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Customer Service

Are You Afraid of Your Audience?

Getting feedback in almost any aspect of life is hard -- what if people hate what you're putting out there? Or what if you don't want to make the changes that people suggest? But, of course, ignoring feedback is rarely a strategy for success.As Jim has pointed out in his post Being Curious About Your Audience Is a Good Marketing Tool: "When it comes to marketing anything (and certainly live arts and entertainment), it’s dangerous to keep holding on to...

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Customer Service

Is Your Website Treating Your Customers Poorly?

We've talked a lot about your web presence lately, from social media to SEO tactics to help more people find your website. But as James Parsons over at Entrepreneur.com points out, creating a quality user experience is also an important SEO strategy -- and a great way to keep customers engaged on your site and eager to buy tickets to your event.Jim has repeatedly emphasized the importance of good customer service, saying "Good service is the best marketing money...

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Customer Service

Most Common Questions From Your Customers About Buying Tickets

Jim frequently writes about the importance of customer service to arts organizations. In The Easy Math of Good Service, he explained in numbers why good service is the best marketing money you’ll ever spend. And he shared his views and responded to questions in a Twitter chat titled, Why Customer Service Is the Best Investment You Can Make, with Shoshana Fanizza of Audience Development Specialists.Do you often wonder what your customers' biggest questions and concerns are about the ticket-buying...

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Customer Service

A Customer’s Value Doesn’t Stop at the Checkout Screen

Once or twice over the years, I’ve mentioned the term Customer Lifetime Value.I thought I’d dwell on it for a moment because some might not be clear what it means in marketing terms and why it’s important.What it means, perhaps obviously, is the total economic value of a customer to an organization for as long as that person is a customer. It’s not just the transaction at hand, but all future transactions, if any, and all other ways that...

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Customer Service

Goldstar User Review: “Statue of Liberty Phenomenon”

Ever heard of the "Statue of Liberty phenomenon?" It's named after New Yorkers who have never visited the famous landmark -- because she'll always be there. Sometimes it takes a fun event to get a local out of their house and through the doors (or gates) of a place located right in their own backyard. This Brooklyn-based Goldstar member finally made it to New York Botanical Garden -- for its Holiday Train Show. And after a very fun day...

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Customer Service

Selling Out Editors’ Picks for 2014: Customers

Can you believe 2014 is almost over? The year has certainly flown by for us. To reflect back on it, we’ve pulled together some of our favorite posts on important topics for any live entertainment marketer. This week, we’re looking at the best ways to treat and relate to your customers, which is essential to the success of any live event. See what Jim had to say about customers in 2014 (click on any title to read more on the...

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Customer Service

Goldstar User Review: “Makes You Call Those You Love to Tell Them”

In his post, "What Does a Ticket Really Get You?" Jim talked about how you benefit from going out more: "If you go see Warhorse or the NBA Finals, you’re making yourself into something slightly different. If you see something funny, you are funnier. If you see something smart, you’re smarter. If you see an amazing athletic contest, well, you’re not exactly more athletic, but you somehow feel you’ve taken on some of those qualities. A ticket to a great show or...

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Customer Service

Easy (and Inexpensive) Ways to Reward Your Employees

Jim has often talked about how important it is to hire and train good people. In turn, they'll give your customers a better experience, which translates to better reviews and repeat business.Another factor of maintaining a fantastic workforce is rewarding those employees who do a standup job. Of course a raise is always nice, but it's often just not in the budget. But recently, INC.com shared 101 ways to reward your employees. Many of them cost $$$, but we've...

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Customer Service

Are You Making it Easy for Your Customers to Complain?

In Jim's Twitter conversation last week, he said the following: "The math is this: Service done well retains people and strengthens loyalty like nothing else on a dollar for dollar basis." Anyone who's experience great (or awful) customer service would certainly agree. Recently, Seth Godin also shared thoughts on this topic, specifically how important it is to get feedback from your loyal customers: "If you know what's broken, you can fix it for all the customers that follow. It seems obvious, but...

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Customer Service

Highlights from Jim’s Twitter Chat: Why Customer Service Is the Best Investment You Can Make

On Thursday, September 25, Jim chatted with Shoshana Fanizza of Audience Development Specialists. The pair answered tons of questions and shared plenty of advice on how to use excellent customer service to grow your fan base and increase revenue. You can see the full conversation by searching #auddev on Twitter or check out the highlights below:For more on-going advice, follow Jim on Twitter @goldstarjim.

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