Explori Blog

The Value of Customer Service: Black Hat Cybersecurity

Oct 3, 2023

Let's explore the Service in SAAS, using a case study of the Black Hat team, a division of Informa. It's been talked about before, but the real benefit of true SAAS platforms is in its service. Well, service and trust! Since day one, Explori, the events industry survey tool has invested heavily in its customer service team, and by ensuring this, we were able to provide personalized support, seeing an outstanding increase in retention and loyalty among our clients including Richard McCarthy, Senior Marketing Director at Black Hat who has been a customer for over eight years. "The consultative nature of the relationship and, and frankly, just the amount of work that Explori does for us has been fantastic," Richard commented. Richard and his team have been utilizing Explori's survey tools and services since 2014 on the Black Hat Cybersecurity Event series which consists of three international shows based in the US, Europe, and Asia as well as a number of smaller events and conferences. The Black Hat team welcomes thousands of visitors and exhibitors annually and at the start of the relationship with Explori, the Black Hat team, a division of Informa, were "voluntold" they'd be using the survey tool. From Voluntold to Loved — Explori's Journey with Black Hat Skeptical at first, as many users are when new software is introduced, Richard and his team were soon won over by the ease of use and customer support provided by Explori. When asked about the relationship with the customer service team at Explori, Richard said "after eight years, Explori has really proven themselves, and I really, really like working with the team." Richard discovered very quickly that it was more than just the software that they valued in this relationship. From front-end usability, back-end customization, and cross-tab reporting capabilities plus a very consultative approach to understanding and delivering on requirements, it was unlike anything Richard or his team had used before. Before long, Informa started to adopt the platform across its event business using the software and service. But as Richard says, it's the team behind the technology that makes the real difference. Data Security Due to the nature of the events, working in Cybersecurity, the Black Hat team has to take data security very seriously and Explori has not only met their requirements but have gone above and beyond in understanding the specific needs of the industry. So much so that Black Hat will now be sending emails directly from the Explori dashboard to survey its customers. This enables the team to integrate better its data with registration to truly understand their aggregated data from survey responses to know exactly what each of their event personas thought of the event and how they could then improve on those experiences. "What job function said that? Which industry was that subset of data in? It's this level of data and insight that we've simply not had before" commented Richard adding "Explori has proven that we can trust them". Understanding Black Hat's Audiences It can be a real challenge to truly understand attendee, sponsor, or exhibitor intentions and perceptions through using purely traditional data points such as that of registration. Registration is often where questions are asked so that sales, marketing, and operational event teams can fulfil a service; deliver a badge, promote spaces and build relevant show features. Utilizing Explori has meant that the Black Hat team can truly understand different personas at their events and what matters most to them. For example, receiving feedback from an individual could seem like the whole event is against them when up against it onsite, but with validation through surveying, the team can see if it's just that particular individual or if there are multiple people feeling the same way. This helps them to take corrective action, whether that be through better communication on-site or post-event, improvement to event features, or even how they plan and communicate their events or sessions going forward. Explori helps Richard and his team really understand what worked, what didn't, and what they should keep doing because attendees loved it and equally, what they should change because certain areas didn't work so well. INSIGHTS FOR EVENT ORGANIZERS What does success mean for your event, organization or market? Clive Morris, Research Director at Explori, shares his thoughts on measuring event success and how to turn the numbers into valuable action-led insight across your organization. Download Guide Accessing Data-Validated Feedback The validation that the team received on real-time show feedback helped the Black Hat team have better, data-led conversations with their suppliers. At a recent event, they understood onsite that there was a paint point around exhibitor entry to the event on build days, not something that's always easily visible onsite. Through surveying their sponsors and exhibitors they were able to get to the heart of the problems raised, understand that it affected a wider audience, and take corrective action when speaking with their supplier on how to do better next time. The relationship with Explori has helped the team to build better, more transparent relationships with their suppliers. In summary The Black Hat Cybersecurity team has been able to grow its survey program and improve event experiences for attendees with the help of Explori. Their data security requirements have been met and exceeded, and they are now integrating their data with registration (and other vendors) in order to understand attendees’ perceptions and intentions at a much more granular level. The team is also utilizing Explori to validate feedback received onsite in real-time so that they can have more data-led conversations with suppliers and partners, improving experiences overall. Asked about the relationship with the Explori team, Richard commented "Clive is just fantastic. He’s a great partner and has been looking after us for a long time. His role may not be our day-to-day manager, but the fact that he always jumps in to help, is just another great reason we’re working with Explori."  Check out how Explori can help increase the value of your customer service. Get started with Explori, let us set you up with benchmarks that provide insights to guide your event measurement and innovation to increase your ROI. Book a demo with our events specialist today.

