Eric Valley: Ticket Sales Director, Cirque du SoleilMichelle Harris: Director of Client Relations, Ticket PhiladelphiaCarrie J Farina: Director of Patron Service, Ticket Philadelphia

OVERVIEW: GUEST SATISFACTION

Definition

Destination

Achieve

Metrics

What? Measure of products and services supplied by a company that meet

or surpass expectations

How does it translate? Engagement by the customer in a variety of formats and interactions

Why is this necessary? Long term customer loyalty and cultivation

DEFINITION: GUEST SATISFACTION

DESTINATION: GUEST SATISFACTION

How can we achieve guest satisfaction?

ACHIEVE: GUEST SATISFACTION

Relationship between producer and service provider

ACHIEVE: GUEST SATISFACTION

Relationship: Advantages

Industry Collaboration

Shared Cost in Investments

Focus on Core Business

ACHIEVE: GUEST SATISFACTION

Relationship: Perceived Obstacles

Lack of Control

Removed Connection to Customer or Product

ACHIEVE: GUEST SATISFACTION

Relationships: Building

Invest in the partnership Create synergy Develop trustCommit resourcesCommunicate

Set Expectations and GoalsMutually agreed upon KPIs Develop Best Practices

Best Practices

BEST PRACTICES

Customer Focused IVR Customization Geo targeted messaging and queue

managementProactive Customer OutreachMultiple touch points: Concert Reminders,

Thank You Emails, In Venue messaging (pop-up)

Flex-it ProgramEmpowered frontline to solve in moment

100% satisfaction

BEST PRACTICES

Solid InfrastructureHigh level productProduct education programsTraining programs Incentive programs Defining policies Targeted upsell strategies

BEST PRACTICES

Internal Communication

Unique Experiences

UNIQUE EXPERIENCES

LiveNote Nights is funded in part by the generous support of the RaynierInstitute & Foundation. The LiveNote app is funded by the John S. and James L. Knight Foundation with additional support from the National Endowment for the Arts.

UNIQUE EXPERIENCES

TOOLS & TECHNOLOGY

METRICS

Customer Loyalty Programs

Patron Complaints and Surveys

Sales Trends

METRICS

Quality Assurance Program

Unique Program

Dedicated Staff

Specific Scoring Standards

METRICS

Secret Shopper Program

All frontline employees

Supplement for quality assurance standards

Unstructured customer interactions

TAKE AWAYS

Relationships are key to any success, both with partners and with customer

Set clear expectations from both producer and service provider

Be open to adjustments to processes and procedures based upon customer feedback

Take chances on new technology and experiences

Questions?