Las Vegas Raiders’ SVP of Marketing Kristen Banks joins The Current Podcast to discuss the importance of balancing old and new fan bases alike, and not just in Las Vegas. Episode TranscriptPlease note, this transcript  may contain minor inconsistencies compared to the episode audio.[00:00:00] Damian: I'm Damian [00:00:01] Illyse: And I'm Ilyse Liffering and [00:00:02] Damian: welcome to this edition of The Current [00:00:04] Illyse: This week, [00:00:05] we're delighted to talk with Kristen Banks, the SVP of Marketing for the Las Vegas Raiders, formerly known as the Oakland Raiders, and for a while the Los Angeles Raiders from 1982 to 94, [00:00:18] Damian: but since 2020, the Raiders have made their home in Las Vegas, and this year the Raiders hosted the Super Bowl at Allegiant Stadium. [00:00:26] That's the first time in NFL history that a Super Bowl was played in the state of Nevada. [00:00:31] Illyse: In fact, the match was the most streamed in history by a record setting audience. [00:00:37] Damian: Now, although the Raiders weren't playing in the match, the event marked a watershed moment for the NFL, for Las Vegas, and the game in general. [00:00:45] We started by asking Kristen what all that attention meant to the Raiders. [00:00:51] Kristen: it's incredible. Uh, you know, coming into working for a brand that's been around 60 years. So the Raiders organization is [00:01:00] been, you know, around since 1960 and they've never hosted a Super Bowl. So for the first time, you know, coming to a new stadium being built in Las Vegas in 2020, not having it open for the first two years that the stadium was in full operations because of the pandemic, And then fast forward to this year hosting the Super Bowl on a wide, really global stage. [00:01:26] was incredible. It was incredible for the brand. It was incredible for the city of Las Vegas. And I think it really represents a new chapter in sport and what's happening in this city. [00:01:40] Illyse: And you know, also thanks to streaming and probably also Taylor Swift a little bit, let's be honest, we're seeing new fans come to the NFL. [00:01:49] Kristen: What I would say is again, drafting back to the pandemic is that there's, you know, there was already a change in consumer behavior and how consumers were [00:02:00] absorbing and watching content. Certainly with the pandemic that increased that aptitude. And so you saw this incredible spike in how people are consuming content, certainly migrating away from being cord cutters or potentially Cord nevers who had a cable package and moving into streaming services. [00:02:20] Certainly you see that even more so with the younger population and Gen Z. It's about simply. Being available to every audience type that's out there, and that could be on their mobile phone, on their tablet, when they're watching the game, still on regular television, but going to social media platforms or YouTube to consume additional content that only enhances the experience. [00:02:46] Damian: That's interesting. One of the things that you said to me, Kristen, was about that streaming and second screen experiences that, in effect, there's a sort of virtual community of fans who are sharing content as the action is happening and unfolding. [00:03:00] How do you think about that and leverage that as a marketer? [00:03:02] Because that seems like a pretty exciting real time opportunity. [00:03:06] Kristen: It's such a unique world, right? Particularly for younger audiences, we'll say, under the age of 25, if they haven't documented it, then it's almost like it didn't happen. So, as a brand and as a marketer, you have to think about when someone's attending a game, when they're watching it at home, how are they engaging with the experience? [00:03:30] And how are you giving them? A opportunity to tell their story and what it means to engage and experience that activity with the brand. [00:03:40] , I'm quite new to the Raiders organization. I joined, um, six months ago, right at the start of the 2023 season. the height of Super Bowl. And so my team is deep in the throes of the strategy and planning of how do we build audiences and how do we ultimately create customer journeys long [00:04:00] term. [00:04:00] When you think about the avidity scale of the very core passionate fan who maybe is a season ticket member, buys merchandise can't get enough of the Raiders podcast that type of fan. is very different than a very casual fan so for a very casual fan, I'm not going to immediately try to sell them on a season ticket member because they're likely not at that stage of ready to make that commitment financially, ready to make that time commitment. [00:04:31] So how do I get them to watch a piece of content? So it's really about building out each person individually and saying, okay, this subset of fans represent this group and follow this typical pathway. [00:04:45] And these types of fans that are much more avid may follow a very different pathway. And