Living through a pandemic era, being responsive to our attendees matters more than ever. theplanner.guru learns more.
The most significant challenge within the meetings and events industry currently is that there are quite complex parameters that need to be followed – both as an organiser as well as a delegate. These range from health and hygiene protocols for in-person attendance, to technical requirements and understanding how to navigate the plethora of event hosting platforms for virtual attendance.
As our data collection and ability to analyse this information becomes more refined, we are learning how to be responsive in the right way to our clients and attendees. Given the times we are living through, this is key, and the right information can go a long way towards reassuring your attendees and providing them with a far more positive experience during your event.
“Responsiveness is one of the most important qualities for a communicator or professional in today’s world. In fact, responsiveness is one of the biggest factors in whether a business succeeds or fails,” writes PA Consulting in its article on how business leaders can reassure their people and reduce uncertainty.
Information is not enough
Given the amount of information we need to manage and process, the communication we provide may not be sufficient to answer specific requests, or this may require deeper insights. This is where the true art of responsiveness comes in handy.
Troubleshooting
Before referring an attendee or user to a specific FAQ or guide, have you taken the time to properly understand their request or exact challenge? Do you have the resources in place to identify and resolve requests if needs be?
What is your turnaround time?
Time is of the essence when it comes to being responsive to your delegates. Even if you do not have a solution available at that point in time, keeping in touch with them if there is an issue you are attempting to resolve will give them a degree of reassurance.
Ultimately, a better attendee and customer experience will lead to higher engagement and participation and for clients and sponsors, this is defining in terms of how they quantify their success.
Further reading
** The Importance of Responsiveness
** The Best Ways to Answer Attendee Questions
** Five ways for business leaders to reassure their people and reduce uncertainty
** New Rules of Attendee Engagement
