Planning an event can be stressful, especially when it comes to selling tickets. In today’s digital age, consumers are looking for more than just a simple online transaction. They want an experience, and that includes the process of buying event tickets.
Recent studies have shown that positive experiences increase the likelihood of booking intentions and loyalty toward a specific platform. However, trust is a key factor in online purchases, and users need to feel safe and secure when making a transaction. Ticket sellers must address safety and privacy issues, and pay attention to technical competence and website usability.
Information transparency and additional fees are also important factors that affect purchasing decisions. Customers want consistency between the delivered service and the description or their expectations. They also want to know about any extra charges, such as service or transaction fees.
Another crucial factor is the skills and knowledge of e-service agents, as well as online support. Customers need follow-up services after purchasing tickets, such as e-ticketing and confirmation emails, to ensure a positive experience. Positive feedback leads to better customer experiences, which ultimately leads to loyalty and positive word-of-mouth.
To create a memorable experience for customers, event organizers should pay attention to the value co-creation with their customers. They should focus on delivering personalized, memorable experiences that go beyond typical services. Eventgoers are seeking memorable and extraordinary experiences, and organizers should provide them.
In conclusion, ticketing websites should focus on providing a personalized and memorable experience for their customers. They should address trust, transparency, and additional fees, and provide high-quality support before and after the purchase. By focusing on these factors, event organizers can create an experience that customers will remember and recommend to others.
Article based on the scientific research of Krzysztof Celuch: “Customers’experience ofpurchasing event tickets: miningonline reviews based on topicmodeling and sentiment analysis”
