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Technology

Think Outside the Industry: Shake Shack and Warby Parker Use Tech to Connect

Generally, technology has a reputation for not creating connections. We think of friends sitting at a table, all looking at their phones, people texting instead of talking or robots helping customers instead of employees. But this idea of technology creating disconnect isn’t always true. In fact, Shake Shack founder Danny Meyer and Warby Parker co-founder Neil Blumenthal recently shared ways they’re using technology to form stronger connections with their customers. You can read the full interview on Inc. and check …

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Customer Service

#TBT: Good Service Is (Nearly) Free

Happy #TBT. To celebrate, we’re sharing an oldie-but-goodie post from Jim: Good Service Is (Nearly) Free Good service is, essentially, free, but you have to have the will to provide it. Here’s a thing I did way, way back a number of years ago that illustrates that. I worked for a company called Noah’s Bagels here in California. It was (and is) a high-end bagel place mostly located in nice neighborhoods around the state’s big cities (and in WA and OR, too). …

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#TBT

#TBT: (What’s So Funny ’bout) Speaking Like a Human Being

Happy #TBT. To celebrate, we’re sharing an oldie-but-goodie post from Jim: (What’s So Funny ’bout) Speaking Like a Human Being A colleague of mine got an email from a well-known e-commerce site the other day that said this. (I took out anything I thought could identify the company or product.) Dear [xxxxx], We at [xxxx] work tirelessly to bring our members luxury products and experiences that exceed their expectations, all at exclusive prices. We also strive to provide the best support possible, …

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Social Media

Bad Review? Here’s How to Stay Positive

If you’re in charge of social media or managing critics’ reviews, you’re going to deal with some bad news and unhappy customers from time to time. It’s part of the job, but it doesn’t have to be terrible. SEMRush offers a few tips to handle bad comments, bad reviews and the dreaded trolls. You can read the full rundown here and our favorites below: “Social Media Positivity Tip #2: Starve the trolls, feed the rest. “Don’t feed the trolls,” Collaboration Superpowers founder …

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Customer Service

How to Find Your Most Loyal Fans

Loyal fans are an amazing thing to have, so of course it makes sense to try and identify them and give them the best experience possible. So how do you find your most loyal fans? Small Business Trends offers 9 signs of a loyal customer. You can read all 9 here and see our picks below: ‘1. They Don’t Consider Cost an Issue “When your customers do business with you because of the service your provide and/or the results you …

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News

Catch Jim at Arts Reach Moderating Panel About Customer Service

Mark your calendars, because you should attend the Arts Reach National Arts Marketing, Development & Ticketing Conference at the Millennium Biltmore Hotel in Los Angeles October 18-19. Goldstar CEO Jim McCarthy will be moderating a panel titled, Excellent Customer Service: Great in Theory, But Impractical in Reality? Here’s a brief description of the panel: This is not a panel, but a brawl. The audience will hear two sides of an age-old argument in the live entertainment and arts world and …

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#TBT

#TBT: Write the CEO an Email, Get a Lawyer Letter

Happy #TBT. To celebrate, we’re sharing an oldie-but-goodie post from Jim: Write the CEO an Email, Get a Lawyer Letter. Wow. Here’s a tidbit from an incredible story: “ … Giorgio Galante found out today [that] sending AT&T’s CEO two emails in two weeks results in a phone call from AT&T’s Executive Response Team and a warning that further emails will result in a cease and desist letter.” Now, to be fair, we don’t know what was in Galante’s emails. They could …

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News

The Top Factors That Determine If Your Venue Will Succeed or Fail

Celebrity chef Robert Irvine knows a thing or two about successful — and unsuccessful — restaurants. He’s “spent the past five years attempting to save 140 failing restaurants across America for the Food Network show Restaurant: Impossible,” reports Business Insider. In this post, he shares his top factors that result in a restaurant thriving or flopping. You can read them all here, and check out a few below that we think could apply to venues as well: “Customer service Terrible food …

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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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