As we re-commit to a New Year of personal and professional results, it's important to bring our heads up, breathe and look around to get a broader perspective, however you choose to do so. One of my new tools is listening to podcasts and audio books as opposed to reading.

As I listened to the Best of Best of 2005, I was inspired by how the business world has embraced technology, the experience economy, and market segmentation. And I wondered, where are the arts? How do these trends impact arts organizations?

What if art organizations could focus their marketing and programming efforts on the experience of arts consumers; from information gathering, point of purchase, transportation and logistics, seating, visual and audio aesthetics, ease of navigation, ability to offer feedback, and any interactions with people throughout the entire process.

What if every art patron was given a smart card when they purchased tickets. In exchange for some personal information, the smart card would be loaded with offers most likely to appeal to their preferences. The more the smart card is "swiped" – when buying online tickets, at the box office, and at local restaurants for discounts, the more data is gathered on the customer and the better the personalized offers. What if art patrons were given free group transportation by arts and cultured limo drivers with like minded folks who want to engage in conversation about the experience afterwards, – by limo or courtesy shuttle – so that they didn't have to worry about parking? Or customize your tours of arts and culture events for the weekend with transportation provided.

The era of technology will continue to profoundly impact the ways in which we consume products and information. When will the arts catch up? In an age of cell phones with cameras, video and music, wireless cities, gps, on-line banking and health care records, podcasts, and RSS feeds, why can't arts organizations embrace technology the way other sectors have?

Here's a list of just some of the latest and greatest approaches to customer experience management applied to the arts:

• A one-stop shop for arts and culture events in Silicon Valley's www.Artsopolis.com.


• Customized arts and culture newsletters from www.flavorpill.com.


• Drew McManus (http://www.artsjournal.com/adaptistration/archives/2003/11/drew_mcmanus.html), one of the many informative, forward thinking bloggers at ArtsJournal.com, highlights two tools:
  
  • The ORBIT (Organization Relationship Building Invitation Tool - http://www.artsdev.org/orbit/public/about.jsp), which is most like e-vite meets the arts.
  
  
  • Concert Companion (CoCo - http://www.concertcompanion.com): Using state of the art wireless technology, CoCo delivers explanatory text, program notes and video images to hand-held devices – in real time with the music. Yep, you can actually have a visual with an audio now when you attend the symphony. (Couldn't I have that with concert programs before?)
  
  
  • See the complete articles at ArtsJournal.com:
    Concert Companion or ORBIT Part 1 (http://www.artsjournal.com/adaptistration/archives/2004/09/concert_compani_1.html)
    Concert Companion or ORBIT Part 2 (http://www.artsjournal.com/adaptistration/archives/2004/10/concert_compani.html)

If you could really have it your way when it comes to arts and culture experiences how do you want it? Uploadable to your PDA? A personal concierge that emails you events you might like and purchases your tickets in conjunction with your schedule and your friends, including transportation for the evenings events?

What would you like to see in the future of arts participation?

We invite your thoughts, ideas.

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