A to Z of Making It, Music, My Stories, Piracy

Does a band have customers or fans? Read on metal heads and find out.

A customer is a person who purchases goods or services from another. A fan is an ardent admirer of a pop star, film actor, football team, etc.

So how can a band turn fans into satisfied customers that keep on coming back, again and again?

You ask any artist what kind of fan/customer they want and I guarantee you they will say statements like the following;
Fans who are loyal
Fans who spread the word
Fans who spend money on record music, concerts and merchandise
Fans who spend money on concert tickets
Fans who spend money on merchandise
Fans who interact with the band

So if artists want fans then the artists need to do more than just satisfying them. They need to bring the WOW factor to everything they do.

A lot of artists and their representatives come up with loads of dazzling ideas and packages however they are still rooted in the old record label business models.

For example;

Dream Theater has been pushing the same Super Deluxe packages since “Black Clouds and Silver Linings”. The packages have more or less been in the same format, same items and for the same price.

Avenged Sevenfold did a similar package for the “Hail To The King” album.

Five Finger Death Punch didn’t.

Trivium had album and merchandise specials happening.

Coheed and Cambria focused on the Deluxe packages.

Protest The Hero focused on their Indiegogo campaigners and the perks involved with that campaign.

What would have happened if the bands “under promised and over delivered”?

Imagine the service Roadrunner and Dream Theater would have done by giving the fans that purchased the Super Deluxe packages, a site to download the mp3’s when they found out the album leaked on the internet.

Protest The Hero did exactly that. As soon as the band found out about the leak on torrent sites, they went into action. I guess it helps to know who your fans are and to have that data handy.

Customer satisfaction is artists delivering on promises, like releasing a product when they say they are going to release it. Cough Cough, Live at Luna Park DVD.

Artists are doing exactly as they said they would and fans/customers are satisfied.

Imagine if the customers get something more than they expect, like more options, early delivery, a special download site when the album leaks, additional perks attached to the orders, access to demo’s or ideas that didn’t get developed further – I would expect the artist to end up with a very loyal and more than satisfied customer base, that can propel them into the next level of success.

It’s a simply idea. When we get a service that we don’t expect, rather than a service that we do expect the payoff can be enormous.

However under promising is not just about throwing in extras and doing things faster.

If the album is being released on Thursday 13 December, make the mp3 download available a week earlier to the fans that purchased the Super Deluxe package. “Great news, we wanted you to have the music as soon as possible. Click on the below link to download an mp3 rip of the album. No extra charge.”

It’s simple, all bands need to do is change their promise and watch satisfied customers become devoted customers. What do you think Lady Gaga and Kate Perry where doing with their “leaks” and then bringing the album release date forward. They were employing the under promise over deliver business model.

Every artist needs to be looking at making their fans become customers.

“Our audience are fans first and customers second. We really try not to annoy them.”
The above quote is from Stefan Mennerich, Bayern Munich Director of New Media, Media Rights & IT.

A soccer/football club is no different to a band or an artist. The devotion is there.

“You have to think about what the consumers want and tailor the experience to their unique interests. And the experience is also very different depending on the platform the consumer is using.”
The above quote is from Ken Fuchs, Head of Entertainment, Sports and Games at Yahoo!

This is how the record labels tailor the experience.

PRODUCT A is coming out on DATE XXXX.
IT COSTS $$$$.
PRE-ORDER it now at iTunes, Best Buy, Amazon.

Wow, what an experience for the fan.

Imagine if the above experience was tweaked.

BAND A is releasing a PRODUCT A in three weeks’ time.
GO to YOUTUBE now and watch a recording of BAND A performing the songs live in the studio. That same recording is available to be downloaded as an AVI file and an MP3 rip via BitTorrent.

BAND A is releasing a PRODUCT A in two weeks’ time.
Go to YOUTUBE now and watch the latest video clip.

MP3 downloads are available for the Super Deluxe Package orders RIGHT NOW. That’s right, this is 2 weeks before the actual release date.

BAND A is releasing a PRODUCT A in two weeks’ time.
We have a special MP3 deal from our website. For $5 you get an mp3 rip of the album, regardless of your geographical location. This is a two week sale before the official release date.

One week before the release date, the album is available for STREAMING at YouTube, Spotify, iTunes Radio and Pandora.

The sad thing is no band with major label backing would do the above because for some insane reason they still believe that the charts matter.

DREAM THEATER LIVE AT LUNA PARK DVD IS #1. THE NEW DVD FROM THE GRAMMY-NOMINATED BAND IS CURRENTLY ATOP THE SOUNDSCAN DVD CHART.

