随着文化产业的发展,艺术逐渐走入市场,成为商品。艺术在社会中的商品属性让人们可以把艺术作品的产生看作一个产业化的生产经营流程。在这个流程中,观众作为消费终端,有效地管理客户体验将会培养出忠实的客户,获得组织更长远的利益。每一届的北京国际音乐节都会邀请很多来自世界各地的知名艺术家,是一年一度北京音乐市场上的重大活动。本文分析北京国际音乐节这样大型活动中具体的客户体验,并探讨如何设计和管理客户体验,以便更好地留住优秀艺术家,提升音乐节地位和品牌。 With the development of cultural industries, art gradually enters the market and becomes a commodity. The attribute of art in society makes people see the production of art as an industrialized production and operation process. In this process, the audience as a consumer terminal, effectively managing the customer experience will cultivate loyal customers and obtain the long-term interests of the organization. Each session of the Beijing International Music Festival will invite many well-known artists from around the world, is the annual Beijing music market, a major event. This article analyzes specific customer experiences in such large-scale events as the Beijing International Music Festival and explores how to design and manage the customer experience in order to better retain outstanding artists and promote the festival’s status and brand.