Going the extra mile in digital customer journeys

As we have been heavily involved in the Fieldlab events lately, most of the flows have been focussing on informing visitors about the steps they have to take to safely visit events. Although that wasn’t any different for two of our recent clients, Racoon and Mudmasters, they have gone the extra mile to truly take advantage of what Close as a platform and App has to offer. They both have shown how Close enabled them to greatly enhance the event experience for their fans and participants, by not just informing, but also engaging, interacting and surprising visitors throughout their digital customer journey.

Racoon & Mudmasters

May 11, 2021

Recently Racoon and Mudmasters used Close for their Fieldlab events. Both clients went the extra mile to give their visitors and fans the best experience they can get. Based on their flows in the Close app we have three great tips for you:

1. Fans in control
A few days before the concert, as Racoon was preparing for the concert, Racoon send an open question to all fans in the flow: “Which songs do you definitely want to hear during the concert?” With 1543 answers we can say Racoon had more than enough input to prepare a great setlist! By including fans in the preparation of the concert, Racoon adds an extra layer to the concert experience.

2. Pre-fun
With Close we break the awkward radio-silence that ticket buyers often experience in the period after buying a ticket leading up to the event itself. The Mudmasters organisation shared tips and tricks with participants on how to prepare for the adventurous obstacle run. This not only helped to create an ongoing buzz before the event, but even helped participants to show-up well prepared and have an even better experience. By doing this Mudmasters positions themselves as a trustworthy and involved organisation for the participants, potentially turning one-time participants into Mudmaster addicts.

3. Exclusivity
One of the core pillars of hospitality is making your guests feel special. But how do you create this feeling in a digital customer journey? The answer is simple: exclusivity! Both Racoon and Mudmasters made use of this simple, but powerful step towards high engagement by sharing certain pieces of information and/or content only with Close users.

For Racoon this meant that in anticipation of the concert they announced the support act in their Close channel and right after the event the first official photos of the concert were shared there as well. Mudmasters focussed on extending the digital customer journey, by immediately sharing the aftermovie of the event with participants and announcing a discount for the next event in their channel.

"Don't let your most valuable customers just walk out the door. It's time to connect and build win-win relations."

Kiliaan Toorenaar
CEO & Founder

"If you understand your customers, you understand why you should get Close®. We'd love to help you create relevant digital experiences."

Chris Gruijters
Chief Product & Founder
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