nazarene University where we witnessed something similar. Admission was free, so was parking. We had great seats right near the practice field. We got to roam around during the practice and afterwards many of the players came over to the sidelines and offered up autographs. (That's Devin Hester in the photo at left.) My kids were already Bears fans before we went down to camp but the rich experience made them even stronger ones.

Of course they forced you to walk through the gift shop to get to the field but you didn't have to buy anything (we resisted).

In both instances I marveled at how two pro teams had managed to keep their fans so happy.

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