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张帆:场景构建是基石,文化数字化能为传统注入新活力

发布时间:2026-06-03 18:52:33点击:91

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张帆:场景构建是基石,文化数字化能为传统注入新活力

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The picture the NFL wants you to have of America's most popular sport is that this is a steamroller crushing it at every turn, with revenues, ratings, salaries, and, of course, entertainment and drama breaking through one ceiling after another in a seemingly endless streak of success.

And much of that is indeed an accurate portrait.

But there's another snapshot the average fan is increasingly seeing and that's of an NFL that is taking more out of your wallet than ever, whether you're headed to games or watching at home.

It's the NFL that was born in America but is looking to export games to feed fans abroad – obviously at the expense of packed stadiums at home.

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And, it is the NFL that has partnered with gambling conglomerates as a way of increasing revenue and interest, perhaps at the expense of feeding addiction.

So, yes, the NFL is America's reality show. It's fun and captivating, but it's also unquestionably troubling at times. 

So how did the NFL behemoth get here?

"When I started in the NFL, it was the most popular sport," said former San Diego Chargers team doctor David Chao, who worked 17 seasons for the team. "By the time I was done, it was more popular than all the other sports combined.

"And what's the fundamental difference? You go to a sports bar during baseball season. It's all men watching games. You go to a sports bar on Sunday during football season, it's half women watching games. They've doubled their audience. And they added fantasy. But what is fantasy? It's personal ownership and stake. It's personal stake in the games."

Chao points out that fans years ago asked him whether a player was available for a game because they wanted the Chargers to win. Fans still care about their teams, but the league has added new fans that want to know that information because they want to set their fantasy team to win.

Or they want to have their gambling bets win.

The NFL's ‘Existential Threat’ 

Gambling has become a revenue source for the NFL that simply didn't exist a decade or so ago. 

The NFL has shifted from outright opposition to active commercial partnership with the sports betting industry. Caesars Entertainment now serves as the league's official casino sponsor while DraftKings and FanDuel are official sports betting partners.

These agreements allow the partners to use NFL trademarks, promote betting activities in league media and engage fans with NFL-branded betting experiences. And while the NFL maintains boundaries designed to protect the integrity of the game, that is a too-thin line for anyone who understands how potential betting information works.

"It's a disaster, it's the existential threat to football," said famed NFL agent Leigh Steinberg, whose career was Hollywood's template for Tom Cruise's character in the 1996 movie "Jerry Maguire." "All it takes is one inside piece of information being leaked to a gambler that's trying to do a prop bet or an athlete that actually shaves performance, and it's a slippery slope to having a true contest, and it starts to resemble wrestling.

"Gambling is maybe good news for revenue, but it's bad news for the integrity of the game and continued fan interest."

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Steinberg is the author of four books, including his latest, due out March 24, titled "The Comeback: A Playbook for Turning Life's Setbacks Into Victories." Part of that book details Steinberg's battle with alcohol addiction, and he's concerned that the NFL's ties to gambling could have a terrible effect on some of its fans.

Beyond likely losing a lot of money, that is.

"They're going to create a whole new generation of gambling addicts," he said. "Because certain people can't handle this. Second of all, if you don't feel the games are played on a level playing field with equal officiating, rules, every player trying his hardest … If you introduce into the fan's brain that there's a possibility that something else is going on other than what they see on the field, it's a disaster."

There is already a faction of NFL fans on social media who refer to the NFL as scripted. Some NFL staff even publicly joke about this narrative. But all it takes is one player, innocently or not, sharing injury information that gets leaked into gambling circles as to affect betting lines, and the NFL would have a scandal on its hands.

NFL Exporting Games Around Globe

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But none of this is so far slowing the NFL from its steady, seemingly inexorable expansion into becoming a global game.

"In today’s world, we have to be global," Commissioner Roger Goodell told fans in Ireland last season before the Pittsburgh Steelers and Minnesota Vikings played in Dublin. "Every time we play an international game, fans say they want more. I really, truly believe our game can and will be global. Our job is to share our game with the rest of the world."

The NFL will play a record nine international games in 2026 across four continents, seven countries and eight stadiums: 

  • London, U.K. (Two games in Tottenham Hotspur Stadium, One in Wembley Stadium)
  • Madrid, Spain (Bernabéu Stadium)
  • Melbourne, Australia (Melbourne Cricket Ground)
  • Mexico City, Mexico(Estadio Banorte)
  • Munich, Germany (FC Bayern Munich Stadium)
  • Paris, France (Stade de France Stadium)
  • Rio de Janeiro, Brazil (Maracanã Stadium)

Paris, Melbourne and Rio are new additions to the International slate. And they won't be the last, if things go according to plan.

"We would like to get to 16 games, so everyone is playing one game a year internationally," Goodell said.

