Conference Planners: These (Simple) Overlooked Details Are Ruining Attendee Experiences ~via Kelley Troia
Kelley Troia, and understanding THE BEST Event "Customer Experience," go hand-in-hand. Follow Kelley to learn, engage Kelley and her company Clandestine Events + Experiences, to see her knowledge in action. /Ted
### The Conference Experience Should Be Seamless—So Why Do So Many Fall Short?
Corporate event planners, event producers, and DMCs understand that a well-run conference can elevate a brand, strengthen partnerships, and create meaningful experiences. Yet, having attended and organized numerous conferences, I’m often surprised by how basic, yet critical details are overlooked—details that can make or break the attendee experience.
These aren’t advanced strategies; this is the bare minimum for a seamless, engaging, and stress-free event. If you want attendees to leave feeling energized, valued, and eager to return, here’s where to start.
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1. Streamline the Registration Process
Attendees should never struggle to find essential details. Yet, many conference websites fail to prominently display the event dates, location, and pricing—forcing potential attendees to dig for information.
How to fix it:
- Place event dates and location in the website header, ensuring they appear on every page.
- Make pricing transparent—if people have to search for costs, you risk losing them before they even register.
- Simplify the registration process, eliminating unnecessary steps and confirming sign-ups immediately.
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2. Engage Attendees from the Moment They Register
The attendee experience begins the moment they sign up—not when they arrive at the venue. They’ve invested their time and money, so it’s critical to start engaging them immediately.
How to fix it:
- Send a welcome email immediately after registration with event details, ticket confirmation, and next steps.
- Provide access to the event app (if applicable). Many apps still lack real-time navigation, but AI-driven solutions are becoming more feasible.
- Send pre-event reminders via email—highlight schedule updates, keynote speakers, and logistical details.
- Offer SMS reminders as an opt-in option. Email inboxes are overflowing, but text messages get read.
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3. Make Arrival & Check-in Seamless
A chaotic or confusing check-in process sets the wrong tone for an event. Attendees should feel welcomed, informed, and confident about where they need to be.
Personal Experience: Last November, I spent $7,500 to attend a conference in Washington, D.C. Upon landing, I realized I had received no communication from the event organizers—no welcome email, no check-in instructions, nothing. I second-guessed my dates. After confirming I was correct, I took an Uber to the wrong Hyatt, then another to the correct Hyatt, only to discover check-in was five blocks away. None of this was communicated in advance.
How to fix it:
- Send a clear “Welcome to [City]” email with check-in instructions, venue locations, and key event details.
- Clarify venue logistics. If the host hotel is not the event venue, communicate that clearly.
- Provide signage and wayfinding support. Attendees should never feel lost upon arrival.
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### The Bottom Line: Prioritize the Attendee Experience
From the first website visit to the closing keynote, every detail matters. Thoughtful planning, clear communication, and seamless logistics transform an event from just another conference into an experience attendees want to return to year after year.
At Clandestine Events and Experiences, we believe in elevating every moment of the attendee journey - from the moment they agree to attend your event. If your team is looking for expert event production and strategic event planning, let’s connect.
What’s the most frustrating conference experience you’ve ever had?
Originally posted at Kelley Troia’s LinkedIn
