When we think about building bridges with our audience we often times get so caught up in the act of selling that first ticket that we miss out on the greater opportunity to engage with the patron on a deeper level. In my talk, I put forth the idea of creating a patron journey. A patron journey is a series of narrative touch points that connect the patron to organization resulting in increased engagement.
Category: Customer Experience
A Culture of Random Acts of Kindness
A few days ago I was at my local grocery store. Being able to work from home affords me the luxury of grocery shopping at off times. So I picked up the few items that I needed and headed for the self-checkout. I confess that I like scanning and bagging my own groceries. One of …
The Most Important Questions
A video has been embedded into this blog post. While I was at INTIX in Baltimore this year I was invited to give a couple of presentations on their Inspiration Stage, a mini-forum for exchanging ideas about topics in our industry. This first presentation was about The Most Important Questions Your Organization Should be Asking. …
Potential Audiences Say, “I want to be found, look for me.”
So many organizations complain that they can’t get new audiences. A panel of their own audience sat down recently to talk to them. Here is what they said.
Time – Customers are demanding a better use of it. How is your organization adapting?
Consumers are increasingly being pushed for time. They are pushing back against organizations that don't adapt to their demands. How can arts organizations adapt to these new time demands?