INTIX Mentor Program Spring Webinar Series

2y ago
14 Views
2 Downloads
1.57 MB
55 Pages
Last View : 21d ago
Last Download : 2m ago
Upload by : Milo Davies
Transcription

INTIX Mentor Program SpringWebinar SeriesPART 2 – Creating the Best Atmosphere for Your Patrons & StaffJune 5, 2019 @ 2 – 3:30 pm easternWELCOME!! The Webinar Will Get Started Shortly.You do not need to be dialed in to participate. If you did dial in, please makesure you’re on mute.

Welcome & LogisticsAmi JohnsonTicketForce / Vice Chair of INTIXMentor Program

PART 2 – Creating the Best Atmosphere for Your Patrons & StaffIntro – Recap, Welcome & LogisticsAGENDAIndustry Overview / Patron Experience 20 Minute Presentation 15 Minute Q&AManagement Strategies 20 Minute Presentation 15 Minute Q&AClosing Thoughts

RECAP PART 1 – Ticketing Today, Tomorrow and In The FutureOfficial Host / Moderator:Duncan MossRavinia Festival / Co-ChairQ&A Facilitator / Moderator:Ami JohnsonTicketForce / Vice-ChairData / Analytics:Katie MullinsEtix / Sponsor & Industry ExpertPricing Strategy Case StudiesKelly BrennanFutureTix / Co-Chair & MentorPart 1 Presentation Now Available! - https://www.intix.org/page/Online Learning

TODAY’S WEBINAR:Creating the Best Atmosphere for Your Patrons & StaffOfficial Host / Moderator:Ami JohnsonTicketForce / Vice-ChairQ&A Facilitator / Moderator:Duncan MossRavinia Festival / Co-ChairIndustry Overview /Patron ExperienceDan DeMatoFutureTix / MentorManagement Skills /Staff ExperienceLinda ForliniTicket Philadelphia / Mentor

Q&A Facilitator /ModeratorDuncan MossRavinia / Co-Chair of INTIXMentor Program Committee

Purpose of This Webinar A survey was sent to ALL INTIX Mentees We had overwhelming feedback!! The purpose was to gain an understanding of what topics Mentees would like to learn more about Committee members then coordinated a two-part webinar series consisting of the top 4 topicsrequested All information has been provided by those that support the INTIX Mentor Program, includingyour Mentors, Committee Members and Sponsors At the end of this webinar, you should leave with a handful of new best practices, industry trendsand case studies that you can try at your organization regarding: Data & analytics Pricing Strategies

Webinar Logistics We want this to be interactive!! If you’re not already, place yourself on mute while others are speaking. Use the CHAT feature to ask a question or share your thoughts. During the Q&A / Open Forum, Duncan will read the questions aloud, one at a time to thepresenter. The presenter will do their best to answer. However, if you have a different answer or thoughts to share, feel free to add that into thecomment area. Feel free to ask questions along the way. Depending on the question, Duncan will interrupt thespeaker to ask the question or choose to wait until the Q&A / Open Forum.

Industry Overview &Patron ExperienceDan DeMato, FutureTixMentor & Industry Expert

Dan DeMatoPresidentNY Mets 20 YearsTicket Ops & SalesStarted FutureTix 2008Past INTIX Board MemberINTIX Lifetime Achievement Award WinnerProvide Consulting Services for: ArenasSports TeamsUniversitiesCultural InstitutionsFairs & FestivalsAttractionsTicketing PlatformsThird Party Vendors

Consumers have endless opportunities for entertainment.If you don’t offer them what they want, someone else will.

