Why Did We Choose The New Brand Identity? Or What Have You Done to Louie!

Brands are funny things. Think about it. We take an icon, and fill it with meaning. Have a look at this:

You know what it is immediately – but more importantly – you feel something about it. Good or bad, you feel it. And we do it over and over and over again with brands. Apple, Coke, even brands in the arts industry – we pour emotion into them.

Because of this, rebrands can be risky. Remember Gap’s rebranding misstep?

That is why we have taken our own rebrand slowly. With plenty of time for research and feedback.

Our current brand – black and deep pink with Louie at the helm – has been with us for a long time. Louie has always been a part of the brand and we have tried our best to imbue him with a little personality when we can. But as much as we love Louie he couldn’t quite capture the company we have evolved into.

As we started to explore where we wanted to go with the new branding, the first step was trying to hone in on our core values – figuring out who we really are. Part of that process was also getting a better understanding of how customers viewed us.

Through our early research, there were three main ideas that stood out about the perception of Ticketsolve: our excellent customer support, our human approach to everything we do, and Ticketsolve as problem solvers.

These ideas really seemed to resonate with customers, but equally important, they resonated internally. Especially intriguing were the ideas around friendliness and solving problems.

The challenge was how to visually communicate these ideas. How do we encompass all that in a brand identity? Could Louie do that for us or did we need something new?

Working with a Professional Branding Company

Working with a professional branding company has meant we were able to explore these ideas further. They were able to bring our story to life exploring the idea of Ticketsolve as problem solvers, while still keeping the very human face of Ticketsolve intact.

The Brand Story

The idea we hit upon when thinking about Ticketsolve’s main messages, was around the idea of a puzzle. Puzzles are really interesting as a concept. There are many pieces, when put together form a coherent picture. They can be simple or complex. You can work on them by yourself, but it is much more fun to work on them with others. They require problem-solving skills, the ability to see the bigger picture and even creativity.

Puzzles are a great analogy to our Ticketsolve work.

The incomplete puzzle represents potential challenges and problems arts organisations face. Ticketsolve helps to solve the puzzle. We help arts organisations overcome these challenges, through a feature-rich platform, and direct collaboration and consultation with customers.

The Brand Identity

Our new brand id is a tangram (dissection puzzle consisting of flat shapes called tans). When the geometric tans are put together they can form a variety of different shapes.


For Ticketsolve, this works well on so many levels:

  • Features: Breadth and depth of functionality
  • Service: Working closely with customers to make sure they achieve their goals
  • Community: The Ticketsolve community
  • Development: All the parts working as a whole

Both visually and conceptually the puzzle can be an engaging a unique way to convey our messaging.


The entire tone of the branding is to build off of the Ticketsolve name; solving problems with a human approach. We wanted to communicate our passion for the arts, our drive to work together with arts organisations and make them stronger, and that we are always there to lend a hand.

The tone of voice is passionate, positive and friendly.

One glaring problem with the puzzle idea was that it needed a bit more personality. So, we opted on a second level of imagery using photography to capture the human side of Ticketsolve. This combination of people plus the tans really captures the people plus problem-solving brand ID we wanted to communicate.

Where Are We Now

We are now in the process of designing and developing the imagery for the website and collateral. Our mid-March deadline was a little ambitious, so we are a ways yet from completion, but we needed to make sure we got it right.

We hope we’ve given you a better feel for the branding we have chosen. We’d love to hear your thoughts on our new look!

Welcome Ben!

We are delighted to announce a new member of our support team – welcome Ben!


Ben is an arts guy through and through, having worked with Spektrix prior to joining us. He has been involved in projects with Sheffield Theatres, Chichester Festival Theatre and Town
Hall Symphony Hall in Birmingham to name a few.


We are incredibly delighted to have him join Ticketsolve where his in-depth box office and ticketing experience will be an amazing asset for our customers, especially during onboardings. His experience includes project management, customer support, as well as direct box office and systems management experience (when he worked with The Lowry). In his spare time, volunteers on the management committee of an amateur dramatic society where he helps out backstage and with sales and marketing.


Ben is based in the UK, so we are certain you will be seeing a lot of him – if you have not already.


Drop him a line to say hello!

Does Real Social Media ROI Exist?

There is a lot of information on social media ROI, finding it, measuring it, and maintaining it. How do you best measure it? What about other “fuzzy” benefits? In this post, we’re getting to grips with the beast that is social media ROI.


