Ticketmaster Case

1064 Words 5 Pages
1.How did Ticketmaster’s move toward greater transparency help its standing with customers? In what ways might transparency be potentially detrimental?
Ticketmaster’s move toward greater transparency is one that proved to be fruitful in rebuilding customer trust and loyalty. By being vocal about the new changes of the corporation, with the goal to empower customers through new creative changes, Ticketmaster redefined what their company stood for and regained customer loyalty. Ticketmaster’s innovative changes were inspired by listening to their customer base, through social networking, data mining, and observing feedback. In this case, being transparent with a customer base helped Ticketmaster remedy the issue that was plighting their business.
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While Ticketmaster’s business environment had remained the same for years, the quick paced change it was experiencing placed the corporation in a position where an adaptive management style, one that “requires…critical thinking, collaboration, and reflection skills,” to identify new problems never faced before needed to be adopted to provide a corporate environment that was open to innovative non-programmed decisions, “decisions based on reason and intuition in response to a unique situations” (P.171). In adopting a corporate change that altered the focus of the corporation from that of the venue/promoter to the customer, Ticketmaster pushed itself into a position filled with uncertainty, where “all alternatives and outcomes are not known,” which could have been detrimental to the company (P.182). However, with Ticketmaster’s change in corporate focus, they have been able to avoid Boiled Frog Syndrome, used to define companies that are too slow to adapt to changing business environments, and begin a slow return to a positive reputation amongst customers (P.176). Through policy based changes, such as eliminating printing fees and becoming more flexible to the …show more content…
Through the use of systemic and policy based analysis, which would help isolate addressable variables responsible for the corporation’s reputation problem, ambiguity would be reduced, underlying causes would be understood, and a platform for resolving the corporation’s problem would be established. Once this was completed, I would begin to generate alternatives to current policy practices in place through the use of brainstorming, along with the use of the Delphi technique, where “experts propose and question ideas until a consensus is reached,” to create and evaluate the potential effectiveness of alternatives, as well as assess their possible risk, which is the “degree to which the outcome of an alternative can be predicted” (P.184). Lastly, I would implement the most promising alternatives, while using a systems thinking analysis to determine the success of implemented

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