Chapter 3 - Fan-Centricity
Fan-centricity is a business strategy that places fans at the core of all organisational decision-making, from initial service design through to operational delivery. Fan-centric organisations structure their products, services, processes, and culture around delivering positive experiences that build long-term relationships and increase loyalty.
Achieving this requires deep knowledge of fan desires, challenges, and behaviours at every stage of their journey. Organisations build this knowledge through systematic Fan Journey Mapping, Service Blueprint Framework design, and data-driven decision-making — all of which inform the Level of Service that the organisation commits to delivering.
The objective is to ensure that every touchpoint — from initial discovery through stadium attendance and beyond — delivers a satisfying and distinctive experience.
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Premier League Fan Engagement Standard – Premier League (2022)
https://resources.premierleague.com/premierleague/document/2023/03/22/e79e9d26-f4da-49e8-a6d4-e85d477f0880/Fan-Engagement-Standard-March-2023-FINAL.pdfSupporter Engagement Best Practice – Football Supporters' Association
https://thefsa.org.uk/our-work/supporter-engagement/Crossing the Bridge Between Safety and Fan Delight – European Stadium & Safety Management Association
https://essma.eu/news/article/crossing-bridge-between-safety-and-fan-delightFootball Fan Experience – Deloitte (2023)
https://www2.deloitte.com/content/dam/Deloitte/it/Documents/technology-media-telecommunications/2023-football-fan-experience-eng.pdf20 Stadium Fan Experience Metrics to Track in 2026 – Mappedin (2025)
https://www.mappedin.com/resources/blog/stadium-fan-experience-metrics/A Guide to Service Blueprinting – Adaptive Path / Capital One
https://www.dga.or.th/wp-content/uploads/2019/09/file_26e487aea69af163911dc4f6e6b8abd4.pdfCustomer Satisfaction with Game and Service Experiences: Antecedents and Consequences – Masayuki Yoshida, Jeffrey D. James, Journal of Sport Management (2010)
https://doi.org/10.1123/jsm.24.3.338The Role of Service Quality and Ticket Pricing on Satisfaction and Behavioural Intention in Professional Football – Rui Biscaia et al., International Journal of Sports Marketing and Sponsorship (2013)
https://doi.org/10.1108/IJSMS-14-04-2013-B004Measurement and Management of the Sportscape – Kirk L. Wakefield, Jeffrey G. Blodgett, Hugh J. Sloan, Journal of Sport Management (1996)
https://doi.org/10.1123/jsm.10.1.15