Have you ever found yourself in a conversation with a super-smart arts marketer and come away not sure that you were talking about the same thing?
There’s a lot of jargon in our industry, particularly when it comes to subscriptions. A “Choose Your Own” subscription at one organization is a “flex pass” at another, and a “Build Your Own” at another. The term covers a number of different loyalty schemes, from a pack of vouchers to hard tickets that you choose in advance.
There’s no Google Translate for subscription jargon yet, but below is a basic glossary we originally published for our recent case study with Long Wharf Theatre. We recently revised the list to add even more terms. If you'd like to impress your marketing colleagues, make your industry friends jealous with your vocabulary, or simply confuse your significant other when you talk about work, read on.
Acquisition campaign: a campaign with the new goal of attracting new subscribers
Cost-of-sale: the percentage of expense compared to revenue earned.
$100 expense/$1000 revenue = 10% COS
Fixed seat subscription: a subscription where the patron sits in the same seat for every production
Flex pass/Choose-your-own subscription: a subscription where the patron chooses which productions in the series they would like to attend
Full series subscription: a subscription which includes all of productions that the organization produces, or all of the productions in a given series
Lapsed subscriber: a patron who has subscribed in previous seasons or years, but not in the current one
Multi-buyers: A patron who has bought tickets to two or more productions in the past few seasons or years
Per capita revenue: Average price found by dividing the number of tickets or packages sold by total revenue. For example, 10 tickets sold for a total of $100 =$10 per cap
Reactivation campaign: a campaign that targets lapsed subscribers, asking them to subscribe again
Renewal campaign: a campaign that aims to get existing subscribers to subscribe again next season/year
Renewal rate: the percentage of subscribers from one season/year who renew the next season/year
Response rate: the percentage of people who respond to a campaign
Return on Investment (ROI): The net return or profit from a campaign.
Revenue – Expense / Revenue
$100 expense/$1000 revenue = 90% ROI
Same season multi-buyer: A patron who has bought tickets to two or more productions in the same season or year
Same-seat deadline: A due date for current fixed-seat subscribers to renew their subscriptions and secure the seats in the venue that they had for their current subscription
Single ticket buyer: A patron who buys one or more tickets but does not subscribe. Can be used as a blanket term for a group of patrons that has bought any number of tickets.
Single ticket on-sale: The date when non-subscribers have access to tickets for individual performances in the season.
Super subscriber: A subscriber who adds on a donation for additional experiential opportunities. ie. "Enhance your subscription with a $100 tax-deductible gift and receive a backstage tour."
Upgrade: when a current subscriber buys a subscription which is more expensive. Could include a larger package, better seats, a different night of the week, or even adding on a donation
Unit: generic term to represent the number of tickets or packages sold.