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Experience

A Story of Good Ticketing and Bad Ticketing

"Does anybody onboard own a Guess bag with a big number 6 on it? If you do, please ring your call button." A few minutes pass. "Ladies and gentlemen, if you are the owner of this Guess rollaboard bag with the number 6 on it, we really need you to push the call button over your seat." Nothing. I'm looking around, wondering all of a sudden if this has anything to do with the guy who was taken off our flight just...

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#MondayMotivation

#MondayMotivation: Be a Problem-Solver for Customers

Looking for a little #MondayMotivation? We’re pulling out past stories that are still just as relevant today. Here’s a pearl from Jim: Exactly What Was Wrong With the Comcast Customer Service Phone Call. You’ve probably heard this painful conversation between a customer trying to leave Comcast and a customer service rep struggling to keep him from doing that. It’s tough for me to listen to. I hear the customer’s frustration, and that’s bad enough, but if you listen to the rep, it’s even worse. My goal...

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Customer Service

Can You Get a Negative Review Changed?

Nobody likes a bad review, but when you're putting art into the world, selling a product -- or really, doing anything -- it's probably going to happen eventually. But what happens next? Do you need to suck it up and move on, or can you do something about it? Miriam Ellis at Moz looked into the issue and found a few options you may have when it comes to turning those negative reviews into something positive. You can read the full piece...

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Social Media

Best Tweets You Missed This Week

If you're not glued to your phones like we are, you may have missed some of these funny and insightful tweets in the live entertainment marketing world. Not to worry, we've gathered them here so you're still in the loop: Do you agree? 2. Whoops ... 3. True for any business ... 4. Good advice for work and life ... 5. Great reminder from Laura ... 6. Are you taking care of your fans too? Read More: 2019 Social Media Trends Business & Marketing Leaders...

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Customer Service

How to Make 21st Century Customers Happy

Customer loyalty is harder to come by these days with so many brand choices via the internet. Chidike Samuelson writes for Entrepreneur: "Data by American Express has shown that nearly 60 percent of customers try a new brand or a company just to find better customer service. In fact, 89 percent of customers often swap to a company’s direct competitor after bad service." Customer service is more important than ever. Samuelson highlights four keys to satisfying today's customers. Photo Credit: "customer...

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Customer Service

A New Focus for Customer Service

Jim once wrote on this blog about the irrelevance of stores and how that affects live entertainment (Hint: It's a good thing). He stated: "Where we’re going is very simple: We need fewer and fewer stores for retail goods, but we’ll either replace those with empty spaces, with residences or offices, or with experience-driven businesses." Stores must continually reinvent themselves. One way retailers are upping their game is by using employee communication platforms to better assist customers. Photo Credit: Timothy Muza...

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Customer Service

Remember These Customer Service Tips

Customer service matters ... a lot. We've shared Pro Tips from our own team (see them below), and now we're sharing lessons from Jill Schiefelbein that she highlights for Entrepreneur after experiencing her own customer service failure. See one of her tips below: "Don't let your processes inconvenience your customer Photo Credit: rawpixel via Unsplash Look at your processes. How you take orders. How you answer calls. How you distribute products. Whatever your business model is, I encourage you to really examine...

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Customer Service

Selling Out Editors’ Picks 2018: Customer Service

As we wave goodbye to 2018, we wanted to take a look back at some of our favorite posts of the year. Today, we’re highlighting: Customer Service. You can click on any title below to read the full article: Put the Members and Their Experience First Amy Gardea, Goldstar's Senior Director of Customer Service, explains: "We put our members and their experience above all else, and we make that clear to them from our first interaction to our last. Although the ticket...

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Customer Service

Pro Tip No. 2: Customer Service With Amy Gardea

Meet Amy Gardea Title: Senior Director of Customer Service Hometown: Placentia, Calif. Best Live Show She’s Ever Seen: “So many to choose from, this is really hard. I’ve been going to live shows since I was a child. It was a staple of my upbringing. Off the top of my head though, Hamilton. I honestly thought there was no way it could live up to the hype, but I was in absolute awe from the first note to the final curtain.” SO: What's...

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Customer Service

You Can’t Improve What You Can’t Measure

Earlier this month, we shouted out Customer Service Appreciation Week, and recently both Senior Director of Customer Service Amy Gardea and Customer Service Specialist Shaunelle Curry shared their Pro Tips. That's because, as Jim has written, "Good service is the best marketing money you’ll ever spend." Now, venues like Philadelphia’s Wells Fargo Center and San Francisco 49ers' Levi’s Stadium have installed terminals made by HappyOrNot that are "equipped with buttons representing a smile, a half-smile, no smile and a frown, ranging in...

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