The gameday experience is not just about the game anymore. It starts well before your fans leave their homes. It’s “driveway to driveway”.
Fan touchpoints include buying tickets, choosing seats, and navigating the ever-changing “how-to” process for parking, security, health screenings, and finding the restroom. The fan experience is far more than what happens in the seats. It includes entertainment, concessions, suite and club level ownership, activations, merchandise, data, technology, and customer service – all executed flawlessly. MMG experts can assess everything that impacts the gameday experience – from the parking lot to the production booth, the concession stands to the scoreboard and press box. We ensure a holistic, integrated, and immersive experience that boosts satisfaction, elevates loyalty, and fosters a reputation for excellence.
Fans want to be entertained before, during, and after the game. We help you create an experience that starts at home, peaks at your venue, and continues after the final whistle. MMG leverages its extensive experience in sports production, technology, branding, and traditional and new media optimization to improve engagement and time spent at your stadium or arena. While our experts are assisting in the booth with technology, our operational experts are helping you deliver best in class experiences, at scale, by elevating physical experiences like parking, arrival, seating, crowd management, food & beverage delivery, premium experiences, exit plans, and more. And we can help tie everything together by helping you create a deep culture of Disney-inspired service excellence.
We’re sports and entertainment fans first. We love the games and we cheer for the players. The thing is, when we attend games, we see so much more. We view the entire event through a very critical eye, always looking for ways to elevate the experience. That’s because we believe that everything begins with the customer, that is, the fan. They decide whether or not you are delivering on your brand promise and ultimately whether they love your brand. It’s about elevating the experience to exceed expectations.
What sets MMG apart from others is that we did precisely that at two of the most well-known brands in the world, namely Disney and ESPN. We not only played it. We lived it. We’re a team of experts in the integrated fan experience.
And now we can do it for you, too.
MMG’S experience experts can develop new ways to connect with your fans. Our operational and customer service experts, whose core strength is assessing your customer experience, can measure the gap between your brand promise and operational excellence, and help you up your game. Leaning on our Disney and ESPN DNA, we develop a plan that translates operational excellence to bottom-line financial results. We innovate and improve the fan experience, and identify revenue opportunities to drive profitability. We create a culture that values and rewards the consistent delivery of a brand promise that won’t erode over time. It’s a culture where employees are empowered to own the moment and create magic for your fans – and each other – with every single interaction.
At a time when so many games are being played in empty venues and fans must cheer from afar, MMG will help you remain engaged with your fanbase to fulfill your sponsorship obligations and generate revenue.
Moments of truth don’t just happen on the court or on the field of play. They happen whenever and wherever a fan touches your brand, and especially when they encounter your employees who are the trusted stewards of your brand. The fan experience is a collection of a million little things and every one impacts your fan experience. At Disney and ESPN, that’s a way of life. Our experts understand each and every touchpoint - driveway to driveway. We’re hands-on. We walk the talk because we’ve done it all before. And that’s just how we will approach your experience.
Don’t know how you’re doing? Call a “Time Out” and call us in. We will evaluate your end-to-end customer journey, in both the physical and digital space. We’ll dive into your organization, evaluate your staff and your fanbase, and analyze your existing resources to identify new opportunities. We help you find ways to be more efficient, entertaining, fan-focused, and revenue-generating, while creating a magical experience.
We walk a mile (many, actually) in your fans' shoes and leverage those observations and findings to boost your experience and service execution. This is not a run-of-the-mill secret shopper activity providing feedback, but executive-level experts providing detailed observations, context as to how hits and misses are impacting your brand, and specific recommendations on how to build solid and effective internal controls that will allow you to maximize efficiency and accountability.
We gather and evaluate information on how your staff feels about the employee experience and how your fans feel about their experience. We also dig deep into your efficiency and evaluate every aspect of your leadership structure and day-to-day operations.
We improve top and bottom-line results by optimizing all operating platforms within your business. We specialize in optimizing your business model by keenly leveraging your products and services, building effective pricing and promotional strategies, and creating a highly effective, fan-centric culture throughout the organization. We build standards, operating guidelines, processes, and organizational platforms supporting the delivery of the fan experience.