First . . . Goals.

Before even starting to think about ROI, we need to consider what our goals are for each social media channel. Customer acquisition, clicks, offers, competitions, etc. Clearly knowing what you expect from each channel – and knowing what success looks like is our first step. In the case of venues, theatres and festivals those goals might be to increase customer service, boost ticket sales, see a rise in offers or discount use, online contest signup, membership signups, video views or something else. Not everything need be a sales goal, but all your content needs to be ultimately driving to a sale. And remember that some channels are good at driving sales, while other channels might be better for customer service. For example, Twitter is a great channel for running contests, offers and managing some aspects of customer service. 


Which Platform?

Well, that depends. Where is your audience? Who is your audience? When are they on social media? They might be spread out or they might all really live in one place. Using some analytics, get into your data and find out where your audience and fans are – that is where you need to be as well. That said, some channels are definitely better than others depending on your goals. So for example, Facebook is ubiquitous – this is one channel you have to be on. Pintrest? If your audience is mostly women and you are focused mainly on lifestyle or products – then it is definitely for you. For most Ticketsolve customers, Twitter, Facebook and Instagram work best. But again – take a look at your audience personas – where ever they are is where you need to be. We can email you Ticketsolve’s Creating The Perfect Campaign Playbook which can really help you devise the best strategy.


Get Tracking.

For years, we’ve attended the AMA conferences and Theatre Forum conferences, where the virtues of social media have been – very rightly – touted. But measuring the success of these campaigns has been notoriously difficult. But with the right tools, you can start to visualise how successful your campaigns are. Our next step is to start building a picture of ROI for your campaigns. In order to do that you need some tools. Ticketsolve’s Facebook and Google Analytics integrations mean you are already on your way to getting rich social media data. There are a ton of tools for tracking and measuring your data – some free, others not. Our suggestion is to start with the basics and build up from there as you gain understanding and determine exactly what your arts venue needs.


How Ticketsolve Can Help You Determine ROI.

So now let’s take a look at how to determine ROI from your social media campaigns, using a real Ticketsolve customer as an example.

Using Ticketsolve’s integration with Facebook, our example 300+ seat theatre is able to take a deeper view into their ROI to understand which campaigns are working and which ones are not. This focus on ROI means that the theatre can adjust their social media activities quickly. Utilising Facebook so efficiently means they save time and money, and get much better reach. For example, in the last year the theatre ran 719 campaigns on Facebook with a reach of almost 400,000 people. The ROI from these campaigns? From the 719 campaigns they saw an ROI of 338%. One campaign saw an astounding ROI of almost 3900%.

This ROI translates into Facebook campaigns generating real revenue of almost 10% of their online sales in 2017.

In addition, the theatre uses Ticketsolve’s Facebook Pixel integration. This allows them to monitor their data even more closely, and make adjustments to campaigns to improve ROI. Ticketsolve’s Facebook Pixel integration data, also gives the theatre an accurate representation of their audience’s behaviour, helping to close the loop on the customer journey and experience online.

Finally, using Ticketsolve’s Google Analytics integration, the theatre tracks and reports website traffic, and can begin to make direct correlations to social media links and purchases. Coupled with Google Adwords, they can review online marketing campaigns and review landing page quality and online conversions, across desktop and mobile. The ability to really dive deep into their data, and tweak their campaigns has allowed the theatre to see a sizeable lift in their ROI on social media and Google Adwords in the last 12 months.


Closing the Loop: Remarketing.

One the key benefits of tracking and measuring your data so finely is the ability to remarket to your customers. In order to remarket, you need to be able to understand where customers are falling off the purchase process. Ticketsolve is fully integrated with Google Analytics, and Facebook Ads giving you full visibility of your customers’ journey. This high level of clarity allows you to adjust marketing campaigns and events to improve your ROI.

With this data, you can then re-engage customers with Google Remarketing Ads, even within MailChimp, to draw them back in. Remarketing really boosts your ROI – maximising every pound or euro you spend on social media and beyond!

Why not try measuring ROI, and remarketing now? Try these tips from Mailchimp on making the most of social ads during the holidays.





Box Office ROI: Is Your Box Office Delivering Value?

You and your teams work hard every day. Putting in time, energy and effort into everything they do. The technology your teams use needs to work hard as well, and it needs to help not hinder your team. What happens when your critical systems are not delivering on their promised returns? Your team will end up spending time and energy (and money) on work arounds, instead of where they really need to focus. In this post, we’re asking . . .is your box office platform delivering real ROI?

