Sorry that this is becoming a bit of a Live Nation-centric blog these days, they just have a lot of interesting stuff going on.
True to his word, Michael Rapino is taking customer satisfaction extremely seriously. Last summer, the company retained LRA Worldwide, a consulting firm specializing in "Customer Experience Management" (also known as CEM for eery sci-fi mindcontrol sounding effect), to collect information about the guest experience and how/where it could be improved. After analysing the information gathered by the "mystery shoppers" the company's consultants worked with Live Nation execs to create a "universal guest service culture to apply enterprise-wide".
“We had always been wary of creating universal ‘standards’ to apply to all of our venues, for fear of creating a ‘cookie-cutter’ feel,” explained Tracy Tucker, a venue General Manager for Live Nation who is spearheading the “guest experience” effort at the company. “LRA’s Customer Experience Management methodology will allow us to create a common guest service culture and gain efficiencies in training and best practices sharing while allowing each of our venues to maintain their distinct personalities.”
According to the article, the "experience design" will be implemented for the first time during this summer concert season. It all sounds kinda like the Matrix, but--y'know--in a good way.
Complete article here.
Subscribe to:
Post Comments (Atom)
1 comment:
I am a fan - cool stuff!!
professional mystery shopper
Post a Comment