“Putting the Patron Experience Center Stage”
The Kentucky Center for the Arts is an icon in downtown Louisville. It is where visitors from across the state come to experience all types of performing arts from children’s theater to the opera. In 2013, the new president tasked her executive team to create an entire new brand for the Center. Included under that umbrella was the need to recharge the facility and staff to make sure each patron has a truly exceptional experience. PNSA was brought in to do a complete facility and experiential audit ranging from initial ticket purchase through exiting the building after a performance and all elements in-between. We conducted interviews with numerous stakeholders and lead a strategy and ideation session with 30 managers, agency partners and staff and audited numerous performance experiences. The project culminated with training sessions for over 600 staff and volunteers, emphasizing professional development and each team member’s critical role in the patron experience.