Broadway Across America & The Marketing Division Representatives from New York, New York; Fort Lauderdale, Florida; and Cincinnati, Ohio Who’s here:
• Susie Krajsa, Executive Vice President – Presenting, susie.krajsa@broadwayacrossamerica.com • Joanna Minerley, Vice President of Ticketing and Analytics, joanna.minerley@broadwayacrossamerica.com • Susie Kent, Nat’l Director of Sales and Services, susie.kent@broadwayacrossamerica.com • Mitchell Klein, Nat’l Director of Sales Operations, mitchell.klein@broadwayacrossamerica.com • Tony Hiser, Nat’l Director of Ticketing Systems, tony.hiser@broadwayacrossamerica.com • Lezlee Kupchin, Nat’l Manager of Ticketing Systems, lezlee.kupchin@broadwayacrossamerica.com • Jay Beery, Ticketing Manager, jay.beery@broadwayacrossamerica.com • Maris Smith, Director of Interactive Services, maris.smith@themarketingdivision.us.com • Nicole Paoletti, Nat’l Director of Marketing, nicole.paoletti@themarketingdivision.us.com
Most Humorous Patron or Critic Quote:
At the end of a call the agent asked the customer if she wanted a confirmation number. She replied “No need, you guys are always great. If the tickets aren’t there then I’ll just scream and throw a fit!”
What you should ask them about!
Mobile season ticketing including Season Pass
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Broadway in Chicago Chicago, IL
Who’s here:
• Ashlee Harris, Executive Director of Marketing, Aharris@broadwayinchicago.com
Most Humorous Patron or Critic Quote:
We had a patron show up to our theater without any shoes on (not in her hands or in her bag, actually back in her car. Meaning she walked around the streets of Chicago with bare feet). When we told her that she needed to have shoes on, she said “It doesn’t say anywhere on your website that I have to wear shoes.” Also, not a quote, but we did have a takeover of the Chicago Tribune website on the day of our Republican primary. The candidate? Mitt Romney. The show? The Book of Mormon.
What you should ask them about! We did a BIC-GO (bingo) game at our Broadway In Chicago summer concert in order to grow our social media numbers. Entrants had to take the appropriate pictures as indicated on the BIC-go card, which was printed and handed out and posted on our website. In one day, we increased our Facebook, Twitter & Instagram followers by about 150 people each. We created a hashtag for the concert and had over 200 entries for BIC-go with over 550 pictures taken and over 720 uses of the hashtag on Twitter and Instagram that day.
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Broadway San Jose Silicon Valley
Who’s here:
• Tim Heitman, Associate General Manager theitman@broadwaysanjose.com
Most Humorous Patron or Critic Quote:
“I’m mortally offended at the sexual innuendo between the feather duster and the candelabra!”
What you should ask them about! Using Seat List exports to create pages in excel that help determine dynamic pricing changes.
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Broward Center for the Performing Arts Fort Lauderdale, FL
Who’s here:
Kelley Shanley Catherine Carter Matt McNeil Ed Massa Kevin Hardy Arturo Ramos Meredith Sammons Lisa Kitei
Bill Montgomery Rhonda Gutierrez Jennifer Urbano Lacy Carter Christian Barnes Sara Berkowitz Tracy Schneider
What you should ask them about! • Meet one of the newest Ticketmaster clients! • Learn more about all of their events on this busy campus, their recent $58 million dollar expansion project, their educational programming and Entourage membership program.
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Carolina Ballet Raleigh, NC
Who’s here:
Sara E. Reichle, Marketing Director
What you should ask them about! Their 2014-2015 season, featuring Swan Lake, Cinderella and The Nutcracker!
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The Carolina Theatre of Durham Durham, NC
Who’s here:
• Katie Quinn, Box Office Manager katie@carolinatheatre.org
Humorous Staff Quote:
The fax machine is going away. If anyone is faxing you anything in 2014, make them stop. And if you’re still sending faxes, please stop embarrassing us like that.
