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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Happy #TBT. To celebrate, we’re sharing an oldie-but-goodie post from Jim: Good Service Is (Nearly) FreeGood service is, essentially, free, but you have to have the will to provide it.Here’s a thing I did way, way back a number of years ago that illustrates that.I worked for a company called Noah’s Bagels here in California. It was (and is) a high-end bagel place mostly located in nice neighborhoods around the state’s big cities (and in WA and OR, too).We had a...

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Loyal fans are an amazing thing to have, so of course it makes sense to try and identify them and give them the best experience possible.So how do you find your most loyal fans? Small Business Trends offers 9 signs of a loyal customer. You can read all 9 here and see our picks below:'1. They Don’t Consider Cost an Issue “When your customers do business with you because of the service your provide and/or the results you deliver and...

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Rent the Runway (a fashion company that allows customers to rent high-end formal wear for special occasions) has a tricky challenge when it comes to making customers happy.As Glossy.co writer Hilary Milnes reports on the company:  “When our customer is coming to us, she’s coming to us for a special occasion — there are higher stakes,” said [Rent the Runway’s svp of merchandising and planning Sarah] Tam. “We want to make sure that we deliver, so we’re always figuring...

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Often, reviews can make or break a show. But it's not just reviews from critics, but also your patrons that can affect ticket sales. So how do you get powerful, impactful reviews and testimonials from your fans?Copyblogger.com has outlined six questions that go beyond the usual "did you like this?" inquiry and dig deeper to help show off your event. The questions are geared toward products, but we think they could easily apply to live entertainment as well: What...

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When someone comes to your show, they likely have one of three responses. They either:Love it. Hate it. Think it was just OK.How do you respond to each option? Are you thanking the people that love your show for coming and encouraging them to spread the word? Are you asking the people who didn't love the show why they felt that way and using that constructive feedback?If you're like many businesses, then you may not be doing any...

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