The Ultimate Fan Experience
Creating The Ultimate Fan Experience through expert consultancy
The Ultimate Fan Experience
Creating The Ultimate Fan Experience through expert consultancy
About Us
Our Passion For Fan Experience
In today’s dynamic world of Fan Experience, sporting organisations are increasingly recognising the significance of enhancing their fan experience on both matchdays and non-matchdays. This focus is essential for attracting and retaining supporters, both now and for future generations to come.
Sporting events are no longer merely about the 90-minute game of football, or 80-minute rugby match. There is now a growing demand for fan experience initiatives and services that engage and assist supporters before, during and after each event, and everything else in between.
“A matchday is so much more than just a 90-minute game of football”
Jon Helliwell
How We Can Help
Benefits For Your Organisation
Improved Fan Experience
Through thorough observation, clear and constructive consultation, and effective implementation and preservation of future programmes.
Increased Revenue & Attendances
By enhancing the Fan Experience, in-turn increasing fan attraction and retention, ultimately leading to higher sales and revenue.
Improved Supporter Services & Staff Development
Through meticulous feedback, driving impactful service improvements and recommended staff training programmes.
Expert Insight & Support
By offering comprehensive analysis and insights from experienced industry professionals.
Our Programmes
How We Create
The Ultimate Fan Experience
The Fan Experience is an exhilarating and evolving concept that, while new to many organisations and can initially seem complex, offers immense potential. At The Ultimate Fan Experience, we simplify this journey by categorising the Fan Experience into matchdays and non-matchdays and empower organisations to create memorable experiences by utilising our four key programmes: Observation, Consultation, Implementation, and Preservation.
We are dedicated to supporting organisations at every level of the sporting pyramid, from Premier League Football Clubs to Super League Basketball Teams. Organisations can choose their ideal level of Fan Experience support, from an in-depth Fan Experience Report that includes valuable in-person feedback through our Observation and Consultation programmes, to expert guidance in designing, developing, and delivering innovative Fan Experience initiatives through our Implementation and Preservation programmes.
Regardless of your current stage in the Fan Experience journey, we have the perfect programme to help you thrive – whether you’re just starting out, or ready to elevate your Fan Experience to the next level. Together, we can create unforgettable moments for your fans that drive engagement and improve your matchday and non-matchday Fan Experience!
Observation
Programme 1
Our first and most popular programme offers a thorough examination of your current Fan Experience, seamlessly integrating both matchday and non-matchday experiences. With an on-site visit from one of our expert consultants, you will receive invaluable insights through a detailed Fan Experience Report, highlighting both strengths and areas for development.
Click for more
Consultation
Programme 2
Our second programme of The Ultimate Fan Experience invites a deeper connection by facilitating an in-person dialogue with your organisation’s key personnel, where our expert Fan Experience consultant meticulously unpacks the insights from their Fan Experience Report. This collaborative session not only illuminates the strengths and areas of improvement identified during the observations programme, but also fosters a rich exchange of ideas, laying the groundwork for actionable strategies that resonate with your fanbase.
Click for more
Implementation
Programme 3
In this pivotal programme of The Ultimate Fan Experience, we invite your organisation to redefine the way you engage with fans, by partnering closely with our expert consultant to create experiences and initiatives that truly resonate with your supporters. Our implementation programme goes beyond mere enhancements; it’s about unlocking creativity and driving innovation.
Click for more
Preservation
Programme 4
Our fourth and final programme to creating The Ultimate Fan Experience is designed to be a proactive partner in your journey, ensuring that the magic of each matchday and non-matchday continues to flourish. This ongoing engagement nurtures a culture of continuous improvement, where organisations benefit from regular observations and insights that drive the evolution of their Fan Experience.
Click for more
Meet the Team
Jon Helliwell
Director of The Ultimate Fan Experience, and highly astute Fan Experience consultant, Jon boasts a wealth of experience in programme design, development and delivery, excelling in creating engaging and impactful Fan Experiences.
Jon’s background includes serving as a Sports & Activity Programme Consultant in the cruise industry, following the completion of his Masters Degree in Sports Science, as well as holding roles such as Fan Experience Lead, Supporter Liaison Officer, and Disability Access Manager at a Premier League football club.
Jon has a proven track record in programme development and enhancing both the matchday and non-matchday Fan Experience, with his most recent accomplishment coming at his current club, achieving a top 3 ranking for the ‘Best Fan Experience/Family Club of the Year’ among 72 clubs in the English Football League.
Jon has driven an impressive array of initiatives, including Fan Zones, Sensory Rooms, First Time Fan Schemes, alternative club Mascot Packages and Fan Advisory Boards. His sharp focus on the details and relentless pursuit of project completion guarantees an exceptional experience for fans.
