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Customer Service

Think Outside the Industry: Rent the Runway’s Inventive Customer Service

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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Customer Service

6 Questions You Should Be Asking Your Fans

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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Customer Service

The Biggest Mistake You’re Making With Your Patrons

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 …

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Customer Service

Major Customer Service Mistakes for Arts Marketers to Avoid

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 …

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Customer Service

What Your Fans Wish You Knew About Customer Service

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 …

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Customer Service

Why You Need to Rethink Your Customer Service

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. …

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Customer Service

Want to Earn Your Fans’ Loyalty? Do This

Fun (or maybe not-so-fun, depending on your perspective) fact: It costs five times more to acquire a customer than to retain a customer (according to the authors of Loyalty Myths). So in the interest of keeping your fans happy and earning their loyalty, check out these tips from Kissmetrics. They pointed out four ways to earn your customers’ loyalty. You can read all four here and see the two that pertain most to live entertainment below: “1. Desire to Belong …

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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 …

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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 …

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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 …

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