Taylor Swift And Ticketmaster Are Providing Crisis Response Lessons For Business Leaders

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Last week’s concert tour ticket crisis involving Ticketmaster and Taylor Swift is a rare situation in which both sides of a corporate emergency have teachable moments that business executives should keep in mind when their companies have a crisis.

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“It’s really difficult for me to trust an outside entity with these relationships and loyalties, and excruciating for me to just watch mistakes happen with no recourse,” Swift said in a“There are a multitude of reasons why people had such a hard time trying to get tickets and I’m trying to figure out how this situation can be improved moving forward.

“While her statement acknowledges that she is ‘extremely devoted to fans,’ she waits until she is called upon for a statement to give one – and rather than showing action, places blame,” Reiss noted.MIAMI, FLORIDA - NOVEMBER 18: : In this photo illustration, A ticketmaster ticket is shown on acellphone on November 18, 2022 in Miami, Florida.

“The only time fans were given updates was when a planned sale was moved or canceled—there were no proactive updates on wait times or what Ticketmaster was doing to alleviate the technical issues. Even if there was nothing new to share, fans needed to know that Ticketmaster was supporting them after promising a smooth experience.

 

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