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The Oasis Reunion and the Meticulous CX

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The Oasis Reunion and the Meticulous CX

To ensure the success of an Oasis reunion tour, the customer experience must be meticulously planned and executed. The music industry has changed significantly since Oasis peaked in the '90s and early 2000s, and fans' expectations have evolved. Beyond the music itself, the experience surrounding the tour will play a crucial role in its success. Here are the critical customer experience initiatives that need to be in place:


Pre-Tour Engagement

Building anticipation and excitement before tickets go on sale is crucial. Oasis has a massive, loyal fan base, but it is essential to reconnect with them through modern channels.


  • Social Media Campaigns: A well-orchestrated social media campaign should be launched months before the tour. Teasers, throwback videos, and behind-the-scenes content can help build excitement. Involving the band members in these campaigns, even in a minimal capacity, would add authenticity.

  • Exclusive Content for Fans: Offering exclusive content, such as early access to tickets or special edition merchandise, can create a sense of belonging and reward loyalty. Utilising fan clubs or subscription-based models could be effective.

  • Fan-Centric Announcements: Fans should be the first to learn about the tour through newsletters or fan club notifications. This could include sneak peeks of the setlist, locations, or special guests.


Ticket Sales Experience

The ticket-buying process is often a pain point for fans, especially for high-demand events. Making this process smooth and fair is critical.


  • Fair Pricing and Transparency: Pricing strategies should be transparent and fair. Offering various price points, including affordable options, will ensure that fans of all financial backgrounds can attend. Transparency in fees and the total cost is vital to avoid fan frustration.

  • Anti-Scalping Measures: Given the anticipated high demand, measures to prevent ticket scalping should be implemented. This might include partnering with platforms that use verified fan processes, requiring identification upon purchase, or limiting the number of tickets per buyer.

  • User-Friendly Platforms: The ticket purchasing platform should be user-friendly, mobile-optimised, and capable of handling high traffic without crashing. The purchase process should be straightforward, with clear instructions and readily available support.


Venue Experience

The choice and management of venues are critical to the overall customer experience. Fans' experiences at the venue will be as important as the performance.


  • Strategic Venue Selection: Venues should be chosen not only for their capacity but also for their reputation for providing great experiences. Factors like acoustics, seating arrangements, and even the venue's historical significance should be considered.

  • Accessible and Inclusive Facilities: It is crucial to ensure that venues are accessible to all fans, including those with disabilities. This includes ramps, accessible seating, and clear signage. Additionally, gender-neutral restrooms and facilities catering to all demographics should be available.

  • Food and Beverage Options: A variety of food and beverage options, including healthy, vegan, and vegetarian choices, should be available. The availability of Oasis-branded drinks or snacks could enhance the experience.

  • Efficient Crowd Management: It is crucial to manage large crowds safely and efficiently. This includes clear signage, enough security personnel, and effective crowd flow management to prevent bottlenecks.


Digital Integration

In today's world, digital integration is vital to any significant event. For the Oasis reunion tour, this could enhance the experience in several ways.


  • Mobile App Integration: A dedicated mobile app could provide fans with everything from set times to venue maps. It could also offer real-time updates, exclusive content, and the ability to order merchandise or food directly from their seats.

  • Cashless Payments: Implementing a cashless payment system within venues can speed up transactions and reduce lines, improving the overall experience.

  • Augmented Reality (AR) Features: For a unique experience, the app could offer AR features, such as virtual backstage tours, AR selfies with the band, or interactive experiences during the concert.


Merchandise Experience

Merchandise is a significant part of the concert experience, and for an Oasis reunion tour, it can be an opportunity to create lasting memories.


  • Exclusive Merchandise: Offering exclusive, limited-edition merchandise only available at the concert or through pre-orders can create a sense of urgency and exclusivity. Retro-inspired designs or collaborations with fashion brands could be particularly appealing.

  • Online Pre-Orders: Allowing fans to pre-order merchandise online and either pick it up at the venue or deliver it could reduce long lines and enhance the experience.

  • Sustainable Merchandise Options: Offering eco-friendly merchandise options, such as sustainable materials or products that support charitable causes, can appeal to the modern, socially-conscious fan.


Customer Service and Support

Excellent customer service is crucial throughout the entire tour experience, from the initial ticket purchase to post-concert follow-up.


  • Responsive Customer Support: Fans should have access to responsive and helpful customer service, available through multiple channels, including chat, email, and social media. Issues such as ticketing problems, venue accessibility, or merchandise inquiries should be handled efficiently.

  • Real-Time Updates and Communication: It is essential to provide real-time updates through the mobile app, social media, and email. If there are delays, changes in schedule, or other important information, fans should be notified immediately to reduce confusion and frustration.

  • Post-Event Follow-Up: After the event, follow up with fans through surveys to gather feedback on their experience. This feedback can be invaluable for improving future concerts. Additionally, offering digital keepsakes, such as downloadable concert photos or recordings, can extend the experience beyond the event.


Sustainability Initiatives

Modern concertgoers are increasingly concerned with the environmental impact of events. Implementing sustainability initiatives can enhance the experience and show that the band is committed to positive change.


  • Eco-Friendly Practices: Venues should implement eco-friendly practices, such as recycling programs, minimising single-use plastics, and offering digital tickets instead of paper ones.

  • Carbon Offset Programs: Fans could be offered the opportunity to offset their carbon footprint from travelling to the concert through carbon offset programs.

  • Partnerships with Green Organisations: Partnering with environmental organisations to promote awareness and action could resonate well with the fan base and add a meaningful layer to the event.


Post-Tour Engagement

The experience shouldn't end when the concert does. Keeping fans engaged after the tour can lead to continued loyalty and excitement for future events.


  • Exclusive Post-Tour Content: After the tour, offering exclusive content, such as behind-the-scenes videos, interviews with the band, or live recordings, can keep fans engaged.

  • Merchandise Discounts: Offering discounts on remaining tour merchandise to attendees can provide added value and keep fans engaged.

  • Fan Interaction: Encouraging fan interaction on social media, such as sharing their experiences, photos, and videos from the concert, can keep the momentum going. The band could also interact with fans through Q&A sessions or live chats.


VIP and Special Experience Packages

Offering VIP packages can provide an elevated experience for fans willing to pay more for exclusive access.


  • Meet and Greets: For die-hard fans, meet-and-greet opportunities with the band could be a once-in-a-lifetime experience.

  • Exclusive Lounge Areas: VIP ticket holders could have access to exclusive lounges with premium food and beverage options, comfortable seating, and possibly even acoustic performances before the main show.

  • Early Entry and Premium Seating: Allowing VIP ticket holders early entry to the venue and access to premium seating ensures they get the best possible experience.


Conclusion

The Oasis reunion tour has the potential to be one of the most significant music events of the decade, but its success will depend heavily on the customer experience. By focusing on pre-tour engagement, ensuring a smooth ticketing process, creating an exceptional venue experience, integrating digital features, offering exclusive merchandise, providing excellent customer service, and considering sustainability, the tour can exceed fan expectations and create lasting memories. Each of these initiatives contributes to building a comprehensive, fan-centric approach that will make the Oasis reunion tour not just a concert series but an unforgettable experience.


If your business would like help navigating customer experience in 2024, get in contact with us to discuss further: experience@yourcxc.com

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