Customer Experience in Event Management
Are your guests craving unforgettable experiences?
Customer Experience in Event Management
Are your guests craving unforgettable experiences?
In a world where consumer expectations are rapidly evolving and visitors are seeking personalized experiences, event organizers aim to maximize participant engagement and satisfaction.
Our 360° approach to customer, employee, and brand experience is designed to operationalize data and establish a visitor-centric culture.
Ensure that every interaction, from ticketing to event exit, is memorable, that your staff is inspired and becomes brand ambassadors, and that your online reputation reflects the excellence you offer.
Continuous Survey – Voice of Customer
With our Hexia platform, you can capture visitor satisfaction in real-time, whether it’s for sports, cultural, or professional events. By continuously monitoring key customer experience indicators, such as satisfaction at each stage of the event (security, ticketing, food offerings, concessions, ambiance, cleanliness, and other services) and the Net Promoter Score (NPS), you can swiftly respond to feedback. This proactive approach not only helps improve your online reviews but also transforms negative experiences into opportunities for improvement, ensuring participant retention.
Mystery shopper Real Consumer
It is essential to measure the rigorous application of your standards during events, such as concerts, festivals, or conferences, to optimize the participant journey. Our solutions guide your teams’ actions on key aspects, ensuring a uniform, consistent, and exceptional experience. Our mystery shopper programs allow you to evaluate your employees without their knowledge and provide revealing insights into your teams’ operational performance.
Hexia.local
In the saturated event landscape, it is crucial to streamline the management of your online presence and customer reviews across various platforms. Our integrated solution helps you navigate these challenges by efficiently managing your event information and consolidating your reputation. With advanced tools for tracking and responding to online reviews, you can automate processes, optimize your visibility, and save valuable time.
Even More Event Solutions
Discover how Lanla and its customer, employee, and brand experience solutions can contribute to the success of your events.
Positioning and NPS Surveys
By combining our participant panel with your databases, we help you evaluate the reputation of your event, customer perception, as well as the motivations of both recurring and occasional visitors. You will be able to clearly position your event experience against your competitors, identify opportunities for improvement, and develop concrete strategies to optimize your events.
Employee Engagement Survey
Our employee engagement surveys are designed to identify barriers to your teams’ motivation, whether it involves management staff or operational teams. These annual surveys provide a detailed diagnosis of satisfaction across key aspects of the employee experience, helping you pinpoint areas for improvement and develop comprehensive action plans to encourage and retain your staff.
Conferences and Training Workshops
Ongoing training and awareness of customer experience are crucial for maintaining the quality of services offered. Use data from your customer, employee, and brand experience evaluation programs to train your event staff and managers on key elements for visitors. Our customized approach allows you to tailor training sessions and conferences according to your strategic priorities and specific objectives. We cover a range of topics, including participant retention, event journey management, employee engagement, as well as professional skills and conduct, to ensure your team is well-equipped to deliver a memorable experience.
Data Analysis and Valorization
Our customized approach transforms raw data into actionable insights, allowing you to tailor your events to meet participant expectations. With reports from our team of experts, you can track the performance of your events and adjust your decisions to maximize their impact. We can analyze data from a variety of sources (ticketing systems, social media, surveys, etc.) to provide a comprehensive view of the customer experience.
Environment, brand identity and promotional tools
Whether you want to strengthen your brand identity, develop a unique signature that resonates with your audience, or increase the visibility and recognition of your event, Lanla’s team is here to help. We offer creative solutions to differentiate your brand and products with tools such as event environment design (booths, structures, signage, walls, tables, etc.), point-of-sale advertising (POS materials), promotional merchandise, and more. Contact us to discover how we can significantly amplify your presence!
FAQ
How can you measure attendee satisfaction?
Distinguish overall event satisfaction from the experience at each stage: ticketing, arrival, finding your way around and services used. During the event, targeted feedback can flag an issue the team can still address. A Voice of Customer survey sent shortly afterward provides an overall assessment while memories are fresh. Review ratings alongside comments and, when there are enough responses, by day or activity. Ticket sales indicate attendance but do not replace feedback from attendees.
In this CX Minute, Christian Watier explains why the research purpose should guide the collection method and why a satisfaction survey should remain short and focused.
Why distinguish new and returning attendees?
An overall satisfaction score can hide different experiences. A new attendee is discovering the entrances, signage and how the event works; a returning attendee may compare the program and services with previous editions. Ask whether this is their first time attending, then compare responses on shared aspects without assuming what each group expects. This analysis of the results helps distinguish difficulties navigating an unfamiliar event from disappointment about a change. Check the number of responses in each group before drawing conclusions, and account for the activities people actually attended. You can then identify improvements relevant to each audience.
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