this is what this looks like. [00:04:51] Damian: I'm very curious on the, you know, when you mentioned the coach and the teams and all that dynamic that goes on, how much access do you and [00:05:00] your marketing team have to that? How do you, how does that kind of infuse what you have to do on the, on the executive front? [00:05:06] Kristen: From week to week, you know, win or loss, you know, there's this constant narrative that's playing out on a real time stage and on social media and live on broadcast. And so then you have to say, okay, how do we ultimately take that draft quickly? If maybe a player made a stunning catch, or had a, you know, a fumble, or did something on the field that was really extraordinary, how do we then, you know, how do we dovetail off of that? [00:05:39] How do we create content? Taking those things that are really quick hits and ultimately doing a quick turn to be relevant and, you know, in that social media moment of continuing to capture that interest and intent. [00:05:55] Damian: That's really interesting. And the way that advertising now is deployed in a much more agile [00:06:00] way makes that all the more possible, I assume. [00:06:03] Kristen: Right. I would say, there's challenges with that. Yes, for sure. It's. It's easier to do nowadays. I mean, certainly you've got social media, you've got digital content. It's easy to push something out, but you also have the challenge of, as you think about customization and personalization and audience segmentation, what does that look like, right? [00:06:24] Is it five different messages? Is it three different messages? Is it one different message, but a different channel? So, you know, Even still, when you're trying to move as quickly so that you're still relevant, and it's happening, that lightning in that moment, you have to also be able to take a pause, say, what's the strategic approach here, and is this reflective of the right audience, and where do we ultimately push this to make it relevant? [00:06:52] Illyse: I feel like the NFL and sports leagues overall, There's a lot of, like storylines that you can actually, draw from, and, like, [00:07:00] personalities. , everybody has their favorite player their favorite moment in time that that player, really succeeded. [00:07:08] How do you then use these storylines to, like, infuse your marketing content as you think about, keeping things relevant and authentic? [00:07:17] Kristen: My background is sports and entertainment, which has really what I'd like to say is baked in stories and they're happening on a daily basis, right? I think it's why when we then partner with brands or we bring in partnerships and we say, okay, brand X, Y, Z, who maybe doesn't have some of those built in storylines to play from, how do they make what they're doing, you know, speak to the fan base [00:07:43] Illyse: do you think that even work with brands that don't have an obvious affinity with a sports team? Like how do you create then like extensions of the story? [00:07:54] Kristen: I'll pick on maybe a little bit of finance and insurance because maybe they're not as sexy, [00:08:00] but, in naturally partnering with a brand or a sports property helps allow that to happen. And then it creates that opportunity to say, Okay, well, that finance or that insurance brand, you know what, when there's a setback, oh, that may relate to somebody's personal life in how they're investing, right? [00:08:20] And that's easier for brands to attach to versus having to try to create something from scratch. one of the interesting narratives that came out of 2023 season was certainly with our Interim head coach, who's now the head coach, Antonio Pierce. [00:08:44] And he's an incredible figure and certainly quite the motivator and just, gives these incredible speeches and really. Kind of these amazing lines that just play really well into marketing. Um, and it was, okay, how do [00:09:00] we create a whole blackout kind of experience? It was clear they weren't going to be making the playoffs, but how do we still make it impactful to the fans that they want to show up, that they want to watch, so if you take that story of, okay, everybody's going to dress in all black in the way that he does. [00:09:17] Show up and represent, which is usually kind of one of his sayings and to see that come to life, to see many of the fans dressed in all black at the game, to see messages of encouragement posted on social media. And then, which it was incredible to see him walk off the field and have people chanting. [00:09:39] For the coach, that's that's quite unheard of. So that was a really cool. Um, it was a really cool moment to see and witness and from a marketing side, help create that, [00:09:52] Damian: yeah, so the executive side of the Las Vegas Raiders, you've got a very powerful story there too. And I know that it's a team [00:10:00] of firsts with the first female black president of an NFL team and more. [00:10:05] I