Trade shows and the pandemic effect

Nov 28, 2022

The effect of the pandemic on the events industry has been well-charted; you would be forgiven for thinking you knew the whole story. Explori has access to event feedback data collected from attendees and exhibitors at 4,000 trade shows in 50 countries, a dataset that is representative of 200 million trade show experiences. This data tells the story of thousands of individual events, but at an aggregate level it also provides an unparalleled view of just how the pandemic has shaped the industry – for better and for worse. All of Explori’s post-event surveys collect attendee and exhibitor data to create key benchmarking metrics. These benchmarks allow event teams to compare individual events against industry standards, and to track the progress of their own events over time. So what can these metrics reveal about how the industry has changed – and how should this knowledge inform event strategy? Post-pandemic, NPS is on the up One of Explori’s key benchmarks is the event’s Net Promoter Score, or NPS score, which measures how likely a participant in a particular trade show is to recommend the event to a friend or colleague. In previous years, the average NPS score for trade shows remained relatively static, moving by a few points at most year-on-year. From 2021, however, when events began to take place in person once again, the NPS average shot up by almost 20 points. Good news? It’s not quite so simple… The complicated role of event importance When a previously stable datapoint changes dramatically, it’s a clear sign that something is happening behind the scenes. After years of pandemic-induced disruption, professionals in every industry looked forward to the return of business-as-usual trade shows. Some events began to return, tentatively, to in-person formats. The importance of these events – another of Explori’s benchmarks – was increased by the scarcity of the last few years, with each event representing a rare opportunity to connect with colleagues in-person. We all want our events to be thought of as important – right? Well – yes. But the importance isn’t always a dependable metric. A show might be rated as important by attendees one year because its only competitor was cancelled, or because – hypothetically – it’s the first time the show is going ahead after, say, an unprecedented global pandemic shut down in-person events for two years. That benefits the show in that particular year – but what about the year after, or the year after that? Analysis by Explori found evidence of an ‘importance bump’, meaning that enhanced importance scores can inflate the NPS of events with lower satisfaction scores, another Explori benchmark. Events with high importance scores and low satisfaction scores tend to pull in ‘hostage’ attendees, who are there in the absence of a better option – leaving the event vulnerable to disruption. The reality is that NPS scores should not be considered in isolation – we need to be looking at what’s going on under the hood. Higher NPS scores may be indicative of a post-pandemic bubble, rather than telling us that events are back and better than ever. In fact, a closer look at the data tells us that attendee and exhibitor needs have changed significantly in this new era. Redefining success: Quality over quantity What do you imagine when you picture a successful trade show? Walkways thronged with people; a rising swell of conversation; meetings at stands, in lounges, over lunches. Understandably, many of us equate high attendance with success. And yet Explori’s data suggests that there is no correlation between the number of visitors and exhibitor satisfaction scores. Four in five exhibitors say that visitor quality has a strong influence on their decision to exhibit at a given show, compared to three in five who say the same for visitor quantity. Creating a positive exhibitor experience is clearly integral to the success of a show, and Explori’s analysis has found that higher exhibitor NPS scores lead to higher spend. So what else are exhibitors looking for? Post-pandemic, exhibitors are more likely to give an event a high NPS score if they feel they were able to meet with existing customers and launch new products into the market. Conversely, generating new sales leads and taking orders were less likely to correlate with high NPS scores, indicating that sales-based objectives have taken a backseat. Attendees, too, are keen to meet disruptive exhibitors bringing new products into the market. Post-pandemic, successfully discovering innovative products and solutions is the biggest driver of attendee satisfaction. What does this mean for event organizers? Exhibitor satisfaction is crucial. Trade show organizers should work closely with their exhibitors to understand their objectives and take the time to train them so they can work at their best. Organizers should shift their focus, prioritising quality of attendees and exhibitors over quantity. Armed with the data, event organizers should feel bold enough to attract fewer, higher-quality visitors. The exhibitor mix is also incredibly important. Attendees report higher satisfaction when they attend trade shows that introduce them to new, market-disrupting suppliers and products. The most nimble, disruptive exhibitors tend to be smaller, newer organizations, with smaller marketing budgets. Alternative pricing models that moved away from a strict price-per-square-metre format could make it much more attractive for these organizations to exhibit.

