LFC IS LISTENING
Liverpool Football Club's Customer Experience Department was set up in May 2009 with one goal - to improve your off-the-pitch interaction with the club you support. Whether you're a season ticket holder from Anfield, someone who can only make it to a few games a year or even a fan from abroad whose only interaction with the club is through this website, it's your opinions that the Customer Experience Department want to hear and lots of improvements have already been made based on your feedback and suggestions. Here are just a few of them...
November 2011:
Liverpool Football Club's Supporters' Committee held its second meeting with Prinicpal Owner John Henry and club executives prior to the Swansea City clash.
October 2011:
Barcode paper tickets introduced in all areas of the ground, speeding up the entry process into Anfield for supporters.
September 2011:
Live Chat was made available through the official website, enabling us to respond to supporters' queries quicker. Click here to visit our Live Chat help page>>
August 2011:
Principal Owner John Henry, Chairman Tom Werner, Managing Director Ian Ayre and other club staff met for the first time with the newly-formed Liverpool FC Supporter' Committe. Click here to read the minutes from the meeting.
Family activities coordinated for the Valencia game. Click here to read more.
July 2011:
The new way of ticket purchasing went live - allowing the first half of the season games to be purchased. Click here to read more.
'First Time To Anfield' page created.
June 2011:
Season Ticket Waiting list project - resulted in 2,000 more season ticket allocation. Click here to read more.
May 2011:
Liverpool Football Club announced the 18 people who will make up the brand new LFC Supporters' Committee. A seven-person selection panel featuring Ian Ayre, Ian Callaghan, Karen Gill (Bill Shankly's granddaughter), Dave Boyle, Sue Johnson, Jack Stopforth and John Bishop was drawn up to review every application and jointly agree on the best 18 candidates for the Committee. Click here to find out about the 18 people selected.
March 2011:
Screening of away games at the Boot Room Cafe - selected games will be available to watch at the cafe. We have advertised accordingly on the offical website for the attention of all customers. This was raised at a recent supporters focus group and it's great to see that this is now implemented as a result of both the club initiative and on the back of our fans suggestions.
Liverpool FC has began a process to consolidate and clean up the Season Ticket waiting list with the hope to inform supporters of their position on the list before the summer.
January 2011:
Liverpool Football Club announced the launch of the Liverpool Supporters' Committee that it hopes will allow fans to help shape the club's future through regular and constructive dialogue with senior LFC officials. The Committee will be made up of 17 supporters - each representing different groups - with the chosen representatives selected by a seven-strong panel.
December 2010:
In a first for LFC TV, new owners John Henry and Thomas Werner were joined by Commercial Director Ian Ayre to take supporters' calls in a live question and answer session on the club channel, giving fans from all over the world the chance to interact with key figures at Anfield like never before.
October 2010
New Bootroom Sports Cafe restaurant opened inside the Kop to give fans somewhere to eat and drink when visiting the stadium throughout the week. Secure parking in the Centenary Stand allows families to park safely before enjoying a meal inside the stadium.
August 2010
New mobile store opened outside the Ticket Office to help serve customers quicker. The 'match day pod' has five tills and a number of shirt printing units
Free weekly audio podcasts released for fans to download
July 2010
Introduction of Legend tours
Over 65s rate for Membership tickets
3000 more tickets available to Members
June 2010
Improvements to the speed of the website following feedback from the New Website review survey
Detailed itinerary provided upon registering for Soccer Schools course
Improved interior decoration for increased atmosphere at Soccer School
Ability to make LFC Tour and Museum bookings through local hotels and tourist information centres
Removal of paper receipt for match day tickets
Enhanced Membership package
New PDA machines - reduces waiting time for queries
'Queue busting' outside the ticket office to reduce waiting time for fans
May 2010
Website homepage redesigned to have more content and less adverts
Feedback tool - emails sent after all visits to improve experience
April 2010
Retail customer focus group session held with a number of our fans
Implementation of metapack: Gives customers the chance to track their own order as an automated email is sent on dispatch
Implementation of metapack : Dispatch times have been improved dramatically (95% of all orders are dispatched within 7 days)
March 2010
Research prompted a full launch of Match Editor service in e-Season Ticket, allowing fans to easily view key video moments from recent games.
February 2010
Creation of an email newsletter for e-Season Ticket holders to advise on recent content.
An additional 5 kiosks selling draught beer
January 2010
Changes to e-Season Ticket following Survey feedback:
- Full 90 minutes of games added to each Barclays Premier League Match
- Instruction of how to watch e-Season Ticket on your TV
- Reserve matches exclusively live
Photograph Operation - photograph opportunity with the trophy
December 2009
New website launch following consultation (surveys and user groups) with fans
Launch of the first LFC iPhone content application (Match & News Centre) and player specific versions of the 'Keepy Up King' game following requests from fans
Hawking of beer, hot food, soft drinks and confectionary into concourse areas
November 2009
'Waiter Service' introduced to disabled section
October 2009
New and more interactive tours (Script devised by highly acclaimed script writer Dave Kirby)
More frequent stadium tours running every 15 minutes 
August 2009
Flash format video added to e-Season Ticket in order to simplify and improve the viewing experience following fan requests
TV's introduced to concourse areas
Vending machines sited throughout the ground
Food village introduced on Anfield Road
Kids kiosk added on child / adult section
Meal Deals introduced
Introduction of Customer Comment cards / email feedback requests on match by match basis in hospitality
Mobile food carts in the upper Kop and upper Main Stand concourses
Healthier food options i.e. wraps, sandwiches introduced
Signage welcoming away fans above the away end kiosk
July 2009
Introduced pre orders for new kit launches in store and the facility to post them out direct to the customers
May 2009
New Liverpool FC Online store with improved navigation and reduced checkout patch
If you have an idea or a suggestion for the Customer Experience Department, please email Feedback@liverpoolfc.tv
Find out more about LFC's Customer Experience Department here>>