Because of this,organizations mustmaximize the use oftheir ticketingsystem & resources!And there’s more pressure than ever forTicketing Systems to provide more TOOLs

Today, dictating is no longer an option.Affinity based business So for many years we dictated Best AvailableREFUNDS/EXCHANGESLine up @ 9 amPay invoiceby X dateTake it orleave it!Must buy that To get this Typically, this would be exactly how NOT to sell your product!!Example: Macy’s selling pillow cases and bed sheets

Ticket buyers today want to Buy how theywant to buyChoose deliveryoptionChoose theirevents & seatsBuy where they want to buy Pay what theywant to pay

is understanding: The History of Ticketing Ticketing Today The Future of ticketing

AND THEN COMPUTERS CAME ALONG Exhibition Hall INTIX - BOCS Ticketing, date unknown

Why are there service fees? We just accept them, that’s how its always been We don’t charge a fee for ushers, stagehands, security,electricity, etc., why is ticketing different? Thank the genius of Fred Rosen

Ticketing: Yesterday, Today and Tomorrow

THE KEY TO PROVIDING AGREAT PATRON EXPERIENCE Is shifting fromReactive Proactive PERSONALIZED.

KNOW YOUR CUSTOMERS Identify *** ANALYZE *** SEGMENTTARGET WITH Correct message – SPECIFIC to THEIR Wallet

1.6 Billiontickets / admissions are sold in the primarymarket within the U.S. each yearOver 4.3 million a dayApprox. 182,000 per hourNearly a staggering 3,000 per minute

The Industry is continuing to grow Total # oftickets soldis increasing

The Industry is continuing to grow We are selling tickets to events that have never beenticketed in place of roll tickets, etc. Exhibition halls Community events Graduations Fundraisers Corporate events High end restaurantsThese tickets caneven be resold on theopen market.

100 Ticketing Platforms Accesso Ticketing10ACME TicketingAdvanced TicketingAgile Ticketing SolutionsArts Box Office LiaisonBox Office XpressBrown Paper TicketsCenter Edge AdvantageChoice Ticketing5CrowdTorch6Cvent6DataTrax TechnologiesDiamond TicketingSystems DoubleKnot Enta E-Register entixEventjoy1Events09Expresso TicketingExtremeTix13Flame ConceptsFlavorus12FocusPoint360Folio Box Office Softwareby Martech SystemsFront Gate Tickets1GatemasterGateway TicketingSystemsGingerbread Shed9Glitnir Ticketing HoldMyTicketInteractive TicketingiTicketsMetroTix3NeuLion, Inc.NLiven 14OmniTicket NetworkOneBoxOutbox9Paciolan3Patron Edge*Patron Geek (TopTix8)See Tickets12ShoWare10ShowClix4Shubert Ticketing5Smith’s Tix9 Spektrix9Star TicketsTessitura NetworkThe Ticket FactoryTheater ManagerOvationTix7ThunderTixTicket Alternative3Ticket Philadelphia*Ticket TicketingboxTicketLeap4Ticketmaster1TicketReturn, LLCTickets.com11Ticketure 14TicketWeb1Tix 9WanaticketsSAMPLE ONLY

Endless “Value Added Resources” ACT!AKA EnterprisesAllied LiveAlvaradoAmlon Ticket CompanyAmplifyAruba NetworksAwareManagerAxiaBallena TechnologiesBAPTABloomerangBoca Systems Inc.Canada TicketCaption ColoradoCaRTACedar PackagingChargeback.comCheck In LineChetuClassyConnect & GoConsolidated PrintingDigonexDistiDistilDonor PerfectDTI Management Dynasty Sports &EntertainmentEntellimentEntertainment BenefitsGroupEpic TicketsEvent Project ManagementEventoEventzillaExperienceExtenet SystemsEventellectFair Ticket SolutionsFan InteractiveFutureTixGameTimeGF StrategiesGilt CityGivexGoldmineGroupmaticsIO Lighthouse LockData TechnologiesLVRTAMatrix Payment SystemsMax GivingMC Sports Sales &ConsultingMerchant Risk CouncilMicrocom CorporationMicrosoft DynamicsMIPTANASHtixNATBNational Ticket CompanyNeonNeon Palm TreeNetsuite CRMOnline Draft LLCOPTAOrTAAPatronBasePlum BenefitsPogoSeatPractical AutomationPrimeSportQCUEQueue-itRaiser's EdgeRazorgator ReplyBuySageSalesforceSalsaSD & A TeleservicesSeatGeekSend GridSheerIDSoftjournSplitSeasonTicketsSports Business JournalSSB ConsultingStay22Stone Timber RiverTecker InternationalThe Booking ProjectThe Business GroupThe Official Ticket Centerthe ticket factoryThe Ticket MachineThe Ticketing InstituteTheatermaniaTheatre ManagerThrillcallThumzap - PaywizTicket Alternative CallCenterTicket Envelope Company TicketFireticketingSOURCETicketNetworkTickets at WorkTixTrackToday TixTravelZooTRG ArtsTSGTurnkey Sports &EntertainmentVenue Solutions GroupVenues TodayVenuetizeWebsiteAliveWeldon, Williams, & LickSAMPLE ONLY

