Turbulence (then calm sailing, then turbulence) thread.

[go you yellow]

Why have these fan focus groups happened behind closed doors - why the secrecy ? , how is this being more transparent and engaging of the fan base ?
Is there an intention to alienate ?
when Wsw started they truly engaged their supporter base - they went large , we choose to go small and further disengage passionate supporters. I can't remember seeing anything on this on the website , and as for a say on next season's strip ? Would love to have a say , or even just to know who , what fans are involved in this process !

Why ?

 

[rbakersmith]

Randomly selected from the northern suburbs of Sydney no doubt .

The CCM Supporters Club weren't consulted which seems strange given that they are the verified group. Perhaps they knew what response they would get.

This is what the Supporters Club said:

Just to be clear on the article in today’s Sydney Morning Herald regarding CCM games to be played at Brookvale and North Sydney Oval:

The Central Coast Mariners Official Supporters club is not the group referred to in this article.

There have been recent meetings held by CCM with a wide spread demographic of randomly selected members they have chosen on both next years’ membership packages and playing kit. There were representatives from the OSC present and they have reported that there was no total agreement with the idea of playing matches at these venues. Those members voiced their opinions strongly that if this MUST be done to ensure the clubs long term financial viability, members must be properly advised that membership prices should show the loss of games and be assured that our home base will remain on the Central Coast.

 

[VicMariner]

So how do you get in the "in crowd" if you want input on the clubs direction??

What a strange system of fan consultation. Funny that no one on here was chosen? "Randomly selected members", that's open to abuse. How are they randomly selected?? Like gull said:

Randomly selected from the northern suburbs of Sydney no doubt

Might be close to the truth.

If they had of gone through the official supporters club and run some ideas/questions on here it would have gone a long way to making fans feel part of the club.
A secret committee is no fan consultation at all IMO.

 

[Atomic]

I was sent an invitation to attend. I was too busy to go and I assumed it was a general invite to all members, so I didn't give it too much thought at the time. In retrospect, I did think it weird that there wan't much discussion about the foum on here.

I'm kicking myself now of course

 

[Roy Law]

5,000+ members, most with an email address. How many were consulted?
Why was this announced after the last home game?
Why is the club so afraid to face the fans and tell the truth?
BG says she spoke to Bruce recently; I watched him on the Gloria Jeans video interview and what struck me was he never looked at the camera. I never trust anyone who does not look you in the eye. Did he look you in the eye BG?
The club that disrespects and betrays its members will simply lose those members

 

[gull]

They also chose for this to be announced through the media rather than an e-mail to members. Hardly great fan engagement.

 

[Dave Jordan]

I don't think any club in the world really consult with their fans and of course the Mariners no difference. How much money will they lose this year do we know?

 

[gull]

I don't think any club in the world really consult with their fans and of course the Mariners no difference. How much money will they lose this year do we know?

Fair enough, but the fact they said that they did and it was ok is my concern.

If you take the time to read back through this thread you'll find some financial answers (and questions).

 

[eenfish]

Very bizarre that I am active here and on twitter, I am full ticketed member, have bought many away tickets supplying an email address as well as buying extra home tickets for mates supplying my email address, post very frequently on their facebook posts, and heard NOTHING about this until the story came out. By the sounds of it, I am not the only one.

 

[Atomic]

I have just been emailed the notes from the supporters focus group meeting. I wasn't at the meeting, so I take no responsibility for what was said…

P.S. Sorry about the cut and paste… I didn;t know how to add as an attachment

PART 1

Focus Group Meeting Notes


Where: Central Leagues Club Parkview room 2

Date: 23/4/2014

Time: 6.30pm / conclusion 8.30

Attendance: Bruce Stalder – CEO, Gerrit Stoenner – Project Manager

Meeting Notes: Jesse Canning - Membership and Events Assistant

Staff Apologies: Carly Carmichael – Marketing and Fan Engagement Manager

Ross Mutton

Jennifer Murray

Lyndal Swanson

Cameron Lumby

Robert Cox

Andy Baldwin

Jo Chondroyiannis

Erin Morrow

Robert Troy

Members In attendance:

Member Apologies: Bev Nichols, David Ross, Colin Massie, Luke Ward, Angela Farrelly, Lorena Dalton, Chris Lee, Les Spindler, Tyson Piesley, Troy McNeish, Peter Preston.

Key Topics:

Communication

The Loose Cannon

Seating and Stadium

Service

Rewards

Membership Categories – Look, Feel and Benefits

“The Crew”

Games

Communication

Overall All Notes

· Looking at Branding of various past partners and possible future partners. Old sponsors (Player Sponsors, Club Sponsors) with sponsorship stickers still showing. Ie McBreen > Sponsor optometrist.

· How can we CCM communicate with you in regards to club news, information, sponsor ect? What channels? If there is short turn around between message (eg. 8pm vital news released for 7am release of tickets) how do we get that to our members most efficiently?

· Email, some inconsistencies. Good but not 100% reliable to meet member needs when dealing with vital information such as ticketing, club news, announcements. People emails receiving at different times.