How do you get buy-in from stakeholders

Oct 12, 2022

Originally created for Association Meetings International read the full article here One of the ongoing challenges facing many event professionals operating within associations, networks and membership organizations is the ability to implement change. This is particularly an issue when looking to modify a significant element of the event such as the format in which it’s delivered, location or frequency. Many businesses collect vast amounts of data post event but fail to put the results to use. In a recent podcast, the vice president of Meta, Nicola Mendelsohn, spoke to the challenge of change: “I’m open to change my mind if I see evidence and data. There’s a poster on the [office] wall ‘Data Wins Arguments’. I like that because I think it’s true. Data allows you to really look at something and know if something isn’t going well to stop it.” Effecting change can be difficult, with time, resources and inclination being three of the prevalent blockers. At Explori, we believe framing the data and insights garnered from your events in a proactive and productive way can help influence change and overcome many obstacles, particularly amongst your most senior stakeholders. Know your audience Being able to play the data back to your stakeholders in a way that engages them, and more importantly, encourages them to act on the insight, is vital. From the beginning, your event data strategy should speak to the wider organizational goals and objectives and be agreed by all parties. What does success look like for a given event or portfolio of events, and what data points are therefore central to measuring performance against this success criteria? You should also detail how the findings will be communicated back to the different stakeholders involved with the event and how will the findings be acted on. These elements are interlinked – the more apposite the communication of the findings, the more likely they will be acted on. Communication is key You can have the best data strategy and collection process in the world, but if the findings are poorly played back to the event’s stakeholder group, then the effort risks being largely wasted. At the heart of this, the key mantra is that one size absolutely does not fit all. Each of your stakeholders with have different levels of seniority, with different business focusses and insight needs. Some will respond well to granular details whilst others will want headline statistics. Others will enjoy a more visual presentation; others simply want the numbers! A fundament task when mapping out the stakeholders for your data project is to fully understand who your stakeholders are and how they like to be communicated to. For example, it’s unlikely that the C-Suite level stakeholders are going to want to be presented with a 10,000-row spreadsheet with raw data. Whilst those in an operational role, who are perhaps more likely to have a remit to implement day-to-day changes on the back of the data, will find a 'Top 3 takeaways’ summary insufficient. However, both groups will be reassured that the other type of output exists – the C-Suite, that there is a detailed data analysis underpinning the key messages, and for the operational stakeholders, the takeaways provide an initial steer into the data that they can follow-up on with the more granular outputs. Here are some top things to consider when presenting insights: Think about the optimal timing of the playback session. All day is likely to be too long and difficult to keep focus, and from an organizational perspective, very tricky to coordinate calendars and get everyone together. One hour? Likely to be too short. Think about what you want the outcomes to be, then use an estimate of how long you think each section will take to determine the optimal meeting length Be as engaging and interactive as possible. Be clear, visual and pitched at a level that can be understood by the whole group. Try: “What do we think about this?” “Can we shed any light on it?” Talk to them personally For example, “I know you felt there was a problem with the app. Here’s what we found re. the extent of the problem, and some suggested solutions from users. Do we believe any of these would work?” Qualitative findings can help engage the audience, building on any quant data. Hearing customers’ voices directly adds colour to the quantitative findings. Additionally, look to get your stakeholders involved in recommending customers to participate in the research process - this enhances their engagement and buy-in from the start of the process and they will be particularly keen to hear the results from their nominated contacts. Act Accordingly The next critical step is gaining buy-in to ACT on the findings. In other words, what will come of all the efforts that have been expended to collate the data? This is partly empowerment – ensuring (again, ideally provided from the outset) that team members have authority to implement changes on the back of the findings. But it also once more comes down to communication approaches. You will likely have brought all your stakeholders together to agree a data strategy based on your organization or event’s specific goals and objectives. It’s now time for you to reconvene this group and determine an action plan based on the results. Be clear here on priorities and make sure the number of actions is kept to a manageable number – particularly for an individual stakeholder/team. Some actions may be small, however some of the more significant changes will involve engaging third parties and may not be ready to action immediately. Don’t kick these into the long grass, instead look to reschedule a meeting to review these changes on a regular basis and allocate a time in which they will be addressed. Documenting this process is key to engendering accountability amongst those involved and overall, ensuring the insights successfully leads to actions. In conclusion Change within business can be tricky to navigate. At times it can feel like an uphill task, particularly when your faced with multiple stakeholders. Remember, it’s human nature to resist change and can make some individuals feel vulnerable or nervous. Having a good data strategy in place, well-delivered insights, and a measurable action plan will help alleviate many fears and give your organization a solid foundation on which to build a positive customer-centric future. *** Like this? Download your free copy of The Power of Data Insights for Associations - Turning Insight into Revenue.

