LFC IS LISTENING
Liverpool Football Club's Customer Experience Department was set up in May 2009 with one goal - to improve your off-the-pitch interaction with the club you support. Whether you're a season ticket holder from Anfield, someone who can only make it to a few games a year or even a fan from abroad whose only interaction with the club is through this website, it's your opinions that the Customer Experience Department want to hear and lots of improvements have already been made based on your feedback and suggestions. Here are just a few of them...
March 2013:
Further to feedback from fans, new mobile tables have been introduced in the lower Kop concourse. These tables provide an area for fans to rest their food/drinks and also contain a waste bin in the centre.
February 2013:
John Aldridge was in the Family Park at the Swansea game (February 17)) to have pictures taken with fans as part of a 'Barclays Pingit' promotion.
Further to feedback from fans and members of LFC's Supporters' Committee, LFC's accessibility pages online have been updated to reflect more up-to-date terminology.
A Supporters' Committee meeting took place this month. Minutes from the meeting are available online here.
January 2013:
Mighty Red attended the Family Zone (adult and child sitting area) during a number of evening games. Activities and competitions have been introduced to the area as part of the enhancement to the family match day experience
Further to feedback from fans, the travel information on the 'Getting to Anfield' page has been updated to include taxi fares to and from the ground.
December 2012:
An all-new match day only 'Bootroom kiosk' opened. The kiosk is located next to the ticket office Kop stand.
For Christmas, fans enjoyed a festivity themed day at the Family Park including mince pies, chocolate giveaways, rodeo activity and a performance from the All Saint Junior School Choir.
November 2012:
Pudsey Bear joined Mighty Red at the Family Park to help raise funds for Children in Need.
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Further to suggestions made by the LFC Supporters' Committee, a ticketing guide entitled 'How to Buy Tickets' has been published online. This guide is located on the ticketing main page and provides useful information on how all fans can purchase tickets for the game. To view the page, click here.
October 2012:
A Supporters' Committee meeting was held at Anfield. For the meeting minutes please click here.
Enhancements made to the logging in section of the membership page based on feedback from fans.
LFC website launches a new 'Fan Pic' which is a 360 degree photo taken at each home game. Fans can tag themselves in the pic.
LFC stewards win the 'Warm Welcome Award'.
Liverpool are one of four Barclays Premier League clubs to receive an award for the quality of their customer care as part of a national scheme that is improving standards of fan experience at football stadia.
September 2012:
Launch of the Family Park. The Family Park is located next to the Food Village just off Anfield Road. It was opened by Ian Rush with help from LFC Supporters' Committee representative Janet Brown OBE, LFC's Operations Director Andrew Parkinson, and a junior VIP. Liverpool FC mascot Mighty Red was also there to entertain the kids. The Family Park will be open pre-match for families who have a match day ticket, and will have a range of entertainment to keep youngsters occupied. This includes a speed cage, a target cage and an inflatable five-a-side pitch. To find out more about the Family Park click here.
August 2012:
Re-branding of the adult and child seating area. The Family Zone is a designated family friendly area located at the Anfield Road Upper tier on match days. The adult and child section aims to engage, interact and share the history of the club with families while ensuring their match day experience is one to remember.
Further method for customers to contact the club. Introduction of a help twitter account @LFC_Help and extended 'live chat' hours . The opening hours are 9am-3pm BST.
Club represented at the UK Pride event in Liverpool.
First legends day/tour of Anfield.
Refurbishment of the Bob Paisley and Bill Shankly hospitality suits in the Centenary Stand as well as the international suit in the Main Stand.
July 2012:
Tickets for the over 65s and adult and child now available to purchase online.
Launch of Liverpool FC mascot Mighty Red. Fifty lucky winners received a golden ticket to attend the event in the Boot Room restaurant in Anfield. The character of Mighty Red designed to support junior fan engagement. Following the launch, Mighty Red attended Alder Hey children's hospital and various local schools. He also accompanied the team on the summer tour to the USA.
New signage placed around the stadium for clearer and cleaner look and feel.
June 2012:
Enhancements made to the membership package through consultancy with fans.
Announced ticket price freeze for season 2012-13.
November 2011:
Introduction of match day tours.
July 2011:
Introduction of a dedicated sale day for adult and child tickets.
March 2011:
Began the process of transparency in assessing the season ticket waiting list and contacting customers on the list.
November 2011:
Liverpool Football Club's Supporters' Committee held its second meeting with prinicpal owner John Henry and club executives prior to the Swansea City clash.
October 2011:
Barcode paper tickets introduced in all areas of the ground, speeding up the entry process into Anfield for supporters.
September 2011:
'Live chat' was made available through the official website, enabling us to respond to supporters' queries quicker. Click here to visit our live chat help page>>
August 2011:
Principal owner John Henry, chairman Tom Werner, managing director Ian Ayre and other club staff met for the first time with the newly formed Liverpool FC Supporters' Committe. Click here to read the minutes from the meeting.