· SMS vital component, straight to the point, effective and must be utilised for short turn around messages.

· Print for elderly who do not utilise social media, emails or SMS.

· Facebook most people are on, however news tends gets altered and twisted.

· Member’s Portal website accepted mostly as long as it is up to date, entertaining, and exclusive.

Key Members Notes

· If we are to do joint promotion with local businesses it is agreed they must be a successful driver of promotional material themselves such as Catalogues, Email, Website, Header and Footer and contain our logo next to their own.

· Jo Chondroyiannis: Mariners Support Mariners “Marine Rescue” affiliation. Must follow up.

· IGA at Woi Woi shows posters with Mariners affiliation.


“The Loose Cannon”

Overall Notes

· Ideas were put forward perhaps incorporating “The Loose Cannon” into a members newsletter or one step further to reach the older demographic

· On the Members only website have “Loose Canon” snippets and for the 10th Anniversary we will have “The Loose Cannon” special

· Importance of social media was pointed out. In General, wide re

· ach however, very much like Chinese whispers.

· It is agreed that print is the preferred choice for older demographic.


Key Members Notes

· Lyndal Swanson put forward the fact her Grandma, regardless of the game and result, always looks forward to “The Loose Cannon” - Post to houses perhaps, nursing homes?

· It was pointed out by Erin the very high importance of “The Loose Cannon” at the games. It was evident that it was missed severely at the last WSW game. People sitting close by to Erin Morrow stated their disappointment that it wasn’t available.


Seating and Stadium

· It was put stated that seats are the Central Coast Mariners most valued assets. The importance of seat value as a key driver of revenue for the club was stated and will be capitalised on in the 14/15 season.

· Eastern G/A bays will be reviewed

· All members and partners, no matter what category will pay the value of their chosen seat wherever they are. This is necessary to make CCM a viable and sustainable business.

· Of the total Platinum seats available 68% are taken and 32% not taken.

· We want to see what assets the club has available in terms of seats and define the true value of each membership which will be driven by the their seat location, match day experience, above and beyond service levels.

· There will be more focus on selling our corporate areas for the 14/15 season

· Dedicated family area will be a focus including mascot interaction, face painting, perhaps a tailored package and perhaps catering of some sort.

Key Members Notes

· Agreed Concept of Members only – Entry and line for food and beverage.

· Ross Mutton - Signs at the Stadium (Near bridge round about) > below the fence line, hard to see, must be changed.

 

[Atomic]

Part 2


Service


· Increasing the service through perhaps introducing a Representative Board of Members such similar to that of Melbourne Victory

Key Members Notes

· Jo Chondroyiannis - Within the packs members want to KNOW exactly what you will be getting in the packs such as events (Film Night, Barefoot Bowls – possibilities), product

· Cameron Lumby - They agree quality is the number one aspect of both items and service



Rewards

Key Members Notes

· Gloria Jean – Only 50% knew about the 10% discount at Gloria Jeans

Possible reward Ideas from the members

· Pharmacy (West Gosford Pharmacy)

· Bus / Transport

· Licensed Venues (Leagues Clubs)

· Race Days

· Fuel Discounts

· Jo stated > Erina Fair > unhappy relationship due to Westfield Partnership

· Local Schools, Leisure facilities

· Jennifer > Sarah Lea outlet

· AMP Bowling

· Reptile Park

· YMCA


· Ross Mutton - Concept of Members to Corporate > Upgrade your Seat

· Erin Morrow stated that it must be a genuine benefit and not a perceived benefit for the reward.









Categories


· Storm offer 2 items and another club offers 12 items for example. Therefore what do you see as a product that adds value to our

· Victory have the Children’s Generation V which contains a Grey Hoodie focused at 0-12, <10 – Flat Cap or a Bucket hat

· Badges with Member number for Hats or polo.

· Kids > Creating a unique and fun match day experience, Birthday Club (Do they pay?) Christmas Card (Signed)

· Twitter usage > Take Advantage

· 10 year Scarf and Pin and 5 Year Scarf and Pin

· Build Loyalty

· Retain Membership through Non-ticketed membership.

· Head Hunter Melbourne heart possibility, most people enjoyed the idea

Members Items preference Includes

- Good quality Pen

- Key rings (Whistle)

- Tie

- Woman’s V-Neck Polo

- Ladies Singlet

- Polo with Member number

- Business Shirt

- Seat Cushion

- Mug

- Beanies

Kids Items

- Pencils and Rubber

- Small Ball

- Colouring book


· Pet Memberships > Promo, Picture with ALL pets and dogs. Pet events, different collar sizes


Key Member Notes

· Cameron Lumby: Quality has to be decent. If it’s not decent quality then it’s not worth the trouble.






“The Crew”

· Represented by Led by Erin Morrow and Jo Chondroyiannis

· “The Crew” – 200 Members currently, looking to have 6 meetings a year

· The Crew is the supporters group that is the vehicle for Membership; they need a higher profile and must be integrated into the club more so.

