CX is about the Complete Experience, combining core and ancilliary experiences. On Broadway it extends from ticket booking to post-show entertainment. I talk to Srinivas B Vijayaraghavan on Zykrr — The CX Monetization Company’s CX Monetization podcast about the challenges of creating a Complete Experience in theater shows and how brands can to be thinking about it.
#cx#customerexperience#broadway
We spoke about the performance, which obviously the core experience of Broadway, but do they also look at designing experiences for from the time you, let's say, buy your ticket to entering the theater to being sat in and you're getting the reading material and all of that? How much of effort goes into crafting customer journeys around the show? So I think that depends on the show and. There are a lot of different entities on Broadway, for example, that handle different parts of the customer journey. So it's really hard if I'm the producer of the show tab influence on every part of that journey. However, the industry has been around a long time and they work really hard in making the customer experience as good as they can. So you know, you have Ticketmaster and Telecharge, who are the two primary ticketing services the the producers of shows. The creators of shows can't influence Ticketmaster or Telecharge. It's very difficult to do, but you can get feedback. You can help them understand the value of making the experience for the customer as smooth and as as good as possible now when they walk into the theater. Now the ushers and the ticket takers that everybody in the box office, they are managed by the theater owner. Again, the producer can't necessarily influence that or the show can influence that too much. However, if you have a good relationship with the theater owner, you can't tell them, look, we would like this experience to move in this direction And, and of course, they're highly professional and those ushers are amazing and they want you to have a great experience too. So they're not doing things to try to, they're all trying to have. To help the customers have the best experience they can, especially because they know everybody's paying a lot of money for that ticket. Absolutely, Yeah. Now. On the flip side, the design and the experience, when you walk into the theater, once you're sitting in the seat, that's the show, right? What's happening before the show starts? What kind of environment are we creating with music or lights or et cetera? There are shows that are more immersive than others. One Off Broadway show called Sleep No More, The experience started as soon as you walked in the building, right? The way they spoke to you, you took an elevator up into this building and you. It was an immersive theatrical experience. You walked around and you were amongst the actors. Yeah. And everyone had a mask on who wasn't an actor. And they told you you had to keep your mask on. But they gave you very explicit, authoritative instructions in the elevator to set the tone for the experience you're going to have. But not only that, the way they designed the elevator, the way they designed the hallway that you walked into, the experience with the ticket takers, with everybody. Was intentionally designed to match the aesthetic of the show, right? So people do that and that experience extended into the after show experience because when you finished the show, you were led into a, a, a bar restaurant environment and the same vibe in the same field was in that space that they had and they were really, really intentional about that so. You can create experiences for your customers that start from the moment they. They respect, they're aware of you, right? Like, you know, and like any good marker knows, you have to do that and you have to connect it. At Sicker, you know, we're very intentional about connecting our brand. Values across the experience for our customers, right? Yeah.
Andrew Asnes, this is a very insightful interview. It makes me think of US healthcare (especially acute care). For a personal example: in 2013, I had a one-level fusion in my neck. The different stakeholders (each not easily influenced by any other person in the entire patient journey) were:
- Emergency Room physician
- Primary care physician
- Pain specialist physician (epidurals)
- Neurosurgeon
- Imaging center
- Radiologist
- Medical device manufacturer representative (for implant)
- Hospital
- Anesthesiologist (MD)
- Anesthesia nurse (CRNA) (a different practice than the MD, in some cases)
- Neuromonitoring (monitoring during surgery)
- Orthotics (Miami J collar used in recovery)
- Physical therapy
- Pharmacy/pharmacist
- Pharmacy benefits manager
- Third-party (benefits) administrator
Each had a dramatic (in one notable example, negative) impact on my patient journey but it was difficult to coordinate across all of them.
Do you have insights into how complex, multi-stakeholder customer journeys (like your Broadway example or my patient journey example) can minimize the risk of negative CX overall?
Loved this conversation, Andrew Asnes!
The idea of a Complete Experience — from booking to post-show — captures exactly how brands should be thinking about CX today. Thanks for bringing such a unique lens to the CX Monetization podcast!
💬 “It’s not about doing less, it’s about doing what matters.”
In our latest Beyond Business episode, Melinda Robinson joins Kylie Denton and Arthur Kallos to explore the real cost of over-functioning and why giving ourselves permission to pause can change everything.
🎧 Listen on Spotify https://lnkd.in/gSHcviyW
Or catch the recap below, a timely reminder to redefine success on your own terms.
I’ve seen it happen too many times— #brands and artists spend months preparing for a #launch or collaboration. The hype is real, the #fans are ready… and then the system crashes.
It’s not the brand’s fault. It’s not the artist’s fault. It’s the vendor failing at the final hurdle. And all that work, all that momentum, gets squandered.
That’s why we built #Fanfare—to take the chaos out of launches and give fans and brands the experience they deserve.
🎧 Full episode: #ChrisVossPodcast
There's a new episode of The Aha Moment 🎙️ streaming now!
On this episode, Elizabeth sits down with Joshua Howard, Director of Talent Development for Seneca Gaming Corporation, to discuss what happens when disruption hits a team. Whether it’s turnover, conflict, or unexpected change — trust is usually the first casualty.
In this episode, we dig into:
✅ How leaders can prepare ahead of time to minimize the loss of trust and momentum.
✅ What to do after the fallout — when the disruption has already happened and the team’s struggling to regain footing.
✅ Practical steps to rebuild credibility, connection, and clarity.
🎧 Listen on Spotify: https://lnkd.in/gt___diT
📺 Watch on YouTube: https://lnkd.in/gNFTvz8r#LeadershipDevelopment#TeamDynamics#TrustInTheWorkplace#ChangeManagement#TheAhaMomentPodcast#DecisionAssociates
Considering a career in Broadway drumming? Here are three compelling reasons to subscribe to Broadway Drumming 101. First, gain insights directly from the drummers of Broadway's biggest shows. Second, learn the essentials for landing a Broadway gig, maintaining it, and building a lasting theater career.
Beyond a podcast, it's a community offering exclusive lessons, stories, and insider knowledge. Perfect for those serious about drumming or simply curious about the Broadway scene. #BroadwayDrumming#TheaterCareer#MusicEducation#DrummingCommunity#MusicianLife
Had the pleasure of joining the MadTech Podcast last week to discuss some of the developments in media and tech, from TikTok’s evolving business landscape to the challenges independent publishers are facing, and the stance of UK broadcasters in the streaming era.
Andrew Asnes, this is a very insightful interview. It makes me think of US healthcare (especially acute care). For a personal example: in 2013, I had a one-level fusion in my neck. The different stakeholders (each not easily influenced by any other person in the entire patient journey) were: - Emergency Room physician - Primary care physician - Pain specialist physician (epidurals) - Neurosurgeon - Imaging center - Radiologist - Medical device manufacturer representative (for implant) - Hospital - Anesthesiologist (MD) - Anesthesia nurse (CRNA) (a different practice than the MD, in some cases) - Neuromonitoring (monitoring during surgery) - Orthotics (Miami J collar used in recovery) - Physical therapy - Pharmacy/pharmacist - Pharmacy benefits manager - Third-party (benefits) administrator Each had a dramatic (in one notable example, negative) impact on my patient journey but it was difficult to coordinate across all of them. Do you have insights into how complex, multi-stakeholder customer journeys (like your Broadway example or my patient journey example) can minimize the risk of negative CX overall?