The Hidden Cost of Ticketing Friction

How Boston Legacy is losing 60% of potential fans - and $400K+ in annual revenue - to fixable operational inefficiencies

Fans Lost to Friction

40,000+

Revenue at Risk

$400K+

Time to Fix

6 Weeks

The Problem: A Leaking Funnel

Marketing gets them interested. Ticketing loses them.

In your "best case" scenario, 75,000 people expressed interest. Only 15,000 showed up. That's an 80% loss rate.

This isn't a marketing problem. This is operational friction.

The gap exists at every demand level. Whether you have 10K or 100K interested fans, you lose the same percentage to friction.

Each compounds over time. Together: 8,000+ lost attendees per season.

Problem #1: Fee Friction
High fees (8-12%) hit value-sensitive fans hardest - your repeat base. Impact: -30% conversion on most valuable segment.
Problem #2: Repeat Blindness
Can't identify past attendees or re-engage them. Repeat rate: 25% vs. best practice 45-60%.
Problem #3: Group Barriers
Social fans buy in groups. Current checkout makes this painful. Loss: 200-300 group attendees/season.

Every fan lost in Week 1 is 3-4 fans lost by Week 27

The gap grows exponentially. Low-friction systems enable word-of-mouth and repeat purchases. High-friction prevents both.

Adjust parameters to see the impact on your season

Checkout Fee Rate: 8%

Repeat ID Rate: 30%

Group Ease: Low

Projected Season Attendance

5,800

Revenue Impact

$0

Feature	Current	Low-Friction	Impact
Checkout	5-7 steps, account required	2-3 steps, guest checkout	+25%
Fees	8-12% hidden	2-4% transparent	+30%
Repeat	Manual	Automated CRM	+40%
Groups	Separate transactions	Coordinated	+200

Baseline

5,800

Low-Friction

10,000

Revenue

+$168K

This is a decision support tool for season planning, partnerships, and fan strategy

Week 1-2: Integration and setup
Week 3-4: Soft launch (single tier)
Week 5: Full deployment + A/B
Week 6+: Optimization

I want to help Boston Legacy grow.

Let's talk about how I can contribute.