Always thinking...

Case Study: Event Engagement With Added Caffeine


Have you had your coffee fix today?

The 60% of Australians aged between 30 and 70 who drink coffee every day probably have!

Given coffee’s popularity, it’s no surprise it’s a non-negotiable feature at most events.  While catering to the caffeine demands of a small internal meeting is easy, things can get tricky for large events hosting hundreds or thousands of attendees.

Do you serve filter or barista brewed? How do you avoid long lines and over stretched service?  What happens to a large crowd when they’re deprived of caffeine?!

The coffee conundrum made us dig deeper to find out more about the Customer Engagement and Loyalty Conference that took place in Australia’s coffee capital, Melbourne.

We chatted to event organiser, Elizabeth Hanlon from Global Loyalty, about how they pulled off a caffeine masterstroke to boost event engagement!


CC: Hi Elizabeth, can you tell us a little more about your event?

Elizabeth: It’s the Customer Engagement and Loyalty Conference.  The event has been running for six years and provides information, discussion and networking opportunities.

Attendees tend to be people in senior, decision-making roles in marketing managers, loyalty and data analytics.

CC:  So, people who are very likely to expect, or rather need, coffee at an event?

Elizabeth: Absolutely! In the past we’d serve filter coffee, but we’d find that people were nipping out to get a ‘proper’ coffee.

Given the 2018 event was being held near Melbourne where there is a strong expectation for great coffee we felt filter wouldn’t fly with our attendees.

CC: Did you bring in a barista?

Elizabeth: We certainly did. We hired two coffee carts to cater the event. One would provide a walk-up service like a normal café. The other would deliver coffee orders made via our event app.

CC: Wow! A clever idea.

Elizabeth: I thought incorporating a coffee ordering element into the event app would not only make getting hold of a coffee a lot easier but it would also encourage downloads of the event app itself.

CrowdComms came up with a clean and simple ordering feature for the event app that was exactly what we were looking for.

CC: Did it work?

Elizabeth: It did, almost everyone downloaded the app! We also made coffee ordering part of our gamification strategy.

For every coffee attendees ordered they would receive 25pts and boost their place on the leaderboard. It definitely helped with event engagement.

CC: And how about the in-app ordering, was that a success?

Elizabeth: It went down so well. It was really easy to place an order. People could specify their coffee preference and milk type. The order went straight to the barista who worked from the list of incoming requests.

Attendees could order throughout the day so we had hardly any queuing.

CC: What was the attendee feedback like?

Elizabeth: They loved it! Attendees could order as many coffees as they liked.  I had plenty of people asking me “where can I pay for coffee?” They were delighted to find out it was free!

We planned on three coffees per person and came in just under that for the event.

CC: Did you get any sponsor feedback?

Elizabeth: Mastercard sponsored the coffee cart. While they didn’t give any specific feedback they had done this before so it obviously works for them.

CC: Finally, do you think the coffee ordering gave your event a strong point of difference?

Elizabeth: Definitely. Coffee is an instrumental part of many people’s day. Making sure attendees could get their daily cup easily (and for free!) helped create a lovely, positive vibe throughout the event.

How Effective Is Your Pre-Event Marketing?

What are you doing right now to build anticipation and drive tickets sales before your event starts? With so much time and energy devoted to creating the event itself, pre-event promotion can fall by the wayside.

Event tech is critical to maximise attendees’ on-site experience, but it can also help to achieve the goals you set before the event starts.

Pre-Event Goals

The following pre-event goals are likely to be your priorities:

*Increase event registrations & boost ticket sales

*Generate excitement

*Right Information, Right Time

*Give sponsors a greater reach

*Spark active networking

Increase Event Registrations & Boost Ticket Sales

Registration rates and/or ticket sales can receive a significant boost with the right event tech. Choose a platform that integrates registration with the event app to keep processes streamlined and efficient.

By managing your own event app and digital signage through a content management system you can make changes (in real-time) when you need to. The right platform will also allow you to customise your registration site. Whether you need to connect to a badge-printing kiosk or include event specific branding, flexibility and control is key.

You can also launch your registration site when it suits you. An early launch could mean a good percentage of attendees are registered before event doors open – which gets people into your event faster.

Pro Tip: drive traffic to your registration page through:

*Early bird promo codes

*Tiered registration release dates targeting specific attendee groups

*Email analytics. Data will tell you when your audience is most likely to open your emails – make sure you send invites on the optimum day at   the right time.

