experienceology

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. We’ll review various key aspects of this museum’s visitor experience in this first-ever Experienceology video podcast.

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 sites should find many useful ideas about how to shift their own internal cultures towards customer service.

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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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