Meet Amy Gardea Title: Senior Director of Customer Service Hometown: Placentia, Calif.Best Live Show She’s Ever Seen: “So many to choose from, this is really hard. I’ve been going to live shows since I was a child. It was a staple of my upbringing. Off the top of my head though, Hamilton. I honestly thought there was no way it could live up to the hype, but I was in absolute awe from the first note to the final curtain.”SO: What's...

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Earlier this month, we shouted out Customer Service Appreciation Week, and recently both Senior Director of Customer Service Amy Gardea and Customer Service Specialist Shaunelle Curry shared their Pro Tips.That's because, as Jim has written, "Good service is the best marketing money you’ll ever spend."Now, venues like Philadelphia’s Wells Fargo Center and San Francisco 49ers' Levi’s Stadium have installed terminals made by HappyOrNot that are "equipped with buttons representing a smile, a half-smile, no smile and a frown, ranging in...

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Meet Shaunelle Curry Title: Customer Service Specialist Hometown: Saint Louis, MissouriBest Live Show She’s Ever Seen: “Hands down, The Lion King. It is absolutely magical! I was swept into the wonder of childhood the first time I saw it. I've seen it three times now thanks to Goldstar!”SO: What is your philosophy about customer service?SC: What am I going to do to make our customer's life better as far as their interaction with us, especially when people come in thinking it’s going to...

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In honor of Customer Service Appreciation Week, October 1-5, we're sharing a few posts from Jim about the importance of customer service.You can click on any title below to read the full article:You Know What Customers Love? Rules You may not think customers react viscerally to rules, but they do. They’ll see that you took advantage of your opportunity to push them around, and they’ll remember it. You won’t be building up good will. Is there such a thing as building...

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Meet Amy Gardea Title: Senior Director of Customer Service Hometown: Placentia, Calif.Best Live Show She’s Ever Seen: “So many to choose from, this is really hard. I’ve been going to live shows since I was a child. It was a staple of my upbringing. Off the top of my head though, Hamilton. I honestly thought there was no way it could live up to the hype, but I was in absolute awe from the first note to the final curtain.”SO: Why...

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I think we can all agree that 2017 has been an interesting and eventful year. A lot has happened, and before we dive into 2018 (it feels odd to type that!), we wanted to take a look back at some of our favorite posts of the year. All this week we’ll be sharing stories on the most important topics for any live entertainment marketer. And today we’re highlighting: Customer Service.You can click on any title below to read the...

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We write a lot on this site about how good customer service is important for business. Jim wrote in The Easy Math of Good Service:"Good service is the best marketing money you’ll ever spend."Well, here's an infographic (below) highlighting 20 compelling reasons to double-down on customer loyalty.With facts like "Current customers spend 31% more than new customers," and "Just a 5% increase in customer retention can lead to an increase in profits of 25-90%," it's easy to see why...

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To be fair, I'm sure you already knew to treat your audience members like humans. That's a pretty obvious customer service "do."But there are plenty of other pieces of the puzzle that can get lost when we're busy trying to put on an amazing show. It's important to remember that your audience's experience doesn't start when the curtain goes up -- it starts the moment they buy a ticket, park their car, walk into your venue.Creating an excellent experience...

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Not all customer service saves lives. But good customer service can certainly boost business.Inc. shares an example of a customer service call that just may have saved actual lives: a Barrett .50 caliber M-107 machine gun malfunctioned on the battlefield in Afghanistan during a live firefight, and a Marine called customer service. Don Cook, a Marine Corps veteran, answered the phone. The problem was solved in 30 to 45 seconds, and the Marines rejoined the battle.Not all customer service...

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Imagine you’re heading to the airport. It’s going to be a long line to check-in, a long wait at the gate, and a long, crowded flight. Not only that, but at the end of that flight is a connection … and then another wait at the gate, another long crowded flight. And when you get there? You’ll stand around that metal carousel and wait for your little bag to come sliding down the chute, so you can head out...

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