The Experienceology podcast
Summary: Customer experience consultant Stephanie Weaver, author of Creating Great Visitor Experiences, blends the art and science of customer experiences into this podcast series featuring proven methods and interviews with some of the industryâ€™s leading experts. She brings together lessons from for-profit and nonprofit worlds with her own hands-on experience with clients ranging from the San Diego Zoo and the State of California to small businesses.
This video podcast takes you inside Universal Studios Hollywood and highlights some pros and cons of their experience design. Run time: 2:20.
Interview with Lindsey Kouvaris, Curator at the de Saisset Museum at Santa Clara University in Santa Clara, CA. Lindsey shows three vibrant pieces in their permanent art collection and talks about the role of the curator in choosing and preserving art. Run time: 6:35.
Video interview with Titus Bicknell, Director of Information Technology for Experius Academy about technology platforms for mobile interpretation in museums. Titus spoke at the Going Mobile conference in San Diego’s Balboa Park on Feb. 17, 2010. For a full blog post about the conference, visit this link: http://bit.ly/bsHuw
Video interview with Nancy Proctor, Head of New Media for the Smithsonian American Art Museum about planning for mobile interpretation in museums. Nancy spoke at the Going Mobile conference in San Diego's Balboa Park on Feb. 16, 2010. For a full blog post about the conference, visit this link: http://bit.ly/a339Dd
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 failing to properly orient new employees is "immoral"(!) and how to share your vision with employees. He also covers some specifics about training tools used successfully, like Starbucks' Green Apron book, and the Ritz-Carlton daily lineup. I thoroughly enjoyed talking with him and think you'll find he offers truly practical advice. His latest book is The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience at Ritz-Carlton Hotels. Enjoy!
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.
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 webinars.
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 out our new online training site, where you can purchase classes on demand or participate in live webinars: www.experienceology.com/classes
28-minute interview with Ivan Nethercoat, Training 8 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
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 sites should find many useful ideas about how to shift their own internal cultures towards customer service.