Strategies for unforgettable fan engagement
Fan engagement isn’t what it used to be. Today, just watching the game or show is not enough - fans want to be a part of it. If you want to provide an outstanding fan experience, it needs to feel personal, immersive, and interactive. And the right technology is what makes that possible.
How to make every fan feel valued
So, how can you deliver these more memorable, personalized fan experiences at your venue? Tools like the Internet of Things (IoT) and augmented reality (AR) can help you make that happen. Put this tech to good use, and it will help you make every visit smoother, more engaging, and more rewarding for each one of your visitors.
Here are some practical ways to bring fan engagement to life:
Go beyond basic demographics
It’s one thing to know who your fans are. It’s another to really understand how they behave and what they care about. Bring together data from ticketing, POS, mobile apps, and in-venue touchpoints like Guest WiFi, and you’ll start to see the full picture. That’s what helps you move past generic messages and give fans the kind of experiences that truly connect.
Top tip: Use a customer data platform (CDP) to bring fan data together. Segment your audience, e.g., into season ticket holders, families, first-timers, and track engagement metrics like app downloads, ticket sales, or repeat visits.
Engage fans in real time
Imagine sending a fan a discount for their favorite snack just as they pass the concession stand or guiding them to the shortest restroom line. Location-based tools make this possible, offering tailored nudges in the moment that make each visit easier and more enjoyable.
Top tip: Set up location triggers for push notifications. For example, if a fan lingers near merchandise, send them a 10% off coupon; if a family checks out the kids’ zone, offer a meal bundle nearby.
Create immersive moments
AR and interactive displays let you add something extra to the day. Fans could play a quick AR game before kickoff, pose with a digital player overlay, or explore interactive seating features that give them new perspectives. You could also use large concourse screens and digital signage to share eye-catching visuals or live stats. These moments bring your venue to life in ways fans can’t get at home.
Top tip: Explore AR seating features, concourse displays, and interactive signage to keep fans engaged between plays or during downtime.
Make your app their go-to
Your venue’s app should feel like a go-to guide in your fans’ pockets. Think personalized navigation, with Interactive Maps, parking tips, timely food recommendations, helpful event information, and even gamified challenges. It’s the hub that keeps fan engagement going before, during, and after the event.
Top tip: Make sure your app connects with ticketing, concessions, and wayfinding. Add features like live stats, player interviews, and fan voting to boost fan engagement further.
Streamline ticketing and entry
Nobody likes waiting in line. Fast, secure options like biometric entry (using facial recognition or fingerprints to verify identity) can help fans get through the gates quickly and safely, while still giving others the choice of traditional methods. The smoother the entry, the better the first impression.
Top tip: Educate fans about the benefits of biometric entry (speed, convenience) to encourage adoption without pressure.
Open up two-way conversations
Enhance fan engagement by getting them involved in the conversation. Messaging apps like WhatsApp or SMS make that possible, letting fans ask questions, get updates, or enter competitions without leaving their app of choice.
Top tip: Use multilingual AI chatbots to handle the common queries, so your staff can focus on delivering great in-person fan experiences.
There’s a big difference between fans just attending an event and them having a personalized experience that makes them feel valued from start to finish. You need to show you know them, anticipate their needs, and give them timely, useful touchpoints all along the way. Do that, and you’ll turn a single visit into an unforgettable fan experience, one they'll talk about, share with friends, and keep returning to.
Why smooth operations matter for the fan experience
Flashy tech might grab headlines, but smooth operations are what fans really remember. When everything runs well, the fan experience feels effortless - lines move quickly, food is easy to get, and the venue is clean and comfortable. Nail these aspects to keep frustration low, spending high, and memories positive.
Technology isn’t the star of the show here. But it can be the tool that helps you deliver those little wins that add up to a seamless day.
Here’s how the right tools can support great operations:
Keep entry and flow moving
Few things kill fan engagement faster than a bottleneck at the gates. Real-time crowd data lets you spot surges as they happen, update signage, and direct staff to keep people moving.
Top tip: Use tools like Interactive Maps to show fans the quickest routes to restrooms or exits. At the same time, set staff alerts for crowded entrances so you can open extra gates or redirect traffic. Over time, review movement trends to make long-term improvements to entry flow.
Cut the wait at concessions and stores
Long waits at concession stands leave fans frustrated. And they can cost you sales on food, drinks, or merchandise. Track wait times in real time to spot overwhelmed stands and promote quieter ones through push notifications (e.g., "Short line for cold drinks at Section 114").
Top tip: Try offering in-seat ordering so fans don't need to leave their spot or set up quick self-service options like QR codes and kiosks.
Stay on top of cleaning and maintenance
Nobody notices a clean restroom, but a dirty one can go viral on social media. Smart sensors and IoT can help you keep ahead of the problem.
Top tip: Switch from fixed cleaning schedules to need-based ones triggered by footfall data (e.g., “after 150 uses, send staff to restroom A”). Use live updates to send staff straight to maintenance issues and shift people to the areas that need them most.
Seamless operations make a big difference to the fan experience. When everything feels easy and convenient, fans are more likely to come back, spend more in the venue, and spread the word, turning good operations into a real driver of fan loyalty.
How to keep the fan experience going year-round
Fan engagement doesn’t end when the final whistle blows or the stage goes dark. To build a loyal community and get the most value from your venue, you need to stay connected with fans 365 days a year.
Here are some ways to keep the conversation going:
Stay connected online
Use social media to keep the buzz alive before, during, and after every event. Share highlights from your stadium, give fans real-time updates, and create moments they’ll want to post themselves. When fans share their experiences, your reach grows far beyond the walls of your venue.
Top tip: Run polls, trivia, or prediction games through WhatsApp or SMS. Instant responses and leaderboards turn fans from passive viewers into active participants.
Build community, online and offline
Local fan clubs or meetups, as well as online communities or chat groups, help fans feel like part of something bigger. That sense of belonging makes the fan experience stronger, long after the event ends.
Top tip: Share exclusive behind-the-scenes content, host virtual events, and keep community activities alive during the off-season to strengthen emotional loyalty.
Experiment with wearables
Look at how tech like LED wristbands can be used to light up a concert or the benefits of linking smartwatches with ticketing or concessions. These kinds of wearables are a great way to help fans feel part of the action.
Top tip: Match the wearable to the event, e.g., light shows for concerts or real-time player stats for sports, to add value without feeling gimmicky.
Extend reach with live streaming
Not every fan can be in the stadium, every time. Streaming parts of your events can expand your audience and open up new revenue opportunities, whether that’s ad-supported free streams or paid access.
Top tip: Try live streaming smaller, non-ticketed events, behind-the-scenes content, or select portions of major events to strengthen engagement and attract new fans.
Want to learn more about the tech that helps gather these insights to deliver amazing fan experiences? In the next section, we share more about Guest WiFi and Interactive Maps, how they work and the benefits they offer for your stadium.
