Rain or shine, win or lose, a great number of baseball fans journey to the ballpark every year for the customer experience. Sure, most fans hope their hometown team wins, but even in the disappointment of defeat the overall enjoyment of America’s iconic pastime is often about so much more than just a victory. This is why major league baseball teams take customer engagement very seriously, and the New York Mets are no exception.
During a Speaker Spotlight Q&A session at CXNYC 2015, Forrester’s conference for customer....