Family activities coordinated for the Valencia game. Click here to read more.
July 2011:
New way of ticket purchasing went live - allowing the first half of the season games to be purchased. Click here to read more.
'First Time To Anfield' page created.
June 2011:
Season ticket waiting list project - resulted in 2000 more season ticket allocation. Click here to read more.
May 2011:
Liverpool Football Club announced the 18 people who will make up the brand new LFC Supporters' Committee. A seven-person selection panel featuring Ian Ayre, Ian Callaghan, Karen Gill (Bill Shankly's granddaughter), Dave Boyle, Sue Johnson, Jack Stopforth and John Bishop was drawn up to review every application and jointly agree on the best 18 candidates for the committee. Click here to find out about the 18 people selected.
March 2011:
Screening of away games at the Boot Room Cafe - selected games will be available to watch at the cafe. We have advertised accordingly on the offical website for the attention of all customers. This was raised at a recent supporters' focus group and it's great to see that this is now implemented as a result of both the club initiative and on the back of our fans suggestions.
Liverpool FC has began a process to consolidate and clean up the season ticket waiting list with the hope to inform supporters of their position on the list before the summer.
January 2011:
Liverpool Football Club announced the launch of the Liverpool Supporters' Committee that it hopes will allow fans to help shape the club's future through regular and constructive dialogue with senior LFC officials. The committee will be made up of 17 supporters - each representing different groups - with the chosen representatives selected by a seven-strong panel.
December 2010:
In a first for LFC TV, new owners John Henry and Tom Werner were joined by commercial director Ian Ayre to take supporters' calls in a live question and answer session on the club channel, giving fans from all over the world the chance to interact with key figures at Anfield like never before.
October 2010:
New Bootroom Sports Cafe restaurant opened inside the Kop to give fans somewhere to eat and drink when visiting the stadium throughout the week. Secure parking in the Centenary Stand allows families to park safely before enjoying a meal inside the stadium.
August 2010:
New mobile store opened outside the ticket office to help serve customers quicker. The 'match day pod' has five tills and a number of shirt printing units.
Free weekly audio podcasts released for fans to download.
July 2010:
Introduction of legend tours.
Over 65s rate for membership tickets.
3000 more tickets available to members.
June 2010:
Improvements to the speed of the website following feedback from the new website review survey.
Detailed itinerary provided upon registering for Soccer Schools course.
Improved interior decoration for increased atmosphere at Soccer School.
Ability to make LFC Tour and Museum bookings through local hotels and tourist information centres.
Removal of paper receipt for match day tickets.
Enhanced membership package.
New PDA machines - reduces waiting time for queries.
'Queue busting' outside the ticket office to reduce waiting time for fans.
May 2010:
Website homepage redesigned to have more content and less adverts.
Feedback tool - emails sent after all visits to improve experience.
April 2010:
Retail customer focus group session held with a number of our fans.
Implementation of metapack: gives customers the chance to track their own order as an automated email is sent on dispatch.
Implementation of metapack: dispatch times have been improved dramatically (95 per cent of all orders are dispatched within seven days).
March 2010:
Research prompted a full launch of Match Editor service in e-Season Ticket, allowing fans to easily view key video moments from recent games.
February 2010:
Creation of an email newsletter for e-Season Ticket holders to advise on recent content.
An additional five kiosks selling draught beer.
January 2010:
Changes to e-Season Ticket following survey feedback:
- Full 90 minutes of games added to each Barclays Premier League Match;
- Instruction of how to watch e-Season Ticket on your TV;
- Reserve matches exclusively live.
December 2009:
New website launched following consultation (surveys and user groups) with fans.
Launch of the first LFC iPhone content application (Match & News Centre) and player specific versions of the 'Keepy Up King' game following requests from fans.
Hawking of beer, hot food, soft drinks and confectionary into concourse areas.
November 2009:
'Waiter Service' introduced to disabled section.
October 2009:
New and more interactive tours (script devised by highly acclaimed script writer Dave Kirby).
More frequent stadium tours running every 15 minutes.
August 2009:
Flash format video added to e-Season Ticket in order to simplify and improve the viewing experience following fan requests.
TVs introduced to concourse areas.
Vending machines sited throughout the ground.
Food village introduced on Anfield Road.
Kids' kiosk added on child/adult section.
Meal Deals introduced.
Introduction of customer comment cards/email feedback requests on match by match basis in hospitality.
Mobile food carts in the upper Kop and upper Main Stand concourses.
Healthier food options ie wraps, sandwiches introduced.
Signage welcoming away fans above the away end kiosk.
July 2009:
Introduced pre-orders for new kit launches in store and the facility to post them out direct to the customers.
May 2009:
New Liverpool FC Online store with improved navigation and reduced checkout patch.
If you have an idea or a suggestion for the Customer Experience Department, please email Feedback@liverpoolfc.com.
Find out more about LFC's Customer Experience Department here>>
