This blog has previously touched on the importance of businesses reaching out to customers and ensuring that all of their needs are properly met. In a recent Forbes article, it's discussed how the National Football League (NFL) has taken note of that fact, along with the increase in individuals using social media sites.
According to the article, the league partnered with Buddy Media – a social marketing company – to form effective social media platforms for both the NFL and individual teams. It helps to decipher what fans want and it allows teams to engage with them beyond the normal framework of the game.
For example, every team has implemented mobile-optimized websites, which allows fans to quickly and easily find information about their favorite team on their phones. Some NFL teams even have team-specific applications that can be downloaded.
The New England Patriots are one such team. The Patriots partnered with a tech startup to create an application that would rev up fan involvement and interaction.
Fred Kirsch, the team's head of new media, told Forbes that the increased social media aspect has improved the Patriots' ability to interact with fans.
"Our biggest growth area in digital has been our app for iOS and Android," Kirsch said to the news source. "After talking with SessionM and discovering their solution for incentivizing and rewarding fans, we felt it was a way to take engagement to the next level."
Business and organizations would be well-advised to take a page out of the NFL's playbook. In today's technological world, customers have communication opportunities available through multiple means. Working with a third-party answering service that offers phone, email and text messaging services offers consumers a wide array of options to contact a representative.