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  1. 10 Charities Your Favorite Artists...

    Tue, Dec 1, 2015 at 12:45 PM
    We know that many of you will be looking to give back this #GivingTuesday and as fellow music lovers and humanitarians, we wanted to share with you the charities that some of our artists are passionate about. Here’s a quick blurb about each charity with a link to where you can make a donation. We hope that you are as inspired by these causes as we are. 
     

    Aaron Lewis 

    Aaron Lewis of Staind founded this organization, which focuses on “reviving rural communities throughout the greater New England area.”
     

    Avril Lavigne

    Avril’s foundation “R.O.C.K.S.: Respect, Opportunity, Choices, Knowledge, and Strength in support of children and youth living with serious illnesses or disabilities.” 
     

    Cyndi Lauper

    Cyndi’s organization focuses on uniting people in an effort to advance LGBTQ equality and to end youth homelessness. 
     

    Enrique Iglesias

    Enrique has partnered with Save the Children to allow fans to make donations directly to the organization through his merch store. “Save the Children provides lifesaving relief to children and families affected by 50 humanitarian emergencies worldwide.”
     
    He will also donate $12 from the sale of 2 special edition t-shirts on his site to the charity as well.
     

    Fall Out Boy 

    Fall Out Boy proudly supports this organization, which is “dedicated to eliminating pediatric cancer and to providing hope and support to those who are touched by it.”
     

    Lady Antebellum

    Lady Aid aims to make children’s lives better. They do this primarily by focusing on children’s hospitals in the US and Canada. 
     
    This season, Lady Antebellum has also partnered with a local Nashville company to create 3 holiday candles that are being sold in their fan-club store. “We will be donating 100% of our profits from these candles to families of hospitalized children who otherwise would not be able to be together during this holiday season.” All 3 gorgeous candles also come with a small card from Lady A! I smelled them the last time I went to the warehouse and they are amazing. 
     

    Linkin Park

    Music for Relief is a collaboration between artists, fans, and the music industry to provide aid to natural disaster survivors and protect the environment.
     

    Miley Cyrus 

    Miley’s organization’s mission is simple: “to rally young people to fight injustice facing homeless youth, LGBTQ youth and other vulnerable populations.”
     
     

    My Morning Jacket 

    My Morning Jacket’s project is “dedicated to supporting and promoting actions, big and small, for positive change in the world.” 
     

    NKOTB

    This organization works to “help minimize the financial burden associated with breast cancer for patients & survivors so that they can focus on recovery & quality of life.”
  2. Know Your Holiday Shipping Dates

    Fri, Nov 13, 2015 at 12:45 PM

    Whether you're selling merchandise online this holiday season or are a last minute shopper (like us), it's extremely important to remember your holiday shipping dates. 

    Promising a fan that their package will arrive on Christmas Eve only to receive an angry email on New Years Day is no fun. To make sure you're prepared, we've listed all shipping cut-off dates for Mail Innovations and UPS below. 

    If you need help planning or executing your holiday sale, please feel free to reach out to our e-commerce and logistics team HERE

    SHIPPING CUT OFF DATES

    In order to receive a package by Thanksgiving Day....

    • International Mail Innovations* need to be shipped by November 10th
    • Domestic Mail Innovations* and UPS International need to be shipped by November 13th
    • UPS Ground shipments need to be sent by November 16th

    In order to receive a package by Christmas Eve....

    • International Mail Innovations* need to be shipped by November 27th
    • Domestic Mail Innovations* and UPS International need to be shipped by December 11th
    • UPS Ground** shipments need to be sent by December 14th
    • UPS 3 Day Select shipments need to be sent by December 18th
    • UPS 2 Day Air packages will need to be shipped by December 22nd. 

     

    *Mail Innovations Domestic and International will not guarantee a delivery for a specific date. Dates mentioned above are our best suggestions. 
    **Guaranteed delivery by UPS Ground is suspended by UPS for any shipment picked up between 12/11-12/14. Dates mentioned above are our best suggestions.
  3. Looking Towards the Future of...

    Mon, Nov 2, 2015 at 3:06 PM
    One of the challenges of running our fan support department is that we’re essentially offering support for over a hundred very diverse communities. Our Swifties have very different needs and communication preferences than our Guns N’ Roses members, and that’s something we need to anticipate before we connect. Since we generally hear from fans in waves (when their favorite artist is on tour or has launched a new site), the fan bases we work with always differ and the ways we handle fan support reflects that. I’m constantly looking for new ways to improve our services, so I recently went to Relate Live, a Zendesk conference in New York, to meet other customer support professionals and to bring back ideas for our team in Sacramento. 
     
