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Moving Toward Patron Intimacy
Nancy Boas
Director of Product Marketing
Besty Holbrook
Training and Documentation Program Manager
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Era of Information Overload
Every 2
days More info created than since dawn of time
5X daily
Americans taking in what
they did in 1986
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Power of Customer Reviews
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Social Media Reports
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Extreme Customer Orientation
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Customer Experiences Matter
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Pre event patron experience
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Easy Purchase
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Cater to VIPs, Influencers
GA holds
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Save the best seats
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Exclusive Access
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1. Auto apply
2. Add code to URL
3. Encourage early purchasing
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Add info
1. Event notes
2. Ticket types
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Auto Reminders
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The event experience
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Checklist
1. Get people through the door quickly
2. Use manifests
3. Enable alerts
4. Extend personal greetings and
shoutouts/curtain speeches
5. Consider the experience
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Manifests
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The Thank You Economy, Gary Vaynerchuk
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https://flic.kr/p/9PpNNb
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Crowdsourced Ideas
https://flic.kr/p/aPEvAM https://flic.kr/p/9A14r1 https://flic.kr/p/6x7sSV
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Thermal Ticket
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Post event patron experience
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To Do
1. Auto follow up
2. Segment for highly targeted messages
3. Patron groups/tags
4. Send next one with exclusive (pre-sale)
access, simple net promoter survey
5. Solicit feedback
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Grouping/Tags
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Loyalty leaders grow 2.6 times as fast as their competitors
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Source: Bain and Company
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Keep Dialog Open
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Thank you!
Nancy Boas & Betsy Holbrook