Description
tomer Retention - The Chicago Cubs
The Chicago Cubs https://bi.gale.com/essentials/company/1552655?u=tlearn_trl have not won a World Series since 1908, yet remain one of the most popular teams in Major League Baseball. When customers face a failure, it is not often that a response like “Wait till Next Year!” is a refrain and those same customers keep coming back. Watch this video https://www.youtube.com/watch?v=edkQdkZeeFg and answer the following questions.
1/What is different about the expectations of Chicago Cubs customers and other businesses?
2/What would happen if the Cubs won a World Series? Would the club face customer retention issues since their expectations had been realized?
Explanation & Answer
Attached.
Question 1;
i.
They figured out how to position their product to a fan base that has been waiting for
more than a century for a championship to which they said “to prepare for a lot more
losing” which was not exactly a winning tagline.
ii.
They were provided with frequent, relevant content that kept them coming back; the cubs
provided at least a good number of hopefully winnings each season in the form of
baseball games each game with its own story line which added to the narrative.
iii.
Chicago fans were provided with pleasant user experience; ask most what they think of
when they think of the cubs and the answer is the same.
iv.
The customers expe...
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