The CX Leader Podcast | A resource for customer experience leaders

Give the Audience What They Want

May 7, 2024

In this engaging discussion, Alex Merchan, Chief Marketing Officer at ASM Global, dives into what's driving audience trends in live events. He highlights the impact of consumer preferences for diverse experiences, including the demand for vegan and gluten-free dining options. The conversation emphasizes the importance of customer feedback in improving event experiences and boosting satisfaction. Alex also shares insights on how technology can streamline guest entry, making live gatherings more enjoyable for everyone.

27:17

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Episode guests

Alex Merchan

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Episode notes

Podcast summary created with Snipd AI

Quick takeaways

The revival of live events post-pandemic highlights the growing importance of personalized attendee experiences and diverse offering options.

Efficient data collection and technological integration are crucial in enhancing logistics and overall guest satisfaction at live events.

Deep dives

The Thrill of Live Events

Live experiences, whether concerts or sports events, provide a unique thrill by connecting audiences with like-minded individuals. The post-pandemic revival of these events has sparked a renewed interest in understanding audience preferences and expectations. Key areas of focus include engagement opportunities before, during, and after the events, emphasizing how the overall experience influences attendee satisfaction. Recent trends indicate that audiences expect more customization, variety, and premium offerings to enhance their live experiences.

Intro

2min

Redefining Live Event Experiences

5min

Enhancing Event Experiences: Addressing Fan Needs and Improving Ingress

4min

Harnessing Customer Feedback for Event Success

11min

Driving CX Success Through Curiosity and Advocacy

5min

Maybe it’s a concert headlining Beyonce, U2, or Taylor Swift? Or perhaps your favorite NFL team is playing their rivals this weekend? Perhaps you prefer events that allow for some more personal creative expression like GenCon or Comic-Con? While we have our personal preferences, few things compare to meeting up with thousands of like-minded people or fans for live events. But those gatherings don’t just happen out of the blue, and just like any other business, the experience matters. And ASM Global just released a new study that highlights what audiences are demanding in regards to live event experiences. Host Sara Walker welcomes Alex Merchan, chief marketing officer for ASM Global, a venue management and live event production company, to discuss their recent study on global audience trends.

Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/give-the-audience-what-they-want/

Learn more about ASM Global at https://www.asmglobal.com/

Listen to more episodes at https://cxleaderpodcast.com/

Learn more about Walker at https://walkerinfo.com/

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