Do You Know What Your Customers Really Want?

Do your customers case "what's on" at your venue? Photo credit: "Udderbelly Box Office," © 2014 Gary Knight, used under a Creative Commons Attribution license.

Do your customers care “what’s on” at your venue? Photo Credit: “Udderbelly Box Office,” © 2014 Gary Knight, used under a Creative Commons Attribution license.

Jim has talked about the importance of valuing your customers and fans, saying:

“If you have the honor and privilege of having fans, patrons or whatever name you use for the people who support your live entertainment organization with their money and their passion, you’ve simply got to understand what’s important about what you do is not you, but them. …

It’s very difficult to be arrogant and serve your supporters well at the same time. And the way to avoid this pitfall is to remember that this business isn’t about you or your organization. It’s about the people that make it matter in the first place.”

While it’s easy to understand how important your customers are, it’s not always as easy to know what they expect from you and how you can continue to delight them. To help, KISSmetrics blog shared a few simple ways to gather customer feedback about your organization. Click here for the full list of ideas, and check out a few of our favorites below:

1. Find your reviewers. 
How much time have you spent tracking down reviews of your events? Not just critics, but reviews on Yelp, Goldstar, Twitter, Facebook, blogs and more? A bit of Googling can turn up reviews you didn’t know existed and offer valuable insight into what people do and don’t like about your shows.

2. Find your competition. 
For more helpful information, see what people are saying about the other live entertainment in your area; it might spark some ideas. Is another theater hosting a popular “wine and a show” night? Maybe you could try your own spin on that. Are people finding out about your competitors’ events on a site or publication that you’re not utilizing? Might be time to tweak your marketing plan.

3. Ask your fans. 
There’s nothing wrong with going straight to the source and asking your customers what they want to see more of. You could do a short survey (maybe with an incentive for taking it, like a discount on concessions), post questions on your social media or even train your staff to casually gather feedback in the moment.

Do you have your own ways of gathering feedback? Or want to give us some feedback on how we can make Selling Out even better? Tell us about it on Facebook or Twitter. (See what we did there?)

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