The basics of ROI

When we are looking at ROI, we can look at it regarding positive ROI and negative ROI. Negative ROI is when, for example, your team spends all its time dealing with email broadcast issues rather than it being a simple process. Technology, in this case, is wasting time and money – and giving not much back. Positive ROI is when your team can use technology efficiently, and your return on investment is equal or more. Technology, in this case, is giving a lot back.

Looking at ROI is useful for when you are planning on changing your platform of course, e.g., is this new provider worth the money.  But looking at ROI can also help analyse past investment decisions rationally, and help you move on if you must. Ask yourself: is what you’re doing/using now helping you reach your goals? How is what you’re doing/using augmenting your digital strategy? Are you building more meaningful relationships with your customer base.? Are you re-engaging effectively with lapsed customers? Are you being informed about best practice?

Get the whole picture

Keep in mind when evaluating ROI you need to take a look at the whole picture, not just the impact of a particular technology’s affect on one area of your theatre or venue. For example, box office platforms and solutions, impact much more than just the box office. A well-integrated platform can have benefits to marketing, management, and even help support your brand. Conversely, a poorly implemented solution can negatively impact all areas of your arts organisation.

Lifetime cost

ROI also goes beyond just cost versus net gain. Take for example, for a box office platform with license fees or user limits. As your box office grows, so do your costs, thus increasing the lifetime cost of that investment. While that will always happen to some degree, it should not hinder your growth. Consider also any added support plans or maintenance and upgrade costs. These can all impact the total ROI from your investment over time.

Opportunity costs

Opportunity cost means the missed chance to do something else that might have saved or made your venue money. For example, if your team is spending too much time on work arounds for example, instead of being able to work on other areas of your organisation, this could significantly impact your revenues. Consider as well, any downtime due to upgrades or support issues. Again, these can adversely affect your venue.

Other hard to measure costs

Taking a hard look at time and effort costs is also a useful measure. For example, you may feel that it takes too much time for your team to manually set “go-lives” for your full programme, but how do you measure it? Maybe try and time how long repetitive tasks take, versus using a system like Ticketsolve where those tasks can be automated.


We’re all for data, but sometimes it is the intangibles that are the real heroes of an ROI story. For example, maybe being able to capture richer customer data will allow you to broaden your reach to new audiences. Or maybe working with an easy to use system like Ticketsolve, improves everyone’s work experience, boosting morale. Perhaps your membership team loves the type of functionality in Ticketsolve because it just makes everything easier to do.  There is no concrete number you can attach to intangible benefits, but these sorts of benefits still add to overall ROI even without hard and fast numbers.

Take some time and reflect on ROI, are you getting the most from your box office?

Why Net Neutrality Matters

You may have seen the news coverage or maybe you saw the front page of Reddit yesterday. Americans are fighting hard to save net neutrality. We wanted to take a moment to explain why net neutrality is important, and how the goings on may effect the UK down the line.

What is Net Neutrality?

From Wikipedia: “Net Neutrality is the principle that internet service providers (ISPs), and governments regulating most of the Internet must treat all data on the Internet the same, and not discriminate or charge differently by user, content, website, platform, application, type of attached equipment, or method of communication.”

In other words everything is equal on the Internet. Net Neutrality ensures data equality in a sense.

Without net neutrality, ISPs could block, slow down or charge for certain content on the web. For example, Verizon Wireless has been accused of slowing down Netflix and YouTube speeds, while no other sites were effected, and Comcast was also accused of purposely blocking P2P networks back in 2009.

Without net neutrality, ISPs could act as gatekeepers to information, allowing them to control which websites load quickly, which load slowly and which do not load at all. And this is before we get into charges to the consumer. This would allow ISPs a huge amount of power over content.

Are your alarm bells ringing yet?

What is the situation for Net Neutrality in Europe?

In 2015/2016, Europe had a similar net neutrality fight. In the end, thankfully, net neutrality was strengthened and protected in the EU, and has been lauded as a triumph in European digital rights. It would be incredibly difficult for net neutrality to be rolled back in the EU.

In a published open letter calling on European regulators to “save the open internet.” signers stated:

“Strong guidelines will protect the future of competition, innovation, and creative expression in Europe, enhancing Europe’s ability to lead in the digital economy,” the letter said. “They will ensure that every European, no matter the color of their skin or the size of their wallets, has an equal chance to innovate, compete, speak, organise, and connect online.”

