What Department Gets Assigned Community Engagement?
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Who Is In Charge of Engagement? Someone comes up to you and says they really enjoyed the program they attended and want to spread the word to their friends and get them involved, to whom do you refer them? Is there someone who will offer to collect the contact info of the person and their friends and perhaps follow up with them later to see if they need more information? In short, who is your ...
Embracing The Online Anger
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My experience in managing social media for an arts organization was overwhelmingly positive. More than 99% of the time, patrons on Twitter had wonderful things to say about the venue, the performances, and the customer care they received. But as anyone who’s managed an organizational account knows, it’s not all sunshine, lollipops and rainbows when something goes wrong. It’s easy to complain on Twitter, and, dare I say it, it’s easy to be downright nasty. So when your ...
Top 5 Reasons Why ‘The Customer Is Always Right’ Is Wrong
I have always believed in this phrase. This doesn’t mean I don’t strive to deliver the best customer service I can to each and every patron, but sometimes a patron becomes so toxic or argumentative, that breaking up with them is the best thing to do for your organization, and for the employees or volunteers who man the box office. I found this great article on Huffington Post that explains why the customer isn’t always ...
Thank you for the authoritative read on this issue. To me, being able to actually see the icon in the…