Survival of the fittest – Growth of Competitors General AdmissionSelf Op General AdmissionTimed General AdmissionReserved Seating, Interactive Seat MapsRobust CRMPackages, Bundling / Group Sales / Yield ManagementSubscription / Season Renewable TicketingFundraising / Development

Mergers and Acquisitions Etix acquires ExtremeTix AudienceView acquires Vendini /TheaterMania / OvationTix Providence Strategic Growth Acquires PatronTechnologies and renames it to ETIX acquires ExtremeTix (Parthenon investor PatronManager. PatronManager acquiresmore to come)ShowClix and Ticketleap. ShoWare has been acquired by Accesso who Paciolan:has also acquired Siriusware Owned by Comcast Spectacor – Renamed Seatgeek acquires TopTixSpectra Ticketing & Fan Engagement Eventbrite buys TicketScript Absorbed New Era Ticketing June of 2017 – Purchased by Learfield & AEG has partnered with Outbox to create AXSback to being called Paciolan Learfield/Paciolan acquires TicketsWest Ticketfly: Purchased by Pandora Eventbritepurchases Ticketfly from Pandora

Blurring Lines A blurring of lines between the Primary & Secondary Markets. . .Primary MarketDaily DealsDaily DealsSecondary MarketWith Daily Deals somewhere in between. . .

Today’s biggest challenges Competing with Digital Entertainment and you patrons living room Maximizing the various sales channels Forming & maintaining TONS of partnerships & integrations Identifying the anonymous patron – then doing something meaningful with that data Recognizing that no matter where or how the ticket was purchased or obtained bythe ticketholder they are STILL your patron!

The FuturePredictions on WhereTicketing is Headed

More itionsBig Bang TheoryEventually, leadto growth again.

REALTIMEINVENTORYREPOSITORYWITH STRONGSECURITY

Sophisticated api networks & Superior Pricing Tools

Continued rise of New Trends & Best Practices Multi-Channel Distribution Consumer Switching Seats Themselves (like an airline) Artificial Intelligence Virtual Reality / Augmented Reality Ticket Insurance Product Serving – (Think Amazon) No Shows - (fill the empty seats) Google Search Box / Events – less clicks

Ideally, venues offer multiplepersonalized options withoutsensory overload.

Best Practices for creating ultimate experience Provide patrons with choices Move from Reactive to Proactive to Personalized Need to stay abreast of new technologies & best practices You don’t have to be first, but don’t be last either Keep connected with INTIX, Regional Groups, ticketingSOURCE, Conferences, Mentor Program,etc. Recognize that regardless of how ticketholder got the ticket, they’re still YOUR PATRON Create, maintain & uphold policies, procedures & controls Make sure your staff is supported with right resources

Industry Overview &Patron ExperienceDan DeMato, FutureTixMentor & Industry ExpertQ&A / OPEN FORUMQuestions? Comments? Thoughts?

Thank youYour time is valuable and I hope that you have at least one take away from thispresentation. If you have any questions that were not answered today, please feel free toreach out at any time.Dan ix.com

Management StrategiesLinda Forlini,Ticket PhiladelphiaINTIX Mentor & Industry Expert

Management SkillsWhat can I tell you that you do not already know?I posed this question to one of my Directors and she told me that thegreatest influence I have had on her was to give her the permission tobe human.So I will start there. You have hired imperfect humans, they are goingto make mistakes but the good part about that is that you are notdealing in life and death. So when they make a mistake, it can be fixedand no one lost their life because of it.