MMG takes a holistic approach the delivery of the experience and examines safety & security, overall customer service, parking, sense of arrival, ticketing, entertainment, merchandise/retail, food & beverage, wayfinding & signage, maintenance & cleanliness, and the flow of fans into, through, and out of the experience.
MMG experts can be your full-service production company and produce everything from short in-stadium features to long-form branding and sales pieces. Technology is ever-changing and MMG’s recognized experts in the gameday experience can build a team to deliver solutions to meet the needs of your venue and your event. We supply mobile production facilities, directors/producers, and crews. We consult on the permanent build out of production facilities as well. Our expertise includes:
Your brand, and that of your valuable sponsors, should permeate throughout the entire experience. MMG works with you to holistically evaluate how your brand is executing. We will recommend improvements, and our team of designers can create a new dynamic package.
We design graphic looks and elements, create automated stats pages, score bugs and other data management including social media aggregation. Our expertise includes:
We create technology to enhance the experience and bring what the fan expects at home to the stadium. This includes everything from 1st & 10 lines, virtual technology to help tell the story and generate new revenue streams, and more.
MMG consults on the stadium/venue TV Control to support multi-media content, create custom channels, and insert advertising on live broadcasts. We can further support with system design and installation, graphic design and event management of the system.
Today’s fan expectations are higher than ever and our web, mobile, and expanded digital offerings put you in a prime position to reach fans of all types. We can introduce solutions that will enable you to drive greater active fan engagement on location, from their homes, and between events.
MMG has significant experience in working with partners and sponsors while creating activation opportunities for this critical part of the business.
We can assist specifically with:
MMG’s team of former Disney executive experts led the global retail development “Center of Excellence” and developed retail locations across the Walt Disney Parks and Resorts business segment, including Theme Parks, Resorts, and Cruise Line. Our expertise and industry insights include, branded, co-branded, and themed experiential environments, corporate alliances, merchandising of fashion apparel, jewelry, co-branded luxury products, licensing, sports, art galleries, souvenirs, consumables, holiday and seasonal programs, pin trading, toys, and photo imaging, to name a few.
We create, implement, and elevate experiential environments and experiences with the fan and your profitability in mind. We also create detailed programs that enable you to maximize ROI through the implementation of key metrics to measure results
We help create fun and memorable experiences for the entire family. The food and beverage element has become an essential part of the stadium experience and, if done well, can immerse your fans in your story and be a significant revenue generator. The experience must include a wide diversity of menus, as well as keen attention to nutrition, dietary, and potential allergens.
Our team of experts has managed Disney theme parks and dining facilities all over the world, and we can help elevate your food and beverage line of business on multiple fronts. We offer proven expertise in every aspect of this discipline including, storytelling, restaurant management, design, menu creation, guest flow optimization, training, profitability and sustainability.
MMG knows how to successfully lead, process, and manage change with both internal and external customers and provides innovative solutions based on proven results. We are devoted to the unique needs of your team, league, event or facility operation. These skill sets are vital to reopening business and increasing capacity while maintaining the health and safety of all concerned. We can assist specifically with:
How well do you know your fans? Really know them? Assuming they are happy with the gameday experience is a big risk. It’s about fan-centricity. Knowing exactly how they feel about you, and crafting the experience based on their wants and needs is critical to your business success.
Understanding your stadium team is the second part of the equation. Their passion for delivering on your brand promise is just as important as your products and services. We believe that your team is a critical asset and an important part of the ‘product’ that you sell. Investing the time and energy to understand their attitudes and perceptions and how they impact fan behavior and engagement is time well spent.
MMG studies both of these important areas, provides key insights that tie them together, and crafts a plan to address the gap between your brand promise and operational excellence.
We provide a systematic approach to streamline and improve business productivity and venue efficiency. We analyze flow patterns of parking, arrival, seating, crowd movement, concessions, venue exits. We deliver ROI by 1) optimizing workflow between employees and departments, 2) developing role-specific productivity targets, 3) increasing transaction capacity by reducing cycle time, transforming business processes, documenting technical requirements, and modeling operational impacts supporting enterprise technology deployment, 4) conducting quantitative and qualitative user experience testing that optimizes system design, resulting in greater adoption, 5) developing analytical operation models that guide scenario planning and decision-making, 6) minimizing waste and capital expense, and 7) determining labor standards and developing planning tools that improve labor utilization and budgeting accuracy.