Going the extra mile in digital customer journeys
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.
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.
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.