Audience Relations

Customer Centric Marketing Tips All In One Place

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I have been writing about the importance of providing audience focused marketing and experiences for a number of years now. These three links are just representative of  the hundreds of posts I have made on the subject. Even having written all that, it is often difficult for me to remember all the tips and ideas when it comes time to put them into practice.

Therefore, I was happy to see that Ruth Hart posted her “Three foolproof tests for customer-centric arts marketing” on LinkedIn. Additionally, she provided a link to a customer-centric arts marketing check list on her webpage. I eagerly downloaded it last week and it is great.

Now if you go to download the check list, you will note that she asks for your contact info in exchange for the list. That may make you a little wary of providing it. You don’t know how your contact info is going to be used. Is Ruth going to start spamming you will emails trying to sell you a service?

I mean, I am pretty sure someone scraped my contact information from LinkedIn or married my email address from one source to my LinkedIn profile because I get repeated emails about franchise opportunities referencing an former job title and location from people every week with subject lines saying “Re:Re:Re:Re: Executive Director opportunities.”

Stuff like that is pretty annoying.

But I have a pretty high level of trust in Ruth to conduct her communications in a constructive manner. I have been following and interacting with her for awhile and she seems to practice what she preaches in terms of not doing stuff like spamming ticket buyers, etc with sales pitches or donor requests.  She writes about how that will erode relationships with audiences and community, and from what I have experienced she seems to follow her own advice. I haven’t gotten spammed by her yet.

And no, the link I provide to her check list isn’t some sort of affiliate program where I get something if you sign up.

While I would usually like to excerpt multiple suggestions from that list, I want to honor the work she did to put it together.

Except, I will note that this post does reflect one of the points on her list and include that one:

Provide info to eliminate “threshold fear” such as concert running time, what to wear, and other FAQs

By trying to assure you, quite sincerely, that my experience thus far has shown me that Ruth won’t spam you if you provide your contact info in exchange for her list, I am attempting to eliminate a type of threshold fear you might have.

ASL As Part Of The Performance Rather Than Reporting The Performance

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There was a really interesting article in Dance Magazine about artists using American Sign Language (ASL) as part of dance performances or to underscore movement in shows. One choreographer, Bailey Ann Vincent, says that she knows most of the audience is hearing, but if there is someone that communicates using ASL, they will have a richer experience:

For Vincent, using ASL in her choreography—which might mean incorporating a sign to emphasize an emotion a character is feeling, or to communicate what a lyric is saying—is both an artistic choice and an accessibility-related one. Though her audience is mostly hearing, “I still try to approach all our shows assuming there might be someone who is Deaf in the audience,” she says.

Another dancer said when he was asked to move beyond the role of an interpreter for a performance, it changed his perception about the role of ASL as a medium of communication.

…“She asked me to represent all sounds in sign language, and also use my body as a dancer,” says Kazen-Maddox. “It was the most mind-shifting thing for me, because I was seen as an artist and a dancer and a performer, and was also representing in sign language everything that was happening.”

The experience was the beginning of a shift in Kazen-Maddox’s career, away from simply facilitating communication between­ Deaf and hearing individuals as an interpreter­ and towards an emerging genre Kazen-Maddox calls “American Sign Language dance theater.” But it was also indicative of a wider shift in the performing arts, one that is more artistically fulfilling for Deaf and ASL-fluent artists and that also repositions accessibility: Rather than something tacked on to and separate from the performance, it is something deeply ingrained and integrated.

But as you might imagine, as the use of ASL as an artistic element increases, there are concerns about it being co-opted. It is important to remain conscious and thoughtful about the intent behind the use of ASL as an artistic element and avoid employing it in a superficial manner or in the service of ill-considered goals.

…And when hearing artists and audiences value how signs look over what they mean, the fusion of dance and ASL can become offensive rather than enriching. Antoine Hunter..gives the example of a hearing choreographer asking him to “reverse” a sign because it would look cool, which then made it meaningless or changed it into a distasteful word.

