Archive for January, 2011
Are the “new” ticketing models really new, let alone better?
The article GigsWiz Launches at Midem Providing Artists With New Revenue Stream reports that “the landscape of gig promotion is changing rapidly“. So why are the same old models being rolled out and trumpeted as new and innovative?
“By providing the artist a share of the ticket sales revenue, GigsWiz becomes a key factor in increasing ticket sales.” So let me know if I have this correct, the event owner is paying no booking fees and the ticket agent is sharing revenue with the artist. So it sounds like the artist is being paid a split of the additional outside fees charged to consumers to buy tickets.
GigsWiz does appear to assisting artists to go direct to consumers, but it is not cutting out the other middlemen. So you have to ask how efficient this new model is.
“Fans are increasingly linked to bands online and the traditional marketing methods used by promoters are increasingly inefficient at reaching fans.“
Surely the most efficient (and dare I say effective) model is for the artist or event owner to deal directly with the fan or consumer without the need for the interventions (and added margins) of others?
From that sort of foundation, real Customer Relationship Management is possible.
27 January, 2011 at 9:49 am Tim Roberts ARTS Australia 1 comment
Customer Service by Numbers and by Attrition
25 January, 2011 at 10:52 am Tim Roberts ARTS Australia Leave a comment
Why are marketers not measuring consumer engagement with various channels?
Some concerning findings discovered by CRM software vendor Alterian which undertook a survey 1,500 marketers, agencies, marketing service providers and systems internationally.
The vast majority of marketers state that they personalise at least one marketing channel (website or direct mail or email or social media etc.), but only 11% tailored user visits to websites.
While 43% segment audiences to deliver specific (targeted) email messages, only 13% deliver communications based on individual customer preferences monitored in real-time.
“These figures indicate that a mass-marketing strategy is still considered the norm by many. There is still much room to improve both web site and email engagement strategies through message customisation, particularly based on individual preferences and needs rather than a particular segment,” said David Eldridge Chief Executive of CRM software vendor Alterian.
The arts and entertainment also seem to be stuck depending upon mass-marketing strategy and ignoring the potential of CRM to deliver a better knowledge of various consumer behaviours and capitalise upon better targeted direct marketing, whether via the web, email, direct mail or social media.
How do we get arts and entertainment organisations past this shortsightedness?
24 January, 2011 at 1:12 pm Tim Roberts ARTS Australia 1 comment
The Risk of Getting Tickets for the London Olympics
An interesting contradiction reported in How to get an Olympic seat.
THE ADVICE: Apply for lots of tickets, but beware if you get them – you will have to pay for all of them.
“The official advice is that to maximise your chances of getting tickets, you will need to apply for lots of things. But be warned: if you get everything you apply for, you are committed to buying all those tickets“
Won’t that just encourage a secondary market for scalpers?
“It will be illegal to sell tickets for a profit, unless you are an authorised partner, … So if you put tickets up on, say, eBay, you will be committing an offence. However, London 2012 is developing an online exchange through which people can resell them.“
I hope the online exchange is up and running and road tested well in advance of tickets going on sale.
10 January, 2011 at 11:11 am Tim Roberts ARTS Australia Leave a comment
Will the next European Call Centre Awards be in Mumbai?
“We were put on this earth to make relationships,” “Why should call centres be any different?“
Call centres: can we learn to love them? offers an interesting case study from the award winning British Gas Call Centre. Operators (oops customer service agents) are taught to make judgments regarding callers based on the Myers-Briggs system and adapt their manner accordingly.
“Myers-Briggs dictates there are four personality types: the brisk “controller”, the sensitive “feeler”, the intelligent “thinker”, and the joke-telling “entertainer”. Customers reveal these traits … through their tone or their choice of words, and agents modify their conversation to fit.“
Segmentation of customers at initial service level, gee it makes sense.
Another item of interest is GetHuman that reveals which keys to press to bypass option menus for a majority of major product and service call centres. GetHuman was “started in 2005 by Paul English, now the CTO and Co-founder of Kayak.com Travel Search Engine. It began as a single web page on Paul’s personal web site, and was at first called “The IVR Cheatsheet”.“
6 January, 2011 at 2:24 pm Tim Roberts ARTS Australia Leave a comment
Credit Card Swiping by Smart Phone
square has launched the smallest credit card swipe I have seen. It inserts into the headphone jack of your phone and then you download the free app that process credit card payments right on your phone. Currently, all you do need a U.S. bank account, a social security number, and a street address. My guess is it won’t be long till we see this available in other countries.
While wireless mobile credit card processing machines are not new, this is certainly a simple and cheap alternative. I wonder what is next?
Read full article online How to Accept Credit Card Payments on Your Phone: Just Swipe It
5 January, 2011 at 6:38 pm Tim Roberts ARTS Australia Leave a comment
