I’ve just posted my 41-minute interview with best-selling author Dr. Joseph Michelli. He covers customer service at Pike Place Fish Market, Starbucks, and Ritz-Carlton Hotels. (See the player in the right sidebar. You’ll also find it on iTunes. Subscribe to get updates automatically.) You’ll hear his take on creating hope and purpose with your employees, why [...]

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4-minute video podcast showing the visitor experience at Madrid’s Barajas International Airport. Features wayfinding, retail display, family-friendly touches, and comfort elements like seating.

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5-minute video podcast detailing the visitor experience at Majorelle Gardens in Marrakech, Morocco. We show the entry, brochure, store, cafe, and some issues with wayfinding at this lovely private garden that was the second home of designer Yves Saint Laurent. Learn more about museum visitor experiences at www.experienceology.com/classes, featuring tech tutorials, on-demand downloads, and live [...]

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This 4-minute video podcast takes you to Madrid?s Prado Museum. You?ll meet a student from London waiting in line?and hear what she?s most looking forward to inside (her answer may surprise you!) We?ll review various key aspects of this museum?s visitor experience in this first-ever Experienceology video podcast. If you enjoy this video podcast, check [...]

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28-minute interview with Ivan Nethercoat, Training & Interpretation Manager, People Engagement Department, for the RSPB (Royal Society for the Protection of Birds). Nethercoat covers the recent re-branding efforts of the RSPB, including training brand advocates within the organization.  He also explains how they are integrating conversational interpretation into the experience at their visitor centers.

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24-minute interview with Jack Mitchell, author of Hug Your Customers and Hug Your People. Jack gives specifics about creating customer service cultures, based on his experience as CEO of Mitchells/Richards/Marshs, three highly successful clothing stores on the East Coast. Jack tailored his responses to the nonprofit audience, so people who work at museums and similar [...]

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26-minute interview with Susie Wilkening, Curator of Museum Audiences for Reach Advisors, a market research firm based in New England. Wilkening discusses how to learn from visiting the mall, and trends they’re seeing in audience research, like authenticity and the rising power of Gen Y women.

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20-minute interview with Michael Lee Stallard, author of Fired Up or Burned Out. Michael’s firm, E Pluribus Partners, consults with companies on how to increase connection amongst employees. Connection increases productivity and reduces turnover. It also helps companies?and their employees?thrive while creating great customer experiences.

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36-minute interview with Dr. John Falk on the role identity plays in visitors’ desire to visit museums. John is a Free-Choice Learning Professor at Oregon State University and founder of the Institute for Learning Innovation. He is the co-author of several books on informal learning, including The Museum Experience, Learning from Museums, and Thriving in [...]

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Examine Your Practice is a medical mystery shopping service to improve patient experiences. Founder Jodi Manfredi talks about how her business works and what she’s learned about improving patient experiences, including some easy things that owners can do themselves. 19 minutes.

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