How Strategic Event Data Empowers Associations

Sep 1, 2022

Why does your association need an event data strategy and what are the risks of not having one? Event data—and being able to use and interpret it effectively—is essential for associations to understand the impact that events have on their members. It’s equally essential for ensuring that this impact grows rather than fades over time, that events stay front of mind for members and key stake holders alike. Explori has worked with thousands of event professionals and meeting planners to help them understand how benchmarking, attendee tracking, setting strategic goals and other practices can work to ensure that events fulfill their purpose, whether it’s driving business for members, bringing members together for networking or moving the dial for the industry. Sophie Holt, managing director of Explori, cautions that simply gathering event data without a strategic plan in place is not enough to achieve these goals. Holt emphasizes that metrics in isolation, including past attendance, only indicate what has already happened, not what will happen. Even events that were well attended one year can fall flat the next if a newer, more enticing show comes along. Perhaps the seemingly popular event was really a “hostage” situation that only attracted people because they had no other choices. An event data strategy, one that drills down into attendee behavior and examines their actual engagement with the event, can help predict future attendance and indicate what improvements may be needed to keep it on an upward trajectory. While some event planners may think data won’t tell them anything they don’t already know, Holt says that all too often anecdotal information, whether it’s an effusive email from a happy speaker or angry words from a sponsor, gets mistaken for data. “You can’t just rely on anecdotal information—it’s a psychological phenomenon that we retain information that confirms beliefs we already hold,” she says. “It’s data that gives voice to the silent majority and reveals hidden trends.” What are the risks of not having an event data strategy and why is it more crucial than ever? With the pandemic, business and marketing experts say that people have become more discerning of how they spend their time and are looking for more curated experiences. “We need a deep understanding of the customer journey and future behavior,” Holt says. “The risks of not doing so are clear—you will be less customer centric, and decisions will be made without addressing what people want or need. You will fall short in marketing goals.” She also notes that while the rise of event technology has brough in a flood of new data, it hasn’t brought in a flood of new insights. Unfortunately, data all too often gets trapped in silos within an organization and loses whatever impact it could have. With a strategy in place, data gets to the people who can use it to create better events, achieve organizational goals and predict behavior. How has Explori helped associations use event data to their best advantage? One example is the Chicago Dental Society (CDS), which has held its Midwinter Meeting every February for over 150 years. Feedback from the event had been gathered on rudimentary survey tools, which didn’t provide a robust way of understanding how the event performed in the eyes of the attendees and exhibitors. The CDS turned to Explori to help it understand how this annual event was performing against the global healthcare sector. Explori gathered data at three key points throughout the event journey. Attendees and exhibitors were asked at registration about their objectives in attending the meeting, data on their engagement was gathered at the event and responses were mapped to provide a post-event analysis. Following the meeting, Explori blended several key indicators together to provide a single overall event score, including overall satisfaction, likelihood to return, and event importance. Aggregated together, these points provided a clear picture of the event’s performance, without emphasis being placed on any single factor. From the data, Explori created an analysis that enabled the CDS senior leadership to understand the attendees and exhibitors’ experiences at the event and their attitudes towards it. They were then able to prioritize the areas of improvement that would have the most meaningful impact. Holt believes that employing an event data strategy for a successful event is not dissimilar to how a farmer ensures a successful harvest. It starts with planting the right crop, monitoring environmental factors throughout the growing cycle and making note of what can be done better next time. Like this? Download your copy of The Power of Data Insights for Associations - Turning Insight into Revenue.