wonder if you could talk a little bit about, you know, that side of the story. [00:10:09] Kristen: I think, you know, the Raiders has a really an illustrious history. , you have, you know, the first black head coach. You had the very first female president in the NFL. They all came from the Raiders. Now you have the very first female black, uh, president of the Raiders. And so, you know, it's an organization that's been in firsts. [00:10:33] Over the past 60 years, and so it's incredible to say that, you know, whether it was, , Mark Davis, our owner of the Raiders, or his father, Al Davis, they constantly said it was really always about just finding the right person for the role and really just that. And not, and diversity and inclusion becomes just part of that because you want to make sure that you're representing [00:11:00] the audience in the right way.[00:11:02] Kristen: And to be at the forefront of doing that is to make sure that in the back office, and on the field, and in the coaches and staff all reflect that representation as well. And so I think that's just a fabric of the Raiders DNA that's always been present. But To be here now, to be part of the leadership team, to have, a female president who's African American, to be a part of that executive group as myself being a female and being in sports, it's really trailblazing and it's an exciting, uh, time for sure [00:11:37] Illyse: Do you believe that then has an effect on the marketing? I know, there are obviously a ton of female, NFL fans out there and Raiders fans, I'm sure. And, I feel like. Often, though, football is more marketed to men. Do you feel that having more women in those, [00:12:00] power roles really speaks to the women that are fans? [00:12:04] Kristen: Yeah, I think it has to. I think it's a natural influence and that, you know, whether it's women, whether it's other ethnicities, whether it's different backgrounds, different cultures, all of that is really important because if you think about just, right, I'll just take Las Vegas because that's obviously where the Raiders, our home base is now. [00:12:28] We certainly reach a lot of other markets and audiences, but I'll talk about Las Vegas, which is. You know, naturally, just about 50 50 split in between men and women. 28 percent of the audience in Las Vegas is Hispanic. 11 percent is, is Asian Pacific Islander. Las Vegas is called the Ninth Island for a reason, a lot of Hawaiian transplants. [00:12:53] And also 10 percent is African American. So, you look at that really [00:13:00] diverse fabric of people in Las Vegas who could potentially be fans of the Raiders, and who ultimately we want to ingrain so that they feel the Raiders are their hometown team. The employee base should reflect that and I would say for sure, my background, my experience, and even my team around me, should reflect the diversity and diverse opinions of those communities for sure. [00:13:29] Illyse: One of the most interesting facts about the Las Vegas Raiders is that you're a legacy brand, but you're now in a new location how do you ensure that you're engaging those fanbases while reaching new fans? [00:13:45] Kristen: I think it's making sure that nothing that you're doing is going to, Be damaging to the core or feel not authentic. We certainly have still quite a fan base in Los [00:14:00] Angeles and Oakland [00:14:00] but then to say, okay, now we need to bring in. New fans, completely different that are not part of those generations that are introduced to the team because now we're here in Las Vegas that has never had an NFL team before that honestly never had any professional sports team up until the last. Five, 10 years, that would have been completely frowned upon in what was formerly called Sin City. [00:14:28] You never want to upset the core. But you want to make sure that you're doing something that still pushes the envelope a little bit so that you're constantly growing and adapting. [00:14:38] Illyse: And, you know, I'm curious about this too because, you know, we're living in like a digital world now. Anybody can go on and stream like a Raiders game, no matter where they are. With fan bases, especially across cities, across states, does location matter as much these days to be a fan of a particular NFL team? [00:14:59] Kristen: You know, [00:15:00] I think, think it depends. I think it depends on who you ask, and I think it depends on what type of fan and what avidity scale. And the reason I say that is, is I'll say, you know, the Raiders, we are very, proud of the fact that we have a season ticket member. In every state in some 15 countries, um, that are, that grace our stadium. [00:15:23] I mean, that's a little bit of, you know, a little panache to say that, but on top of it, you know, how fans have access, you know. Can look completely different to I mean, certainly your bread and butter are the people coming in the stadium, but the bigger appeal, the bigger growth potential are those fans