Generate Excitement

Marquee or celebrity keynote speakers can be the difference between a well-attended or poorly supported event. If you’ve secured a high profile keynote make the most of their reputation to generate excitement in your event.

Promote your keynote on your event app’s main page and put their bio at the top of your speaker list. Use your app’s alert feature to send out teaser content ahead of the presentation.

A private chat platform, such as Group Discussion, can be used as a pre-event Q&A channel. Use the interaction with attendees to garner the hot topics people would like to see covered in the keynote addess.

Pro tip: don’t be afraid to ramp up the FOMO (fear-of-missing-out). Share and like social media shout-outs from attendees who are super excited to be seeing your event’s keynote speaker.

Right Information, Right Time

Your event app is the perfect one-stop source for all event related information.

An in-app info point will centralise all the key details attendees need, such as travel, local attractions, weather updates and contact details.

The event app’s real-time alerts will help focus attendees’ attention where it’s needed. Event doors about to open? Send an alert linking to registration point and sign-in details.

Give Sponsors a Greater Reach

You’ll want to help sponsors reach as many people as possible. Utilise your digital spaces to make sure your sponsor’s message connects with your attendees. Promote your sponsor on the main page of your registration and event app. Banner ads and pop-ups are great for drawing attention to key messages.

Uploading your sponsor’s brochure to the event app before the event gives attendees more time to engage with the material. Targeted alerts can make specific people aware of interesting content and where to find it.

Pro tip: Create a branded discussion channel to allow sponsors to share information pre-event with attendees. Feedback may even give sponsors the opportunity to curate event content according to attendee interest and need.

Spark Active Networking

Networking doesn’t have to be limited to the event itself. Connecting people before the event means on-site discussions and meetings can be even more dynamic. People know who they want to meet in person ahead of the event. It saves valuable time and maximises productive discussions.

To facilitate this, make sure your event app supports attendee connection from pre-event to post-event. Use such tools as attendee profiles, LinkedIn, and private social networks (such as Group Discussions) to spark conversations before the event.



This is an edited version of a post by our good friends at EventMobi. You can read the original here


Three Event Assumptions You Should Always Make

Assumptions are often a bad idea. Reaching judgements based on limited information may sometimes be necessary – but assumptions are to be avoided if possible, right?

Not always. Some event assumptions can help you make sure your event doesn’t miss a beat.

Here are three event assumptions you should make about your next conference:

1.Every Attendee Is A First Time Visitor

Your conference may be a local event, at a popular venue attended by local delegates. You might think most people will know their way around and you can therefore skip some detail when it comes to event information.

But assuming that each and every attendee is a first time visitor to the venue and the area will ensure your agenda stays on track and that attendees get the most from their event experience.

By approaching your event plan from the perspective of a first time visitor means your maps, local guides and directions will be comprehensive and accurate.   Yes, attendees may have visited the venue before but there might be a brand new set-up configuration. Delegates may be familiar with the local area but might not make regular visits.

Help every attendee find their way around and get the most out of the local area by assuming it’s all totally new to them.

2. Not All Attendees Are Tech Savvy

Of course, it seems like we’re all permanently attached to our mobile devices. It’s reasonable to believe that event attendees and event technology will work together without hassle.

But not all attendees will have a regular working knowledge of apps and other platforms. If people find technology even slightly challenging they are less likely to engage with it.

Assuming that a percentage of attendees will need extra support means you can give help where it’s needed. Whether it’s downloading the event app or navigating the online registration process, make sure guests know where they can get help.

It not only means that your event tech will be utilised, it also ensures every attendee has a positive and productive event experience.

3. The Event Will Be Great…But the Next One Will Be Better

You’re guaranteed to organise a stellar event! But just because your event was a success that doesn’t mean it’s a blueprint for the next five events to come. Always assume that you can improve on or amend even the best events.

What attendees expect or demand changes all the time. From information delivery to catering trends, what was popular in 2017 may be irrelevant and out-dated in 2018. Keep a close eye on event feature predictions, emerging technology and attendee behaviour to make sure your next event is fresh and on point.

