Archive for February, 2012
“It’s really ####ing shady!“ Viagogo employee in The Great Ticket Scandal.
“at viagogo you’ll work with fun people who are committed to helping fans gain access to tickets to the best live events in the world!“
One of the required Skills and Attributes is “A sense of humour”
The Great Ticket Scandal in summary:
Viagogo takes the most flack (not surprisingly they attempted to block the broadcast with an injunction), but Seatwave and others named are not without blame. Promoters LiveNation and SJM are also incriminated for duping fans with a 90/10 split (in their favour) on the markup on tickets withheld from the primary marketplace and allocated to resellers like Viagogo.
1. SECONDARY MARKET COMPETITION WITH PRIMARY MARKET
“Viagogo staff compete directly with real fans to buy tickets from primary ticket sellers, like Ticketmaster, for in demand events as soon as they go on sale. To get around systems put in place to prevent bulk buying of tickets, Viagogo staff use multiple credit cards registered to different addresses.“
2. PRIMARY MARKET SHORTCHANGED
“major promoters allocate hundreds or even thousands of tickets to be sold through their (Viagogo) website at well above the face value. Tickets for recent gigs and tours by Coldplay, Rihanna, Westlife, Take That, and V Festival have been allocated by the promoters in this way.“
The Dispatches episode on the Channel 4 website:
The Great Ticket Scandal (not available online outside the UK)
Outside the UK watch the exposé on YouTube (in 4 parts):
The Great Ticket Scandal (outside the UK)
Various recent articles:
Roger spotted this research conducted by Turnkey Intelligence.
For the second time, Turnkey has surveyed 141 sports teams in the: US MLB, MLS, the NBA, the NFL, and the NHL. The findings are summarised in the report The State of Data Systems in Sports & Entertainment.
The study focused on four areas:
- CRM/database management
- Market research
A major issue here and a common refrain in marketing, is the lack of integration between ticketing and CRM, let alone real-time integration.
“The ability to integrate CRM with other systems (ticketing, etc.) is a critical driver of CRM manager satisfaction (or, in many cases, dissatisfaction).“
“Users of both systems identified “uptime”, customization capabilities, and access to an open API as the platform features most important to them/their organizations …Ticketmaster users expressed dissatisfaction with their system’s lack of integration and customization capabilities“
So am I correct that there are no published API’s for Ticketmaster to facilitate integration?
“a consistent theme among respondents was the importance of system integration. Today’s users expect all systems – CRM, ticketing, lead-scoring, merchandise databases, web forms, etc. – to integrate with each other easily and seamlessly, and to enable the clean, simple exportation of data.“
The use of the term ‘exportation’ worries me. Surely these days we are after real two way integration and beyond the ferrying of batches of data between stand-alone systems?
It was interesting to see how well Microsoft CRM rated:
“Microsoft scored relatively well on CRM users’ biggest satisfaction drivers (ease of use, reporting capabilities, and integration with other systems), whereas Archtics performed markedly worse, especially with regard to integration potential.“
Over 70% of respondents use Ticketmaster and Archtics is a Ticketmaster product that they say is an “integrated solution” , yet it appears that users have another opinion. OW!
The article concludes reinforcing the importance of integration:
“Overall system integration, seen as having a direct relationship with increased efficiency and better business, is becoming more important every day. The systems that can continue to adapt to this reality quickly and cost-effectively will gain market share, while more rigid, stand-alone platforms will suffer.“