We are trying to formalise our upselling procedures to get a smooth system in place: I'd be very interested to hear from other organisations - particularly ones similar us who have gazillions of one-nighter shows - who feel they have a good system in place for upselling both by phone and online. Things we're particularly interested to find out is who identifies/chooses shows to upsell and how (programming/marketing?); how are these identified (e.g. in Artifax/Tessitura/other) to box office operators and other teams; and is there a way of physically linking shows together when an order is being taken (e.g. if someone is booking for Emmylou Harris in May, Lucinda Williams in August pops up as an 'upselling opportunity' to box office staff)?
Many thanks in advance.
Emily Till
Head of Marketing
The Sage Gateshead, UK
Hi Emily,
We don't realy upsell through the phone room, although we do have Interests set up against events that match those that customers have checked in their Interests, so if the customer Interest matches a show it turns the show green in the calendar (if they are in the customers account).
We have Recommendations on our website - these are decided by our Marketing team and are linked to the show via our website CMS.
Caryl