One of the most important aspects of gaining support in good times in bad for any effective brand, let alone a sports or entertainment property, is to make sure you are ingrained as a part of the community, not just as an elite attraction. Whether you are a Valley National Bank or Target the Los Angeles Dodgers or Manchester United, finding ways to connect on a personal level with consumers who have discretionary income to spend with you or some competitor can mean life or death for your company, and that connection is even more essential during the rainy days as opposed to the sunny days when all is humming along. That need for support because they are “one of us” is vital.
In sport, often times elite brands seem to lose touch with fans during those boom years. The championships, the All-Stars, lead to a much needed rush for profit and athletes, the team and often times its partners, have so many people come a knocking that they can forget those who have been brand loyal for years and might get lost in the wash of success for those who have jumped on the bandwagon. Those types of problems are the ones that many in sport would like to have; too many fans and too big demands on time; but those are the times when all the building for the future, as part of the community, need to be emphasized the most. Teams like the Boston Red Sox and their longtime work with the Jimmy Fund, raising money for ill children, or the Philadelphia Flyers, with the Flyers Wives Save Lives campaigns, are just a few examples of sustainable, long-term legacy commitments that teams have regardless of what goes on between the lines.
In the Northeast, owner Josh Harris and his team of front office executives led by Scott O’Neil, certainly have their work cut out in rebuilding and extending that longtime connection with fans with not one but two franchises, the Philadelphia 76ers and the New Jersey Devils. Two recognizable and strong names with solid performance histories on the field, the Sixers and Flyers are going through transition periods as businesses, as well as in many ways on the ice and the hardwood (albeit the Sixers having a much worse season than Lou Lamoriello’s Devils). With that transition on the field comes a growing innovation opportunity off it. Both franchises announced earlier this year a deal to find ways to tap into the now legal world of on-line gaming in New Jersey, and are looking to other categories to find economies of scale to bring new companies into the mix who haven’t been involved in the business of professional sports before. Trying times make for interesting partners.
In addition to that business opportunity, both teams realize the need to find new and creative ways to engage communities on a broader scope who can be part of the team experience from far and away in their geographic area. The advent of digital and social media has given teams a way to engage with fans on a global platform like never before, making everyone interested part of a community that was much more disjointed than ever before, and the ability to fill distressed ticket inventory during some lean times crates even more opportunity for casual fans to embrace and enjoy the in-game experience that they not be able to in other years.
With that idea of community in mind, the Devils and Prudential Center this week launched their “My Town” promotion. The idea is very basic, but effective. Recognize everyday leaders and heroes in select communities based on online nominations from fans. Throughout games in March, New Jersey towns will be highlighted with honorary game captains, an in-game welcome, a local color guard presenting pregame festivities, vignettes on the community and a Heroes Among Us feature. Woodbridge, N.J., was the first town highlighted this week for a game against the Boston Bruins. The program is an expansion of one many teams do, recognizing a local person for amazing community work, but it seems to take the idea to a new level. It is much broader and driven by fan and community interaction, and brings the Devils brand to the community as well as bringing casual fans to the Prudential Center. Maybe it helps a local realtor get more exposure to buyers, or a local business draw more foot traffic. Maybe it helps a school struggling for funds get more opportunity to attach to donors. Maybe it just lifts the spirits of a family struggling through the challenges of everyday life. Maybe it creates some binds to a community that didn’t really care about hockey, but now has a reason to support “one of us” down the road. It is smart business and smart community participation to expand the brand beyond the ice in a way that connects civic pride, economic growth, and community awareness all in one. Now it’s not like the Devils have not tried to be more inclusive before. The previous ownership under Jeff Vanderbeek looked to make thousands part of the “Devils Army” through community and digital and social programs that became a model for the NHL in many ways. This program however becomes even more grassroots, putting down stakes away from hockey into towns, with the hope that the team and the community become even more intertwined in support well beyond the ice; a program which can probably be replicated in Philly if needed down the road with ownerships their property.
Is the goal for any team to move more tickets and merchandise? Of course, it is a business after all. However by taking the time to listen and engage more un the community, the Devils and the Sixers, like all smart brands, are going to try and become much more than a team in a geographic area, they will become one of us, regardless of results, and that’s what successful brands do so well, in good times and bad.