Contributors

Jim McCarthy

CEO, Goldstar

Jim McCarthy is the co-founder and CEO of Goldstar (www.goldstar.com), a company that sells millions of live event tickets to millions of people on behalf of more than 5,000 venues and producers each year. An e-commerce veteran, Jim has spent his entire career in high-growth businesses and likes to share his 
knowledge and insight with others. He's the editor and main contributor to SellingOut.com a website for live entertainment and arts marketers. He's the curator and co-founder of TEDxBroadway the sold-out annual event dedicated to the question: "What's the Best Broadway Can Be?" He's spoken at conferences all over the world, including TED, SXSW, INTIX and more. His articles have been in Forbes, Fast Company and Business Insider. About Jim, Bob Lefsetz has said, "Jim McCarthy is smart, he'd win in any world, not only via his brain, but his hard work and dedication." He's the organizer of the Pasadena Entrepreneurs' MasterMind Meetup, which Pasadena Business Now noted, "Jim McCarthy, CEO of Goldstar, discussed his personal philosophy of business and leadership. His stories of humanity and giving brought tears to many eyes and motivated all to do more for more. It was clear to all why Jim's MasterMind groups have a many-month waiting list to learn from him and his vision and insight." Jim is also a very active member on the Board of Directors for Union Station Homeless Services as well as the Pasadena Playhouse. He studied English at Harvard University and received an MBA at UCLA Anderson School of Management. Jim recently earned his black belt in Northern Eagle Claw Kung Fu.

 Follow @goldstarjim on Twitter.

Customer Service

Subj: Inter Office Mail – Experience – Expectation = Satisfaction

Editor’s Note: Our own Jim McCarthy shared some thoughts about Customer Commitment with the Goldstar team, and, well, we thought you might get something out of it, too.From: Jim McCarthy jmccarthy@goldstar.com Sent: Fri 5/10/2019 2:18 PM To: GSEHi Everybody!There's an easy way to understand how positively customers are likely to feel about us (or any business). It goes like this:What I actually experienced (minus) What I thought I was going to experience (equals) How positively I think of what happened and of your company.We...

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#MondayMotivation

#MondayMotivation: More Sales Should Not Equal More Work

Looking for a little #MondayMotivation? We’re pulling out past stories that are still just as relevant today. Here’s a pearl from Jim: Why We're Digitally Integrating Major Ticketing Platforms.Back in Goldstar’s early days, we used cutting-edge technology to let our venue partners know about the Goldstar members coming to their shows: a fully automated fax!I’m joking, but only a little bit. When we started (15 years ago), many venues did want this information via fax. So we invented a virtual gateway to...

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#MondayMotivation

#MondayMotivation: It’s About Connecting You With Audience

Looking for a little #MondayMotivation? We’re pulling out past stories that are still just as relevant today. Here’s a pearl from Jim: The Goldstar Distribution Network: Why We Built It.Goldstar’s about connecting your event with our audience. That’s our thing.I’ve said that, or something like that, lots and lots of times, but it started to occur to me a few months ago that it wasn’t quite right.Our thing isn’t about connecting your event with our audience. It’s about connecting you with...

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Customer Service

SUBJ: Inter Office Mail – The Five Whys

Editor's Note: Our own Jim McCarthy shared some thoughts about Customer Commitment with the Goldstar team, and, well, we thought you might get something out of it, too.From: Jim McCarthy jmccarthy@goldstar.com Sent: Fri 4/26/2019 4:16 PM To: GSEHi Everybody!As we talk about Customer Commitment, the more I think about it, the more a single word comes to mind: Quality.That may sound a little weird to you. Quality may imply craftsmanship or great ingredients or even high-tech robots on an assembly line...

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#MondayMotivation

#MondayMotivation: Strong Channels Have Staying Power

Looking for a little #MondayMotivation? We’re pulling out past stories that are still just as relevant today. Here’s a pearl from Jim: On-Demand Audience.Do you need to own everything you use?These days, people, especially younger adults, say no to that question. Ownership, rather than being an advantage, feels like a burden.Cars, for example, are something that many urban millennial adults would far rather rent (in the form of something like Zipcar), use (as with Lyft or Uber) or just avoid (as...

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#MondayMotivation

#MondayMotivation: People Value Live Experiences More

Looking for a little #MondayMotivation? We’re pulling out past stories that are still just as relevant today. Here’s a pearl from Jim: The Value of Live Entertainment: Still Growing.The value people place on live entertainment continues to rise.I don’t understand why people in the live entertainment business obsess so much about the increased cost of delivering live entertainment and think so little about the crazy upward trend in the price the market is willing to pay.By looking back a few years,...

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#MondayMotivation

#MondayMotivation: Stop It Now

Looking for a little #MondayMotivation? We’re pulling out past stories that are still just as relevant today. Here’s a pearl from Jim: Pretending To Be Hot.A couple weeks ago, I made the following point: “Without meaning to, I’d say our industry has made it pretty hard to buy live entertainment. Ticket buyers are generally confused, frustrated, suspicious and trepidatious.” That’s right. As a group, we put obstacles in the path of people who are just trying to give us money and attend our events....

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#MondayMotivation

#MondayMotivation: You Know the “Rule of 7,” Right?

Looking for a little #MondayMotivation? We’re pulling out past stories that are still just as relevant today. Here’s a pearl from Jim: Do You Follow the Marketer's Rule of 7?The “Rule of 7” is the marketing theory that someone needs to see your product or ad seven times before they truly become aware of it. Of course, this rule goes way back to the 1930s (and maybe even earlier), so it doesn’t take into account changes in newspapers and TV, oh,...

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#MondayMotivation

#MondayMotivation: A Little Table-Pounding

Looking for a little #MondayMotivation? We’re pulling out past stories that are still just as relevant today. Here’s a pearl from Jim: Batman and Robin, Part 2.One day, a few years ago, I realized it was time to do a little table-pounding.This is an activity that, for the unfamiliar, is described in the CEO Handbook (which you mysteriously receive in the mail, in a sealed, black leather pouch shortly after you become a CEO. No return address) as:“The act of repeatedly...

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#MondayMotivation

#MondayMotivation: Leverage Your Larger Partners

Looking for a little #MondayMotivation? We’re pulling out past stories that are still just as relevant today. Here’s a pearl from Jim: Small Organizations Need Mobile, Too.Smaller organizations sometimes delay or skip important innovations because they’re small. They have less budget, staff or expertise. Consumer tastes and habits change, and because smaller organizations are generally closer to the customer, they know it. They see the changes and know what’s necessary, but often decide not to take steps to match that change...

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