Call AssumptionsYou currently Manage a staffYou are looking to Manage a staff in the futureYou currently Manage a staff but are having challengesYou want to be a better Manager

Management SkillsEmpathy is the most important skill you can have as a ManagerMerriam Webster Definition of empathythe action of understanding, being aware of, being sensitive to, andvicariously experiencing the feelings, thoughts, and experience ofanother of either the past or present without having the feelings,thoughts, and experience fully communicated in an objectivelyexplicit manner

What they do not tell youManaging is hard, they do not tell you everything when you get a newjob or a promotion.You are always ‘On’, Setting an example, Being a leaderIt is not inexpensive to be a responsible ManagerYour time is valuable and keeping staff is an exercise in TimeManagement/Churn is expensiveKeeping bellies full is not inexpensive eitherWhether you pay or you have a budget line for it.

Keys to being a Good ManagerCommunicate with your TeamTell them what is going on. If you have a Strategic Plan, engage them in theprocess. Ask your employees what they want. Send out a Survey Monkeyquestionnaire monthly and find out what motivates them, what could you dobetter, etc. Meet with you employees regularly.Continue your own Personal DevelopmentThis webinar is part of your professional development, INITX conference,ticketing solutions conference/annual meeting, etc.

Keys to being a Good ManagerKeep up with your industry or like industriesI read Bob Lefsetz Report, Butts in Seats blog, Venues Now, ACCESS INTIX newsletter, The Real(Amplify), Future Tix Newsletter, McKinley report, Dave Wakeman blog, The TicketingBusinessNews,etc.Stop and Listen/Learn How to ListenAspects of good listening receiving, understanding, remembering, evaluating, and responding. Youneed to be able to understand all of these steps to listen to your employees. If you employees do notfeel they are being heard they will not express opinions about your organization that could make apositive change, if they feel ignored they will not be happy and will be unmotivated.

Keys to being a Good ManagerSay Thank You and Show AppreciationTo be a good leader, you have to give feedback to your employees, especially praise andrewards. When you’re praising an employee, be specific.Turn to a Mentor or CoachYou need to have someone to talk to for an honest assessment of your skills.Request FeedbackYou have invested so much in becoming a better leader, but you have to continually go backto your staff/co-workers/Management to find out how you’re doing. A 360 evaluation yearlygives you an opportunity to get that feedback anonymously and enables you to

Who are your Customers? Subscribers Single Ticket Buyers Season Ticket Holders Donors Members Patrons All of the above?

Let’s think differently What if I told you they are not YOUR customers but yourcustomers’ customers What if I told you that there is a layer of staff between you andthem that YOU as the Manager need to concentrate on What if I told you it was your job to keep your staff happy,healthy and doing the best job they can because you CAREabout them, you CARE about their happiness, you CAREabout their mental health.

How to treat your customers My customers are my staff, not the patrons attending events or calling in overthe phone or chatting on line. My one job is to make my customers happy. If that is making sure there iscoffee, donuts. Water when the phones are particularly busy and they areparched. I am always thinking – what can I do for them today? And it is Every Day. I am responsible for 60 staff Full and Part Time – we are on 7 days a week, 11hours a day, 360 days a year. We sell over 400k subscription seats and over1m single tickets. We are busy, I rely on my customers to come to work everyday. I am in the Happiness Business.

How to treat your customers Do good to others not because of who they are, but becauseof who you are. Train people well enough so they can leave. That is the bestthing you can do as a Manager. Your job is to help your teammembers soar and thrive. Give them the confidence to moveon to bigger and better things. It is very rewarding, they arethe future of our industry. It is our job to pass along ourknowledge so they can have your job someday. Mentor, Mentor, Mentor they are the industry’s future.

Management StrategiesLinda Forlini,Ticket PhiladelphiaINTIX MentorQ&A / OPEN FORUMQuestions? Comments? Thoughts?

