Nathan Hubbard, 37, leads the world's largest ticketing company, simultaneously setting about improving customer service and the analytical tools the ticket-buying process affords clients, while steadily overcoming a persistent negative perception in the minds of consumers, who nevertheless use Ticketmaster more than any other ticketing company, by far.
Indeed, Ticketmaster's volume alone makes Hubbard's position influential. Ticketmaster has 10,000 clients and moves 400 million-plus tickets annually, the company says. And despite keen competition, Ticketmaster has grown operating income by 17% in the past year, the best results in the company's history. At the same time, Ticketmaster says fan satisfaction is at an all-time high in terms of customer care and online service.
An outspoken opponent of ticket scalping, Hubbard and Ticketmaster have set out to "reinvent" the secondary business through technology like paperless ticketing, while creating what they describe as a more transparent resale marketplace at TicketsNow. The company has rolled out mobile applications, and is entrenched in social media through Facebook and Twitter, giving fans the ability to post or tweet seat locations. For clients, Ticketmaster has become more heavily involved in marketing. As data service providers and analytics consultants, the company helps hundreds of its clients better-target their fans.