experienceology

18-minute interview with Lisa Vella, co-owner of the wildly successful South Bark Dog Wash in San Diego, CA. In this episode, part 1 of the interview, Lisa tells about planning, designing, and opening this experience-based business. The South Bark Dog Wash is a self-serve dog and cat wash (no grooming) in the South Park neighborhood of San Diego. Lisa and co-owner Donna Walker developed a mission statement, logo, and business plan long before opening their doors. Their long-range planning stood them in good stead, as the business now provides incomes for both the owners and numerous paid staff members, as well as offering a pet-friendly community, dog training center, retail shop, and online wholesale and retail businesses.

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21-minute interview with David Penney, Vice President of Exhibitions and Collections Strategies, Detroit Institute of Arts. David talks about how this 100+ year-old art museum is changing in response to visitors’ needs. The museum is closed from May 28-November 23, 2007 to complete a renovation of the entire collection. David is overseeing re-hanging 5,000 pieces of art in 150,000 SF of galleries, an unprecedented effort to reinvent an art museum with the focus on the visitor experience. This episode, part 2 of the interview, covers the specifics of how they are accomplishing this task. David talks about their ambitious visitor studies program, the consultants they used, and how they applied what they learned to make the museum more family-friendly.

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