“When people who are not native signers see ASL incorporated with movement, they’re like, ‘Oh my gosh, it’s so beautiful,’ ” says Alexandria Wailes, a Deaf dancer and actor, through an interpreter. “Which is valid in its own right, but ASL is a language that is tied to culture, communities, and history. It’s not just something that you look at or do because it feels cool and it’s beautiful.”

Growing Trust And Confidence In Times Of Decline

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Seth Godin recently made a post citing a Brookings Institution survey series that showed a decline in confidence in multiple institutions and companies since 2018.   Godin notes that some of the decline may be due to news and propaganda eroding the general perception of institutions with which people don’t regularly directly interact. But he suggests that by and large, the diminished confidence is due to companies trading trust for short term profit.

Amazon and many other companies went from investing heavily in being reliable, trustworthy and fair to taking persistent steps to trade these valuable assets for quarterly results. It’s worth being clear about this–they did this intentionally. They decided that the confidence consumers had placed in them wasn’t worth as much as the shortcuts they could take to increase profits instead.

Near the end of his entry, he writes:

This is the opportunity you’ve been waiting for–to become the one that earns the benefit of the doubt.

As I was reading his post, I was thinking along the same lines. Surveys have shown that arts organizations, and particularly exhibit based experiences like museums, parks and zoos have been enjoying an increased level of trust since Covid restrictions have ended. The ability to control spacing between oneself and others in exhibit based experiences gave them a slight advantage over performance based entities, but both types of spaces have earned a greater measure of trust over the last couple years.

There is an opportunity to retain and grow that trust by examining interactions with experience participants to ensure you aren’t undermining that trust with anything that appears to be trading it for easy gain. There will always likely be some negative interactions people will have with your organization, but those interactions won’t necessarily significantly diminish the level of trust people have if it is handled well.

After all, we have probably all had interactions where we got what we wanted, but still had a sense that we were held in low regard by the company and organization. Air travel immediately comes to mind. Many people can probably remember two-three instances where they were on equally crowded travel conditions, but you felt more attentiveness and care being paid in one instance versus the others.

Think about how you can continue to exhibit trustworthiness and care, and potentially grow that in contrast to people’s experiences elsewhere.

Who Will Make Classical Music The Next Old Spice?

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So hattip to Ruth Hartt who linked to a piece by David Taylor who argues that we shouldn’t be linking the lack of music education in schools to diminishing audiences for classical music. He points to the fact that other musical genres enjoy a fairly good level of support despite not being included in a formal curriculum.

….classical music education continues to be invested in significantly higher than other music genres. If you drive past a school, you will see students carrying violins, tubas, flutes, cellos, and all manner of classical instruments. But you won’t see some poor kid dragging along a set of turntables to school. I don’t think there is a person alive who has said “I’m not really into Electronic Dance Music, and that’s probably because I didn’t have access to DJ lessons as a child”.

EDM, Dubstep, Grime, and Hip-Hop have all thrived over the years despite there being no formalised music education. The significant majority of people who enjoy pop and rock music won’t have come to enjoy it through music education.

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It is counterproductive, elitist, and dangerous for us to keep shouting about how we need music education to save classical music audiences as it reinforces the idea that you need to be educated in it to enjoy it, and if you are not then classical music is not for you.

He goes on to cite a number of studies which have been published over the last five years that find that younger generations (under 35) actually listen to classical music more frequently than their parents. From a quick scan of some of the studies, this listening seems to be happening outside of concert halls.

But they are listening and their numbers are growing, Taylor notes. What needs to happen is to give these audiences a reason to enter the concert hall, if that is where organizations want them to be.  He cites brands with uncool images like Old Spice which have worked to re-position themselves. (I would add Stanley cups to this). He points to Marvel which expanded their audience from consumers of print media to movies and television.

It certainly isn’t fast or easy to accomplish this sort of shift. It took Marvel awhile to hit their stride. I remember a number of misses and flubs before the first Iron Man and Avengers movies came out.

There is a fear that any changes that are implemented may alienate current audiences who provide admittedly dwindling support. But younger generations may have different ideas about how and where they want to experience classical music. The most effective approach may not typically put both groups in the same spaces as each other.