How do corporates really feel about returning to live events?

Nov 19, 2021

This month, Explori’s Sophie Holt was invited by M&IT magazine to shares findings from the latest Global Recovery Insights study 2021, which reveals how corporate event professionals and their businesses really feel about returning to live events… Originally created for M&IT Magazine The great comeback One year on and businesses who regularly exhibit at trade shows are still sorely missing live events. While the absence of trade shows has meant some resources have been diverted into other channels, businesses have been unable to replicate the value of trade shows in key areas. 66 per cent of businesses reported reduced networking opportunities and 44 per cent felt fewer leads had been generated due to the lack of live trade shows. As a result, both visitors and exhibitors are now eager to participate in events at roughly the same frequency as they did pre‐pandemic (2018/19). With 72 per cent of existing visitors saying they plan to attend trade shows at the same or increased frequency, this indicates a positive appetite from attendee audiences for the return to the show floor. For exhibitors at trade shows, the intention to participate in future events has also returned to pre‐pandemic levels, with 62 per cent planning to exhibit at the same or increased frequency as before. Will the money return? While some event marketers are still having to reduce their trade show budgets, overall the cuts have been less severe and less widespread than feared. Three quarters of exhibiting businesses expect their budget to return to pre‐pandemic levels within 12 months. Spending on corporate events may also decrease, but like trade shows, the impact seems less severe than was suggested in 2020. Interestingly, there is evidence that event marketers are prepared to protect investment in the shows they do choose to support, suggesting that high‐quality shows could be protected from budget cuts. Of the marketers who will reduce their spend, three quarters are looking to exhibit at fewer shows and half will reduce their spend on travel and accommodation. However, of the respondents planning to save money by exhibiting at fewer shows, 60 per cent will maintain their spend on design and build and 67 per cent will continue to invest the same amount in floor space. Unlike previous years where visitor numbers were the driving factor, 86 per cent of businesses exhibiting stated visitor quality is a large influence on their decision to support a show, against 67 per cent who are influenced by visitor numbers. This ‘quality is judged primarily through previous experience at a show, suggesting established shows with high Net Promoter Scores (NPSs) are well placed to attract investment, but shows that are highly recommended are also valued, with over half of respondents saying this has a bearing on their decision. Going digital Across the entire survey, there is no evidence to suggest a wholesale shift away from live events towards digital – budgets for virtual events have remained flat. Whilst visitors appreciate the time and cost savings offered by digital and find it a convenient way to consume content, live events are still preferred across every aspect of the experience due to their unique ability to offer a high quality of networking and overall experience. For exhibit marketers and sponsors, the live experience is still valued across all aspects, and above hybrid. Only 64 per cent of exhibitors have participated in a digital event, up from just 52 per cent 12 months previously. Explori’s exhibitor NPSSM benchmark for digital events sits well below that for live events. This suggests exhibitors’ experience at digital events is a significant challenge for organisers who wish to pursue revenue for a digital model. Is hybrid the best of both worlds? Hybrid events would seem to have the potential to combine the best of live networking and discovery with the best of digital content consumption. However, the cohort of visitors who have experienced a hybrid event were not enthusiastic about them. While better than a purely digital event, hybrid was seen as a detraction from the live event and there is evidence that hybrid events are waning in popularity as live events return. Is there any future for digital and hybrid? Previous studies have shown that digital had the potential to attract new audiences, particularly where the show was new. This has been borne out by the many events which have seen an increase in visitor numbers to their digital shows. It appears this new digital audience has the potential to convert to a live audience in future, with around half of exhibitors and visitors saying they would be highly likely to attend an event in‐person given the chance, having previously discovered it digitally. The Panel For the first time, the Global Insights report surveyed a senior group of UK and US decision-makers who had no experience of using trade shows as part of their marketing mix prior to the pandemic. The results revealed that this group had been much more digitally engaged over the previous 12 months, having been much more likely to sponsor a digital event or organise their own than our exhibitor respondents. This group is also interestingly more likely to convert from digital participation to in‐person participation than either current visitors or exhibitors. They were also highly likely to continue to participate in digital with over two‐thirds saying they would continue to run their own digital events and sponsor and exhibit at third‐party digital events. Most strikingly, 55 per cent of this group now believe that they will exhibit at in‐person trade shows more frequently. What will the future of trade shows look like? The research identified four key findings regarding the future of trade shows. Digital has the potential to broaden both the exhibitor and visitor audience. It will play a part in enhancing communities around the event, providing better access to content and a more curated experience. The quality of the audience over quantity of numbers will rise in value. Future organisers will focus on engaging the highest quality audience and the narrative will shift away from selling based on the number of attendees. As a result, the floor plan will change. Future organisers will offer a range of sponsorships and activations to help exhibitors capitalise on more curated, meaningful engagement with high-quality visitors, rather than focusing on footfall. Booth design and exhibit strategy will change accordingly. Future organisers will also work more collaboratively with exhibitors at trade shows to ensure that the value proposition, both on and offline, is designed in conjunction with the exhibitor’s objectives and maximise investment is fully understood. In summary The Global Recovery Insights survey reflects the optimism felt by the exhibition industry that live events are returning to pre‐pandemic levels. Budget cuts have not been as harsh as predicted and spending is expected to return to pre-pandemic levels within an average show cycle. Quality shows are likely to be protected and digital has opened up new opportunities to convert naysayers to the power of live! The research was conducted by the live events research specialists Explori, in partnership with UFI and supported by SISO, has just been published. The global quantitative survey of trade show visitors and exhibitors, carried out in the summer of 2021, collectively gained 15,000 responses representing trade show participation in over 30 countries. The full Global Recovery Insights report is now available to download here.

