Evolution of a Patron - Elizabeth Santana
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Our patrons are our lifeline and inspiration. Without them we wouldn’t exist. How can we forge long lasting relationships and lay the groundwork for success today and in the future? Like a new friendship or romance, a meaningful relationship with your audience doesn’t blossom overnight. In this session, we’ll explore the evolution of patrons and fans and how this process applies to your organization or venue. We’ll discuss actions you can take to foster engagement, evangelism, fundraising and leadership. Regardless of whether you’re encountering a first time buyer, a season pass holder or a longtime supporter, you can learn how to earn and leverage their loyalty – no matter where they are in the process. Attendees will learn: How to build meaningful relationships with patrons Simple ways to turn loyal patrons into brand advocates How to track patron interactions and improve engagement
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2) Building patron loyalty is important as loyal patrons have higher lifetime value and renewal rates. TRG advocates treating patrons differently based on their loyalty level through a "loyalty pyramid" with advocates, buyers, and tryers.
3) Case studies show how organizations saw increases in retention rates, revenue, and numbers of loyal patrons by implementing loyalty strategies like membership programs, dynamic pricing, and focusing on reducing churn of first-time patrons.
Practical Strategies for Writing the Annual Appeal
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Newsletter Is Dead Melbourne
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THE PULSE OF THE CANADIAN STUDENT SHOPPER 2013 LOYALTY LANDSCAPE UPDATE
SPC Card and Conversion are proud to announce the release of the second annual “Pulse of the Canadian Student Shopper” study.
With 1 million+ cardholders aged 14-24 per year,
SPC Card - Canada’s leading student loyalty program, enjoys robust and privileged access to young Canadian shoppers.
The second annual survey was fielded in September, 2012 and has derived a robust sample size of 1440 young Canadian shoppers aged 14-24.
The study provides unprecedented access to, and of-the-moment perspective on, the volatile, influential and lucrative student consumer market in Canada. To match the evolving focus points of the industry writ large a major focus of this year’s study has been on the shifting expectations young Canadian shoppers have of loyalty programs.
Customer Experience Is The New Loyalty: Or is it the Other Way Around?
Check out this presentation from Phil Rubin, CEO and founder of rDialogue at New Orleans Entrepreneur Week 2016.
Software Advice IndustryView: Repeat Donations Survey Report
We surveyed 2,833 people to find out what nonprofits can do to motivate them to donate more than once. This report describes:
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2) How often donors want to be contacted by nonprofits
3) How many times it's okay for a nonprofit to ask for a second donation
How to Make Your Jewelry Shop POP! 7 Steps to Extraordinary Retail Success
Small is the next big story in retail—small as in independently owned businesses that often make America’s ‘Main Streets’ their home. This trend will reshape the retail landscape for the next decade, fueled by the desire of the highest- spending customers for new shopping experiences that they can’t find at the mall, in the national chains or in big box stores.
The most successful among these specialty retailers will be those who have shops that POP! Their secret: Success in retailing today is LESS about what you sell, and MORE about how your sell it.
It’s this understanding that shops that POP! use to create extraordinary shopping experience for the customers. Rather than just a store set up to sell stuff, it becomes a stage on which the shop owner tells their special story to and for the customer. It combines a unique vision with carefully curated products and services delivered in a personal and personalized way to people who are not just customers, but true friends. Main Street retailers must play to their number-one competitive advantage: their personal touch.
In this presentation, Danziger delves into the opportunities and challenges for jewelry stores to create extraordinary shopping experiences by drawing upon examples in Danziger’s new book, Shops that POP! 7 Steps to Extraordinary Retail Success. For jewelry store owners and jewelry marketers to help their businesses grow.
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Would you like season tickets with that? The Art of the Upgrade
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[Webinar] Grow Your Audience: Sell More Tickets Through Social Promotion
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[Webinar] Making Money Beyond Ticket Sales
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Managing a Volunteer & Temporary Workforce
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Your website is more important than you realize. Just because you don’t hear complaints doesn’t mean there isn’t a problem. In fact, the lack of a mobile-friendly website might be creating a negative user experience that’s damaging your brand and costing you business every single day, without you even knowing it.
Vendini’s Product Marketing Manager Kathryn Hunt explains how you can determine if your website is really working for you—or against you. Joining Kathryn is Brian Russo, Entertainment Director of The Villages in Sumter County, Florida. Brian will share his own experience of how tuning-up the Villages’s mobile web presence made a positive impact on his business.
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what’s really at stake when it comes to your web presence
what makes customers abandon purchases before checkout
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- 3. WHAT MAKES A GREAT CUSTOMER EXPERIENCE?
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- 11. 11 Donor “Married Life” Donors have higher expectations. Thank them quickly and often. Provide special access opportunities – Donor benefits with deeper engagement at higher levels of giving
- 12. 12 Advocate/Investor “The Golden Anniversary” Recognize and delight your most loyal patrons Ask them to join the family Cultivate legacy giving
- 13. 13*Study produced by the Greater Philadelphia Cultural Alliance and TRG Arts LOYALTY IS CRITICAL TO SUSTAINABILITY According to a 2014 Patron Loyalty Study,* Less than 3% of patrons generated over 62% of patron revenue.
- 14. 14 Are you providing the romance your attendees need to stay passionate about your organization?
- 15. 15 Primary Keys to Success Cross-Department Collaboration – Align goals – Staff meetings – Incentives Data! Data! Data! – One source of truth – Know who your patrons are – Measure loyalty
- 16. 16 Tools Groups Email marketing Tip Jar Donations Patron Manager
- 17. 17 Audience Experience = The Sum of all the Points of Contact What are your touch points?
- 19. 19 FINAL QUESTION What is one take away from today, that you can implement tomorrow?
- 20. 20 Loyalty Strategy Target Group Goal Touchpoint Measurement New single ticket buyers Get them back for a second date Send personalized email from the Artistic Director with offer code Check e-mail open rate; # of ticket buyers that use offer code
- 21. 21 Resources TRG Arts - The Results Group for the Arts (TRG Arts) is a consulting firm that teaches arts and cultural professionals a patron-based approach to sustainable revenue. Matt Lehrman - Audiences Everywhere Thefifthwall.com - Breaking the Fifth Wall: Rethinking Arts Marketing for the 21st Century Arts Reach - The Association Of Arts Management, Marketing & Development Professionals The Wallace Foundation - Building Audiences for the Arts
- 22. THANKS! ELIZABETH SANTANA DEVELOPMENT DIRECTOR, PALO ALTO PLAYERS ESANTANA@PAPLAYERS.ORG