Need the Tessitura family insight regarding who is doing what in terms of requiring Registration/Log-in for online purchasing. Or, allowing for Anonymous/Guest buying.
One key concern is if we don't require Log-in, we will end up with duplicate records in Tessitura. Are you experiencing this? How do you handle?
The problem with Log-in is that our Constituents frequently do not remember their password(s) and that can create an endless loop to find? Do you have a solution? Are you getting resistance to Log-in?
Our goal is to be able to understand the full purchasing dynamics of each of our Constituents. Ultimately to pre-service, post-service, up-sell and cross-sell.
Curious to hear from you via Tess or directly (eweisser@92y.org). Thanks for your insight.
Elizabeth
_____________________________
Elizabeth Weisser Director of CRM 92nd Street Y | 1395 Lexington Avenue | New York, NY 10128 | P: 212.415.5596 | http://www.92Y.org
We started out requiring login immediately. People really didn’t like that. So we changed it so they can select a show, select seats, add to cart, and see the shopping cart (all this done by using the anonymous user) then once they click “checkout” they have to log in. This works well because sometimes people just want to see what seats they could get without buying. It’s a good compromise. With the volume of online orders we have, we have to be able to collect information on those buyers.
As far as the “forgot password” problem, we have an “account lookup” function (we call it that because then if they don’t have their user name either they will click there). This sends them an email with their user name and a password reset link. We just implemented this last part as we were sending both user name and password – and that caused us to fail our PCI scan! So now they reset, they don’t get both pieces of information in an email. You should definitely do that to follow PCI requirements.
Gloria Ormsby
Director of Information Systems
Flynn Center for the Performing Arts
153 Main Street
Burlington, VT 05401
802.652.4506
802.863.8788 Fax
www.flynncenter.org
www.flynntix.org
Follow Us on Facebook
Twitter
YouTube
From: Tessitura Marketing Forum [mailto:forums-marketing@tessituranetwork.com] On Behalf Of Elizabeth Weisser Sent: Monday, January 30, 2012 2:47 PM To: Gloria Ormsby Subject: [Tessitura Marketing Forum] Check-out: Requiring Registration/Login versus No Registration
Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4
This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Marketing Forum. You may reply to this message to post to the Marketing forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!
How would you handle fulfillment? Would you sell the tickets without a constituent attached to them and collect a name and address at checkout?
Hi Elizabeth,
For our two websites we don't require login until time of check out. This allows the user to see seating info and add to cart.
I think if you go the route of not requiring a user to login , you would have to auto create a login based on the user's information. This login the user would not know or use. This route I think would create a lot of duplicate records that would have to be merged.
Jon
I wonder if it's possible to simply check out with your generic web user, but require a new address be put in each time. The address could then be added and immediately inactivated in the web user account, but would remain attached to the order.
Either way, you'll end up with lots of contact data that you can't use for marketing, but I assume that's the point of doing anonymous check out.
For an anonymous sale, you can still capture name and address for shipping since that is unique to the order. You would just have a ton of address and email records in that generic account.
For tracking purposes, you could also create either a CSI or write to a local table all of the captured patron info and either leave it there or if you have the staff resources, you could manually create new accounts and make sure that there are not duplicates, or try creating an automagic process.
Hey Elizabeth, curious if you ever got in touch with someone who was actually doing this in practice. Would love to chat with someone who is doing checkout without a login/registration requirement as we've been getting a lot of questions about this from our development department!
Thanks!