Lithys 2017: StubHub - Surprise & Delight

Lithys 2017: StubHub - Surprise & Delight

At StubHub we like to Surprise and Delight our fans with the Live experience of course!!!




stubhub.pngCompany:  StubHub                                                              

Entry submitted by: Mary Hill (Manger of Customer Service & Social Media)

Lithy category:  Surprise & Delight


StubHub is the world’s largest ticket marketplace with tickets available for over 10 million live sports, music and theatre events in more than 40 countries. We enable experience-seekers to buy and sell tickets whenever and wherever they are through our desktop and mobile experiences.


Owned by eBay, StubHub reinvented the ticket marketplace in 2000 and continues to lead it through innovation. StubHub’s industry firsts include: the introduction of the ticketing application, interactive seat mapping, 360 degree virtual views of seating, innovative price recommendation technology and an algorithm that determines the best value on tickets. Most recently, StubHub expanded into more than 40 additional markets with the acquisition of Ticketbis in May 2016.


Our campaign

  • Hamilton – This a Theater phenomena with any and everyone wanting to get their hands on tickets. Tickets range upwards of the thousand dollar mark per ticket on certain show days. For the final show in which Lin Manuel performed (creator of the play), we purchased extra tickets to be on site and surprise fans with free tickets to get in. Fans were beyond delighted, we now have customers for life! We were able to create memories for our fans that day!
  • Cubs- Another time we were able to surprise and delight was at the World Series this past year. We learned of a little boy named Joe who was battling cancer and who was a raging Cubs fan. Cubs were down in the series and needed a good luck charm. We spoke with Joe’s parents and let them know we wanted Joe to be there with his beloved Cubs to be a part of the World Series experience. Joe and his dad went to Game three and the luck worked! The Cubs came back and went on to win the series!!! That memory will forever be burned into Joe and his families minds, and we want to be the reason those fans smile and live the experiences they dream, live!
  • We locate all of our Surprise and Delights via our social channels by listening to our fans, leveraging Lithium Social Media Management (SMM) for Service.

The goal and strategy

The goal for us is to find as many fans as we can and bring a surprise experience in the form of tickets to their favorite shows. The strategy we use is two-fold. We monitor our social channels with Lithium SMM to identify deserving people we can surprise as the need surfaces. We also plan surprise tickets around large events that we host live such as World Series, Super Bowl, Final Four, concerts, Coachella, etc.


Our results

We build fans for life by doing this! People can’t believe that we are able to get them into their favorite event to create life-long experiences.stubhub.png


Thanks to StubHub, I was able to take my son to New York for our first time and see his hero Derek Jeter play in his last games. We were able to purchase tickets on StubHub and get to participate in a once in a lifetime (for us) event.  We will cherish this memory for our entire lives.  The SH community was amazing as well, helping us to know where to go and what to do when we got there.  Thanks StubHub!