What you should ask them about! We have broken records for the past three years and this year will be another. Ranked by Pollstar worldwide for the third consecutive year, Carolina Theatre of Durham announced its first surplus since 2008, made an economic impact of $14 million and won a 10 year contract renewal with the city. The theatre has moved daily cinema to host and added reserved cinema seating. There are no signs of slowing down.
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Clowes Memorial Hall of Butler University Indianapolis, Indiana
Who’s here:
• Sheila Sharp, Box Office Manager, sksharp@butler.edu
Most Humorous Patron or Critic Quote:
There is a man who comes in to get information but never buys tickets. He always says, “I’m not buying today, I’m just taking the temperature.”
What you should ask them about!
Working with non-ticketing staff who run a box office which Clowes Hall oversees but has no authority!
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Columbus Association for the Performing Arts Columbus, Ohio
Who’s here:
• John Sherwood, Director of Ticketing, jsherwood@capa.com • Roger Whitaker, Asst. Director of Ticketing, rwhitaker@capa.com • Sara Amidon, Sr. Donor Records & Engagement Coordinator, samidon@capa.com • Blair Blumenscheid, Web & Social Media Coordinator, bblumenscheid@capa.com
Most Humorous Patron or Critic Quote:
• BOOK OF MORMON customer seriously asked if the seat she was buying faced the stage!
What you should ask them about!
Managing several resident companies in one Archtics database.
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Des Moines Performing Arts Des Moines, Iowa
Who’s here:
• Brooke Bridenstine, Ticket Office Staff Manager brookeb@desmoinesperformingarts.org • Misty Enderson, Ticket Office Database Manager mistye@desmoinesperformingarts.org • Jeff Waldschmitt, Ticket Office Manager jeffw@desmoinesperformingarts.org
Most Humorous Patron or Critic Quote: “I want to sit so close, I could shampoo the orchestra conductor’s head. Don’t worry, I won’t…I just want to know I could.”
What you should ask them about! Recently launched a mobile website and will be able to support mobile ticketing: 40% of our web traffic comes from mobile devises. Now guests will have an improved mobile experience and easier ticket purchases.
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Durham Performing Arts Center Durham, NC
Who’s here:
• Bob Klaus, General Manager, bklaus@dpacnc.com • Kelley Monts De Oca, Director of Ticketing, kmontsdeoca@dpacnc.com
Meaningful Patron Quote (Partial comment) : “….This was the fourth event we have attended at DPAC. My wife and I consider your venue first class in every way. From the parking...to the red coated greeters at the front door…to the facilities…to the elevator “host”…to the traffic control after the event. We have never been to another venue of this quality…”
What you should ask them about! Among venues that present a one-week Broadway subscription series, DPAC is the #1 season ticket program in the US with over 15,000 season seat members.
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Fox Cities Performing Arts Center Appleton, Wisconsin
Who’s here:
• Ryan Brzozowski, Director of Ticketing Services, rbrzozowski@foxcitiespac.com
Most Humorous Patron or Critic Quote:
A gentleman (broker) from Texas was trying to place a group order for Wicked because he wanted to entertain his clients with a cruise, followed by dinner and a show. There are two really big problems with this: 1. There are no navigable bodies of water near the Fox Cities for a cruise ship. 2. The show was in February, so it doesn’t take a scientist to know that all rivers, ponds and lakes are frozen that time of year.
What you should ask them about! • Adoption of: • AccountManager promo codes for group sales • Dynamic Pricing • Trend Analysis • Forecasting
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Hollywood Pantages Los Angeles, CA
Who’s here:
• Lesli Bandy, Season Ticket Services Manager, Nederlander - Hollywood Pantages , lbandy@nederlander.com
Most Humorous Patron or Critic Quote: • “What do I do now?” (after picking up tickets at will call)
What you should ask them about! I hear LA is not a theatre town, is that true? We of course think it is very much a theatre town as witnessed by our record breaking year both in season and single ticket sales.