Charlotte Penn talking about good post-event survey response rates

What is a good post-event survey response rate?

Mar 29, 2021

woman completes post-event feedback survey

Feedback surveys? Only for lovers or haters?

Apr 6, 2020

Whilst more and more event planners are turning to online surveys to gauge customer feedback, some still have concerns about the validity of the data if they are planning to use it to inform their event strategy - are they right? New clients sometimes ask us if people are only motivated to fill in online surveys if they’ve got something really good or really bad to say, missing the views of the “average” attendee. So what does the data say? Using a sample of 146,000 attendees who completed post-show surveys, from the database of over two and a half a million survey responses collected by Explori in the last 12 months, we examined the response to the question: how likely are you to recommend the event to a colleague / friend, to find the Net Promoter Scores (NPS). NPS response is divided into three categories: Those who give scores of 0-6 out of 10 are classed as detractors Scores of 7-8 are passives or neutral Scores of 9-10 are promoters In our sample, 11% fell in the detractor camp, 42% in the promoter band and 47% in the neutral or passive band. So there was certainly a large group of people with middle ground views who had chosen to give feedback. With almost a third of respondents sitting happily in the neutral camp, (with scores of 7 and 8) and another 15% “a little underwhelmed” with scores of 5 or 6, this group is more sizeable than both the “lovers” or the “haters”. When it comes to post-show online surveys, “Average Jo” is quite happy to give her opinion. Online surveys vs face-to-face But we also see more of a spread to the extremes of the scale, including 3.5% rating the show they attended as 0 or 1 out of 10. It is this group that can sometimes be under-represented in face-to-face surveys conducted during the event. By collecting your feedback online after the event, you have given your attendees the fullest possible time to form their opinion of the event. In this respect it could be argued that there is more validity to their response than one taken part-way through the experience. Think about the very direct feedback you get from your attendees (whether they will attend next year). Do you find their responses are more neutral (don’t know whether they will or not) at the beginning of the event and more polarised (they definitely will not) towards the end or shortly after the event? Which do you feel most represents their “true” opinion? Social nicety also comes into play. Many people temper their opinions when they are talking to a real person – an unconscious attempt to protect the feelings of the interviewer, or to appear a better person before them. This can particularly impact responses to questions around income, job seniority and attitude towards professional development, where some answers are perceived to be more socially desirable than others. It also buffers the results against very low NPS scores. In results published by a UK research agency*, it appeared not a single respondent had given a score of 0 when surveyed face-to-face. You could address the “nice-factor” by placing self-serve terminals at your event in an area you are confident will attract the full spectrum of your attendees, but the cost of build and loss of prime space can make this unappealing. So should you be concerned if there is a variance between the data you get online and the data you would get face to face? Well not if you compare apples with apples; if you consistently collect your data in the same way, you are not going to run into problems when you compare year-on-year. You should also look for data that has been collected in the same way if you are want to benchmark externally. You know your audience – are there any groups through demographic, or line of work not accessible through email? Or are you are looking for the views of a vital subsection of your audience? Then consider combining online and offline research to help you meet your objectives. Agencies with experience of both, or online platforms with offline partners, will be able to deliver both and work the data to give meaningful comparisons. So in conclusion, online surveys are cost effective and getting increasingly sophisticated at capturing the full opinion spectrum from lovers to haters and everyone in between. Their big sample sizes lend themselves to detailed analysis and comparisons of the experience of segments of your visitors and they eliminate the “human” bias. But you may well find you get differing responses between any research conducted at the show and online after the show. It would be limiting to see either as being the “true” opinions of your delegates – they both need to be treated in context when you are drawing conclusions and compared against appropriate benchmarks to help you turn your data into something meaningful to your event strategy. Find out more about how you can incorporate attendee feedback into your event strategy.

