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...
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...
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...
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...
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...
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...
It's a topic we cover often on this blog: the importance of customer service. Happy patrons return, tell others and are generally one of your best marketing tools.So how do you keep 'em happy? Avoid these five customer service mistakes, "which are easy to fix yet have a big impact on the bottom line," reports Bob Phibbs for Entrepreneur. Read all five common mistakes at Entrepreneur, and check out two important ones below:"Don't treat regulars better than first-timers.Just as I was about...
It's no secret that happy fans return to more shows and tell their friends to buy tickets. And one way you can ensure more happy fans? Responding to the unhappy ones as quickly as possible. Convince & Convert recently outlined five important customer service statistics, things your fans wish you'd keep in mind when they reach out to you. You can read all five here and see the most important ones below: "1. One-third of all customer complaints are never answered,...
Since we've already established that food is entertainment, it only makes sense that theaters can pick up a few lessons from restaurants when it comes to dealing with customer feedback.For a quick guide on best practices when it comes to monitoring and responding to reviews and critics, check out this infographic from Convince and Convert. It's for restaurants but we think many of the same principals apply to live entertainment, too:Got a comment or question? Join the conversation on Twitter or Facebook.
It pops up often on this blog: Good customer service is key to growing your business. And as customer service increasingly takes place over social media channels, MarketingProfs points out that it's important to revamp the customer experience for social consumers.Mike Schneider reports: "To provide authentic, human service in a digital, mobile medium, with the efficiency of text — nothing beats social media. It's where your customers are being human, and it's where your brand can be human, too....