· Writing content for the club, perhaps Members Only Portal. Testimonials, Match Review.

· The Crew representatives are happy with the OPT IN ability. Tick the box.

· We must deliver and harness the appropriate support to the supporters club.

· Language on the Supporters club Facebook has been an issue. Supporters have been pushed as family friend and Yellow Army allows swearing. Erin is moderator and has been very good with this.


GAMES

· The club has a firm stance that it will attempt to play NO MORE than 2 games away.

· Currently looking like North Sydney and Brookvale

As it stands it is currently looking like the possibility of the following destinations:

- Brookvale

- North Sydney


· There must be clear commercial value

· The games must better the club with commercial and community value.

· What do members get from the home games? Must be exclusive with the possibility of entertainment, Yellow carpet and special entry.

· The Stadium relationship is healthy.

· We need to foster and grow the overall appeal of the stadium. Western Warm-up field must be a destination for kids to play and be a place to go. The stadium must be a destination to be at.

· Risk Management within the Central Coast Stadium is great.

· It is looking unlikely that we not be playing in Tasmania or Bathurst.

· Idea of subsidised transport and accommodation must be looked at.

· Jo Chondroyiannis - There was a note made of the inconsistencies with last year’s packages stated 14 home games on outer packages and 13 games on inside of the package.


· New Year’s Eve > Perth Glory, in the past. Great night.

· New Year’s Eve > Sydney or Melbourne Heart would be a great option for members. Great crowd drawer few years ago with Sydney.






NEXT MEETING > Please think about…

Ø We want Members Stories. Are you a business, the local plumber, 5 year member, 10 year member, millionaire? We want to know your story.

Ø Member only content > what ideas do you have? What do you want to read or hear about from the club?

Ø Gather up all merchandise or CCM related items you have purchased or acquired throughout the last 10 year for traveling road show





Please forward immediate ideas you have to jcanning@ccmariners.com.au

Thank you for attending and we look forward to our next meeting. For now let’s send Western Sydney Wandering with their tails between their legs! Go Mighty the Yellow and Navy Blue!

 

[eenfish]

They spelt Woy Woy wrong

 

[eenfish]

· There must be clear commercial value

· The games must better the club with commercial and community value.

· What do members get from the home games? Must be exclusive with the possibility of entertainment, Yellow carpet and special entry.

· The Stadium relationship is healthy.

· We need to foster and grow the overall appeal of the stadium. Western Warm-up field must be a destination for kids to play and be a place to go. The stadium must be a destination to be at.

· Risk Management within the Central Coast Stadium is great.

· It is looking unlikely that we not be playing in Tasmania or Bathurst.

· Idea of subsidised transport and accommodation must be looked at.

Good points. I think we all I agree that we would only allow them taking games from us if they are beneficial to the club, but I don't think they're getting the message that even 2 games could be damaging.

Also two things I bolded for emphasis.

• Risk management is "great"? As in it is large/high, or it is very low and very good?
• Double negative confuses me, is it implying the FFA want us to play a game in Tassie or Bathurst?

 

[Wombat]

I don't think any club in the world really consult with their fans and of course the Mariners no difference. How much money will they lose this year do we know?

Who are you?

 

[eenfish]

Who are you?

"New member", I reckon he is Charlesworth using one of those pseudo-names I have heard about.

 

[Atomic]

"New member", I reckon he is Charlesworth using one of those pseudo-names I have heard about.

I don't think Charlesworth could be bothered posting on here to be honest. Does he really care what we think?

 

[Wombat]

Only person I know on that group is Erin.

Good bloke and loves the Mariners with a passion.

Been a member since season 1.

 

[sydmariner]

I don't think Charlesworth could be bothered posting on here to be honest. Does he really care what we think?

probebly not

 

[bikinigirl]

5,000+ members, most with an email address. How many were consulted?
Why was this announced after the last home game?
Why is the club so afraid to face the fans and tell the truth?
BG says she spoke to Bruce recently; I watched him on the Gloria Jeans video interview and what struck me was he never looked at the camera. I never trust anyone who does not look you in the eye. Did he look you in the eye BG?
The club that disrespects and betrays its members will simply lose those members

. can't remember to be honest roy ... but it doesn't hold the same significance for me - he did look towards me at least. i mean my husband rarely looks me in the eye and i trust him unconditionally

. i will say that bruce does appear to be listening and does have some good ideas ... the question is whether he will follow through with them or whether charlesworth will allow him to (everything costs money afterall). he seems to have a bit of energy but sometimes that only means he doesn't sit still or have the patience to see things through ... only time will tell

. it is also critical that he has the resources to do things and this includes people with the right skills, knowledge and passion. the numbers in the office are growing ... but there are still far too few fans in the office for my liking. only time will tell whether they are up to the task as well, but ultimately it is down to bruce

. we also need to remember that not every idea or initiative will be to everyone's liking

 

[Dave Jordan]

I'm a casual Mariners supporter from Ryde. Can't wait for tonight !