Consumerization of B2B events: The shifting priorities of attendees

Jun 6, 2019

One of the highlights of last month’s Experiential Marketing Summit in Las Vegas was a benchmark study revealed by Sparks and Event Marketer about the consumerization of B2B events. When I compared some of their findings to Explori’s Global Visitor Insights report a clear difference emerged. When people attend trade shows they have different event expectations compared to when they attend brand-led events. In the US trade shows are still one of the most profitable B2B media strategies, generating over $13.2bn revenue in 2018. But all events aren’t made equal, and the data suggests nor are the people who attend them. In the Sparks report, they surveyed attendees at brand-led events (i.e. Dreamforce, AdobeMax, Google I/O and more) to understand what today’s attendees want from B2B events. Consumerization came out top as being highly important. However, Explori’s Global Visitor Insights (GVI) 2018/19 report demonstrated something quite different. If you exhibit regularly at events, or organise your own shows, you'll probably be surprised by what the data suggests. What is consumerization in the context of events? Consumerization (or festivalization) is a megatrend that exploded on the B2B event scene in 2016/17. A stream of articles and reports cited the changing face of B2B events influenced by what was happening in the consumer events space. The growth of the experiential economy has created a convergence point for businesses and the creative industries. B2B professionals have been exposed to the high-end production of festival style events such as South by Southwest and now expect a certain level of fun and enjoyment from conferences. B2B events have been challenged to adopt creative elements from consumer events in order to engage an audience who are becoming more distracted and fractured. It does however beg the question, are there some cases in which incorporating consumer elements is not required? Could it even be detrimental? What does the data say about consumerization in B2B events? The Sparks report found that, “while a significant 68% of B2B brands see consumerization as an important trend, an even higher percentage of attendees (77%) feel consumerization is important.” The data here reveals that attendees of brand-led events want to have festival-style elements woven into their experience. It appears they go to these events, not only to be informed but to be entertained. A different picture emerges in the GVI report. We asked 13,000 trade show attendees if they would spend more time at shows that are more entertaining. Only 24% of people in developed countries agreed*. We also asked if they thought events should be more like festivals. The results showed a much lower interest in introducing consumer elements to the trade show experience compared to brand-led events. Even amongst the youngest cohort of our study. Only 36% of under 24s and 33% of 25-34s agreed trade shows should be more like festivals. This disparity surprised me at first. Why do the expectations of someone attending a trade show appear to be so different from when they attend a brand-led event? A deeper dive into the data revealed what drives this. The shifting priorities of event attendees In brand-led events, Sparks found that the top 3 priorities for attendees are: Education/Professional Development (73%) Networking (68%) See new products (55%) However, at trade shows we found the top 3 priorities are: To see new products and services (62%) To keep up to date with market trends (61%) Networking (50%) 59% of our respondents agreed that it didn’t matter whether or not trade shows were entertaining as long as they could achieve their business objectives. It appears that trade show attendees have quite clear cut goals when it comes to attending events. Fun is a “nice to have” but when it comes down to it, the real measure of success is whether or not they find the suppliers and solutions their business needs. On the other side, brand-led event attendees want to be educated and increase their network. They also want that to be wrapped in an experience that echoes consumer events with more unique event spaces, innovative environments, autonomy over how they learn and interact and more creative F&B. For event marketers/organisers utilising a mix of trade shows and brand-led events, this is something to bear in mind. If you’re hosting or sponsoring a brand-led event it may be more beneficial to focus on the experience of your event or stand in order to satisfy attendees who expect to be entertained. Alternatively if you’re exhibiting at a trade show you may want to strip back the experiential elements and focus on showcasing the product/service you offer in an innovative way to converge with attendee expectations. It’s not a one size fits all approach. It’s important to consider whether throwing in consumer elements across all your events, regardless of format is going to deliver the best return. In order to cultivate an event strategy that leaves a lasting impact; tap into the unique expectations of attendees and tailor your strategy to suit. Download the full Global Visitor Insights report here.

