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More About This Title Arts Marketing Insights: The Dynamics of Buildingand Retaining Performing Arts Audiences
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Arts Marketing Insights offers managers, board members, professors, and students of arts management the ideas and information they need to market effectively and efficiently to customers today and into the future. In this book, Joanne Scheff Bernstein helps readers to understand performing arts audiences, conduct research, and provide excellent customer service. She demonstrates that arts organizations can benefit by expanding the meaning of "valuable customer" to include single-ticket buyers. She offers guidance on long-range marketing planning and helps readers understand how to leverage the Internet and e-mail as powerful marketing channels. Bernstein presents vivid case studies and examples that illustrate her strategic principles in action from organizations large and small in the United States, Great Britain, Australia, and other countries.
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The Author
JOANNE SCHEFF BERNSTEIN, coauthor of the acclaimed and best-selling Standing Room Only, is an educator, consultant, speaker, and author in the field of arts and culture management and marketing. She is adjunct associate professor of business institutions at Northwestern University and taught arts management at the Kellogg Graduate School of Management for eight years. She consults with arts and service organizations and speaks frequently to audiences worldwide.
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Foreword vii
Philip Kotler
Introduction xi
The Author xix
Prologue 1
1 The State of Performing Arts Attendance and the State of Marketing 5
2 Exploring Characteristics of Current and Potential Performing Arts Audiences 25
3 Understanding the Consumer Mind-Set 49
4 Planning Strategy and Applying the Strategic Marketing Process 65
5 Using Strategic Marketing to Define, Deliver, and Communicate Value 89
6 Delivering Value Through Pricing Strategies 117
7 Conducting and Using Marketing Research 143
8 Leveraging the Internet and E-Mail Marketing 163
9 Identifying and Capitalizing on Brand Identity 193
10 Building Loyalty: Subscriptions and Beyond 209
11 Valuing the Single Ticket Buyer 235
12 Focusing on the Customer Experience and Delivering Great Customer Service 249
Epilogue 263
Notes 267
Index 281
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—Philip Kotler, Kellogg School of Management, Northwestern University
"With the same rigor, intelligence, and practicality she brings to her consulting work, Joanne Scheff Bernstein challenges readers of her new book to rethink old ways of marketing the arts. A ‘must include’ in any performing arts manager’s library."
—Glenn McCoy, executive director, San Francisco Ballet
"The needs and behavior of audiences for the performing arts have changed fundamentally since 9/11. Joanne Scheff Bernstein records these changes and offers invaluable insights into how they can be addressed by laying out the necessity for a new order of thinking."
—Robert J. Orchard, executive director, American Repertory Theatre and Institute for Advanced Theatre Training at Harvard University