Comprehensive post event review and analysis will show what event features worked and what didn’t. Include a feedback survey within your event app to find out your event’s strengths. Did attendees love your innovative seating arrangements? Were the ceviche sliders a hit or miss? How popular were the post session Q&As? Asking attendees what they liked and didn’t like will help you put together an event they 100% love next time around.





10 Ways to Achieve ROO/ROI for Your Event (Part 2)

This is part two, for part one click here.


ROO (Return on Objectives) goes hand in hand with ROI (Return on Investment) when it comes to measuring the success of your event in the broader sense. ROO allows you to improve your event based on how successfully you met your objectives, while ROI indicates the financial value of your event. All analytics can be measured via an event app.

6. What do you Need to Measure?

Figure out what data points you need to accurately measure in relation to the goals for your event.

Everything you do should be part of building your road toward these goals. Take care of everything, of course, but focus most of your energy on the things that lead toward those goals.

Make a list of all the data you need to gather and how it ties back to your goals. This will help you calculate your ROI later.

Here’s a sampling of the types of data you might need:

  • Attendees
  • Leads
  • Qualified sales opportunities
  • Registrations
  • Sales
  • Social Mentions/Likes
  • Survey responses
  • Event website referrals and conversions
  • Search ad impressions and clicks

7. How will you Measure?

Figure out how to measure all the data on your list. Your existing CRMs, analytics tools, social platforms and survey tools should have ways for you to see those statistics, but be aware of quirks! Some platforms only show data for certain time periods or only in certain formats.

The “how” should also include “how to get accurate data.” This means no clipboards full of paper forms for company reps to fill out and forget. We all know that info will never make it into your CRM.

Make life easier on you and everyone else by using an event app to make the whole process a lot less complicated. An event app will help you gather and measure data with ease through polling, surveys and analytics.

Analytics will show click-through rate on sponsor ads, how many attendees logged on and much more. As well as this you can quickly download survey results at the touch of a button. With an event app, no data is ever lost!

8. Identify the Benefits of your Event

Think about your organisation, how did your event benefit it? No matter how the attendees and other stakeholders reacted, it is important to remember the intangible benefits of your event.

A successful event can be great for staff motivation and direction. If they feel like they created something brilliant, and have shown the company in a great light, they will be inspired by the experience.

Marketing-wise, your event gets your company out there and is great for morale. No matter what your company will most likely feel united by the event experience, which bodes well for the future.

Your event will pose many new networking opportunities. Add delegates’ emails to your mailing list to update them with VALUABLE content, you don’t want them to unsubscribe. Most importantly, chase up anyone who you feel you made a strong connection with and could benefit your business in the future.

Be sure to consider these aspects of success when measuring ROI.

9. Planning Ahead

Calculating ROI and analysing data helps you understand how you performed at your latest event and how it stacks up to all of your events. Now put it into action. You’ll be able to plan your future events with a lot more confidence and less estimating.

Maybe the big event you thought was a “must” is really a “bust.” Maybe that small regional conference is an unexpected goldmine of leads and relationships. Maybe being the most-recognized big fish at a smaller conference means a greater awareness boost.

The point is, if you have the data, you’ll know what makes sense and why. If you’ve been calculating your ROI, you’ll know what’s worth your time.

10. Communicate Results

Sharing your feedback and overall take-aways from the event is so important. It is vital in ensuring further investments in events and a focus for achieving better results in the future.

All data is easy to download through your event app. Perhaps you could also consider sharing event app adoption rates as another success.

You’ve worked hard for this, now is the time to show off the data!

5 Quick Tips To Make Abstract Management Easy

If you’re planning a medical or scientific conference, you’ll know that abstracts are a critical part of the event’s documentation. You’ll also know the cost and logistics of printing hundreds, sometimes thousands, of abstracts can be daunting (and expensive).

Event apps make the storing and dissemination of abstracts easy. Instead of one very large and bulky brochure, the right event app can store every single abstract in your attendee’s mobile device.

It’s a cheaper and more convenient solution to abstract management. If you’re opting for an event app for your next medical or scientific conference, here are a few features to look for to make abstract management even easier:

1.Data Handling:  scientific and medical abstracts will invariably include data presentations in a wide range of formats. Whether it’s pie charts or video presentations, make sure your event app can show the data in its intended format.

2.Presentation Format:  while each abstract may differ in content, a uniform template or presentation format will make abstracts easier to read on a mobile device. It will also help to create a professional feel to the documentation.

