Culture Consultants. service change impact. 27b Tradescant Road, London, SW8 1XD Tel +44 (0)

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1 Culture Consultants service change impact

2 About Culture Consultants Culture Consultants works with organisations in the cultural and not-for-profit arena to deepen engagement, develop loyalty programmes, enhance operations, improve marketing campaigns and create new strategies for successful customer service delivery. Culture Consultants will work with you to unlock your organisation s potential and develop profitable income streams, vital in today s highly competitive marketplace. Led by Martin Barden, we will help you to drive change, grow audience numbers, build revenues, increase loyalty, procure effective systems, enhance operations and develop strategies to achieve continual success. Here are some of the ways we can help your organisation.

3 How we work Customer engagement Loyalty programmes Customer service We believe that your audience is your most valuable asset. We will help you to: Connect with your customers and develop long term advocacy-based relationships Focus on your customers and build loyalty Ensure your entire organisation is truly committed to its audiences from the top down Maximise revenues from your customers by introducing sales techniques to maximise returns from your assets Identify staffing and training needs to achieve deeper customer relationship management (CRM) With funding under ever-increasing pressure, a loyalty scheme built around your core audience will secure and develop revenues whilst consistently drawing customers to your programmes. There is great potential in arts membership schemes, but just as many pitfalls as easy wins. We will help you: Be clear about the differences and synergies between benefit-led and philanthropy-based propositions Develop a sales-based approach to growing and enhancing loyalty programmes, ensuring that the offer is amplified throughout your organisation s marketing and communications Focus on retention techniques to ensure that the scheme continues to grow Create something unique, unlocking untapped opportunities Your customer service should be as good as that of any retailer, visitor attraction or on-line store. We will help you to: Challenge cultural and physical barriers which may prevent you from delivering effective customer service Develop a strategy for the medium and long term Align your channels (in-venue, website, etc) and equip your colleagues to deliver consistently excellent service Deliver greater revenues to enhance profitability

4 How we work continued Operations and systems Marketing and communications Underpinning your CRM and sales capabilities, your systems are a crucial element of your overall service offer. Your customer service must reflect your customers needs and enhance your organisation s brand, not be built around organisational structures. We will help you to develop effective operations and systems to enable: Easy navigation for customers and colleagues Understanding of customer motivations and the ability to predict and influence customer behaviour. Efficient, high-quality and readily available cost effective operating models The delivery of a one-stop shop to every visitor, on- and off-line The media mix has changed beyond all recognition in the past decade, but a website and a Twitter feed do not replace more traditional marketing methods and cannot deliver consistent sales for you without a full complementary service. We will help you to: Develop and realise your brand promise Maximise the impact of your marketing spend whilst ensuring you reach your audience development targets Build successful marketing campaigns in the digital age Uncover your brand advocates and harness opinion formers

5 About us Martin Barden has 18 years direct experience of leading and developing complex ticketing and membership operations for three of the UK s most prestigious arts organisations: Tate, the Royal Albert Hall, and Sadler s Wells. He has delivered multi-site team management and development, brand and product development, marketing and communications, systems implementation, increased engagement and revenues, reduced costs, and improved customer experience. Martin has successfully driven change and grown audience numbers, on line engagement, and revenues across different operating businesses. Martin also has extensive creative experience in the music business and sales experience in financial publishing. Key achievements and responsibilities include: Increasing membership numbers at Tate from 35,000 to 100,000 (2002 to 2012) Tate Membership profitability increased from c. 0.5m to over 5.5m in 10 years. Tate ticket revenues increase of over 100% Implementation of fully flexible low cost-base staffing structures Delivering the UK s first real time on line theatre ticketing at Sadler s Wells Combining separate databases at Tate with a major data transfer programme Martin has been invited to share his vision and expertise for customer service and loyalty programmes at a number of international conferences including Blackbaud annual user convention, Europe Talks Tickets, MuseumNext, Communicating the Museum, Kom Je Ook, and the National Gallery of Ireland annual symposium. Implementing Tate s real time membership sales and fully integrated self-fulfilment - the first gallery in the UK to achieve this

6 Contact Martin Barden Director +44 (0) b Tradescant Road, London, SW8 1XD Culture Consultants service change impact

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