Archives

Customer Service

How a Bad Review Might Actually Sell More Tickets

Nobody wants a bad review, whether it's of a show, a venue or a member of your staff. But there can be a silver lining to a little complaining.MarketingProfs writer Adrienne Weissman reported, "68% of people trust a company's reviews more when they see bad ones mixed in with the good." Also, a recent study found that "18% of people became loyal repeat customers after they received a brand's response to their negative feedback."So how can you turn a...

Read More

Customer Service

Why Your Customer Service is Hurting Ticket Sales [Infographic]

There are a lot of factors that can potentially affect ticket sales -- your advertising and marketing efforts, the show's subject matter, even the date and time it's happening.But one area you may not have considered is customer service. However, it's definitely an area you should pay attention to. As Jim pointed out in his post, The Easy Math of Good Service, treating your fans with respect and giving them the occasional perk can go a long way toward repeat...

Read More

Customer Service

Creative (and Affordable) Ways to Reward Your Employees

As Jim has said, great customer service can be your best marketing strategy. And along those lines, happy employees generally mean a happier experience for your fans. So how do you keep your employees happy?Well, at Goldstar one way our staff is rewarded is with monthly complimentary tickets to events. It's a great way for employees to enjoy live entertainment and get excited about all the cool shows available on the site and the app.In addition to comp tickets,...

Read More

Customer Service

Disney Shows Why Your Organization Should Sweat the Small Stuff

It's true: Disney does actually create magical experiences -- so enchanting that the magical kingdom has a 70% return rate of first-time visitors, according to Help Scout's Gregory Ciotti.In this article, Ciotti highlights some interesting and unique takeaways from Disney Institute's book, Be Our Guest: Perfecting the Art of Customer Service. Since, as Jim has written, good service is the best marketing money you’ll ever spend, we thought we'd share a few of Disney's customer service ideas below, and...

Read More

Customer Service

Welcoming Back a Friendly Tradition to Boost Smiles and Sales

Four years ago, Wal-Mart decided to do away with "greeters" at its store entrances. But, according to this Entrepreneur article, "warm welcomes were not the only loss resulting from this decision. The retailer sacrificed a core tradition, as well as a substantial sum of money due to increased shoplifting."Lydia Belanger reports, "By the middle of this summer, Wal-Mart greeters will return to a majority of the chain’s 5,000-plus U.S. stores."The retailer’s late founder, Sam Walton, would be happy. He...

Read More

Customer Service

Jim Talks Customers and Strategy in Live Entertainment

Recently, Goldstar CEO Jim McCarthy sat down with BBC reporter Eric Barton to talk about responding to your customers and letting strategy and sales play off each other:“In business, people have this idea that strategy is as pure as the driven snow and can’t be changed. But you have to react to what’s in the marketplace,” Jim said. Jim stressed the idea that you've got to listen to your audience and react to what your customers want. A key takeaway: “If...

Read More

Customer Service

Create Surveys People Will Want to Take [Infographic]

Searching for feedback on your latest live event? A survey can be an insightful way to gather information from your fans -- if you do it correctly.To help, check out the below infographic from HubSpot:Got a comment or question? Join the conversation on Twitter or Facebook.

Read More

Customer Service

The Secret to a Thriving Business in 2016 Is …

... customer service. As Jim has written before: Good service is the best marketing money you’ll ever spend.In John Boitnott's Inc. article, he reports that while new client acquisition is a key component of a successful business, client retention is the foundation of a sustainable brand.Boitnott continues: "Research indicates that acquiring a new customer costs at least five times more than retaining a current customer. Also, returning customers spend, on average, 67 percent more than new customers."So what, he asks,...

Read More

Customer Service

How to Really Listen to Your Customers

How often do you collect audience feedback? And more important, how are you collecting that feedback?While Jim has talked before about embracing customer reviews and feedback (read more about that here), it can still be a challenge to implement a system of gathering that feedback in a constructive and consistent way.To help, check out these tips on Harvard Business Review from Ana Brant. Brant is the director of global guest experience and innovation for the Dorchester Collection of hotels....

Read More

Customer Service

Rethinking Loyalty Programs

Do you have a few loyalty cards taking up space in your wallet? Are you three punches short of a free sandwich or cup of frozen yogurt? This marketing tactic has been around for awhile, but Matt Hirst, former Brand Experience Leader at Google and former Director of Culture Marketing at Red Bull, says there's a better way to generate loyalty from your customers.Hirst was recently interviewed by PSFK.com about this topic. You can read the full interview here, and...

Read More


Sign Up for Emails

VIEW PAST ARTICLES