watching at home. [00:15:44] And what's that experience? And to your point, at least that could be done really anywhere, right? And then to what they have access to. Um, some of that, you know, depends on live broadcast rights and where, games are aired. [00:16:00] But there's also an incredible amount of content, and for anybody under the age of 20, getting them to watch a full game sometimes is a challenge anyway, so they're going on TikTok and watching some highlights. [00:16:12] So, those really casual fans, keeping them engaged, which can be at home, on the go, in a different city, in a different country, is certainly relative and important, too, to the Raiders overall growth. [00:16:28] Damian: So, Kristen, you talked, you mentioned that Vegas is pretty new to sports, but I do know that, you know, your background, which is very interesting. You're a lead marketer for the UFC, which was one of the original sports franchises in Vegas, along with boxing. I wonder about you. [00:16:47] You know, um, learned from that experience and you, you were in, the midst of, this in, as, as the city has kind of evolved into this sports center in a way. It [00:16:56] Kristen: Yeah, for sure. I mean, I [00:17:00] moved to Las Vegas back in 2015. was with the UFC for eight years there, formerly worked in entertainment for NBCUniversal in Orlando. so I'll say I've always been, had a background of cast of characters and rich stories to play with. But on that end, you know, when we moved back in 2015, Very different landscape. [00:17:22] One, there was no stadiums. and there certainly was no talk of baseball, basketball, or really any other national sport. and so UFC had planted a flag many years ago as already being a boxing town where you'd have, you know, big events. [00:17:40] But what I will say is, is that is good timing of having that past experience because you're trailblazing. You're saying, okay. How do we set a flag here? How do we do this? How do we make this work? How do we get fans engaged locally? To then parlay that into what I'm [00:18:00] doing now, which is working for the NFL and working for, a team locally that has such an incredible, brand recognition, brand storyline. [00:18:12] And building from that is to say, okay, well, I can take some of what I've learned from UFC trailblaze and say, how do we make that cool and relevant, to new fans here in Las Vegas? [00:18:25] Illyse: Speaking of Vegas how is the Raiders , leaning into sports betting in any way? [00:18:30] Kristen: In Las Vegas, because of naturally the betting and the gambling and maybe it feeling like, Oh, this is, this is too taboo for a sports team to come to Las Vegas. but today, you know, some of our partners are sports betting partners. Um, we have MGM bet, who's a corporate sponsor. We have DraftKings, and there are league partnerships with sports betting partners. [00:18:56] Naturally, I'd say, it's really working with the [00:19:00] teams individually to say, hey, how do we make sure that we make sure that the game stays pure, that it's really just more of a fan focal point, but that those two don't intersect. [00:19:12] Illyse: Yeah, It's definitely interesting. The Raiders are kind of, I would say different from a lot of other NFL teams and I'm curious about what you would say about why that is. For instance, like the nickname, I know Raider Nation is, is really strong and the fans are . Maybe some of the most spirited in, yes, in the league, I would say. What do you think? [00:19:38] Kristen: They really represent and tap into what the Raiders brand is, which is about individuality. [00:19:46] It's about, being yourself authentically. It's about doing it in such a way that's very different, almost cosplay esque. Playing into that it's the team for maybe the [00:20:00] non sports fan, you know, and silver and black, and how cool are those colors that everybody looks good in black. So I think there's, there's just so much fun. [00:20:12] And then I think about, you know, just where the Raiders came from to, you know, our incredible history of Al Davis being the owner, and commitment to excellence, having pride and pride and poise, those things and that and that kind of ethos, plays into everything of what we do, and I think that the fans gravitate to that because it's something they can identify with. [00:20:39] Damian: And that's it for this edition of The Current Podcast. [00:20:41] We'll be back next week so stay tuned. [00:20:44] Illyse: The current podcast theme is by Love and Caliber. The current team includes Kat Vesey and Sydney Cairns. [00:20:51] Damian: And remember [00:20:52] Kristen: You never want to upset the core. But you want to make sure that you're doing something that still pushes the envelope a little bit so [00:21:00] that you're constantly growing and adapting. [00:21:02] Damian: I'm Damien [00:21:03] Illyse: I'm Ilyse. [00:21:04] Damian: we'll see you next time. 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