So, “we’re fine, what’s the big deal”?

Yes and no. There are a few examples where net neutrality doesn’t exist, and we can see what ISPs have done. Portugal and New Zealand have bundling already, and the UK, where there is some net neutrality, ISPs have been experimenting with bundling. This effectively creates a “two speed Internet” – the haves and haves not if you will. Depending on the tier you pay for you, you will get certain bandwidth, or specific sites – for a price of course.

So for the moment, in the UK, EU net neutrality rules apply. However, with Brexit, those rules can be amended or even rolled back. Observers are concerned about some of the long term impacts of bundling experiments in the UK, stating that while in the short term they may seem like good deals for consumers, (notwithstanding having to pay for something that was once free) they can stifle competition.

What does it mean for arts organisations?

Did you know that a 1 second delay in page response can result in a 7% reduction in conversions? Page loading speed can hugely impact your revenues. If ISPs relegate certain websites to the “slow lane” – and your site happens to be in that category – that will impact your organisation for certain.

So while the net neutrality fight is won for now in the EU, for the UK, it is something we all need to keep a close eye on.


Cutting Through the Social Media Noise

We talk a lot about the benefits of digital marketing, how to use it and how to optimise it. But your customers have to sift through a lot of information before they can even begin to hear your message. How do you cut through all the social media noise?

This week, we are going to look at how best to stand up, stand out and get noticed in the sea of digital media marketing.

Even if you try to keep to the minimal of just Twitter and Facebook, the amount of digital noise can be overwhelming. It can feel like a daily barrage of offers and ads, without ever really resonating with you. Your customers are in the exact same boat, the difference of course is that you have to play the other side as well and get your message heard. In order to get heard, you have to first be relevant.

What are you selling?

This may seem like a basic question. It is and isn’t. Of course what you are selling is a show/an experience. But, if you dive a little deeper, you can really hone into the right audience with the right message – helping your message to get views. For theatres and cultural organisations, you might think about what specifically makes your venue different, what is on offer that might really draw in your audience. Is there an opportunity post show for people to hang out your cool bar? Promoting that to the right audience can do wonders for your visibility.

What content do you have? What can you repurpose?

We’re all for reusing and repurposing content. Think about how you can take an email campaign and turn it into an Instagram story, as well as a live twitter chat. There can be a multitude of ways to repurpose even old content and make it new again. Not only does this save you time, but it allows you to use your content in different ways for different audiences. One bit of content for many!

Who is the target audience?

Not every show is perfect for every person and audience. Aiming your content at the right audience helps to grab attention and cut out the noise. Don’t use the same content and messaging for everyone, change it up to fit the audience profile. Try a few tests as well. This doesn’t have to be super formal, you can even test it with friends that fit the user profile. Testing helps to hone your message so you know it will get through.

Make it connected – online and offline need to be on the same page.

If you are also using offline marketing channels, be sure to coordinate them with online channels as well. Consistent messaging across all channels, plus a coordinated effort both online and offline helps to surround your customer and get your message through.

Remarketing and retargeting

Some people use remarketing and retargeting interchangeably. While they are similar in what they want to achieve (bring back a non-purchaser), they are a little different in strategy. Typically retargeting using cookies to drop relevant ads to bring customers: 1. User comes to your site 2. User browses away from your site without purchasing 3. Cookies drop an ad while user is away from your site 4. User comes back to site. Remarketing usually uses email to bring customers back: 1.User comes to site 2. User browses away from your site without purchasing 3. Triggers an email workflow with offer or similar to bring customer back.

Retargeting and remarketing can be used in combination or separately. What is great is that both strategies are targeting customers who have shown some interest, and can be enticed back – a much easier proposition than finding cold customers.

While Expedia is clearly not an arts example, their remarketing ads have hallmarks of the three things your ad/post needs to do to get attention.

The ad/post, is well targeted and engaging (last minute deals), uses an eye catching image, and has a simple CTA (book now).

Real time marketing

Oh man when it works it is brilliant and when it doesn’t well . . .

Real time marketing uses current happenings, holidays etc., to create engagement. TV events, major and even minor holidays, milestones, politics, newsmakers and even witty retorts are all great examples of real time marketing. The best ones feel real, unforced and are typically funny. Use with caution of course, but certainly worth a try when the opportunity presents itself.

Some brands that have really done this well have been FlightRadar24 and their tweet on Friday 13th and flight 666 to HEL

This is a great timely, funny tweet that got a great amount of viral attention.

