Whitepaper

Dec 17, 2025

Making First Impressions Count

Every first visit is a chance to make a lasting impression.Whether it’s a theatre-goer’s first night out at your venue, a family’s first museum trip, or a newcomer’s first festival experience, those first moments set the tone for how they’ll remember (and return to) your venue. Ticketsolve makes it simple to deliver a first-time experience that feels personal and professional, and is also effortless for your team and your audience alike. From the moment they book to the moment they walk back through your doors, you can use automation, tagging, scanning, and reporting to make every step both smooth and meaningful.

Before Their Visit: A Warm, Automated Welcome

A great experience begins long before a visitor arrives. With Ticketsolve’s First Time Customer Automation, you can ensure every new booker gets a personal welcome without adding manual work to your day.

Once a first-time customer completes a booking, the automation:

Identifies them via their email address,
Applies a “firsttimecustomer🥇” tag to their record, and
Sends a personalised welcome email introducing your venue and providing key details, directions, accessibility info, bar opening times, or a simple “We can’t wait to welcome you!” (You can personalise this however you wish!)

This not only saves your team time but sets a thoughtful tone that helps customers feel informed and valued from the start

During Their Visit: Personal Hellos and Helpful Interactions

When the day of their first visit arrives, the experience continues seamlessly with Ticketsolve’s Check-In App.

As tickets are scanned, the app instantly displays helpful customer details, including any emoji tags added to their record, so your front-of-house team can spot first-time visitors at a glance.

That means they can go the extra mile, welcoming customers to the venue, and sharing any helpful tips such as the location of the bar, or the loos!

These simple, human touches build warmth and trust. You can also use tags creatively to highlight accessibility needs, donor status, or VIP guests, giving your team everything they need to provide the right level of care and attention.

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After Their Visit: Turning First Visits into Lasting Relationships

The end of the performance isn’t the end of the relationship.

Ticketsolve’s reporting tools make it easy to identify and understand your first-time visitors, who they are, what they booked, and how they found you

You can use these insights to:

Send a thank-you or feedback email,
Offer a special discount on their next visit, or
Invite them to join your membership or newsletter.

It’s the perfect way to move from one great experience to an ongoing relationship, all powered by data that’s already at your fingertips.

Bringing It All Together

When you connect these features, you create a full-circle customer journey that feels intentional and personal at every stage:

Before: Automations welcome and tag new customers, setting expectations and excitement.
During: Emoji tags in the Check-in App help your team greet them warmly and offer extra support.
After: Reports help you reconnect with first-timers and turn them into loyal returning visitors.

This joined-up approach means every new visitor receives the same thoughtful, consistent experience, and your team has the tools and context to make that happen effortlessly.

And the best part?

This strategy isn’t limited to first-timers. The same combination of automations, tagging, and reporting can be used to engage other key audience groups, from lapsed customers who haven’t visited in a while, to loyal members, donors, or frequent attendees.

It’s all about meeting people where they are in their journey with you, and using Ticketsolve to make every interaction count.

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