Whether in technology, the cost of goods and wages, contracts, regulatory variations, social and environmental change – the list is endless.
However, in my opinion, changes in expectations is the most important dynamic. A business staying abreast of things on paper but deaf to a shift in mood from its customers will quickly get left behind.
This is doubly true of global stadia.
Adelaide Oval is globally revered as one of the most beautiful sporting venues in the world. It blends modern amenity with 150-years of history, and more than a million people come through the gates every year for Australian Rules football, international cricket, other sporting events, concerts and functions.
With 50,000 seats, more than 25 separate function areas, 10 kitchens and multiple bars and kiosks, it is a big building. But to simply view any stadium as a piece of infrastructure undervalues its importance – and its potential.
Using a AU$535m redevelopment in 2014 as the springboard, we have worked tirelessly to make Adelaide Oval much more than a stage for sporting events, recognising that we must have an offering for every day of the year.
It’s why we created the 138-room international-standard Oval Hotel, the only integrated stadium hotel in Australia. Our innovative RoofClimb, again the first of its kind in the country, is an adventure tourism experience that has thrilled tens of thousands since launch.
We consistently invest in our game day experience. Cashless and self-serve technology is providing faster and more efficient service, while our menus are constantly updated for quality and choice. LED lighting installations have taken the in-seat experience to another level. Our teams travel the world to bring the latest learnings into our business and we have diversified beyond our physical footprint, delivering event, tourism and turf management expertise to multiple venues.
Our biggest competitive advantage is our agility. We have the creativity, the capacity and – most importantly – the people.
They are the reason why Adelaide Oval is entrusted with the big events – such as the first day-night match in the history of Test cricket, the first AFL Gather Round with 12 teams playing across four days, the historic India-Pakistan ICC World Cup clash viewed by a billion people worldwide – and more.
Our people are driven by our vision to cement our position as Australia’s most iconic provider of world-class, unmissable experiences for all. It’s something they live and breathe every day, during every major event and, importantly, through every customer interaction – no matter how small.
We put an absolute premium on our relationships with the Government of South Australia, sporting codes and promotors and we have a relentless commitment to being the partner of choice.
To me, that is the key to our next decade of growth.
Everyone is our customer, and it’s a focus on matching and exceeding their expectations that will keep us in front.