Archive for December, 2010
Titles can reveal a lot about your constituency …
This is a gem to finish of 2010 from
Proper Discord: Trouble With Classical Music. The item Don’t forget Viscountess! potentially reveals how not to develop a website and be responsive to privacy, let alone PR. 
By the way there are about 130 different titles to choose from at last count!
30 December, 2010 at 11:21 am Tim Roberts ARTS Australia Leave a comment
Mobile Apps – How do you butter your bread on both sides?
Live Nation (owner of Ticketmaster) has just announced that it has launched an iPhone app for the Apple OS. Ticketmaster parent Live Nation drives ticket sales via mobile commerce platform
Live Nation has previouslyl become involved with Apple in providing concert listings for iTunes 10.
But back in 2009, Ticketmaster launched Ticketmaster for Blackberry (albeit described as “a glorified browser shortcut/plugin“) and has since stated that Blackberry is the “Official Smartphone of Ticketmaster“. Although the page on the Ticketmaster site does confuse the issue with the tag line “love seeing it live”
Is this an example of how a monopoly vertically integrated company just tries to ensure that it is all things to all people?
13 December, 2010 at 11:11 am Tim Roberts ARTS Australia Leave a comment
Subsidising every theatre seat gets rich and not poor bums on seats?
Anne Bonnar explains why subsidising every theatre ticket helps the better-off more than it helps those on low incomes in A False Economy in the latest issue of Arts Professional.
An interesting analogy used by Anne regarding free school milk, my wife blames free school milk for turning her off milk for life. Let’s hope the “well meaning” subsidy of theatre is not turning many off theatre for life.
“We have created a false economy which is understood by the largely educated, better off and subsidy-savvy theatre going cognoscenti but less so by the rest of us.“
6 December, 2010 at 3:47 pm Tim Roberts ARTS Australia Leave a comment
Mapping The Customer Journey
A Customer Journey Map illustrates the steps your customer/s go through in engaging with your company, whether it be a product, an online experience, retail experience, or a service, or any combination of these. Think of customer touchpoints and the diversity of ways your organisation reaches the potential audience at different stages of their decision process. That decision can also be ‘No I am not interested“.
Bitner describes six steps in the self-service technology adoption process:
- Awareness
- Investigation
- Evaluation
- Trial
- Repeated use
- Commitment
That sounds like a good framework to consider for online ticketing at the very least. But, actually, I think this is analogous to the loyalty ladder applied often to the arts i.e. a continuum of increasing engagement and commitment.
The Customer Journey Canvas is a clever map that defines a customer journey and in particular the role for CRM in that.
3 December, 2010 at 11:11 am Tim Roberts ARTS Australia 1 comment