3.Ease of Uploading:  if you’re managing the event app yourself, uploading documentation has to be easy and quick. Ask your potential app provider to give clear guidance on the uploading process. Make sure they are on hand to help should you need additional support.

4.Searchable and Shareable:  finding and sharing abstracts has to be efficient and fast. Your event app must have sophisticated search and share features that allow abstracts to be located and passed on easily. Ask your app provider for tips on devising abstract titles that will be easy to find.

5.Data Analysis:  reviewing abstract activity is key to understanding what worked and what didn’t post conference. The right event app will be able to provide date that shows unique visitors, popular abstracts, most shared and least viewed.

Pro Tip: find out how event app abstract management works in a real life via our case study

What Next?: Post-Event Content Strategy

So, your event has come to an end and, of course, it was a great success! Time for you to put your feet up- but not quite yet. How you manage your content post-event determines the success of your future events, and an event app could be your perfect assistant.

Using event apps for meetings allow you to collate data more effectively, so nowadays there’s really no excuse not to utilise your content to the max. Both post and pre-event strategy have become part of the pulse of events, thanks to a shift in attitude towards technology-based events.

How should I Use Content?

In order to develop your content strategy, you must ask yourself a fundamental question- how can we get the most out of the content we produce?

A strategy will help give you direction to your content and boost future interest in your event.

Why Use a Strategy for Content?

Defining the “why” of your content strategy is important too, why is your content important? Asking this is vital to move forward and improve on your events in the future.

Fomo is an event planner’s best friend- releasing strategized content will attract the right type of audience for the future, they won’t want to miss your next event!

The progress of technology and event apps in recent years mean there’s been a big development in the way we utilise event content, events will never end on the last day again.

What Should I Publish?

Livestreaming at your event is a brilliant option for recording content and is one of the biggest event technology trends of 2017. A livestream allows you to capture your event highlights and boost FOMO.

Perhaps you could charge for your post-event content? Consider the ways you could make your content exclusive, perhaps it could be free for a certain amount of time? Or encourage ‘members’ to register online to access content?

You could still charge attendees who would never have attended your event in person for live online content.

The key to publishing content effectively is to upload instantly, whilst it’s still being talked about, in order to achieve maximum exposure and coverage.


So, when it comes to managing content post-event it is important to remember…

  • Release high quality, concise digital content to ensure it is of value to your audience.
  • Hypothesise to develop a content strategy. Listen to your audience and react to success and failure.
  • Start by asking the how’s, what’s and why’s of how you will direct your content.
  • Share your material, boost fomo.

Create an interest in your content and it will become valuable to your audience.

How To Write Effective Event App Survey Questions

Event app surveys have streamlined the event survey process, boosted response rates and provided event planners and organisers with insightful reporting.

While technology improves the distribution and collection of surveys and polls, it’s worth bearing in mind that they’re being viewed primarily on mobile devices. This means smaller screens and more distractions.

It is therefore critical to pose the right questions in the right format to optimise response rates and data quality.

The question length, number of questions, and the detail in each question all have an impact on the feedback you’re gathering. If the survey is too long, attendees are less likely to complete it. If the survey questions are too long, attendees are less likely to read it. And if there isn’t enough detail in the question, the answers won’t be useful anyway.

The following guidelines are worth keeping in mind:

  • Keep surveys short and to the point.
  • Keep survey questions as concise and specific as possible without excluding anyone.
  • Keep to one topic per survey or poll.

Poor Questions

Quality responses from your attendees are a valuable commodity, so getting the most out of every question is important. In addition to avoiding long and vague questions, also watch out for:

  • Poor question phrasing or jargon (e.g. What did you think about the use of native apps at the conference?)
  • Leading survey questions (e.g. How remarkable did you find the keynote speech?)
  • Asking questions that don’t matter or are less of a priority. Understanding your audience is integral to understanding their feedback. You may like to have feedback on the catering, but is it more important to find out which sessions provided the best technical information?

Good Questions

In addition to keeping surveys and polls simple and limited to one subject, make sure your questions:

  • Focus on things that you have control of at the event (e.g. Multiple choice question asking if a particular session was run at an appropriate time).
  • Provide attendees with the opportunity to qualify their answers. A simple follow up question with an open-text response asking why they answered the way they did will give valuable insight into yes/no or multiple choice responses.
  • Have a balanced and full range of responses so nobody feels forced into an answer that doesn’t accurately represent their feelings (which will compromise your data.) If it’s possible they don’t know, let that be an answer. ‘Don’t know’ responses can be useful in themselves e.g. has information been properly communicated? Was the agenda clear enough? Were session descriptions accurate?