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Indiana University - Arts IU Auditorium, Bloomington, Indiana IUSE Ogle Center, New Albany, Indiana Who’s here:
• Stacy Brown, Box Office Manager, IU Auditorium, staabrow@indiana.edu • Maria Talbert, Associate Director, IU Auditorium, mtalbert@indiana.edu • A.D. Stonecipher, Ticketing Manager, IUSE Ogle Center, stonecad@ius.edu
Most Humorous Patron or Critic Quote:
Person on the phone: Person: “yes, could you tell me what shows you have coming” Clerk: Yes, next week we have Titanic the Musical. Person: What is that about? Clerk: Um it’s about the ship that hits an iceberg (she didn’t want to spoil the ending)
What you should ask them about! Ask Stacy about how to handle big onsales (window sales) using Archtics. They have a great process they use which helps the lines go quickly.
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Marcus Center for the Performing Arts Milwaukee, Wisconsin
Who’s here:
• Heidi Lofy, Vice President Sales and Marketing, hlofy@marcuscenter.org
Most Humorous Patron or Critic Quote:
After a patron had been asked to leave hall because they were creating a huge disturbance during Nutcracker, the patron said, “You have to let me back in to the hall, I dropped my cocaine on the floor and need to go get it.”
What you should ask them about! • Corporate groups sales • Fundraising Program
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NJPAC
Newark, New Jersey Who’s here:
• Robin Polakoff, rpolakoff@njpac.org Ticket Services Specialist • Brian Remite, bremite@njpac.org Database Analyst, Customer Care Systems
Most Humorous Patron or Critic Quote:
• “I really didn't have any expectations for this venue, but I was blown away.” – Yelp.com • “The New Jersey Performing Arts Center is a dazzling place.” – Yelp.com • “Who in the world thought having seating all in single rows (no middle aisles) in the upper tiers was a good idea??? I got some leg work in from having to stand up and sit down constantly to let people out. Basically, if you're in the middle seats in the upper tiers, please don't consume mass quantities of liquid beforehand.” – Yelp.com
What you should ask them about! • Creating Custom Archtics Scripts - Learn how we created scripts to automatically insert standard pricing, promo codes, and seat holds to simplify event builds. • Lifetime Value - Discuss our strategy for creating an overall value score for patrons based on ticket and donation history.
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North Carolina Symphony Raleigh, NC
Who’s here:
Andrea Newby, Information Systems Manager
What you should ask them about! Performing with Zuill Bailey, their CD debuted at #1 on the Billboard Traditional Classical chart earlier this year!
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North Carolina Theatre Raleigh, NC
Who’s here:
• Nena Theis, Director of Sales • Alice Beck, Box Office Manager • Angela Grant, Audience Development Coordinator
What you should ask them about! Learn more about their stellar 2014-2015 Broadway season featuring six titles, four of which are locally produced!
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Portland Opera Portland, OR Who’s here:
• Eric Steinhauser, Box Office Systems Manager esteinhauser@portlandopera.org • Kim Lundin, Development Coordinator klundin@portlandopera.org
Most Humorous Patron or Critic Quote:
Ticket Rep: Sir your tickets are for the show in Portland Maine not Portland Oregon. Customer: Well, then I want a refund. Ticket Rep: Well, sir that show just ended (we are 3 hours later) and after the show starts you can't get a refund. Customer: Well, Who can I talk to. Ticket Rep: Well you would have to go back to the place of purchase, where did you purchase your tickets Customer: From you. Ticket Rep: I think I would remember you. On the ticket it says your name is Sally Jones, is that you sir. Customer: No. Ticket Rep: It also says here on the confirmation you printed "Joes" ticket services. You will have to talk to Joes. Customer: This is terrible customer service. Ticket Rep: Sir, you are Joes Customer not mine. If you have an issue with the service they have given you, you should call them. Customer: F#^$#) off !!
What you should ask them about!
Ask me how I used our Account Manager site for Volunteer sign up and dinner reservations.
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University of Arizona – UA Presents Tuscon, AZ
Who’s here:
Megan Palenzuela, Box Office Manager, megmoon@email.arizona.edu
Most Humorous Patron or Critic Quote:
Among the local renters that UApresents works with are dance academy shows. Being new to UApresents at the time, the company manager neglected to tell me to NOT refer to the parents, especially the mothers, as “Dance Moms”. Well, in dealing with a set of parents at the window for their tickets I referred to the “Dance Mom Discount” and wow! Did I get cussed out!!!!
