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Rethink CX, and turn fans into customers – how the San Jose Sharks are changing their customer experience with SAP CX

Published October 30, 2024

But Becher makes a crucial point: delivering on that experience has changed. Customers want more:

The modern expectation, the modern formula, is much stronger than that, and so you have to expand your definition of when the experience starts and when the experience ends… In my world, if the weather is bad or if traffic has an accident, or is heavier than normal, then one of our guests, or maybe many of our guests, may miss the beginning of a concert or the puck drop at a game that negatively impacts their experience.

Now the first reaction is, ‘Well, that’s not my fault. We didn’t control the weather,’ – but it doesn’t really matter, because that’s the memory they’ll live with. The negative memory is stronger than all the positive things we do, so therefore, we have to expand our mental model of what our experience looks like. We have to work with local authorities, consider alternative transportation, and encourage people to find different ways in there, or sometimes even delay the starts of events to deal with that.

Read the rest of the article here.

49ers Media Personality Invited To Sharks Game By Team President

Published August 6, 2024

San Jose Sharks President Jonathan Becher sent an invite to attend a game to a San Francisco 49ers media personality, Nick Newman, via social media.After seeing multiple responses, Newman was honest when he said he was unaware of the hype the San Jose Sharks community had on social media surrounding the team that selected Macklin Celebrini first overall.

Read the rest of the article here.

Sharks president Becher reveals Celebrini’s impact on business

Published July 16, 2024

But Sharks Sports and Entertainment president Jonathan Becher is very optimistic about the team’s future in San Jose and at SAP Center.Becher spoke with the San Jose Hockey Now Podcast on Thursday about the Sharks’ future at their long-time home, the positive Macklin Celebrini effect on business, owner Hasso Plattner and more.

Read the rest of the article here.

Warsofsky introduced as new San Jose Sharks Head Coach

Published June 18, 2024

Becher shared that it was a broad search for coaches, with some people reaching out to him via their agents. But the team stuck with the process and it narrowed down to Ryan fairly quickly.

“Ultimately, Ryan really separated himself from the pack. Yes, for all the hockey reasons. His game plan, preparation, his attention to detail and frankly, the fact that he’s been a very successful head coach before,” said Becher. “But it’s beyond that. Ryan’s communication style; his authentic way of dealing with everybody. His deep knowledge of the situation that we’re in right now. And frankly, Ryan, one thing that really stood out in that last time we talked is your passion for San Jose and the community. You are authentically a shark.”

Read the rest of the article here.

New Sharks jerseys: When will they be worn, and why was Raffi Torres involved?

Published January 25, 2024 by The Mercury  News

The San Jose Sharks on Thursday night unveiled the new third jersey they’ll wear at home for most of the remainder of this season

At an event for certain season ticket holders at SAP Center, Sharks players Logan Couture, Kaapo Kahkonen and Nico Sturm debuted the uniforms as they skated onto the ice. The event also featured team president Jonathan Becher, general manager Mike Grier, and director of player development Todd Marchant taking questions from fans.

“As a nod to this influence in the community, the team incorporated a teal yarn-dye-esque pattern on the sleeves and at the bottom of the jersey.”

Read the rest of the article here.

San Jose Sharks to Retire Joe Thornton’s No. 19 in 2024-25

Published January 17, 2024 by The Hockey News

The San Jose Sharks announced on Wednesday they plan to retire Joe Thornton’s No. 19 next season.

Joe Thornton earned the Hart and Art Ross Trophies while reaching major career milestones in a San Jose Sharks uniform. He’ll be the second player to have his number retired by the club.

“Joe’s arrival in San Jose in 2005 energized an already fervent fan base and for the next 15 seasons, Sharks fans were treated to watching one of the greatest players in NHL history,” Becher said in the team release. “He is one of the most beloved players in Sharks history, and we can’t wait to celebrate Joe’s career in San Jose during the 2024-25 season.”

Read the rest of the article here.

South Bay boosters want bigger bump from 2026 Super Bowl

Published January 4, 2024 by San Jose Spotlight

While officials are quick to note the NFL and FIFA maintain tight control over their events and ancillary activities, there is already interest in ensuring more visitors, attention and money from these attractions make their way into San Jose and surrounding South Bay cities.

“I’m optimistic, but there is still a lot of work to do,” Jonathan Becher, president of Sharks Sports and Entertainment, the parent organization of the San Jose Sharks hockey team, told San José Spotlight.

Becher is a board member of the Bay Area Host Committee, a group charged with attracting and helping to ensure the success of major sporting events, including the Super Bowl, World Cup and the 2025 NBA All-Star Game, which will be held at Chase Center in San Francisco.

Read the rest of the article here.

San Jose Sharks president believes changes to NHL’s Pride tape ban are forthcoming

Published October 24, 2023 by The Mercury News

The president of the San Jose Sharks believes the NHL’s ban on players displaying “cause messaging” on their equipment, including the use of Pride-themed tape on their sticks, will undergo some adjustments, possibly this season.

An NHL memo earlier this month informing clubs what players could no longer do on theme nights, including using the rainbow-colored stick tape – often used during LGBTQ+ Pride celebrations in pregame warmups — was met with both confusion and derision, with some feeling the league was backtracking on its long-running “Hockey is for Everyone” campaign.

Perhaps, though, the conversation isn’t over, with Jonathan Becher, president of Sharks Sports & Entertainment, feeling those rules will go through some modifications.

“Is it unfortunate that the league took that out of the player’s hands? For sure,” Becher told this news organization last week. “Do I think it’ll get back? Yes. And I think probably sooner than everyone is expecting.”

Read the rest of the article here.

Shark Stakes: Inside the rebirth of the San Jose Sharks, on and off of the ice

Published October 20, 2023 by Silicon Valley Business Journal

For more than two decades, success was about the only thing Sharks fans knew. Behind a generation of great players that included Patrick Marleau, Joe Thornton, Brent Burns and Joe Pavelski, San Jose’s NHL franchise reached the postseason nearly every year from 1997 to 2019.

But in between then and now, some of those good feelings soured. Sharks Sports & Entertainment, the company which operates the franchise, battled with the city and developers over two major projects that could drastically remake the area around the Sharks’ home at SAP Center — Google’s plan to build an 80-acre, mixed-use campus to the south of the arena, and BART’s extension into San Jose.

Team President Jonathan Becher said that when you’re winning for as long as the Sharks were, it’s “hard to plan” for a sharp turn the other way. “All of that down-side protection you would normally do in other businesses, we didn’t necessarily have to do it,” Becher said in an interview just before the 2023-24 NHL season officially kicked off Oct. 12.

Not that they didn’t want to, but rather the daily demands of the sports and events business make it difficult to step back and plan for the long-term, Becher said, characterizing the job as the “tyranny of the urgent.” The former longtime SAP executive acknowledged that the pandemic and losing seasons precipitated a necessary rethink.

Read the rest of the article here.

PolitiBeat: San José Spotlight’s inaugural political festival

Published June 14, 2023 by San Jose Spotlight

Asked if the San Jose Sharks are considering leaving downtown or San Jose, Team President Jonathan Becher said they don’t want to leave, though Google’s major Downtown West project and other infrastructure plans downtown have raised concerns for the team about parking, stadium access and fan experiences.

But Becher noted that for now, it isn’t an issue.

Read the full article here.

You can see a recording of the entire event here.  The sports discussion begins at 2:08:00 and runs for about 50 minutes.