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
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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
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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
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