The experience at a game – how you feel about the experience at a game – is based on a bunch of stuff, and not necessarily tied into how your team does.
If I am at a new restaurant, how I feel about the place is somewhat dependent on the food but also dependent on how nice the waiter was, how easy it was to park, and how easy it was to get that 2nd Mai Tai. Your review and ultimately your return to the restaurant are based on these factors.
A fans’ experience at a game is dependent on similar things; the weather, how nice the ushers are, how good the food is. But it’s also dependent on things a venue can help control; how long the lines are, how easy it was to find your seat or car, whether or not you caught the replay of that great play. Venues that provide in-seat food ordering, video replays on smartphones, and seat finder apps can help create good fan experience.
Good fan experience means a happy fan, and a happy fan means they are more likely to return for another game. Let’s talk it one step further; Venues are learning they can use technology to improve the fan experience while they are at the game, and then take advantage of “The Halo Effect” to sell more for, merchandise and ticket to another game. They can interactive with the fan while they are in the venue and offer food, merch and game tickets when the fan is most likely to buy.
At Penn State football, if you missed the awesome touchdown catch no worries. Pull out your smartphone and watch it as many times as you want, from multiple angles. Want to not wait in line for food? At Stanford you can order food from your seat and are sent a text when it’s ready to pick up at a special express window. Teams are beginning to see mobile as a great way to connect with there fans when they are in their venues.