Or how about Stoli’s great Instagram post on Donut Day featuring an espresso cocktail paired with a donut. A great way to take a random holiday and grab attention.

Personalise content

Personalised content is a powerful way to stand out. Using data to help build personas, you can change your content in subtle and powerful ways to make it personalised and meaningful to customers.

Some great examples of personalised marketing are Spotify recommended playlists or Amazon recommendations.

Ticketsolve’s recommendations feature is another great onsite way to market other products and shows to customers already on your site.

Personalised marketing is an area we will explore further in another post, as it is an up and coming area in marketing.

Engage Influencers

Influencers are people in your fan base or elsewhere that have sway in your target audience. The trick here is to get influencers to share your content to get more impact and more eyes and more traffic. For example, if you use Pinterest, good news! Pinterest has low comment levels – though high views. If you comment on an influencers post, they will likely get seen – and can help boost your engagement level on that platform. Taking a closer look at your followers and fans may also dig up influencers, allowing you to engage with them better.

Don’t leave good old discounts!

And remember traditional discounts work wonders as well! Weaving old ideas into new ones is a great way to get noticed. For example, consider a “tweet your pic” campaign with an offer of a discount for the most votes/best pics, try location based texts to draw people in. Even a Twitter based customer support strategy can help cut through the digital noise, building your brand awareness and increasing customer engagement.

#MeToo: The Arts Have A Responsibility to Help Tackle Sexual Harassment

As more and more details emerge from every industry, and across the globe – workplace sexual harassment has been brought to the fore again – and with powerful voices for change this time around.

The statistics are enraging:

According to the FRA, The EU Agency for Fundamental Rights, more than one in two of EU women surveyed have experienced sexual harassment since the age of 15.

Last year, a poll conducted by TUC revealed that 2 in 3 women experienced sexual harassment at work in the UK. That accounts for 50% of women in the workplace. Sadly I wonder if that figure is actually higher, due to fear of reprisals resulting in under reporting.

While the recent high profile cases have shone a bright light on how pervasive the problem really is, more and more it seems we have only scratched the surface.

Sexual harassment in the workplace spans industries: from food service and retail to education, tech companies, government and as we have all seen in recent months to the entertainment industry.

It doesn’t have socio-economic barriers or gender barriers. It doesn’t matter what country you live in, what your sexual orientation is, whether you are young or old, or what your education level is, sexual harassment can be found everywhere. While the great majority of workplace sexual harassment happens to women, men and boys can and do suffer as well. And if we think the arts community is immune, we can think again.

In the UK and Ireland, and other countries as well, there are laws against sexual harassment (The UK’s 2010 Equality Act protects against sexual harassment), but many feel that laws are unclear and that the fear of reprisals and retaliation keep many people from reporting incidents.

Even as some surveys show that 70% of companies and organisations provide some form of sexual harassment training in the workplace, and 98% have sexual harassment policies – still it persists.

So what is going on exactly?

First, to be clear, sexual harassment in the workplace is usually about power and control. When companies are informed of harassment, and do nothing, this sends a clear message that harassment is tolerated, giving the harasser and others the green light to continue their behaviour. For victims, it feels like the company will do nothing so what can they do anyway?

One Harvard Review study stated, “some people stated that sexual harassment was just something they had to put up with.” What’s more witnesses to harassment seldom reported what they saw as well, saying, “I didn’t want to rock the boat.”

Significantly, many people and witnesses don’t report sexual harassment because often, companies try to minimise what is happening or want to sweep the issue under the rug. In some cases organisations have been down right hostile towards those reporting harassment rather than investigating the matter. Many people reported fearing retaliation and feeling intimated as reasons for keeping quiet. Job loss, fear of poor future prospects, fear of gossip, and creating a bad working environment for speaking up lead many to stay silent.

In addition, many people in the survey spoke about trying to downplay or diffuse a sexual advance. In doing so, it would neutralise the situation in the short term, but unless reported – and acted on – gives harassers the idea that such behaviour is fine.

So what can we do in our own organisations?

