This material is from a presentation to Service Design Toronto on how to use customer experience mapping to identify marketing opportunities. The presentation focuses on my work with the TSO as a case study. More details can be found at http://www.kickframe.com/blog/2016/6/13/presentation-service-design-toronto.
2. The Toronto Symphony Orchestra
1922 Founded in Toronto
88 Full-Time Musicians
130 Live Performances
255,000 Annual Attendance
50,000 Students Engaged
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4. Objectives
Brand Perception
Be perceived as the world’s most innovative orchestra
Ticket Sales
Drive new, younger patrons to TSO performances
Donation Revenue
Increase funding by growing donor base
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