What can 13,000 Trade Show Visitors Tell Us?

Jan 16, 2019

We published the findings of our 2018/2019 Global Visitor Insights at the UFI Global Congress in St Petersburg. Produced in partnership with UFI, the Global Association of the Exhibition Industry and supported by the Society of Independent Show Organisers (SISO), the report represents the biggest ever global study of trade show visitor experience. In this article, first published in Exhibition World, report author, Sophie Holt discusses some of the findings... Overall the view of trade shows amongst our visitors is positive and stable. When we look at the Explori Global Benchmarks, which contain visitor feedback on over 1,600 trade shows, key indicators of visitor experience such as Net Promoter Score (NPS) have been stable over the last three years, at +5 in 2016 and now +7 in 2018 for trade show visitors. This is reflected in the responses to the survey; most visitors report trade shows are performing about the same, if not getting a little better. But is fatigue is setting in for some regions? We can see that visitors in markets where the trade show industry is more developed, such as Europe and North America, are more likely than visitors in developing markets to say trade shows are getting worse. 27% of visitors in North America think trade shows are getting worse, compared to only 14% in the Middle East and Africa. The most cited frustrations for visitors will be a familiar list to most organisers: seating, catering, parking and queuing. However, visitors with these frustrations generally like trade shows, find them beneficial and plan to attend them again in future. When we look at respondents who dislike trade shows and do not find them beneficial, they tell us about very different frustrations. Core drivers of visitor satisfaction Visitors with negative views are much more concerned about their ability to meet the right exhibitors. This supports the insight from the Explori global benchmarks, where we can map how closely different visitor objectives correlate with overall satisfaction. Again, we see that exhibitors are key to visitors meeting their most important objectives of “sourcing new products” and “staying up to date with market trends”. 29 show directors and senior marketers were interviewed to support the research. Many of them emphasised the importance of a seamless visitor experience and creating a “Wow-Factor” for audiences through tactics such as “festivalisation”. Organisers may be in danger of under-valuing the core role of the exhibitor in driving visitor satisfaction. This study allowed us to understand visitors’ overall views of trade shows as a channel to meet their business objectives. Again, the results were positive; across a range of business objectives, trade shows were the preferred channel ahead of social media, online market places and trade publications. Whilst visitors are most likely to see trade shows as the best channel to achieve their goals, they do recognise and at times prefer alternative formats. Shows that traditionally operate as buying forums are potentially at risk, and in fact 15% of visitors see online marketplaces as better ways to buy/source products, with this rising to 29% amongst under 24’s. Similarly, learning about the industry is facilitated by other channels such as trade media, conferences and social media, with only 34% who say trade shows are the best way to achieve this goal. Those aged under 34 and women of all age groups are more likely to prefer social media as a channel to find new ideas and innovation. It is important to note that whilst survey respondents said they expect their trade show attendance to remain stable, they expect to increase their use of all other media channels, potentially putting more pressure on the trade show model. Many organisers however, see this as an opportunity rather than a threat as trade shows partner with other channels to attract visitors, or become content creators themselves. Organisers refer to a desire to create communities around their events and provide content 365 days a year. However, some express concern that to be successful at this the structures and skill sets within their organisations will need to evolve beyond one designed to deliver a trade show over a period of a few days. Download the full report here.

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