Event App Surveys: What Type To Use And When

Event app surveys have made the process of launching and collecting feedback faster (remember how painful paper surveys were?).

The quality of data depends on getting two things right: the right survey type and the questions. You can find out more about what type of questions to ask here. But before you do, let’s take a look at the different types of event app surveys.

With your CrowdComms event app you can launch 3 different types of surveys: live polls, session surveys and event surveys.

First Up

Before you launch any survey it’s important to understand what you’re trying to accomplish with the poll or survey. This will determine which feedback method you should use and when you should use it.

Clarifying your objectives for the survey or poll will result in a poll that targets the right audience at the right time.

For example, if your objective is to gauge the quality of speakers, you should create simple session survey with star rating questions and send it out directly following the session.

Live Polls

Live polls are usually shorter than surveys and are tied directly to sessions in the event app. They should be treated as part of the session and driven by the speaker. With this in mind, it’s important to ensure speakers are fully engaged with the concept ahead of the session (as they will be the ones responsible for implementation).

Live polls are particularly useful to serve real-time objectives, such as taking the audience’s temperature during the event or measuring interest in the current discussion topic.

Session Surveys

Much like their title suggests, session surveys are directly linked to sessions in the event app. Session surveys should be issued either near the end or directly after the session.

Since attendees may be on a break and on the move, the questions should be short and easy to answer (e.g. star rating, yes/no, multiple choice.) Session surveys should focus primarily on the session they’re linked with, as that will be top of mind for attendees.

To ensure maximum response rates, encourage speakers to draw attention to the survey. Also make sure to allocate enough time in the corresponding session for attendees to fill it out before the next activity.

Event Surveys

Unlike session surveys and live polls, event surveys are not tied to a specific session. Event surveys are used to gather more detailed information about the event as a whole (primarily for pre and post event information gathering).

Event surveys are usually the longest of the three types of feedback. They are the most appropriate to include open-text response questions. Given attendees will be receiving these surveys before and after the event, they will likely have more time to complete them.

Tip: Although survey completion is important to event organisers and planners, it may not be a priority for attendees. Actively promoting event app surveys will go a long way, such as by attaching a survey to an ‘alert’ that’s pushed through the event app to each attendee’s phone.





This is an edited version of a post by our good friends at EventMobi. You can read the original here.

CrowdComms Update: Revamped Event App Reporting

Event analytics are a critical part of an event organiser’s planning process.

Event data can be gathered during and after an event. It can include post-event surveys, event app usage, and speaker/information session feedback.

Event app reporting tells event planners what worked and what didn’t. It provides the template to improve future events and respond to the things attendees want and need.

Because we know how important event analytics are to our customers, we’ve been working hard to deliver comprehensive reports that tell planners and organisers what they need to know.

You can now benefit from CrowdComms’ improved event app reporting generated from the Polls and Feedback modules.

This means you now have access to beautifully designed Live Polls, Ask a Question, Session Feedback, and Event Survey reports. The new layout and presentation means the reports are easier to read, digest, and share with key stakeholders.

You can also generate session feedback for a single session, making it easier to share the results with your speakers.

Here’s a look at what you can expect from the PDF Reports:

Creating a New Report

While the new reports are more comprehensive and easier to read, generating them is still easy.

Simply head to the Polls & Feedback Module.  Select the type of report you want to generate (e.g. Session Feedback) and choose from three options: PDF Report, Excel Report, and Excel Data.

Attendee Specific Feedback 

Obtaining attendee specific feedback without compromising personal privacy can be tricky. However, you can now isolate attendee comments from their personal details.

With PDF reports, you now have the option of excluding your attendee or respondent details in the text responses by selecting ‘Anonymise Attendees’. This means is you can share your session feedback with a speaker, including the verbatim comments, without attributing the comments to the attendee who made them.


CrowdComms’ new and improved event app reporting will deliver comprehensive data to event planners and organisers. It will give even more data about event successes and failures and help with future event planning.

If you have any suggestions regarding reports you would like to see added, get in touch. We’d love to hear from you.