Customers & Delegates

At any event you will have customers. Whether a meeting for six people or a festival for 60,000, you must ensure that your customer is number one!

Your customers will have a view of your event, even if they have not attended before – they will have expectations (good and bad) of your event based on other events that they have attended. Your event and your staff have to ensure that the service received by the client is better than they expect. This will give them a positive experience, meaning they are more likely to attend in the future, and spend more money during the current event.

Make it easy to book
The first time your delegates or visitors will come into contact with your organisation is when they book tickets or passes. This may be several months in advance via the internet or phone, or they may be buying passes on the day of the event

Delegate Requirements
Many event professionals concentrate very hard on organising great events – making sure the venue has everything that is required, and producing a fantastic looking ‘show’ – but don’t forget that your customers are the people that are (indirectly or directly) paying for the event. It is important to find out from them what they want, and make sure that you give it to them

On Site Registration
When people arrive at an event they will need to buy tickets, collect badges or check into their accommodation with the minimum of fuss. This period is critical as it can set the tone for the whole conference

Concierge Service
Depending on the type of event, it is often sensible to offer an event concierge or customer service helpdesk to answer the questions and queries that your delegates or customers may have

Partner Programmes
Delegates are often allowed to bring their partners to certain events and conferences. This often poses the problem of what to do with them whilst sessions and activities are laid on for the delegates. Partner programmes allow those not directly involved in the conference to be occupied for the duration of the event.