Case Study
Empowerment is everyone’s performance
A case study: national performing arts center
The Business Challenge

One of the most well-known performing arts centers in the United States was introducing a new brand identity and wanted to align all employees with the new guest experience while increasing employee motivation and commitment.

The Project

Through a series of workshops with employees, we co-created the ideal guest experience and developed experience principles, design and delivered an in-person training program for more than 1,100 employees.

The Results

Employees were challenged to identify “dumb ideas,” resulting in a revised day-of-performance policy, which led to increased ticket sales. Guests posted on social media about their incredible experiences and the friendliness of the staff.