  1. Assign someone to be in charge of your policy and be the point person in your organisation for reporting incidents.
  2. Be sure to communicate clearly your organisations policy on sexual harassment. Have a written policy in place for people to access.
    – Clearly define what constitutes harassment.
    – Include examples.
    – Explain the process of reporting.
    – Outline how HR or administration will handle the process.
    – Explain what disciplinary measures will be followed.
    – Clearly state that all complaints are treated as confidential.
  3. Have a clear reporting system in place, so that everyone knows how to report an incident and knows exactly what will happen during each step of the process. This level of clarity can help reduce retaliation and gossip and can help victims understand exactly how incidents will be investigated.
  4. Teach people about the bystander effect and what to do if they witness someone being sexually harassed.
    – Make observers aware of the problem so they can identify it when they see it.
    – Teach people that help should always be given.
    – Remind people that we are all responsible for stamping out sexual harassment.
    – Have a clear process in place for witnesses to use for intervening and reporting.
    – Encourage everyone in your organisation to report or intervene if they see sexual harassment.
  5. Check your organisations culture.
    – Anonymous surveys can help you to understand exactly what is going in your organisation in a way that feels safe for everyone.
    – Zero tolerance policies and a management that is committed to stamping out sexual harassment creates the right atmosphere and culture.
    – Explicit training and a supportive environment are keys to creating  a safe environment.
    – Traditionally male dominated industries are typically worse for sexual harassment culture, as are higher echelons of management, again traditionally male dominated.
    – Remember that while the vast majority of sexual harassment is directed at women, men can also be victims – take all reports seriously and act accordingly.

If there is a silver lining in any of this, it is that there seems to be that these issues are finally coming to the forefront. It feels like we can finally make some progress and say enough is enough. One great example of an arts organisation being proactive on the issue is The Royal Court in London. You can read more about the day of action held there No Grey Area as well.

As Helen, here at Ticketsolve, so rightly said,

“I feel that this is important because the arts have a responsibility to provide a mirror to society and a platform to provoke thought and discussion on any topic, no matter how uncomfortable and controversial.”


There are no excuses, there is no more rationalising. It is not “just harmless banter; it’s just flirting,” that idea is downright ludicrous and offensive.

Together, we must work to expunge this from our workplaces.

Enough is enough.

#MeToo #HowIWillChange

If you are experiencing sexual harassment in the workplace, below are places you can seek help, support and information.


Equality and Human Rights Commission – Sexual Harassment

Helpline England: 0845 604 6610

Helpline Scotland: 0845 604 5510

Helpline Wales: 0845 604 8810


Direct Gov – Harassment in the Workplace


Citizen’s Advice Bureau – Sexual Discrimination and Harassment at Work

ACAS – Advisory, Conciliation and Arbitration Service

Helpline: 0845 747 4747

Victim Support

Supportline: 08 08 16 89 111


Scotland Victim Support

Northern Ireland Victim Support

RASAC (Rape and Sexual Abuse Support Centre)

National Helpline: 0808 802 9999 (12-2.30 & 7-9.30)

Survivors UK – Male Rape and Sexual Abuse Support

National Helpline: 0845 122 1201





Irish Human Rights and Equality Commission – Rights and Laws

Information and rights

Citizens Information – Harassment at Work


Crime Victims Helpline

National Helpline Freephone 116006

Crime Victims

Rape Crisis Centre

National Rape Crisis Centre, Dublin

National Helpline 1800 77 88 88

Reach Out – Information on sexual harassment in the workplace

Reach Out

Fundraising Playbook: Easy Steps to Kickstart Your Arts Fundraising Strategy

Over the last couple of months we have been putting together a suite of  “playbooks” (a set of ideas, strategies, game plans etc.) to help our customers with a variety of aspects of their organisations. Our playbooks are easy to follow guides giving you ideas, and clear how tos on everything from box office best practices to fundraising and marketing and loyalty.

The playbooks use benchmarks or Ticketsolve user averages throughout, which gives you an idea of where you and your organisation compare to other Ticketsolve users. This is a great concrete way for you to create your own roadmap for success on any given project. 

Fundraising Playbook: First in the Series 

To date, we have only shared these playbooks with our users, however we wanted to share some of them with a wider audiences, as we found that Ticketsolve users find them extremely useful.

Below is our Fundraising Playbook, which will give you benchmarks and a deeper insight into how to jumpstart your own fundraising campaigns. Right at the end, you will also be able to download the playbook so that you can keep it as a quick how to guide. We hope you enjoy it and please let us know what you think.

Getting Arts Fundraising Right For Your Organisation

We all know how important fundraising is in the arts. With budgets getting tighter and funding drying up, fundraising has become even more crucial to arts revenues. However, it can be difficult to know if your fundraising strategies are on the right track. Is there a better way of raising funds? What are best practices in fundraising inside and outside the arts? How do we increase per patron donations? All valid questions that are hard to answer, especially if you are only looking at your own data.

