Experience, LLC is a start-up company that sells in-game seat upgrades during live sporting events using text messaging and cell phone apps. From a user standpoint, a small upgrade fee results in better seats and a better game experience. From a venue or team standpoint, Experience fills unused inventory resulting in increased revenues and more satisfied fans with higher repurchase intentions. Experience is looking to expand its services beyond single-game upgrades to a full-season ticket that is based on filling open, but previously sold, inventory. This case illustrates the forces at play in the ticketing industry, describes the features of each service, and provides an opportunity to decide on the expansion strategy for a fast-growing start-up company.
Ricky Malott, Noah Jackson, Joe Bisson, and Nola Agha are with the University of San Francisco, San Francisco, California. William Strome is with FX Networks, Los Angeles, California.