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Make every touchpoint feel intentional, welcoming, and unforgettable.
The Experience Audit is a holistic review of your audience’s journey — from ticket purchase to post-show follow-up — designed to uncover hidden friction, align your policies with your values, and infuse more hospitality, ease, and delight into your work.
We combine behavioral science with unreasonable hospitality to help your team design experiences that people don’t just attend — they remember.
What’s Included:
Discovery session to understand your audience and context
Review of 3–5 major touchpoints (ticketing, policies, confirmations, lobbies, signage, follow-up, etc.)
Brand-aligned audit and CX Report with insights + opportunities
Recommendations for policies, automation, messaging, and in-person experience
Optional: Advisory session with your team to review findings
Focus Areas May Include:
Terms & conditions (are they audience-friendly?)
Refund/exchange policies
How easy it is to purchase tickets
Website copy + layout for clarity and emotional resonance
Box office communication tone and structure
Post-event thank yous or survey emails
On-site or digital surprise & delight moments
Perfect For:
Arts and culture organizations that want to modernize their audience journey, reduce friction, and deliver more memorable moments — without blowing their budget or burning out their team.
What People Say:
“Working with Nicole completely reframed how we think about hospitality. It wasn’t about spending more — it was about caring more, and showing that in every detail.”
Make every touchpoint feel intentional, welcoming, and unforgettable.
The Experience Audit is a holistic review of your audience’s journey — from ticket purchase to post-show follow-up — designed to uncover hidden friction, align your policies with your values, and infuse more hospitality, ease, and delight into your work.
We combine behavioral science with unreasonable hospitality to help your team design experiences that people don’t just attend — they remember.
What’s Included:
Discovery session to understand your audience and context
Review of 3–5 major touchpoints (ticketing, policies, confirmations, lobbies, signage, follow-up, etc.)
Brand-aligned audit and CX Report with insights + opportunities
Recommendations for policies, automation, messaging, and in-person experience
Optional: Advisory session with your team to review findings
Focus Areas May Include:
Terms & conditions (are they audience-friendly?)
Refund/exchange policies
How easy it is to purchase tickets
Website copy + layout for clarity and emotional resonance
Box office communication tone and structure
Post-event thank yous or survey emails
On-site or digital surprise & delight moments
Perfect For:
Arts and culture organizations that want to modernize their audience journey, reduce friction, and deliver more memorable moments — without blowing their budget or burning out their team.
What People Say:
“Working with Nicole completely reframed how we think about hospitality. It wasn’t about spending more — it was about caring more, and showing that in every detail.”