The self-service venue: Five opportunities for cultural venues
Findings following research by Indigo into audience attitudes towards the use of self-service technology in cultural venues. Sponsored by Point One.
Resources tagged with customer service
Customer Service and Communications: Key Performance Indicators and Metrics
Customer service KPIs and metrics should be the bedrock of any effective audience strategy. This is because they provide insight into how well we’re meeting the needs and expectation of our users. This in-depth guide takes a deep dive on how both of these measurables can inform strategic decisions and improve loyalty and retention.
Journey mapping for arts organisations
Every experience that your audience has with your organisation will shape their opinion of you and your services. Wired Canvas takes us through the main touchpoints to consider with tips and templates.
How theatres can maximise revenue through secondary spend
Secondary spend is the idea of getting a bit more revenue from your existing customers when they’re with you, and it’s pretty big business. Ben Park, Head of Business Development at Spektrix explains.
Customer Service in the Arts – A Manual by Roisin Bell for Arts Audiences
Arts Audiences works within Ireland to build knowledge and expertise within the arts about audiences through a range of initiatives and training courses. Arts Audiences is funded by The Arts Council/ An Chomairle Ealaoin and is a partnership initiative of The Arts Council and Temple Bar Cultural Trust. This manual takes the reader through the … Read more
A guide for use and understanding of appropriate language
Graeae is the UK’s foremost disabled-led theatre company. Its audiences include Deaf, disabled and non-disabled people. This guide provides some basic guidelines for use of language and being confident with using language around disability. Appropriate use of language helps demonstrate that an organisation is committed to providing a welcoming environment and is the first step to ensuring … Read more
Customer service as competitive advantage
US-based arts marketing blogger (and Managing Director of Milwaukee Repertory Theater) Chad Bauman goes back to basics to remind us of the importance of good customer service, offering some simple yet ‘outside the box’ ideas on how to go one step further to ensure your customers have the best experience they possibly can; and proving … Read more
Customer-centred strategies
In this short article Jim Rosenberg, National Arts Strategies (USA), promotes customer-centred strategies as the way forward for arts organisations. He argues that an ‘ingrained’ fear of ‘pandering’ to customers could be holding arts organisations back and stresses that what audiences today seek is not necessarily very far from what many arts organisations strive to … Read more
What do the public want from libraries?
This research aimed to give an up-to-date picture of public views on libraries, in order to help leaders and practitioners make decisions about the future development of the service. The findings come from focus groups with a cross-section of user and non-user groups and a quantitative survey with a representative sample of 1,102 adults as well as a literature review … Read more
Developing an service excellence programme
In 2009 Green Light Research won the UK qualitative research industry’s prestigious Prosper Riley-Smith Qualitative Effectiveness award. This case study provides an overview of their winning project. Centre Parcs were looking for in-depth research to ‘inform and direct the development of a Service Excellence Programme.’ Green Light worked with staff at all levels to define … Read more