See what I mean.

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Where Is The Loyalty Program in the Music Business?

Why is that bands have no idea who their fans are? They are clueless.

Today, we live in a world of loyalty schemes. If you shop at any major retailer there is a pretty good chance that you have signed up to their loyalty scheme and after you spend a certain amount of dollars with them, you get a discount or some other reward for your next purchase. Some of the loyalty schemes (especially around gaming) invite the most loyal and regular customers into the store for a two-hour huge sales event that is especially designed for these types of customers.

So why isn’t this happening in the music business.

Let’s start with the live business.

Why is that the regular customers of the artists are not courted and rewarded. These are the people who purchase the super deluxe packaging. These are the people who purchase meet and greets on a regular basis.

For some reason these people cannot be given discount tickets to the shows or given an extra ticket to bring a friend who might not otherwise choose to attend.

A regular customer/fan is much more valuable than an inactive one.

However artists are clueless to these people as they have always relied on the labels to promote them and bring fans in. In addition, the recorded business has always relied on the transactions to take place between intermediaries.

Therefore, the data sits with these sellers. No wonder the recording business is in a state of flux.

Let’s use Dream Theater and Avenged Sevenfold as an example (solely because they had Super Deluxe packs selling for over $100).

For example, iTunes and Amazon would have the data on the fans that purchased their new album, along with a history of other purchases.

I would assume that Roadrunner would have the data on the fans that purchased the Super Deluxe packages from Dream Theater and Warner Bros would have the data on the fans that purchased the Treasure box from Avenged Sevenfold.

Live Nation or Ticketmaster/Ticketec would have the data on the fans that purchased tickets to the live shows.

Spotify and Pandora have the data on which fans streamed the new album and which fans continually stream Dream Theater And Avenged Sevenfold songs.

Musicmetrics put out reports that show various internet behaviours of fans for a lot of bands especially around BitTorrents.

Soundscan shows the units moved in relation to sales.

YouTube has view count metrics.

Now, imagine if Dream Theater or Avenged Sevenfold had the above information. Would they know what to do with it? Imagine if they had all that information and they see a trend of certain fans appearing as buyers of music and tickets. Those same fans are constantly streaming their songs. Those same fans are always appearing on Facebook and Twitter. Those same fans are buying merchandise from the bands own web store.

It is those fans that need to be rewarded. They are a bands best asset.

A lot of the independent bands are collating stats like these. Protest The Hero recently rewarded fans that got other fans to contribute to their funding campaign with additional perks and free passes into live concerts.

Why can’t the label backed bands reward their loyal customers? Everything is full price when it comes to music.

In relation to the live show, once upon a time everyone could attend as ticket prices where low. Then society started changing and suddenly a new market started to appear that charged a higher fee for a Section A pass and less for a Section B. So of course, a battle started for the best seats.

Then people who didn’t generally like rock music wanted to say that they went to the next Rolling Stones concert or the next Kiss show or the next Bon Jovi show and claim that they had front row seats.

Then Section A passes started to be tiered, with names like Platinum, Gold, Silver and Bronze. Each tier came with a ridiculous price tag.

The hard-core fans started to dig even deeper.

To prove my point, I have a banker friend who has seen Bon Jovi once and paid $1200 for the Platinum ticket a few years back.

I have a work colleague who has seen Bon Jovi over 40 times in various parts of the world. She even planned her US trip to take in cities that Bon Jovi was playing at and got tickets to all of the shows along with meet and greets.

I have seen Bon Jovi on two occasions and I am taking my family to see the band in 10 days’ time in Sydney. That makes it 3 for me.

So the banker friend has outlayed $1200 for a Platinum ticket. He is not going to watch the current show because he has seen Bon Jovi once and it was cool to say that he has seen Bon Jovi in his lifetime.

The crazed work colleague has outlayed over $20,000 on Bon Jovi tickets, purchasing various meet and greets around the world. That same work colleague purchased Bronze tickets for the upcoming Sydney show. She is back again.

Me personally, I have outlayed close to $1400 on tickets to three concerts. The current Sydney tickets cost me $1100 for 4.

So has the band rewarded my work colleague. She is one of many fans that are super loyal to the band and yet they still have to queue up online and fight for premium tickets, only to find out that only a small amount got allocated to the selling agency and the rest are given to the secondary market. Where is the bands loyalty to these kind of fans?

In general where is the loyalty at all.

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