Ticket retailer personalizes customer experience

TicketsNow's newly designed Web site is aimed at providing more personalized service for customers. At the site, customers can set up search parameters and preferences, locate and buy tickets, book dinner reservations or rent a limousine, post their own event reviews and share their experiences with others.

Says Frank Giannantonio, CTO of TicketsNow, "Our ability to deliver this level of customer experience is not only enabling us to increase sales and loyalty among our most profitable customers, but is helping us reinforce TicketsNow as the number one venue for sports and event ticketing needs."

After evaluating a number of products, TicketsNow chose the Interwoven Customer Experience Solution to power its site, because it offered an open platform to integrate its existing .Net-based ticket brokering system with new creative tools, according to Interwoven. The solution also has the flexibility to add more customer services in the future.

The solution is said to increase loyalty by offering more targeted interactions and a more personalized experience, including customizing e-mail newsletter subscriptions, controlling the type and frequency of communications received regarding upcoming events, setting billing and shipping preferences, creating aliases and setting specific event and category-specific views.

The new site also allows TicketsNow to more effectively attract business-oriented consumers—a group whose higher discretionary income is leading to more profitable customer relations for the retailer, according to Interwoven.