Call Me Maybe
3/22/18
Really, please call us! At Audience Rewards, our customer service team is highly skilled at taking care of Broadway’s best customers. We field questions about all aspects of the theater experience, whether directly related to our points program or not. Members have asked us everything from “When will I get my points?” to “What should I wear to this event?” (Seriously.)
While customer service is important to us philosophically, we also looked at the impact of one-on-one conversations on Broadway’s bottom line, particularly in today’s digital age. Is it worth the time, money and effort to answer customers’ questions by phone?
According to a global study from Verint Systems, consumers who experience positive service via human interaction are more likely to behave positively toward a brand. They’re 38% more likely to make a repeat purchase and 19% more likely to leave a positive review.
We surveyed Audience Rewards members on this topic as well. The good news is, 99% of members who called our hotline (which is managed by our friends at Broadway Inbound) said they were happy with the service provided. And the even better news: those members who call us and have a positive experience buy more Broadway tickets.
In looking at our data, we find that the customers who reported having a positive experience with our call center purchase 33% more tickets per year than other members, on a per-member basis.
Our call? Taking care of ticket buyers isn’t just good service, it’s good business.
Learn more about Audience Rewards at www.AudienceRewards.com.
While customer service is important to us philosophically, we also looked at the impact of one-on-one conversations on Broadway’s bottom line, particularly in today’s digital age. Is it worth the time, money and effort to answer customers’ questions by phone?
According to a global study from Verint Systems, consumers who experience positive service via human interaction are more likely to behave positively toward a brand. They’re 38% more likely to make a repeat purchase and 19% more likely to leave a positive review.
We surveyed Audience Rewards members on this topic as well. The good news is, 99% of members who called our hotline (which is managed by our friends at Broadway Inbound) said they were happy with the service provided. And the even better news: those members who call us and have a positive experience buy more Broadway tickets.
In looking at our data, we find that the customers who reported having a positive experience with our call center purchase 33% more tickets per year than other members, on a per-member basis.
Our call? Taking care of ticket buyers isn’t just good service, it’s good business.
Learn more about Audience Rewards at www.AudienceRewards.com.
Originally published in Broadway Briefing.