“They may forget what you said or did. But they will never forget how you made them feel.”

- Carl W. Buchner

Opening a new Major League ballpark is a once in a lifetime opportunity to create a first and lasting impression on guests. So, the Minnesota Twins Baseball Club hired Authentic to design and launch a new employee engagement program to recognize and reward employees who are charged with delivering a world-class guest experience at Target Field. 

Authentic worked closely with Twins management and guest service staff to educate and empower Twins employees by helping establish and communicate a defined guest service culture that was unique to the Twins organization and to the new Target Field ballpark opening in 2010. Deliverables included a branded guest experience playbook, employee training materials, guest survey cards, and multiple engagement tools that support peer to peer recognition and rewards. We then measured the effectiveness of these programs to help benchmark how well Twins employees were meeting key guest service business objectives with reports that were shared with Twins management and also with employees. The result has been a winning formula for the Twins and their guests.