MaestroIQ Blog How SeatGeek differentiates from the competition with the 5-step CX Innovation Framework:

SeatGeek knows that if it wants to surpass the competition to become the leading ticketing experience in the world, it needs to deliver the best customer experience.Having low prices is the standard. So, SeatGeek differentiates itself by promoting customer experiences they've built around the core item people buy - a concert or sports ticket.SeatGeek has many customer experience innovations such as Deal Score, e-Tickets, and the ability to track your favorite events. In this blog post, we will look at how Deal Score fits in with the framework: Framework Step 1: Map the customer journeySeatGeek wanted to map the journey once someone starts shopping for the first time.Once someone starts shopping on SeatGeek, SeatGeek understands that people check ticket prices multiple times. Framework Step 2: Identify Areas of ImprovementThen, SeatGeek needed to understand why this buying behavior existed and if it was a positive or negative experience.SeatGeek understood that people comparison shop and even though it was worth the time to find the lowest price, bouncing around sites is not the best experience. If a potential customer left SeatGeek after the first time checking a price, their was a good chance the individual would end up making a purchase somewhere else.Framework Step 3: Create Innovative Customer ExperiencesSo, SeatGeek created an innovative customer experience to help prospective customers comparison shop with Deal Score.Deal Score analyzes many variables such as ticket price, ticket location, demand of the game, and more to help buyers easily identify what is a good deal and what isn't.Framework Step 4: Turn Anonymous users into identified peopleSeatGeek did not set up the customer experience in a way to identify these anonymous prospects, though. This is a huge gap in the strategy because now, SeatGeek can't communicate with these customers to help them through their decision making process.One suggestion is to let people save a particular deal so it is easy to find again. During this process, the user would have to create an account or log in, which would be incredibly valuable to SeatGeek for future communication efforts.Framework Step 5: Communicate this experienceIf SeatGeek did identify these customers, they could communicate with them via email or push messaging to tell customers about Deal Score, how it works, and how it can help them with their decision making process. This is very useful for a consumer because it saves him or her time doing all this analysis themselves or worse, having a bad experience at the event by not doing the analysis.This could drastically change the customer journey towards the Green path, which would be much more profitable for SeatGeek and more importantly, pleasant for the customer.SeatGeek is cutting-edge though because it's constantly thinking about how to improve the customer experience before the purchase, after the purchase, during the event, and after the event.Maestro works with brands to help them innovate their customer experience to stand out from competitors by following the 5-step Customer Experience Innovation framework. Feel free to reach out to MaestroIQ to see how you can continuously improve your customer experience via marketing, sales, and support.