What you should ask them about! We are fairly new to Ticketmaster and Archtics and I am looking forward to hearing funny stories and bonding over patron issues. On the flip side of that, I am looking forward to hearing what improvements I can make to make our patron experience better.
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University of Arizona College of Fine Arts
Who’s here:
Stacy Babler, Business Manager Department of Television, Film and Theatre sjbabler@email.arizona.edu
Most Humorous Patron or Critic Quote:
Ask me about the dog who could play the piano and gave a recital in Carnegie Hall…
What you should ask them about! Not only are we fairly new to Ticketmaster and Archtics, BUT, our on-line sales are only through AccountManager for our varied College of Fine Arts venues and genres . I’m excited to see how other Ticketmaster clients manage in this manner.
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UCLA Central Ticket Office Los Angeles, CA Who’s here:
• Gerardo Galeano, Sr. Assistant Director, ggaleano@tickets.ucla.edu
Most Humorous Patron or Critic Quote:
We had an event at our small theater which holds 144. It has a total of 8 rows. The customer picks up her tickets and goes to her seat. She comes back five minutes later and says that she’s never sat in the back row of a hall in her life and she’s not going to start tonight.
What you should ask them about! Since you’re a centralized ticket office, does Athletics dictate most of the workload and policy? Actually, we’ve learned that even though Athletics sells more tickets, the more complex needs and requests come from our Arts department. Many of the things we ask of TM in regards to technology and needs are based off the requests from Arts patrons and clients. In Archtics, the Auto Discount tool was created because our Arts client wanted to offer a choose-your-own-option where it automatically told the patron how many more events to purchase to qualify for a discount. That’s one of many examples.
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Rochester Broadway Theatre League Rochester, NY
Who’s here:
• Erin Crowley Tavernia; Box Office Mgr; erin@rbtl.org
Most Humorous Patron Quote:
• “The theatre is impressive in size and ornamentation. It's clearly an old building that is upkept well. If you dress up to go to the show, you'll fit right in. The seats and sound are great regardless of the price your ticket costs.” - yelp
What you should ask them about!
RBTL recently concluded a Search Engine Marketing media spend campaign through Live Analytics for Book of Mormon, ask about it’s effectiveness.
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San Diego Theaters San Diego, CA Who’s here:
Darla Bailey, Assistant Ticketing Service Manager, Dbailey@SanDiegoTheatres.org
Most Humorous Patron Quote:
“Do I have to wear an evening gown if my seats are in the Dress Circle?”
What you should ask them about! San Diego Theatres have been a Ticketmaster host client for well over 30 years and have just now converted to Archtics. But wait, there’s more! We don’t have subscriptions, but do manage a busy charge line. So, ask me about handling single ticket sales at the window and account sales for our phone customers – especially how to easily cross-reference local restaurant and parking information, etc.
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Shea’s Performing Arts Center A National Historic Site Buffalo, NY Who’s here:
Jeff Huntz; Database Specialist, jhuntz@sheas.org
Most Humorous Patron or Critic Quote: Nothing that can go on a slide
What you should ask them about! • Recently rolled out mobile / print-at-home / forward-to-a-friend for season ticket holders. Exchanges rolled out shortly. • Event programming 3 venues. Satellite box office at 710 main.
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Who’s here:
• Mandy Targoff; Ticketing Services Manager
Walnut Street Theatre Philadelphia, PA Who’s here:
Mandy Targoff; Ticketing Services Manager subscriptions@walnutstreettheatre.org
Venue Fact:
Walnut is America’s oldest theatre and has been in operation since 1809!
What you should ask them about! EXCHANGES / SUBSCRIPTION • Walnut does tons of exchanges. In the last month, we’ve processed over 2,000 exchanges. • Walnut has over 50,000 season ticket holders each year. Ask me any question regarding plans.
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