experienceology

Dr. Joseph Michelli on customer service and

experienceology — Tue, 08 Sep 2009 01:32:01 +0000

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!

Visitor experience at Madrid Airport

experienceology — Thu, 20 Aug 2009 01:14:35 +0000

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.

Majorelle Gardens video podcast

experienceology — Sun, 26 Jul 2009 06:30:16 +0000

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.

Video podcast: Madrid’s Prado Museum

experienceology — Sat, 04 Jul 2009 21:02:04 +0000

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

Nethercoat: rebranding the RSPB

experienceology — Tue, 24 Feb 2009 23:32:31 +0000

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.

Hug Your People with Jack Mitchell

experienceology — Sun, 31 Aug 2008 03:16:35 +0000

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.

Museum audience trends

experienceology — Sat, 02 Aug 2008 22:45:41 +0000

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.

Creating Connection Cultures

experienceology — Fri, 23 May 2008 03:15:29 +0000

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.

Falk on visitors’ motivations

experienceology — Fri, 18 Apr 2008 17:26:28 +0000

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 the Knowledge Age. Here he discusses five “identities” museum visitors have that shape their actions, how they learn, and how they use museums. Towards the end we talk about how his research can be applied to museums today to create a better fit between what museums offer and what visitors are looking for.

Medical mystery shopping

experienceology — Wed, 20 Feb 2008 23:53:23 +0000

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.