Making Every First Impression Count

A recent McKinsey study found that 71% of consumers expect companies to deliver personalised experiences , and 76% feel frustrated when they don’t.

Earlier this year, we explored how personalised marketing can help you nurture and deepen audience relationships: tailoring communications to meet people where they are, build loyalty, drive conversions, and uncover valuable audience insights.

But if that all sounds a bit overwhelming, why not start small? Begin your personalisation journey with the all-important first impression.

Whether it’s a first-time theatre-goer, a family’s first museum trip, or a new visitor discovering your festival, those opening moments shape how they’ll remember (and of course and return to) your venue. Here’s how you can make them count with Ticketsolve.

Why Personalisation Starts Before They Step Through the Door

Great experiences don’t begin at the box office, they start the moment a customer books.

With automation, you can make sure every new booker receives a warm, informative welcome email that feels like it was written just for them. From directions and accessibility details to a friendly “We can’t wait to welcome you,” that first message helps set expectations, ease anxieties, and build excitement.

And because this process can happen automatically through Ticketsolve’s First-Time Customer Automation, your team can deliver thoughtful, consistent communication without lifting a finger.

The Power of a Personal Touch 

Simple, smart tools make a huge difference to customers’ experiences at your venue, With Ticketsolve’s Check-In App, your team can instantly see useful details, including tags like “firsttimecustomer🥇”, allowing them to recognise first-timers at a glance.

A warm welcome, a quick tip about where to grab a drink, or a helpful reminder about accessibility facilities can transform a routine check-in and create the kind of personalised experience that people remember.

Turning a First Visit Into a Lasting Relationship

Personalised marketing isn’t just about the start of the journey, it’s it’s about what happens next.

Ticketsolve’s reporting tools make it easy to identify and understand your first-time visitors: who they are, what they booked, and how they found you. From there, you can send follow-ups that keep the conversation going,  whether it’s a thank-you note, a feedback survey, or a tailored offer for their next visit.

By using your existing data to build meaningful connections, you transform one-off interactions into lasting relationships.

Want to See How It All Works in Action?

We’ve put together a new guide  showing how automation, tagging, and insight come together to create seamless, personal first-time experiences that audiences love.