The Future of Ticketing: Solutions for Museums of All Sizes

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1 The Future of Ticketing: Solutions for Museums of All Sizes May 21, 2014

2 Lord Cultural Resources Creating Cultural Capital

3 STRATEGIC QUESTIONS Should museums have queues? How could a strategic approach to ticketing improve your museum? What does it mean to have a great ticketing system in 2014? What s on the horizon?

4 Relevant Findings: Culture Track* Oldest and youngest participate the most The younger you are, the more culture is about escaping stress 71% cite ease of getting tickets as a motivator for participation 95% of visual arts audiences planning in advance Mobile ownership: smartphones (66%), tablets (64%), ipod (63%) *Source:

5 OPPORTUNITIES Operating customer service Brand Targeted marketing - loyalty Analytics reporting, performance Financial staff efficiencies, earned/ contributed revenue

6 If you have a very long point or a quote you want to highlight it goes here. And yes, it gets its own slide. This is the quotes page on a dark background. 6 Name of Presentation here

7

8

9 Full-bleed image with text: Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat.

10

11 AUDIENCE POLL

12 Ticketing 2.0 Steve Brown Chief Operating Officer accesso

13 The way venues tend to think about ticketing

14 How we think about ticketing

15 OnSite Trends AFTER BEFORE

16 OnSite Trends

17 Mobile Fun Facts 26 hours to report a lost wallet versus 68 minutes to report a lost phone. 6.8 billion people on the planet. 5.1 billion own a phone, but only 4.2 billion own a toothbrush 91% of Americans have their mobile device within reach 24/7

18 OnLine Trends Mobile Ticket Sales as a Percentage of Online Sales 15% 2-3% 3-5%

19 Define Mobile Ticketing THIS NOT THIS

20 Results of a revised strategy -6% +73% +100% +54% +93% +20%

21 Why is this all important? Service - It s what guests expect Revenue easier route to purchases leads to lower abandonment Operational Efficiency better control for date/time dependent venues

22 Mobile Ticketing Planning

23 Designed by diller scofidio + renfro

24 Location, Location, Location

25 Site Development

26 Site Development: Cross Walk

27 Site Development: Plaza

28 Lobby Looking South

29 Main Gallery on the 3 rd Floor

30 Current Construction

31 A bit unique

32 Free

33 Desired Lobby Flow Queue?

34 Mobile Visitor Services

35 Ticket Checkers

36 Timed Tickets Available For Online & Mobile Purchase

37 Context Aware Mobile App Single App for tours/ticking/special features App changes views depending on location Acts as ticketing app when in or near lobby Acts as gives easy access to hours, ticketing & architectural tour when in general area Acts as tour app when in galleries Shows specific tour stops when in front of an artwork Special Content presented in unique locations

38 Challenges with this approach Have to have a good ticketing API Bespoke Solution / Specific Vendor Dependent Blame Game Potential PCI Compliance issues

39 Advantages Tight control over visitor experience & design One App for users / multiple uses Ability to market to users via screen pops

40 Alternate Systems

41 Inspiration: DMA Friends Model Image Credit: R. Stein and B. Wyman, Nurturing Engagement: How Technology and Business Model Alignment can Transform Visitor Participation in the Museum. In Museums and the Web 2013

42 Inspiration: DMA Friends Model Image Credit: R. Stein and B. Wyman, Nurturing Engagement: How Technology and Business Model Alignment can Transform Visitor Participation in the Museum. In Museums and the Web 2013

43 To Be Continued... Exhibitors at Museum Expo 1. Blackbaud Convergence Gatemaster Systems Gateway Ticketing Systems Omni Ticket Network Patron Technology Siriusware TAM Retail Tessitura Network 720 Additional Resources This presentation: Culture Track: International Ticketing Association /Intix: Rich Cherry:

44 THANK YOU. Contact details: Name, title Phone:

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