Thank youYour time is valuable and I hope that you have at least one take away from thispresentation. If you have any questions that were not answered today, please feel free toreach out at any time.Linda ForliniVice PresidentTicket Philadelphia215-875-7606 - Directlforlini@ticketphiladelphia.org

SPECIAL THANKS Etix for sponsoring INTIX Mentor Program Committee INTIX Mentors All Mentees Survey Participants Maureen, Tiffany & Amy Today’s Presenters All attendees

Help Us Improve the Mentor Program1. Join the Mentor Program Committee – Justemail mentors@intix.org2. Fill out the follow up webinar survey – keepan eye out via email.3. Mentor program wrapping up –a.b.c.Complete the Post Program SurveySend your Mentors a NoteIf your mentor was exceptional, or perhapsdidn’t live up to expectations, please let us know– email mentors@intix.orgLook for follow up emailwith follow up survey &final mentor programrequirements.

Shubert Ticketing5 Smiths Tix9 Spektrix Star Tickets 9 Tessitura Network The Ticket Factory Theater Manager OvationTix7 ThunderTix Ticket Alternative3 Ticket Philadelphia* Ticket Star3 TicketBiscuit13 Ticketbud

Related Documents:

Summer 2018 SEVP InFocus Webinar—Script . 1 . Summer 2018 SEVP InFocus Webinar . Aug. 16, 2018 . Webinar Script . Slide 1: Pre-webinar Title Slide [Adobe Connect room opens approximately 15 minutes prior to webinar. Slide 1

3. Webinar 3 - Evaluation questions and indicators 4. Webinar 4 -Experimental impact evaluation 5. Webinar 5 -Non experimental impact evaluation 6. Webinar 6 - Sample size and power calculations 7. Webinar 7 - Timeline and budget 8. Webinar 8 - Rapid-fire presentations and closing remarks For all webinars except webinar 8, a learning

Winter 2018 SEVP InFocus Webinar Dec. 12, 2018 Webinar Script Slide 1: Pre-webinar Title Slide [Adobe Connect room opens approximately 15 minutes prior to webinar. Slide 1 displays until the start of the webinar at 2 p.m. EST.] Slide 2: Title Slide ALEXIS: Hello everyone! I'm Alexis Gioia, and I am the field representative for .

7 Smooth Mentor MemoryGel Xtra Breast Implant Profiles 9 Mentor MemoryGel Breast Implant Profiles, Cohesive II 11 MENTOR CPG SILTEX Microtextured Breast Implant Profiles, Cohesive III 17 MENTOR Breast Tissue Expanders 91 MENTOR BECKER Expander/Breast Implants 21 SPECTRUM Adjustable Saline Breast Implants 23 .

Mentor Handbook v2.3 - SRRG Human and Social Recovery Professional Development Mentoring Program 5 6. Choosing a mentor 6.1 Mentor capabilities Mentorees will select their mentor based on the information provided by the National Consultant, Disaster Recovery and through Mentor Profiles, which outline their specific areas of expertise,

more on what constitutes a good mentor text, read "Using Mentor Texts to Learn From the Best and Improve Students' Writing" by Sean Thompson and Dr. Deborah K. Reed. Instructions 1. Directly teach students the elements of writing they should recognize in a mentor text. 2. Have the student(s) read the mentor text.

For more information or to answer your questions, contact us at 855-596-4927 or email acamentors@challengeaca.com. Page 2-Mentor Personal Information. Page 3-Mentor Authorization to Release Information. Page 4-Mentor Position Description. Page 5-Mentor Liability Release. Revised: February 22, 2021 KENTUCKY YOUTH CHALLENGE

English Language Arts & Literacy in History/Social Studies, Science, and Technical Subjects ISBN 978-0-8011-17 40-4 . ISBN 978-0-8011-1740-4. Bar code to be printed here. California Common Core State Standards. English Language Arts & Literacy in . History/Social Studies, Science, and Technical Subjects. Adopted by the. California State Board of Education . August 2010 and modified March 2013 .