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Flevy Management Insights Case Study
Live Events Strategy for Independent Music Venues in Urban Areas


There are countless scenarios that require Target Operating Model. Fortune 500 companies typically bring on global consulting firms, like McKinsey, BCG, Bain, Deloitte, and Accenture, or boutique consulting firms specializing in Target Operating Model to thoroughly analyze their unique business challenges and competitive situations. These firms provide strategic recommendations based on consulting frameworks, subject matter expertise, benchmark data, best practices, and other tools developed from past client work. Let us analyze the following scenario.

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Consider this scenario: An independent music venue located in a major urban area is facing a critical juncture in defining its Target Operating Model to stay competitive and profitable.

The venue has experienced a 20% decline in event attendance and a 15% drop in revenue over the past two years, attributed to increased competition from larger, corporate-owned venues and changing consumer preferences. Additionally, the organization grapples with internal inefficiencies, including outdated technology systems and a lack of strategic marketing initiatives. The primary strategic objective of the organization is to enhance its market position by offering unique live event experiences, improving operational efficiency, and implementing effective digital marketing strategies.



The independent music venue is at a pivotal point, struggling to adapt to the rapidly changing dynamics of the live events industry. A closer look suggests that the root causes of its challenges lie in its inability to effectively differentiate itself from competitors and to modernize its operational and marketing practices. These shortcomings are further exacerbated by a lack of a clear strategic direction and insufficient investment in technology.

Competitive Market Analysis

The live events industry is characterized by intense competition and rapidly evolving consumer preferences, with a significant shift towards digital and immersive experience offerings.

The following are the primary forces shaping the competitive landscape:

  • Internal Rivalry: High, due to the influx of both traditional venues and alternative live event spaces, including pop-up venues and virtual platforms.
  • Supplier Power: Moderate, with a limited number of top-quality talent and production services driving up costs for venues.
  • Buyer Power: High, as consumers have a wide range of entertainment options and are increasingly price and experience-driven.
  • Threat of New Entrants: Moderate, given the significant investment required for venue operation but lower for virtual event platforms.
  • Threat of Substitutes: High, from non-live entertainment alternatives and the growing trend of in-home entertainment technology.

Emerging trends in the industry include the growing importance of digital engagement with audiences, the demand for unique and immersive live event experiences, and an increase in event personalization. These trends indicate major changes in industry dynamics, leading to:

  • Increased collaboration between venues and technology providers to enhance the live event experience, creating opportunities to differentiate but also necessitating investment in new technologies.
  • A shift towards more niche, genre-specific live events to cater to specific audience segments, offering opportunities for specialization but risking alienation of broader audiences.
  • The rising importance of sustainability and social responsibility in event production, presenting both a moral imperative and a marketing opportunity.

Learn more about Competitive Landscape

For effective implementation, take a look at these Target Operating Model best practices:

Mergers and Acquisitions (M&A): Target Operating Model (TOM) (32-slide PowerPoint deck)
How to Build a Target Operating Model (TOM) (35-slide PowerPoint deck)
Operating Model Strategy (110-slide PowerPoint deck)
End-to-end (E2E) Operating Model Transformation (30-slide PowerPoint deck)
Digital Transformation: Next-gen Operating Model (24-slide PowerPoint deck)
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Internal Assessment

The venue excels in creating a vibrant community atmosphere and has a loyal customer base but lags in technological adoption and strategic marketing.

SWOT Analysis

Strengths include the venue's strong brand and community presence in the local music scene. Opportunities lie in leveraging digital marketing and new technologies to enhance customer experience and operational efficiency. Weaknesses are seen in outdated operational processes and resistance to change among staff. Threats include the increasing competition from larger venues and digital platforms, as well as changing consumer behaviors post-pandemic.

Value Chain Analysis

Analysis of the venue's value chain highlights inefficiencies in event promotion, ticketing, and customer relationship management. Optimizing these areas through digital transformation initiatives can significantly improve customer engagement and operational efficiency. The venue's strong community engagement and curated event selection stand out as key strengths in its value chain.

Learn more about Digital Transformation Customer Experience Consumer Behavior

Strategic Initiatives

Based on the insights gained, the management team has outlined the following strategic initiatives to be pursued over the next 18 months :

  • Digital Transformation of Customer Engagement: Implementing a digital platform for ticket sales, customer feedback, and personalized marketing to improve customer experience and operational efficiency. This initiative aims to enhance engagement and loyalty, expected to increase attendance by 25% within the first year. Resources required include technology investment and digital marketing expertise.
  • Unique Live Event Experiences: Developing partnerships with artists and technology providers to offer immersive and interactive live events. The goal is to differentiate the venue from competitors and create new revenue streams. This will require investment in technology and creative talent.
  • Sustainability and Community Engagement: Launching green initiatives and community programs to strengthen the venue's brand as socially responsible and community-focused. Expected to enhance brand loyalty and attract a new audience segment interested in sustainable and local community events. Resources needed include partnerships with local organizations and investment in sustainable technologies.

Target Operating Model Implementation KPIs

KPIS are crucial throughout the implementation process. They provide quantifiable checkpoints to validate the alignment of operational activities with our strategic goals, ensuring that execution is not just activity-driven, but results-oriented. Further, these KPIs act as early indicators of progress or deviation, enabling agile decision-making and course correction if needed.


You can't control what you can't measure.
     – Tom DeMarco

  • Event Attendance Rate: To measure the effectiveness of marketing and customer engagement strategies.
  • Customer Satisfaction Score: To gauge the impact of new event experiences and digital engagement platforms.
  • Operational Efficiency Metrics: To track improvements in ticket sales, event setup times, and overall cost reductions.

