“When I think about the live event space and what people are looking for, I think people are always looking for a platform that is secure and one that you can trust,” says Stan Chia, CEO of Vivid Seats, North America’s largest online ticketing platform. In this episode of the Trending Today podcast, he joins host Liz Galloway to explore how technology and trends are reshaping the live events industry. Drawing from his leadership roles at Amazon and Grubhub, Stan talks about the role innovation and teamwork have played in Vivid Seats’ success, along with their rewards program and gamification features that keep customers engaged and coming back for more.
Stan doesn’t sugarcoat the challenges of staying ahead in a fast-paced ticketing market. With constant market shifts, he knows that a solid engineering team is essential to stay competitive. But with more and more transactions happening online, how does Vivid Seats build trust with customers? Stan shares how they’ve doubled down on security with a buyer guarantee, all while staying committed to a customer-first mindset.
Looking to the future, Stan shares his excitement about Vivid Seats’ global expansion and how the company will personalize customer experiences and stay ahead of industry trends. He even gets personal, recounting a Metallica concert with his kids, showing how these moments–these live experiences–create lasting connections.
Tune in as Stan and Liz discuss leadership, collaboration, and the tech-driven future of ticketing.
Quotes
- “I think for us, it’s always about putting that customer of yours, whether it is a consumer or a seller, at the forefront of what you’re doing and making sure that the innovation really drives value for that user.” (09:03 | Stan Chia)
- “When you have a rewards program, when you have best-in-class customer service, when you have a guarantee that you can put out there, ultimately, I think that drives security, safety, and reliability. That’s a big thing, I think, for consumers as they look to select where to place their faith and where to buy tickets.” (12:53 | Stan Chia)
- “I think in today’s world, where everybody is so busy, when I think about offerings for platforms to users, I think relevance and personalization are a big part. It’s a big part because it’s such a time saver for our fans and users if the recommendations we’re servicing or surfacing resonate with them. Vivid Seats sits in a really unique spot because, beyond our loyalty program, one of the other unique elements we have is our gamification products.” (14:48 | Stan Chia)
- “We want to provide amazing experiences for our users. Keeping people engaged with our platform is certainly something that is important to us. But I think when I flip that again, the way we think about engagement is that engagement has to be valuable to the user.” (17:24 | Stan Chia)
- “We want to foster and create, really, just a high-performance culture centered around collaboration. And I think when you put those things together, you can take on the world. I think that’s what we’re trying to do.” (24:09 | Stan Chia)
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