     
     
    I came back with two concrete goals:
     
    1. Empower my Fan Support team to be more authentic
    2. Make the fans journey through support easier and more efficient.

    These goals required asking my team the following questions: 
    • How hard are our fans working to get help from us? 
    • What about you specifically?
    • What (if anything) is blocking you from being as fan-centric as possible?
    • How genuine and consistent is your communication with fans?
     
    We went through all of our channels (help desk, email, phone, chat, fan-club communities, Twitter & Facebook) on desktop and mobile to identify remaining points of friction. This was all done while we were logged out of our support accounts so that we could see things from a fan’s perspective. 
     
    I also asked the team if anything about our company was making it hard for them to service our fans. I asked this because the nature of our industry requires us to have certain strict policies that are unpopular with some fans seeking refunds for certain types of products or services. Those industry standards aren’t something my team can change, BUT we did come up with some ideas on how to bring extra quality to those products and services to try to minimize refund requests on non-refundable items. 
     
    In regards to authenticity, we talked about our conversations with fans and how it’s important to discuss things factually but still in our own unique way. Everyone on our team is so different and I want that to come across when we communicate. We also discussed our company brand and how our personalities naturally fit that tone. Our new brand is focused more on transparency than it has been in the past, and we’re excited about continuing to move away from facelessness and towards relatability. 
     
     
     
    This conversation led to an honest list of to-dos that will send us in a better direction going forward. 
     
    For example, one of the first items on our to-do list is to start sending fans hand-written postcards to show them how much we appreciate them. It’s been a great year in Fan Support and we believe it’s important to take time and thank these amazing, passionate fans.
     
    We plan on releasing more of our Fan Support goals, methods and results throughout the upcoming months, so stay tuned! If you have any questions or ideas on how we can do better, please reach out over Twitter @WonderfulUnion! We’d love to hear from you.
     
    ---
     
  4. The VIP Experience: An Inside Look...

    Fri, Oct 30, 2015 at 2:53 PM
    Here at Wonderful Union we take a great deal of pride in the VIP experiences we facilitate. We strive to create a setting where fans get the chance to meet their idols and create memories that last a lifetime. As a member of the Fan Support team, I hear a lot about these events from fans but had yet to experience one first hand. To gain a better understanding of the on-site procedures at these VIP events, I was asked to attend the Buckcherry Meet & Greet in Sacramento, CA, on 10/16 at Ace of Spades.
     
    When we arrived at 5 PM, people had already started lining up outside the venue. We went inside the venue while Buckcherry’s VIP Coordinator set up for the M&G and the band’s team conducted the soundcheck. At the scheduled check-in time (5:30), the coordinator went outside to greet our VIPs and check everyone in. At that time, he distributed the laminates, lanyards, and setlists included in their VIP packages. Once everyone was accounted for, we took the 23 VIPs inside the venue to meet the band.
     
    I’ve been to this venue many times but have never seen it so empty before. With just a few staff members and our VIPs, we practically had the whole place to ourselves! The only sound to be heard was guests talking excitedly amongst themselves, eagerly awaiting the band’s arrival from backstage. Moments later the coordinator appeared followed by Buckcherry! You could feel the energy in the room as fans gathered to meet their idols. The band members walked around the room introducing themselves to the VIPs. They each took the time to sign everyone’s setlists, give hugs, and even take a few selfies with the guests. The band members mingled with VIPs for a good 15 to 20 minutes. Plenty of time to answer questions, talk about the rockstar lifestyle, and share a few laughs. They also made a point to wish one young guest a happy birthday as this VIP was his 15th birthday gift from his mother. Judging by his ear-to-ear grin, this is one birthday he will never forget.
     
    After the meet and greet had ended and the band returned to their dressing room, our guests remained inside the venue to ensure they got the best spots at the start of the show. While the VIP portion of this concert was over, the lasting effects were still clearly visible on every face there. Getting to see first hand the joy that these events bring to fans of all ages reaffirmed the sense of pride I take in all the work our whole team does every day to make these events possible. 
     
    Our goal? To be the bridge between fans and the artists they love. As industry leaders and fellow super fans, I believe we do just that. We have come together to create lasting experiences and lifelong memories. We’ve made dreams into realities. Together we’ve built something truly...Wonderful.

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