moving toward patron intimacy: engage, cultivate, and listen

Moving Toward Patron Intimacy

Nancy Boas

Director of Product Marketing

Besty Holbrook

Training and Documentation Program Manager

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

Power of Customer Reviews

Social Media Reports

Extreme Customer Orientation

Customer Experiences Matter

Pre event patron experience

Easy Purchase

Cater to VIPs, Influencers

GA holds

Save the best seats

Exclusive Access

1. Auto apply

2. Add code to URL

3. Encourage early purchasing

Add info

1. Event notes

2. Ticket types

Auto Reminders

The event experience

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

Manifests

The Thank You Economy, Gary Vaynerchuk

https://flic.kr/p/9PpNNb

Crowdsourced Ideas

https://flic.kr/p/aPEvAM https://flic.kr/p/9A14r1 https://flic.kr/p/6x7sSV

Thermal Ticket

Post event patron experience

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

Grouping/Tags

Loyalty leaders grow 2.6 times as fast as their competitors

Source: Bain and Company

Keep Dialog Open

Thank you!

Nancy Boas & Betsy Holbrook