Engaging Fans: Behind the Scenes with Brighton & Hove Albion’s Jenny Gower
Customer Engagement Examples of ExcellenceShow Notes
In this latest episode of The Voice of Customer Experience, we talk to Jenny Gower, Head of Ticketing and Supporter Services for Premier League team Brighton & Hove Albion.
Jenny has been with Brighton for 11 years and leads an enthusiastic and engaged team in a wide range of customer-facing activities that have a positive and lasting effect on the fan experience at the Amex Stadium and beyond.
She tells us how the culture at Brighton, shaped by Chairman Tony Bloom and CEO Paul Barber, flows seamlessly throughout the club and helps establish key values for success that all staff embrace and adopt in their various roles.
Jenny goes on to share how this plays a vital part in developing and maintaining fan engagement at a high level. Along with consistent and actionable fan feedback, they are able to respond to changing demands and address fan issues quickly and efficiently.
She also highlights how technology is playing an increasingly important role in enhancing the fan experience. A large percentage of fans now engage digitally, providing timely and accurate information and speeding up many matchday activities for the benefit of both fans and the club.
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