The CBMP Game Plan

SMRI's expertise in understanding the sport/entertainment operational environment is unparalleled in the sport industry. We use existing SMRI national data-points, combined with intensive behavior analysis of actual consumers visiting various event types, which monitor the following:

current satisfaction levels of the various market segments

current daily expenditure patterns by consumer type

various decision patterns exhibited by consumer segments (time spent in line to various Stadium/Arena elements (entrance, finding seat location, using directional signage, finding money sources (ATM), purchasing soft goods "concessions", purchasing hard goods "merchandise";

establishing clear econometric, demographic, geo-demographic, sociographic and purchase behavior patterns based on secondary, primary quantitative data, videotaped observations of consumers as they experience the various stadium/arena elements;

provide concrete recommendation on how best to service consumer needs/wants as they visit your Facility (in other words, how to make it easy/convenient for them to spend their discretionary dollars), WHILE maximizing their enjoyment levels at the Event you're hosting.

In short, simulation is a powerful tool for understanding the dynamics of Facility operational systems. Intuition can be a particularly poor guide to predicting human behavior and no longer an option in New Age Stadium/Arena management.

SMRI has developed CBMP based on our years of experience investigating sport environs. CBMP will take your sport business to the next level. We do this by taking advantage of a Facility/Arena's current copious data from ticket sales, security data, SMRI shadowing techniques and customer survey analysis, queue times, additional videotaped behavior analysis and other sources*.

For instance, we might find that a family of four may have very different needs/expectations from their day at the Facility (four hot dogs, four soft drinks, three beers, two t-shirts, one hat, one foam finger, one program, three trips to the restroom, five trips to the concession stand…than a couple in their mid-40's). The model will then help to apply all the various information sources to help establish a balance between customer satisfaction levels and the goal of increasing business.

The CBMP goes beyond the traditional mathematical models and statistical analysis to provide meaningful data on how to best meet the ever changing consumer demand (purchase patterns) with business supply (concession placement/operational format, merchandise store layout/flow, directional signage to provide optimal flow, staffing issues and numbers, customer service booth checkpoints). Whether this means opening the Facility earlier to accommodate security/event needs, or reducing wait lines for concession/merchandise/restrooms OR how to best utilize the wait time consumers are experience to better enhance their experience and/or purchase capabilities.

The CBMP can not only make for happy customers BUT also happy staff members. By better structuring employee sales based on their proportion of "shorts" (when a product sells out) and encourage unit managers/supervisor to order correct quantities to meet demands. If the traffic flow/service is improved, the staff member is able to sell more product (soft/hard goods) and improve motivation/productivity levels…thereby decreasing job boredom and job dissatisfaction levels.

CBMP will help your Facility not only understand your business operations better, but also to predict, shape, optimize and control it. We are further challenging the fundamental assumption that complex sport environs can be best understood from a top-down approach. We not only examine the spokes of the wheel, but the molecular make-up.

WANT MORE INFORMATION ABOUT
THE SMRI CBMP MODEL???
Contact SMRI at: info@go-smri.com OR
1-866-U-GO-SMRI !