11 Things West Ham Got Right During the December 2024 Match Against Liverpool

Attending a football game is about much more than the 90 minutes on the pitch. For fans, it’s an immersive experience shaped by the atmosphere, the passion for the club, the friendships created and facilities. West Ham’s match against Liverpool in December 2024 offered a great experience for fans, with several highlights worth noting.

Here are the key takeaways:

Positive Experiences

1. Efficient Tube Station Access

Fans exited the nearby tube station quickly thanks to open gates. This minimized congestion and set a smart, efficient tone for the day.

2. Steward Presence

Stewards were positioned outside and inside the stadium, making it easy for fans to find their way without confusion. Their visibility created a sense of order and safety.

3. Quick Security Checks

Entry through security was smooth and hassle-free, ensuring fans could enjoy the pre-game buildup without unnecessary delays.

4. Stadium Surroundings

Cleaning staff worked diligently outside the stadium, keeping the area spotless. A clean environment adds to the experience and reflects positively on the club.

5. Branding Around the Stadium

Professional branding enhanced the stadium’s visual appeal, reinforcing West Ham’s identity and pride.  This included profiling the players on signage around the fan zone as well as a large LED screen on the outside of the stadium.

6. Quality Food Options

The fan zone offered a diverse range of food and drink options, all of excellent quality. Catering to different tastes is essential for fan satisfaction.

7. Pre-Game Video Highlights

Jumbo screens inside the stadium displayed video highlights of the previous game before kick-off, helping fans relive memorable moments and heightening anticipation.

8. Incorporation of Fans’ Song

“I’m Forever Blowing Bubbles,” a West Ham anthem, was beautifully integrated into the pre-kick-off proceedings, uniting fans in song and spirit.

9. Atmosphere-Use of Lights and Special Effects

The use of stadium lights and flames created a good pre-game atmosphere.

10. Organized Crowd Control Post-Match

After the final whistle, efficient crowd control measures ensured fans could leave the stadium safely and reach transport links without undue stress.

11. Clear Signage to Transport Links

Clear, visible signage directed fans to key transport hubs like the tube station, minimizing confusion for those unfamiliar with the area.

What Could Be Improved

1. Better Email Communication

While the on-the-ground experience was stellar, pre-game email communication left room for improvement. Fans would benefit by receiving detailed/relevant information about logistics, the fan zone, timings, and stadium policies.

2. Atmosphere during the game

While the final result didn’t help, the atmosphere generated pre game was not carried into the match.  In fact, it was the away fans that generated the atmosphere during the game.

Conclusion

West Ham’s matchday operations showcased how careful planning and attention to detail can elevate the fan experience. From seamless transport access to immersive atmosphere-building techniques, they delivered on multiple fronts. Improving email communications and the atmosphere during the game would complete the package.

About Geoff Wilson

Geoff runs his own consultancy business, with a focus primarily on sport.  Previously Head of Marketing and Communications at the Irish FA, Geoff now consults to a wide range of global sports organisations on areas such as strategic planning, marketing and communications, digital, fan engagement, public affairs, women’s football, league development, club development and knowledge sharing / capacity building programmes.  Geoff has created numerous academic models for the sports industry.  Geoff is on the Advisory Panel at the English Football League and Chair of the Sports Council Trust Company (Sport England organisation).

Check out Geoff’s online course in strategic planning at https://geoffwilson.teachable.com/

The other sports models created or co created by Geoff can be found below:

Leave a comment