Helping the Atlanta Falcons Gain a Homefield Advantage in Customer Experience

Material leveraged findings from the journey map and innovation sessions to create a Homefield Advantage Guide that features inspiring thought starters and reminders to empower employees – from food and beverage staff to stadium managers – to elevate the game day experience for fans. We conceptualized the Dirty Birds Nest, a section of prime seats offered at general admission prices that allow fans to join scripted chants and enjoy the game up close. When the Falcons put their new ‘run of show’ to the test during the 2019 home opener, they received their highest fan experience satisfaction results to date. The 2019 season became the highest grossing season in the Falcons’ history in terms of ticket sales. The Falcons kept up the momentum during the 2021 season, leading the league in Voice of the Fan surveys for both food & beverage and security. Talk about scoring a great experience for your fans!