The patron experience flywheel: How great experiences drive revenue & reduce cost

Amid federal funding cuts and rising costs, arts organizations are being asked to do more with less. This session explores how a focus on customer experience can turn digital touches into measurable revenue, cost savings, and loyalty. Using real-world case studies from The Old Globe and Sadler’s Wells, we’ll show how small changes, like automated messaging and mobile ticketing, can unlock big returns. Attendees will also learn how to apply the customer experience flywheel framework to make smarter, scalable improvements without adding new overhead. Whether your venue is large or small, this session offers strategies to keep audiences engaged—and coming back.  

Key takeaways:

• Understand why customer experience is now your strongest brand differentiator  
• Apply the customer experience flywheel to build a scalable, high-impact engagement strategy
• Identify key digital touchpoints that drive revenue, staff efficiency, and patron loyalty