This document discusses strategies for moving toward greater patron intimacy. It suggests focusing on enhancing the customer experience at every stage, from the pre-event purchase process through the event itself and follow-up afterwards. This includes easy ticket purchasing, catering to VIPs, auto reminders, quick entry, personalized greetings at events, post-event follow-ups, surveys, and maintaining an ongoing dialogue to build loyalty. The goal is to use customer data to provide increasingly targeted and personalized experiences at each touchpoint in order to drive faster growth.

1. Moving Toward Patron Intimacy
Nancy Boas
Director of Product Marketing
Besty Holbrook
Training and Documentation Program Manager

2. Era of Information Overload
Every 2
daysMore info created than since dawn of time
5X daily
Americans taking in what
they did in 1986

4. Power of Customer Reviews

6. Social Media Reports

8. Extreme Customer Orientation

9. Customer Experiences Matter

10. Pre event patron experience

11. Easy Purchase

12. Cater to VIPs, Influencers
GA holds

13. Save the best seats

14. ExclusiveAccess

17. 1. Auto apply
2. Add code to URL
3. Encourage early purchasing

18. Add info
1. Event notes
2. Ticket types

19. Auto Reminders

20. The event experience

21. Checklist
1. Get people through the door quickly
2. Use manifests
3. Enable alerts
4. Extend personal greetings and
shoutouts/curtain speeches
5. Consider the experience

22. Manifests

24. The Thank You Economy, Gary Vaynerchuk

25. https://flic.kr/p/9PpNNb

26. Crowdsourced Ideas
https://flic.kr/p/aPEvAM https://flic.kr/p/9A14r1 https://flic.kr/p/6x7sSV

27. Thermal Ticket

28. Post event patron experience

29. To Do
1. Auto follow up
2. Segment for highly targeted messages
3. Patron groups/tags
4. Send next one with exclusive (pre-sale)
access, simple net promoter survey
5. Solicit feedback

30. Grouping/Tags

31. Loyalty leaders grow 2.6
times as fast as their
competitors

32. Source: Bain and Company

33. Keep Dialog Open

35. Thank you!
Nancy Boas & Betsy Holbrook