Apr1 Laurel Highlands_Molly Foley
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Attracting & Engaging the Next Generation Molly Foley, Next Generation Consulting
Monday, April 4, 2011
GLOSSARY OF TERMS
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DINK
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DINKDouble Income No Kids
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YP
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YPYoung Professional
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EP
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EPExperienced Professional
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SITCOM
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SITCOMSingle Income Two Children Oppressive Mortgage
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BASIC
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BASICBachelor of Arts Still in Customer Service
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KIPPERS
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KIPPERSKids in Pockets Preventing Early Retirement
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We’ll talk about...Why the next generation matters
Intentional Design
The Patron Experience
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Why does the next generation matter?
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Demographics...let’s think beyond
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Different generations - as consumers - see “things” differently
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The next generation matters because they choose differently
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Live First, Work SecondI want balance in my life.
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30 is the new 20Adulthood has been pushed back.60% of Millennials in their 20’s receive support from parents
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Life online is LifeIt’s not just for Tweens! (70% of FB users are 18-44)
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Tech-savvy.
I’m skeptical.More people under 40 believe they will see a UFO than receive social security.
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How can a region attract this tech savvy, live first generation?
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Intentional Design
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What do you want to be homesick for?
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What do you want to be homesick for?
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What do you want to be homesick for?
My dogs.
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Joey Zach
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Joey Zach
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Joey Zach
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Build on your assets and invest in the amenities that matter to the next generation
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Seven Indexes
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COST OF LIFESTYLECan I afford to live here?
Cost of LifestyleAffordability of the region - to live and play!
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EarningThe quality and diversity of job and career opportunities.
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VitalityNatural beauty of a region and healthy lifestyle offerings.
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LearningLife-long learning opportunities & quality
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Around TownEase of getting around town - and in and out of - town.
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Social CapitalConnections within the region, engagement of all people.
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After HoursThings to do after work, and on weekends.
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Which indexes do you think impact/correlate to tourism?
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Cost of Lifestyle
Earning
Vitality
Learning
Around Town
Social Capital
After Hours
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Cost of Lifestyle
Earning
Vitality
Learning
Around Town
Social Capital
After Hours
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After HoursCultural Events, Festivals, and Stroll Districts w/ coffee shops, restaurants, shopping, etc.
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Around TownAccessibility to/from region and in and around region. Consider all modes of transportation - car, bus, train, bike, foot.
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VitalityNatural Beauty & Outdoor Recreation - Parks, Trails, Water
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LearningMuseums, Arts, Historical Sites
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COST OF LIFESTYLECan I afford to live here?
Cost of LifestyleAffordability of Experience - Hotels/B&Bs, Attractions, Food
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Keeping the Indexes in mind... How can we intentionally (re)design tourist experiences that make the next generation “homesick” for more?
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This question launched our research around developing new - next - audiences for arts and cultural events.
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First, let’s test our assumptions about the next generation and their leisure decisions.
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True or False?Next generation is time starved. They don’t have enough time to visit museums, attend art shows, go hiking, etc.
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True17.2 hours is the average amount of leisure time per week reported by the next generation.
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True or False?Next generation uses the web to make “just in time” attendance and leisure decisions.
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True78% of next generation make their decisions within 2 weeks of an event or leisure activity.
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0%
10%
20%
30%
40%
Day of 2-3 days 1 week 2 weeks 1 month
Amount of Time Prior to Committing
Students YP’s wKids Single All 20-40 Over 40
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True or False?Next generation uses alternative sources for event & leisure information.
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TrueWord of mouth & friends is the TOP marketing mode for young people followed by email list serves, websites, and traditional media, such as weekly alternative newspapers.
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True or False?Next generation wants everything for free.
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FalseNext generation will pay.
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$0
$8
$15
$23
$30
Mid-High User Low User Students YP’s w/Kids Single Non-white All 20-40 Over 40
Average Price per Ticket for Arts/Culture Events
$22
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$0
$33
$65
$98
$130
Mid-High User Low User Students YP’s w/Kids Single Non-white All 20-40 Over 40
Highest Ticket Price for an Arts/Culture Events
$78
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True or False?Next generation prefers to attend different & unique destinations, activities, and programming.