Enter Ticketsolve fundraising benchmarks. We have utilised aggregate data from over 250 organisations in the Ticketsolve community, to provide you with a benchmark of where others are with regards to fundraising, along with insights on how to improve fundraising efficiency and effectiveness in the arts. 


Turn the Dial to Kickstart Fundraising

Keep in mind, the above are averages. Some organisations are making significant strides in their fundraising and donations activities, while others have identified clear areas for improvement.

So what exactly are the successful organisations doing? What strategies are they using to improve their overall donation percentage, and the amount given per donation? We spoke to some organisations who do particularly well with fundraising and donations, and shared their ideas below, along with some ideas of our own. We haven’t gone into too much detail below, as you can download the playbook yourself to see all of the hints and tips.

Use the Right Hook

Engaging audiences is job one of any donations strategy. But if you can’t get your customers’ attention right away they may never even get a chance to fully engage with you. The right hook, an attention grabbing headline or title can be all it takes to capture your audience’s interest. Consider changing the title of the support us page to make a bigger impact.

Establish an Emotional Connection

You’ve hooked  them, so now is the time to engage them. Your copy needs to be targeted, engaging, lively, impactful, and interesting to read. Think about using real stories or people in your copy. Using the correct narrative that really speaks to your audiences is the key ingredient to encourage patrons to leave a donation. Be clear on why you need their donation now, what the donation is for and how their generosity will help.

Nudge Tactics

Another option is to try a “nudge” tactic. For example, people are often influenced by their peers, a simple message of: “Did you know that 40% of all our theatre attendees left a donation,” is a little nudge to show customers what their peers are doing, and encourages them to do the same.   

A Picture Paints a Thousand Words

Images, videos and the like are another great way to capture people’s imagination and attention. The Greenbelt Festival incorporate a fantastic image that quickly explains their mission. The image clearly shows how working together will help the festival grow and thrive. Check out Greenbelt’s Support Page for a great example of image use on a fundraising page. 

Donation Prompt

Adding an auto donation to the cart is bad practice, and likely to upset customers. In addition, donation legislation is a definitely fuzzy, so rather than worry about opt in or opt out for donations, it is better to provide a donation prompt for customers. Prompting the donation puts the choice of donating into your customer’s hands.

Follow Up Email

Our Mailchimp integration allows you to create automated emails as soon as a customer leaves a donation. It is really important to do this immediately, as you want to thank those customers for leaving a donation. The thank you email, is a great way to continue building customer loyalty.

As we said, we have only included a few of our ideas above, please feel free to download the playbook by clicking below. Over the coming weeks and months, we will be releasing more of these playbooks so keep an eye out for them.

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Ticketsolve UK User Day: Networking, Learning, Sharing

We were delighted to host our UK User Day at Leicester Square Theatre in London, on the 5th of October this year. With a fantastic turnout, the event was a great opportunity for all of our current and potential users  to get out of the office for the day, and learn about all things box office, marketing and of course Ticketsolve.

If you couldn’t make it on the day or are just interested in what happened, we have written all about it below. If you would like to get a copy of any of the presentations from the day, please get in touch at talktickets@ticketsolve.com we’d be happy to forward them on.


To kick off the day, Paul, our managing director, opened the day with a big welcome, and outlined what the day had in store. The day was packed full, but with plenty of time for everyone to get to know each other during lunch and after the event.

Session 1: Using Digital Marketing to Grow Ticket Sales

Christina Jones – Black Type Digital

Christina Jones

Christina Jones, MD of the digital agency Blacktype Digital, spoke about how to best use digital marketing techniques to boost ticket sales. She focused on remarketing, one of the best opportunities to re-engage customers to purchase tickets. Christina also spoke about Facebook chat bots which seemed to be an exciting area; however the technology is still very new, so only time will reveal its ultimate effectiveness.

If you want to know more about how to utilise the tools that Christina spoke about, please get in touch with our lovely support team – they can help get you started.

Session 2: Creating the Perfect Campaign Playbook

Paul Fadden – Ticketsolve


Paul jumped back on stage to talk through our latest playbook: How to Create the Perfect Campaign. It’s a seven step plan that is really easy to follow:

  • Set a clear goal
  • Who is your audience
  • Build Your Message
  • What channels to use
  • Budgeting
  • Engaging content
  • Adapt your campaign

We have each playbook available in digital format, and we will be bringing out some blogs in the near future to share them all with you. If you can’t wait until then, please get in touch with us at talktickets@ticketsolve.com and we will be more than happy to send it on.

