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Upcoming Dates

Upcoming Dates. Thursday, 10/31- in class work day and Halloween treats Tuesday, 11/5- Study Guide for Test #2 available Thursday, 11/12- Test #2. Your Attendees. How to Make Them Love You. Customer Relationship Management (CRM).

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Upcoming Dates

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  1. Upcoming Dates • Thursday, 10/31- in class work day and Halloween treats • Tuesday, 11/5- Study Guide for Test #2 available • Thursday, 11/12- Test #2

  2. Your Attendees How to Make Them Love You

  3. Customer Relationship Management (CRM) Strategy designed to reduce costs and increase profitability by solidifying customer satisfaction, loyalty and advocacy Manages interactions with customers, clients and sales prospects; ATTENDEES, in our case

  4. Three Key CRM Elements 1. People Internally, people need to buy in to the concept Externally, people are the focus 2. Process Create processes that best serve the people 3. Technology Easy to operate systems, easy to collect data

  5. Ways to Implement CRM for Events Registration Customer Service/onsite support and service Welcoming Your Guests (Arrival); Departure Follow Up d

  6. Registration First- and lasting- impression Procedure must be well organized, efficient and easy to use Instructions must point to the next step, and be clearly displayed Some form of acknowledgment of registration receipt is needed

  7. Registration: Information to Collect Name Mailing address Email address Additional demographic information Psychographic information, if desired Event specific details: food needs, t-shirt sizes Language and disability information

  8. Online Registration Organization can build a registration from scratch OR Use a prebuilt registration site

  9. Customer Service • Staff must understand their duties, responsibilities, rules and regulations • Staff need to understand- and often be reminded- their purpose for being there

  10. Keys to Customer Service • 1. Positive attitude • 2. Keep your promises • 3. Delight your customer; give them the maximum value • 4. Work as a team • 5. Training • 6. Don’t procrastinate; things are important to your customer immediately • 7. Listen

  11. Onsite Support and Service • Registration • Concierge • Ticketing staff • Ushers • General staff members

  12. Onsite Support and Service • “I have often advised my lecture audiences that when people leave town they get stupid…” –Julia Rutherford Silvers • Maps • Personal items on hand • Concierge services • Pre-event travel and wardrobe specifics • Onsite information sheets

  13. Onsite Support and Service: VIPs • Protocol: customs and rules of politeness and courtesy between individuals through which we recognize status and avoid giving offense

  14. Onsite Support and Service: VIPs • Protocol: • Anthems, ceremonies, flags and emblems, order of precedence • Etiquette: • Color usage, dining, dress codes, personal space, touching

  15. Arrival • Trickle vs. Dump • Trickle- people have varying arrival times • Dump- group arrives/departs at same time; generally for events with a start and end time You must staff accordingly!

  16. Arrival • 20 seconds per ticketed person at a cinema • 1000 guests • Equals 5.5 hours of customer support • Review the history of the event • Forecast arrival quantities and times

  17. Work with your team. Come up with a list of five things you can do- be it in your focus area or at the event in general- to implement customer relationship management techniques to make our audience feel special. Be specific!

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