Tracking these KPIs will provide insights into the success of the strategic initiatives, allowing for timely adjustments and highlighting areas for further investment or improvement.

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Target Operating Model Best Practices

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Target Operating Model Deliverables

These are a selection of deliverables across all the strategic initiatives.

  • Digital Marketing Strategy Report (PPT)
  • Event Experience Enhancement Plan (PPT)
  • Sustainability and Community Engagement Roadmap (PPT)
  • Technology Implementation Plan (PPT)

Explore more Target Operating Model deliverables

Digital Transformation of Customer Engagement

The team utilized the Customer Journey Mapping framework to enhance the understanding of customer interactions and touchpoints with the venue. Customer Journey Mapping is a holistic approach that allows businesses to visualize the path customers take, from initial awareness to post-event engagement. This framework proved invaluable for identifying key areas for digital improvement and personalization. Following this strategic insight, the team implemented the framework as follows:

  • Conducted comprehensive research to map out the current customer journey, identifying all touchpoints with the venue, from discovering an event online to sharing their experience on social media post-event.
  • Identified gaps and pain points in the current journey, particularly focusing on areas where digital engagement could be enhanced, such as ticket purchasing and event reminders.
  • Developed a new digital engagement strategy centered around a mobile app that offers personalized content, easy ticket purchasing, and social sharing capabilities.

The implementation of Customer Journey Mapping led to a significant increase in customer satisfaction scores and a 25% rise in event attendance. The new digital engagement platform was particularly praised for its ease of use and personalized content, demonstrating the effectiveness of the framework in guiding the venue's digital transformation efforts.

Learn more about Customer Satisfaction Customer Journey Mobile App

Unique Live Event Experiences

For this initiative, the Blue Ocean Strategy framework was selected to guide the development of unique live event experiences. Blue Ocean Strategy encourages organizations to create new market space or "Blue Oceans" that are uncontested by competitors, rather than competing in saturated "Red Oceans." This approach was particularly relevant for differentiating the venue through unique experiences. The process included:

  • Conducting an analysis of the current live event market to identify "Red Oceans" where competition was fiercest and "Blue Oceans" where there was potential to innovate.
  • Engaging in brainstorming sessions with artists and technology providers to conceive new types of live events that combined technology, art, and audience interaction in ways not previously offered by competitors.
  • Launching pilot events to test these new concepts with audiences, gathering feedback to refine and improve future experiences.

The application of the Blue Ocean Strategy enabled the venue to successfully launch a series of innovative live events that attracted new audiences and generated buzz in the industry. These events not only increased revenue but also established the venue as a leader in live event innovation, validating the framework's utility in guiding strategic differentiation.

Sustainability and Community Engagement

The Shared Value Creation framework was applied to integrate sustainability and community engagement into the venue's core operations. Shared Value Creation posits that businesses can generate economic value in a way that also produces value for society by addressing its challenges. This framework was pivotal in aligning the venue's business goals with community and environmental objectives. The implementation steps were as follows:

  • Identified key areas where the venue's operations intersected with potential social and environmental impacts, such as energy use, waste management, and community involvement.
  • Developed initiatives that addressed these impacts while also creating value for the venue, such as installing energy-efficient lighting, implementing a recycling program, and hosting community events.
  • Partnered with local organizations and environmental groups to amplify the impact of these initiatives and engage with the community more broadly.

By adopting the Shared Value Creation framework, the venue not only improved its sustainability practices but also strengthened its ties with the local community. This led to increased patronage from community members who valued the venue's commitment to social and environmental responsibility, showcasing the effectiveness of the framework in fostering business growth through societal engagement.

Learn more about Value Creation

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Key Findings and Results

Here is a summary of the key results of this case study:

  • Event attendance increased by 25% following the implementation of a digital engagement platform.
  • Customer satisfaction scores significantly improved due to enhanced event experiences and digital interaction capabilities.
  • Launched innovative live events that attracted new audiences and established the venue as a leader in live event innovation.
  • Implemented sustainability and community engagement initiatives, leading to increased local patronage and brand loyalty.
  • Operational efficiency improved through digital transformation, resulting in smoother ticket sales and event management processes.

Evaluating the results, the strategic initiatives undertaken by the independent music venue have largely been successful, particularly in increasing event attendance and customer satisfaction, which are direct indicators of enhanced customer engagement and improved operational efficiency. The implementation of a digital engagement platform and the introduction of unique live event experiences have effectively differentiated the venue in a competitive market, as evidenced by the 25% increase in attendance and the positive reception of innovative events. However, the report suggests that there could have been challenges in fully realizing the potential of digital transformation, possibly due to resistance to change among staff or limitations in technology adoption. While the venue has made strides in sustainability and community engagement, the impact of these initiatives on revenue is less directly quantifiable, suggesting a need for a more robust framework to measure the return on investment in social and environmental initiatives.

For next steps, it is recommended that the venue continues to build on its digital transformation efforts, focusing on overcoming internal resistance and fully leveraging technology to enhance operational efficiency and customer engagement. Additionally, developing a more comprehensive framework for measuring the impact of sustainability and community engagement initiatives on the bottom line will be crucial. Exploring partnerships with emerging technology and entertainment companies could further differentiate the venue and attract a broader audience. Finally, continuous monitoring of industry trends and consumer preferences will be essential to adapt and innovate in the rapidly evolving live events landscape.

Source: Live Events Strategy for Independent Music Venues in Urban Areas, Flevy Management Insights, 2024

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