Session 3: Customer Profile: How Hertford Utilise Ticketsolve to Optimise their Marketing Activities

Emma Parlow & Rebecca Butcher – Hertford Theatre

Emma & Rebecca

Hertford Theatre showcased how they use Ticketsolve to develop their marketing strategy and improve the effectiveness of their campaigns. Both Emma and Rebecca said that rather than change the platforms that they use, they dramatically changed how they use those platforms. Below are some of the key areas of improvement:

  • Mailchimp – Each email that is sent out, is targeted to a specific segment of their audience. This has lead to a huge increase in open and click through rates along with increased ticket sales from those specific campaigns. Another big improvement was the use of automation in targeting first time customers and lapsed customers.
  • Facebook – They now post more behind the scenes stories which has increased engagement with their audiences. Taking advantage of Facebook remarketing and conversion pixels, allows them to target their audiences, and also understand the success of each campaign.
  • Segmentation – Emma and Rebecca also discussed their use of Ticketsolve’s Your Reports, which they use a lot to segment each customer for individual campaigns. 
  • Google Analytics – Using Google Analytics much more deeply, Hertford can see each digital marketing campaign that they run, see how many people come onto the website from that campaign and more importantly see how many tickets are sold from that campaign. They also have a cool dashboard emailed to them on a weekly basis.

They also finished the presentation with some takeaways for everyone and it was all centered around “don’t worry, try it, if it doesn’t work, tweak it and try it again”.

Session 4: Fundraising Tips & Tricks

Nick Stevenson – Ticketsolve


Nick took everyone through Ticketsolve’s Fundraising playbooks. We know that everyone in this industry is busy and normally do multiple jobs. And while some are lucky to have a full time fundraising team, for many this is not the case. The ideas in the playbook are designed to so that you can really start seeing increases in your fundraising activities without having to do much at all; more with less. Some of the main points from the talk were:

  • Using the right hook for your fundraising pages
  • Establish an emotional connection with your audiences
  • Nudge tactics
  • A picture paints a 1000 words
  • Recommend a donation
  • Donation prompts through the booking journey
  • Follow up with customers one they leave a donation
  • Have clear goals
  • Create specific fundraising campaigns
  • Get buy-in from the whole team

Session 5: GDPR – Facts from the Fiction and How the Sector Can Use the Changes to Their Advantage

Oliver Mantell – The Audience Agency

Oliver Mantell

Oliver from the Audience Agency delivered an excellent presentation on GDPR. Nothing scary at all – just focused on the main change: accountability. Luckily enough the Ticketsolve system is good to go with GDPR, but their are some organisational changes required such as appointing a data controller and so on. Before the presentation, everyone was a little apprehensive however Oliver made GDPR sound like a walk in the park, and you could see the relief on everyone’s faces by the end!

Session 6: Box Office Best Practice Playbook

Aoife & Katy – Ticketsolve

Katy & Aoife

Katy and Aoife have both worked in venues previously as box office managers so who better to deliver this insightful and educational presentation! It was all about how box office teams can implement ideas to improve their customer service, box office efficiency and sales. Some of the points that they covered were:

  • SMART goals
  • Make use of downtime
  • Train staff on the value of data
  • Implement a call script for the box office

Session 7: Ticketsolve Future

Paul – Ticketsolve

This was the session that everyone was looking forward to the most – even us Ticketsolvers! We couldn’t wait to show everyone what is coming down the tracks. Paul began with showcasing some conclusions from the front end project. There were some really telling stats, for example, the average conversion rate on the legacy front end was around 1.8%, but with our new front end – conversion rates are up at the 6% mark. Paul then moved onto the big unveiling where we showed everyone our new back end. We’ll be sharing more over the coming months – so stay tuned! 

Session 8: Ticketsolve Tips and Tricks and Q&A

David & Conor – Ticketsolve

We closed the day with David and Conor talking about helpful tips and tricks, and how to get the most out of Ticketsolve. They then opened up the floor to questions which generated some interesting discussions. 

Well, I hope that has given you a flavour of what the day was like. As we mentioned above, if you would like copies of the slides or playbooks, please drop us an email at talktickets@ticketsolve.com.