Players Do Not Want 18th Game

But every game that is exported is a game that leaves the United States. 

Well, the NFL has a long-range plan for that which may appease some fans but will surely displease players and that is adding another game. Even though Goodell cautioned during Super Bowl week that adding an 18th game was "not a given," he added that NFL owners want to discuss such an expansion with the NFL Players Association. 

That's because the NFL definitely wants to some day offer an 18-game regular season and two bye weeks that begins on or before Labor Day and ends on the Sunday prior to President's Day. That plan would include two preseason games to give each team a dry run for a home and away game.

"Our members have no appetite for an 18th regular-season game," NFL Players Association interim Executive Director David White said during the union’s annual Super Bowl week news conference in San Francisco.

But the players' union has balked at additional games in the past. And then it has given in to additional games in collective bargaining in return for more money. So the league believes one more game can again be negotiated.

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    每家企业的使命宣言都承诺“满足客户需求”并“超越客户期望”,但实际上,大多数公司却一直在违背自己的承诺,用糟糕的服务让他们的客户感到沮丧。原因很简单,企业仍然在用制造思维来应对服务问题,通过增加人员覆盖,提升服务效率来提升客户满意度,“保姆式”服务就是典型的制造思维。

    服务的特点是碎片化、高成本,工程机械设备分布通常在偏僻的地点施工,服务人员有时需要一整天的长途旅行才能到达客户现场,却发现“故障”只是一个很小的保养问题。

    设备保有量越来越大,企业按照一个服务人员负责N台设备的线性思维建立服务网络,服务人员每天疲于奔命,各处“灭火”,受到公司和客户的双重压力。公司嫌他们乘飞机出差太贵,客户嫌他们乘火车出差太慢,高昂的差旅费用与低廉的人工成本形成鲜明的反差。“保姆式”服务模式?真是个好主意,唯一无解的问题是谁来承担费用?

    1995年,一艘海关缉私艇出海执行任务,遇到一艘渔船需要紧急避让,情急之下舰长按下了紧急停车按钮,避免了两船相撞。可在此之后船上的4台发动机却无法再次启动,只好联系拖轮拖回码头。

    海关总署缉私处紧急联系我(发动机是我们公司生产),要求派遣服务工程师赶赴现场处理,工程师只是手动推开了进气风门就排除了“故障”。原来,紧急停车时不仅将柴油机的油门降到零,同时还会触发电磁阀关闭进气风门,确保柴油机立即停车。但进气风门必须手动打开,在交机培训时讲过,不过培训安排在新加坡进行,只有领导才能享受出国的福利,缉私艇上居然没有一个人参加,才出现了这种令人啼笑皆非的事故。

    如果你问客户什么才是最好的服务?他们会告诉你,没有服务才是最好的服务,没有哪个客户愿意与服务部打交道,那意味着产品出了故障,没有人喜欢问题,“保姆式”服务?那不意味着产品天天出故障?!还是算了吧!产品不坏就不用与服务部打交道。

    可惜,没有永远不坏的设备,即使能造出来,也没人买得起。设备在艰苦的工况下施工,出现故障的概率远远高于完好的概率,况且,很多故障还是人为操作不当造成的。

    从飞机的预防性保养中得到启示,可以让客户的设备可靠地运行,其中的诀窍就是预防性保养,在设备可能发生故障之前就更换磨损的零件,更换润滑油和滤芯,将产品的可靠性成倍提高。

    如果能让客户轻松、快速甚至有趣地与企业互动,使用知识库和远程协助,自助排除故障,就可以避免服务人员亲赴现场,既省时,又省钱,还能给客户带来成就感。当然,产品必须设计得足够简单,让自助服务加远程帮助成为可能。

    这是一种诱人的服务创新模式,在AI和物联网技术广泛应用的时代是完全可能的。我们都想错了,客户既不需要“保姆式”服务,又无法承受这种服务模式的成本,最好是不用与服务人员打交道,没有服务才是最好的服务,唯一的问题是如何实现“没有服务”的服务,预防性保养、AI、远程、自助为我们提供了未来服务的蓝图。

    《麦肯锡图表思考法》中提出,解决问题不能像打地鼠一样,哪里冒出来就把它打下去。那样企业的问题会越来越多,更糟糕的是:花费了很大代价,客户抱怨还越来越多。

    二十多年的服务工作经历让我体会到,“救火队”的服务模式成本最高,效果最差,因为无论现场服务有多及时,都有服务延迟,而且故障已经发生,这会造成损失和风险,例如缉私艇在海上一旦失去动力,遇到大风船只就有倾覆的危险。

    服务延迟还会导致生产过程的中断,以及设备的各种安全风险。所以,最好的服务就是没有服务,没有服务就没有延迟,没有损失。你理解其中的奥妙了吗?

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