Arts and Cultural Solutions Blackbaud Europe€¦ · Arts and Cultural Solutions Back to Business: Ticketing 2009/10 ... RFID Card, Reader Universities and Councils . Presentation

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Kieran Healey

Arts and Cultural Solutions

Back to Business:

Ticketing 2009/10

Blackbaud’s Conference for Not-For-Profits — London | Kieran Healey| Page #1

Blackbaud Europe

Presentation Title or Product Name

Welcome

� Software Hard Facts

� Ticketing and Marketing

� There’s an App for that

� Brickwork – SMS

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� Brickwork – SMS

� Contactless

� Poor Service and Premium Service

� Mobile Media

� PCI / PA DSS Compliance

� SME - Social Media Evolution

� The Whole Package www.blackbaud.co.uk/tickettalk

www.blackbaud.com/spotlight

[email protected]

Presentation Title or Product Name

Software v Services

600

700

1. Software outside your environment

2. Control maintained within your environment

3. Growth cross-over market

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0

100

200

300

400

500

600

0 5 10 15 20 25 30

Service

Price

2010+

2008

Sep 2009: MS Beta version Web Apps

-Excel, PPT, Word

-Free of Charge to MS Live

- Michael Schultz

Environmental Ticketing

Non Environmental Ticketing

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Ambition Realised

� Cloud Computing

� Advent of SaaS

� Birth of SaaS business

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� What does technological change mean for ticketing?

– Per Ticket Fee Models

– Diversified Sales Channels

– True Integration – XML, iFrame

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There’s an App for That

� 85,000 Apps

� 50 million iPhone and iTouch users

� 2 billion downloads (Sep 2009)

� ½ billion in Q3 (Platform Paradox)

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½ billion in Q3 (Platform Paradox)

– Games

– Business

– News

– Reference

– Events

– Travel

� Only available on the iPhone?

Image courtesy of Apple

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Edinburgh Festivals

� Over 34,000 events

� 12 Festivals rep. by Festivals Edinburgh;

– Storytelling Festival

– Edinburgh International Festival

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– Edinburgh Festival Fringe

– Military Tattoo

– Edinburgh Science Festival

� Need for Excellence

� 2009: iPhone App Year One

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Right Here, Right Now

� Loc8 Edinburgh Based Software Firm

– Gavin Dutch: [email protected]

� Loc8’s proprietary location-centric platform

– Find out what event is about to start near their location

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– Find out what event is about to start near their location

– Find out what is about to start near their location

– Get directions to the event

– Search across multiple Festivals

– Link to Box Offices

– Provide User Reviews and Ratings

– Link to distress inventory

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Socio-Geo Targets

� Loc8’s proprietary advertising module

– Impression-based Display

– Advanced Location Targeting

– On Time and On Target Messaging

– Reinforce position of Events within

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– Reinforce position of Events within

Local Economy

� No.2 Featured App – iStore

� Guardian Top 100 Tech

...but the story did not end there!

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SMS – What does it offer?

� Absolute Direct Marketing

– Live Updates (E.g. Steam Train Delays)

– Access Information (E.g. Parking)

– Cross Mkt. (E.g. Restaurants)

� Portable Ticketing

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� Portable Ticketing

� ‘Discardable’ Marketing

� Transactional Tool

� Limited Brand Positioning

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SMS – What questions does it raise?

� Ticket Forwarding?

� SMS, MMS WAP

� ‘Ultimate Convenience’?

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� ‘Ultimate Convenience’?

� Customise per Handset

� Hardware:

– Kiosks

– Turnstiles

– Scanners

Presentation Title or Product Name

MiTicket

� NXP Semiconductors (Dutch Phillips)

– Moscow Metro

– Oyster London

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– Oyster London

– Imperial College London

– China Olympic Games (10 million journeys)

� Security (Back Office, Basic Card) (Nohl and Poeltz)

� RFID

� Card, Reader

� Universities and Councils

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PCI and PA DSS Compliance

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Presentation Title or Product Name

PCI and PA DSS Compliance

Blackbaud’s Conference for Not-For-Profits — London | Kieran Healey| Page #13

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Scale and Service

� 05/03/09 1st London Gig since 2001. AEG Live Promoters.

