What We Do

We offer expertise in four key areas

Loyalty schemes built around your core audience secure and develop philanthropic and commercial revenues whilst consistently drawing customers to your venues and programmes. Philanthropic support plays an increasingly vital role in enabling the cultural sector to thrive. 

We will help you to:

  • Create compelling and appropriately positioned propositions, unlocking opportunities and securing your audience for future success
  • Develop clearly structured customer and donor journeys to maximise engagement, revenues and support
  • Be clear about the differences and synergies between benefit-led and philanthropy-based schemes, while developing and imbedding both propositions
  • Develop a sales-based approach to growing and enhancing loyalty, ensuring that schemes are amplified throughout your organisation’s marketing and communications
  • Focus on CRM and retention techniques to ensure supporter loyalty and growth 

The communications and relationship management activities to acquire and retain visitors, Members, Patrons and donors require particular methodology and an acute sense of timeliness, with a segmented dialogue-based model at its heart. We will help you to: 

  • Create a CRM strategy which responds to your organisation’s strategic objectives and encompasses your full audience, ensuring joined-up evidence-based decision making.
  • Discover the customer-level data held in your organisation’s databases and develop a hierarchical approach to consolidated, effective relationship management
  • Develop effective acquisition marketing programmes, planning the activity needed to recruit new supporters. This will focus on the full media mix, including on-site communications and sales, PR and promotions, aimed at key target audiences.
  • Develop multi-channel marketing programmes to maximise retention: who to talk to, when and how to talk to them, the renewal proposition, how frequently to ask, etc.

Ticketing acts as a major gateway to engagement. As the most frequent transactional interaction, it is rich with opportunity and must be direct, simple and flexible. We will help you to: 

  • Devise ticket pricing structures to optimise revenues while ensuring specific audience needs are met
  • Develop an operational plan for the medium and long term, based on the notion of lifetime value, with simplicity and self-service at its heart
  • Align your channels (in-venue, website, etc) and equip your team to deliver consistently excellent service
  • Deliver greater revenues to enhance profitability via up-selling and cross-selling
  • Challenge cultural and physical barriers which may prevent effective service delivery

Underpinning your CRM and sales capabilities, your systems are a crucial element of your overall service offer. Customer service must reflect your customers’ needs and enhance your organisation’s brand, with transactional systems available on-line as well as being deployed in-house. We will help you to: 

  • Procure and implement effective software and hardware for the delivery of sales, service, marketing and communications
  • Deliver a one-stop shop to every visitor, on- and off-line
  • Develop streamlined operations to enable easy navigation for customers and staff
  • Develop an efficient, high-quality and readily available cost-effective operating model
  • Train staff in engagement, service and selling to maximise returns from your assets