With his commitment to elevating both the matchday and non-matchday experience, Jon is perfectly positioned to help your organisation create The Ultimate Fan Experience.
“Enhancing The Fan Experience is so much more than just a Matchday”
Jon Helliwell
Why Us
Our Expertise
At The Ultimate Fan Experience, we take pride in being the only Fan Experience company to offer comprehensive consultancy services using four key programmes, aimed at delivering The Ultimate Fan Experience on both matchdays and non-matchdays.
Unlike many of our competitors that solely focus on family-oriented supporter feedback and assessments, The Ultimate Fan Experience goes that step further, leveraging industry experts who understand precisely what organisations require to create an exceptional Fan Experience.
Years of Experience Within The Sport, ActivITy and Fan Experience Industry
DEMONSTRATED SUCCESS WITH A CLEAR AND VISIBLE TRACK RECORD
HIGHLY QUALIFIED AND EXPERIENCED CONSULTANCY, INCLUDING SPECIALISED TRAINING IN DISABILITY SERVICES
%
Flexible Approach to Putting Your Organisation First
Contact
Get in Touch
Observation Programme
Matchday Fan Experience (visit)
This first part of our observational programme covers a full matchday visit of your choice, where our consultant will report on, but not limited to, the following:
- First Contact (e.g. ticket purchasing process)
- Matchday Social Media Posts (pre, post and during)
- Arrival (e.g. travel to the stadium, directions, parking, steward directions)
- Matchday fan experience initiatives (e.g. first-time fan schemes, fan zones, family concourse entertainment)
- Retail (offerings/service)
- Refreshments (quality/service)
- Facilities (e.g. toilets, changing places, seating area)
- Matchday Staff (e.g. stewarding, mascot, catering staff, supporter liaison officers, community staff)
- Matchday Build up/Atmosphere (e.g. pitch activations, half-time entertainment)
- Full Time (e.g. leaving the stadium, activities, club follow up messaging)
Non-Matchday Fan Experience
The second part of our observational programme covers a comprehensive look at the Fan Experience outside of matchdays, where our expert consultant will focus on, but again not limited to, the following:
- EPL/EFL Fan Engagement Standard (e.g fan engagement plan and fan advisory board – football club specific)
- Website (e.g. fan experience specific web pages, general information finding)
- Social Media Content (pre and post matchdays)
- Visitor Guides/Club Charters
- Official Supporter Groups
- Disability Access, Information/Facilities (e.g. access guides, sensory rooms, changing places toilets, disability access statements)
- Club Events (Christmas, half-term themed events, signing sessions, open training sessions)
- Club Charity Work
This holistic approach to observing the Fan Experience ensures that every interaction, whether during a matchday, or the moments in between, resonates with supporters, cultivating a loyal fanbase and providing fans with initiatives and services they require and a comprehensive matchday and non-matchday Fan Experience.
Consultation Programme
By engaging with the findings from the Fan Experience Report in an interactive format, your organisation can directly influence the evolution of the Fan Experience, ensuring it is not just seen, but felt. Within this programme, your organisation has the flexibility to tailor your visit to suit your needs, whether that involves a one-on-one session with your organisations Fan Experience Lead, or engaging with each departmental head separately to share feedback. Throughout this process, our Fan Experience consultant will identify key areas for development, and provide a comprehensive summary of best practice initiatives and recommendations. This guidance will empower your organisation to enhance and implement initiatives to deliver The Ultimate Fan Experience.
Implementation Programme
By deeply understanding your organisation’s unique culture and aspirations, we co-create tailored Fan Experience Initiatives that truly connect with your supporters. Our Fan Experience consultant will be there to collaborate with you, whether you need support on a short-term, full-time basis or prefer a part-time arrangement over a specified period. Our expert consultant will engage with various departments within your organisation, or work closely with individual team members, guiding you in the implementation of innovative programmes and initiatives tailored specifically to your organisations requirements. The choice is entirely yours, depending on the actions and recommendations you wish to pursue following our Observation and Consultation programmes. Please note that our Implementation programme is designed to follow the Observation and Consultation phases.
Preservation Programme
Organisations can choose to carry out this programme annually, bi-annually, or however often you desire, depending on your specific needs and goals. The flexibility of our Preservation programme allows each organisation to tailor its approach, deciding just how much they wish to invest in enhancing the Fan Experience. By committing to this process, organisations can continue to attract and engage current supporters, while also building a strong foundation to retain future generations of fans. This stage empowers organisations to not only sustain the loyalty of their existing fanbase, but also to expand it, ensuring long-term success and deeper connections with supporters.