Discover how Regent Ipswich and Corn Exchange Theatres, two leading entertainment venues in the region, faced dramatic change and leveraged the power of technology and people to create operational efficiencies across multiple venues. In our latest blog, we take a quick recap on the success story of Regent Ipswich and Corn Exchange in overcoming severe challenges and optimising their processes with Ticketsolve.
Regent Ipswich & Corn Exchange
Boasting a 1500-seat theatre and the 700-seat Corn Exchange, Regent Ipswich is one of the leading entertainment
venues in the region. The council-run theatres host a broad range of arts and cultural events, in two venues, including film screenings, ballet, musicals, concerts, comedy, West End touring productions, etc., reaching a diverse demographic.
The COVID-19 pandemic had a profound impact on various industries, including arts, culture, and heritage. Among the organizations grappling with the challenges posed by the pandemic were Regent Ipswich and Corn Exchange Theatres. Faced with budget constraints, staff redundancies, and economic instability, these theatres had to completely rethink their operations. However, by leveraging their core values and embracing change and technology, they were able to navigate the uncertainties and emerge stronger than ever.
Navigating Challenges with Core Values
Regent Ipswich and Corn Exchange Theatres understood the importance of grounding their decision-making in their core values. They recognized that maintaining an engaging and valuable experience for customers was paramount. To achieve this, they asked critical questions and formulated strategies to ensure inclusivity, manage customer expectations, and energize their staff. By doing so, they demonstrated their commitment to their audience, employees, and the overall success of their theatres.
Embracing Change and Harnessing Technology
One of the key factors that contributed to the success of Regent Ipswich and Corn Exchange Theatres was their willingness to embrace change. Instead of being overwhelmed by the closure of their box office and reduced face-to-face services, they saw it as an opportunity to reimagine their operations. By leveraging technology, they created operational efficiencies that optimized their resources and improved customer experiences.
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Adapting to a closed box office and minimal face-to-face services:
Despite the closure of their box office, Regent Ipswich and Corn Exchange Theatres found innovative ways to ensure that customers still enjoyed a valuable experience. They implemented online ticketing systems, virtual performances, and live streaming options to bring their shows directly to audiences' homes. This adaptation allowed them to reach a wider audience, transcending geographical limitations and ensuring continuity during uncertain times.
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Ensuring inclusivity and accessibility:
The venues remained committed to inclusivity and accessibility even with limited face-to-face engagement. They provided closed captioning, audio descriptions, and other accessibility features for virtual performances. By considering the diverse needs of their audience, they ensured that everyone could enjoy their productions regardless of their physical location or abilities.
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Managing customer expectations and satisfaction:
Regent Ipswich and Corn Exchange Theatres understood that managing customer expectations was crucial for maintaining satisfaction. They implemented innovative solutions, such as clear communication about show cancellations or rescheduling, flexible ticketing options, and personalized customer support. By proactively addressing potential concerns and providing excellent customer service, they built trust and loyalty among their audience.
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Collecting feedback without burdening customers:
Feedback is essential for improvement, but Regent Ipswich and Corn Exchange Theatres recognized the importance of collecting feedback in a way that is not burdensome for customers. They leveraged technology to implement streamlined feedback mechanisms, such as online surveys and social media engagement. By making it convenient and effortless for customers to provide feedback, the theatres gained valuable insights for enhancing their services.
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Energizing and supporting staff:
Recognizing the challenges faced by their staff, Regent Ipswich and Corn Exchange Theatres took measures to energize and support their employees. They fostered a positive work environment, encouraged open communication, and provided training and resources to enhance skills and adaptability. By prioritizing the well-being of their staff, the theatres ensured a motivated and dedicated team ready to tackle challenges head-on.
