experienceology

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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