Rob Neyer, National Baseball Editor for SBNation, shares a video mailbag where he answers readers’ emails. He provides an answer for a question I sent his way about what sports organizations can do to enhance the customer experience.
Thanks for the response, Rob!
I think that’s a nice idea about preventing fans from going to/from seats in the middle of hitters’ plate appearances. Seated fans might not want to miss any game action.
If I haven’t harped on in-game music in a blog post already, I certainly have on Twitter. Excessively loud music makes conversation and communication hard. Baseball is a quiet game, so why take that away?
Probably the biggest issue I have had with music isn’t the volume but the music selections. Most minor league teams allow hitters to select their at-bat music. Not to sound like an old fogey and go all “GET OFF MY LAWN!!” but most young minor league hitters are between 18-23 years old while most game attendees are either 25+ years old, or younger than 12 – you know, families. I’m betting the paying fans aren’t going to care much for the music enjoyed by 18-23 year old players. If the minor league game experience is to be geared toward the fans, select more fan-friendly music.
I’ll use an example. I have great love for the in-game programming of the Dayton Dragons. When I last attended a game, they played fun family-friendly music for their hitters as they came to bat (it’s possible the management took suggestions from players or provided a list of select songs they could then choose) and they picked silly music for opposing batters (think the Sesame Street theme or Daydream Believer by the Monkees). I thought it was quite novel and I’d like to see more teams do that for their fans.
Not exactly a discussion on implementation of lean concepts, but in minor league baseball the primary focus of any activity should be on the fan experience. Using lean thinking feeds into that, as does in-game programming.