Customer Experience is Everything
However, their experience for the whole of the customer journey can be a big differentiator. Take for example, Pantos. For many families, Pantos are a yearly tradition. For many families it isn't necessarily whether the Panto is about Cinderella or Snow White - it is the simple fact of attending a show that matters. Or what about festivals? There are so many festivals to choose from, how do customers decide which ones to attend given their "yearly festival budget" So how can you differentiate in these cases?
Customer Experience as Differentiator
Marketers are predicting that the real differentiator will come in the form of customer experiences. And that is not just at the given show - but that differentiation comes long before your customers set foot in your venue. So what are some experience differentiators? Let's start with marketing. How do you use social media and other marketing channels? How do you engage customers on them? What is your voice? Are you constantly trying to sell to them or are you giving them something they are interested in? These can all be differentiators. What about your site? Is it user centred? Can they get to information quickly and easily? What is the purchasing experience like? How many steps does it take to get to finish a sale? How secure does it feel to your customers (not how secure it is, but rather what they perceive it to be)? Stepping through each of these steps will give you a sense of how you can maybe look for points of differentiation or making things easier for your customers.
Mobile First Strategy
More and more mobile purchases are becoming the norm. Optimising for this ensures a good customer experience. In addition, consider the use of mobile apps to help the customer experience. This can run from the simple to the complex, but can provide a great experience for customers and a great way to connect. For festivals this is a no brainer: festival schedule, maps, safety info etc., can all be easily accessed on mobile apps.
Better Use of Technology for Customer Service
There is no denying that customers like talking to a human. But they also want answers fast. Newish technologies such as Intercom and the like make it easier (and faster) to address customer issues. These are absolutely no replacement for actual humans, but it is far better to offer your customers more options for customer service than less.
Balance Between Online and Offline
So a caveat. Technology can help you improve your customers' experiences for sure. But there is a balancing act here. On the one hand customers want convenience and a smooth buying experience, which technology can most certainly provide (when done right). On the other hand as we connect more digitally, we risk the personal, "humanness" that customers also want also. Offline experiences require attention as well. This balance is definitely achievable with the right partner. But it is worth looking at how to weave both sides together for a more perfect customer experience.
Categories
Recent posts
- Networking: Building Your Tribe for Personal and Professional Growth
- Discover the Secrets Behind the Success of the Book of Kells Experience
- Unlock Efficiency and Engagement with Ticketsolve’s Email Automation Features
- Boost Your Fundraising with Ticketsolve’s Upgraded Donation and Gift Aid Features
- RECHARGE 2024 RECAP: Innovation in Product Development
Archive
- November 2024 (2)
- October 2024 (4)
- September 2024 (7)
- August 2024 (5)
- July 2024 (3)
- June 2024 (3)
- May 2024 (4)
- April 2024 (3)
- March 2024 (4)
- February 2024 (5)
- January 2024 (3)
- December 2023 (3)
- November 2023 (4)
- October 2023 (4)
- September 2023 (5)
- August 2023 (3)
- July 2023 (4)
- June 2023 (4)
- May 2023 (5)
- April 2023 (4)
- March 2023 (4)
- February 2023 (5)
- January 2023 (4)
- December 2022 (4)
- November 2022 (3)
- October 2022 (4)
- September 2022 (5)
- August 2022 (2)
- July 2022 (4)
- June 2022 (5)
- May 2022 (4)
- April 2022 (5)
- March 2022 (3)
- February 2022 (4)
- January 2022 (4)
- December 2021 (2)
- November 2021 (3)
- October 2021 (5)
- September 2021 (4)
- August 2021 (4)
- July 2021 (3)
- June 2021 (4)
- May 2021 (2)
- April 2021 (4)
- March 2021 (5)
- February 2021 (4)
- January 2021 (5)
- December 2020 (4)
- November 2020 (4)
- October 2020 (5)
- September 2020 (5)
- August 2020 (4)
- July 2020 (7)
- June 2020 (5)
- May 2020 (5)
- April 2020 (5)
- March 2020 (8)
- February 2020 (4)
- January 2020 (5)
- December 2019 (3)
- November 2019 (5)
- October 2019 (4)
- September 2019 (4)
- August 2019 (5)
- July 2019 (4)
- June 2019 (4)
- May 2019 (5)
- April 2019 (4)
- March 2019 (4)
- February 2019 (3)
- January 2019 (5)
- December 2018 (4)
- November 2018 (8)
- October 2018 (2)
- September 2018 (3)
- August 2018 (5)
- July 2018 (4)
- June 2018 (4)
- May 2018 (1)
- April 2018 (1)
- March 2018 (3)
- February 2018 (2)
- December 2017 (2)
- November 2017 (3)
- October 2017 (4)
- September 2017 (2)
- August 2017 (1)
- July 2017 (5)
- June 2017 (3)
- May 2017 (2)
- April 2017 (3)
- March 2017 (2)
- February 2017 (3)
- January 2017 (3)
- December 2016 (4)
- November 2016 (1)
- September 2016 (1)
- July 2016 (3)
- June 2016 (1)
- May 2016 (2)
- April 2016 (2)
- February 2016 (1)
- January 2016 (3)
- December 2015 (2)
- September 2015 (1)
- August 2015 (2)
- July 2015 (1)
- June 2015 (2)
- May 2015 (2)
- April 2015 (5)
- March 2015 (2)
- February 2015 (2)
- January 2015 (4)
- December 2014 (3)
- November 2014 (3)
- October 2014 (2)
- September 2014 (3)
- August 2014 (3)
- July 2014 (3)
- June 2014 (7)
- May 2014 (6)
- April 2014 (3)
- March 2014 (2)
- February 2014 (1)
- January 2014 (3)
- December 2013 (1)
- August 2013 (1)
- June 2013 (1)
- April 2013 (1)
Sign up for regular updates