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TrueNext generation looks for activities that offer learning, connecting and/or sensing opportunities.
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Learning“I want to be intellectually stimulated.”
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Connecting“I attend to be social.”“I attend to support a cause, artist or organization.”
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Sensing“I crave multi-sensory experiences.”
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The region offers the activities and amenities the next generation wants to invest their leisure time doing!
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The key is building better connections & designing an OVERALL experience that can turn young customers into young patrons.
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One who buys goods or services = customer
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One who supports or champions something = patron
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Patrons = Promoters
(a regular customer/referrals)
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How can you develop patrons vs. customers?
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Their experience has to be user-friendly, intentionally designed for “them”, & involve their entire experience.
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The Patron Experience
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Consists of Five Phases...
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If you were going to attend an event or travel this weekend, where would you start?
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Phase 1: Gathering Information
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Phase 1: Gathering Information
You are who Google says you are!
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Next-gen goes where friends tell them to go
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Information desired during Phase 1
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• Things to do in area (L, C, S)
• Photos (show what they can experience - sneak peaks, video & audio clips, etc.)
• Reviews (both positive & negative)
• Maps• Hotel/B&B info & links• Transportation & parking options• Accessibility information• Activity times/length• Package offerings (package but BE FLEXIBLE! -
“create your own package”)
Information desired during Phase 1
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Phase 1: Gathering Information
The more information available online, the better Phase 1 experience
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Phase 1: Gathering InformationGive them a virtual “taste” of the experience
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Phase 2: Committing
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Phase 1: Gathering Information
Make it easy and make them glad they said YES!
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Online Reservations/Ticket purchasing tips
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• Allow & expect last-minute reservations• User-friendly reservation/ticket process• Sync with Smartphones• Don’t require un’s/pw’s• Only ask for email & CC info (secure & explain
fees)
• Seating charts/selection - (for performances)
• Coupons & Discounts - for things to do in area
• If you like this event....you might like this event
Online Reservations/Ticket purchasing tips
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Phase 3: Arriving
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Phase 1: Gathering Information
Make it special and memorable from the minute they arrive
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Consider your destination’s Social Graph, how you’re all connected to each other...
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Generate a referral!
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Destination/Venue/Building tips
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• Easy directions, signage & way finding
• Music outside/inside• Public art scattered throughout the
region• Smoking areas not at entrances • Recycling and garbage receptacles• Be ready to give referrals when
asked...”do you know a good place to eat?”
Destination/Venue/Building tips
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Phase 4: Destination Experience
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Destination Experience
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• Multi-sensory experience - (L, C, S)• Integrate technology - i.e. audio walking
tours• Artist dialogues/talk back/meet and
greet• Food/Beverage Tastings• “Stroll Districts” - multiple senses
Destination Experience
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Phase 5: Post Experience
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Phase 1: Gathering InformationExtend their experience
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Post Event tips
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• “Thank you for coming!”• Extend the experience online • Ask for online feedback, hosts
discussions about experiences• Ask if they will recommed...surveys
focused on NPS• Connect to their Social Graph
Post Event tips
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Get “promoted” through your patron’s Social Graphs.
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Net Promoter Score (NPS)Ask...“How likely is it that you would recommend or promote this destination/event/attraction to a friend or colleague?”
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NPS Calculation
From Net Promoter Score website: http://www.netpromoter.com/
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Generate a referral!
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Generate a referral!
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20%
13%
13%35%
20%
Time Spent in 5 Phases
Gather Info Commit Arrive Destination Experience Post-Experience
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As you leave here today...
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Consider what you want patrons to:
Think DoFeel
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Phase 3: Arriving
Phase 1: Gathering Information
Phase 2: Committing
Phase 4: Destination Experience
Phase 5: Post Event
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Capitalize on your distinctiveness & expand your toolbox!
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Q&A
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www.nextgenerationconsulting.com
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