� 11/03/09 Michael Jackson to eclipse Prince with 30 O2 concerts

� 13/03/09 SOLD OUT

� 13/07/09 Scheduled start date. $20-30 million in production costs.

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13/07/09 Scheduled start date. $20-30 million in production costs.

� 750,000 tickets sold.

� £50-75 per ticket

� Ebay £16,000 2 x VIP tickets

� 26/06/09 Michael Jackson passes away.

� 27/06/09 Website still offering VIP tickets.

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The Winners and The Winners

� Seatwave, said: "All customers who purchased tickets for [Jackson's] O2 shows from Seatwave are covered by our TicketCover guarantee and will get a full refund.

� Viagogo, said: "All Michael Jackson tickets purchased through Viagogowill be refunded directly to fans. No forms, no fuss, just refunded. We

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will be refunded directly to fans. No forms, no fuss, just refunded. We will be in touch with everyone in due course.

� Ebay required a claim within 45 days (Full Amount not Ticket)

� Yes: Refunds from Source (or Exchange) or Agents or Ebay.

� No: Refunds from Private

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Premium Service – Come Fly Near Me

� The Thriller Experience

� British Airways and Ryan Air

� Pre-Ordered Drinks

� Concierge Experience

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Concierge Experience

� Private Bar

� Ticket Insurance

� Feedback and Survey

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Poor Service

� What a fiasco.

� There are no tickets to buy.

� I fire off an email

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� Point out the small print

� More to the point, it's time wasting.

� I receive a reply from the online box office team

� Furious.

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Mobile Media

� Our Channels are Confused and Inconsistent

� Your Website is Your New Press Officer

� News is instant and persistent

� ‘Another box office disaster as Fringe ticket firm goes bust’ Mike Wade, Times

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� ‘Another box office disaster as Fringe ticket firm goes bust’ Mike Wade, Times

Times Online Article

� ‘Museum chiefs have apologised to people who went to see the UK's largest haul of Anglo-Saxon treasure after a new ticketing system failed to work.’

BBC Online Article

� Cambridge Arts Theatre criticised for advertising absent Mayall’ Stage

The Stage Online

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Social Media Evolution

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Reconnect with your Patrons

Web 2.0 is commonly associated with web development and web design that facilitates interactive information sharing, interoperability, user-

centred design and collaboration on the WWW.

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Ticketing 2.0 could be web design that takes our interactive ticketing business and migrates it online. Interoperability, audience-centred

design, information sharing and collaborative creativity on the WWW.

� If Google did events ticketing...

� If Innocent did events marketing...

� Tate Channel

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Inside Commission (3%-15%)

Outside Commission (7%-15%)

Extras (£1-10)

The Anatomy of a Ticket 2009

Blackbaud’s Conference for Not-For-Profits — London | Kieran Healey| Page #21

Packages

Cross Sell

Diverse Inventory

Delivery Method

Access Method

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Media Convergence

� $800 million deal

� £1.9billion music market

� CTS Eventim – 2nd Largest in the world

� Total Service Business Proposition

Blackbaud’s Conference for Not-For-Profits — London | Kieran Healey| Page #22

� You can read about it here

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Predictions...� Cross Over continues between ET and NET

� Live Inventory Offerings for the Mobile Market

– What happenings when availability changes?

� Access Control via Smart Phones

– Reduced hardware costs

� Convergence of Responsibilities

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� Convergence of Responsibilities

� Expansion of Sales Channels

– Condensed Rates, Comprehensive Channels

� Close SME and Ticketing Integration (E.g. Solo Publisher)

� Increased Clarity around Cux. Service (E.g. Chat Help)

� Impact of Google Wave

� Client Satisfaction Measures

� ‘Client to Client’ Centric Ticketing

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Until next year...

� Ticketing 2.0: Web design that migrates online our interactive ticketing business and transaction information sharing. Audience-centred design and collaborative creativity on the WWW.

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www.blackbaud.co.uk/tickettalk

www.blackbaud.com/spotlight

[email protected]