Delivering an exceptional patron experience

Delivering An Exceptional Patron Experience

Presented by Olivia Levering Audience Services Manager

Bravo! Encore!

Olivia Levering

Arts organizations & digital technologies

Say tech makes art participatory  

83% Say tech helps diversify audiences  

65% Use social to gather intelligence about patrons  

82% Use to engage with patrons before, during & after events  

92%

SOURCE: Pew Research “Arts Organizations and Digital Technologies” report

In the face of change, adapt. Evolve your strategy for patron engagement.  

Challenges §  Diversifying our audience §  Determining the right

communication channels to invest in

§  Striking a balance between

new & traditional engagement

Strategy

§  Online

§  Mobile

§  Community

§  Social media

§  Staff & events

Website as first impression

Make it easy.

§  To Find

§  To View

§  To Navigate

§  To Buy

§  To Share

Mobile experience matters

Community involvement

§  Embrace diversity §  Youth outreach §  Partnerships

§  Support arts organizations

§  Bring people together to participate

Embrace diversity

Outreach to youth

Partnerships, community involvement, arts advocacy

Social media

§  Be authentic. Add value. Don’t sell 24/7.

§  Listen. Know your audience.

§  Show, don’t tell.

§  Reward followers.

§  Make buying convenient.

Be authentic and relevant

Listen, survey and reward

Gather intelligence Survey & crowdsource Giveaways & exclusive content

Show, don’t tell

Make buying convenient

Make buying convenient

Email

Capture emails Mobile viewing is a must Respect opt-in subscribers Measure and adjust Leverage partnerships

Staff + Events Keep the event running smoothly. Patrons should be focused on the exceptional experience, the art itself, not waiting in line.

It’s about the experience

Every touch point counts

Social  Media   Staff  

Adver0sing  Ticket  

Purchase  

Event  

Community  Involvement  

Website  

Venue  

Email  Marke0ng  

Mobile  

Post  Event    

THE  TOTAL  EXPERIENCE  

Come say hello www.bostonconservatory.edu/perform

Thank You

Olivia Levering Audience Services Manager olevering@bostonconservatory.edu www.bostonconservatory.edu