experienceology http://experienceology.podbean.com Happy visitors return! In this economy you must deliver great experiences. Mon, 31 May 2010 01:35:26 +0000 http://podbean.com/?v=3.2 en Business 1440 experience,museum,experience,experience,customer,coaching,marketing,experienceology Because happy visitors return! The art and science of great visitor experiences. We're living in an economy where the competition for leisure dollars is ultimately defined by the experience you deliver. It's simple: unhappy visitors are not going to return. Visitor experience consultant Stephanie Weaver, author of "Creating Great Visitor Experiences," offers specifics on creating museum experiences into this podcast series featuring proven methods and interviews with some of the industry'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, Descanso Gardens, Birch Aquarium, and Philbrook Museum of Art. Stephanie Weaver Stephanie Weaver sweaver@experienceology.com No No http://www.podbean.com/home/images/powered_by_podbean.jpg experienceology http://experienceology.podbean.com 144 144 Universal Studios Hollywood http://experienceology.podbean.com/2010/05/30/universal-studios-hollywood/ http://experienceology.podbean.com/2010/05/30/universal-studios-hollywood/#comments Mon, 31 May 2010 01:35:26 +0000 experienceology Customer Experience http://experienceology.podbean.com/2010/05/30/universal-studios-hollywood/ This video podcast takes you inside Universal Studios Hollywood and highlights some pros and cons of their experience design. Run time: 2:20.

]]> http://experienceology.podbean.com/2010/05/30/universal-studios-hollywood/feed/ Experience design elements This video podcast takes you inside Universal Studios Hollywood and highlights some pros and cons of their experience design. Run time: 2:20. experienceology, universal studios, visitor experience, experience design, Stephanie Weaver No No 2:20 de Saisset Museum video podcast http://experienceology.podbean.com/2010/03/14/de-saisset-museum-video-podcast/ http://experienceology.podbean.com/2010/03/14/de-saisset-museum-video-podcast/#comments Mon, 15 Mar 2010 00:21:23 +0000 experienceology Customer Experience http://experienceology.podbean.com/2010/03/14/de-saisset-museum-video-podcast/ 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.

]]> http://experienceology.podbean.com/2010/03/14/de-saisset-museum-video-podcast/feed/ Lindsey Kouvaris 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. museum video podcast, de saisset museum, lindsey kouvaris, Stephanie Weaver No No 6:35 Mobile museum technology, part 2 http://experienceology.podbean.com/2010/02/25/mobile-museum-technology-part-2/ http://experienceology.podbean.com/2010/02/25/mobile-museum-technology-part-2/#comments Thu, 25 Feb 2010 19:21:38 +0000 experienceology Customer Experience http://experienceology.podbean.com/2010/02/25/mobile-museum-technology-part-2/ 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/bsHuwb

]]> http://experienceology.podbean.com/2010/02/25/mobile-museum-technology-part-2/feed/ Titus Bicknell interview 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 mobile interpretation, museum, titus bicknell, Stephanie Weaver No No 00:06:15 Mobile museum technology http://experienceology.podbean.com/2010/02/20/mobile-museum-technology/ http://experienceology.podbean.com/2010/02/20/mobile-museum-technology/#comments Sun, 21 Feb 2010 03:09:36 +0000 experienceology Customer Experience http://experienceology.podbean.com/2010/02/20/mobile-museum-technology/ 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

]]> http://experienceology.podbean.com/2010/02/20/mobile-museum-technology/feed/ Nancy Proctor interview 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 mobile interpretation, museum, nancy proctor, Stephanie Weaver No No 00:08:52 Dr. Joseph Michelli on customer service and http://experienceology.podbean.com/2009/09/07/dr-joseph-michelli-on-customer-service-and/ http://experienceology.podbean.com/2009/09/07/dr-joseph-michelli-on-customer-service-and/#comments Tue, 08 Sep 2009 01:32:01 +0000 experienceology Customer Experience http://experienceology.podbean.com/2009/09/07/dr-joseph-michelli-on-customer-service-and-the-new-gold-standard/ 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!

]]> http://experienceology.podbean.com/2009/09/07/dr-joseph-michelli-on-customer-service-and/feed/ Customer service tips from Ritz-Carlton 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! joseph michelli, experienceology, customer service, starbucks, Stephanie Weaver No No 41:39 Visitor experience at Madrid Airport http://experienceology.podbean.com/2009/08/19/visitor-experience-at-madrid-airport/ http://experienceology.podbean.com/2009/08/19/visitor-experience-at-madrid-airport/#comments Thu, 20 Aug 2009 01:14:35 +0000 experienceology Customer Experience http://experienceology.podbean.com/2009/08/19/visitor-experience-at-madrid-airport/ 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.

]]> http://experienceology.podbean.com/2009/08/19/visitor-experience-at-madrid-airport/feed/ 4-minute video podcast 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. visitor experience, experienceology, madrid barajas airport, Stephanie Weaver No No 3:45 Majorelle Gardens video podcast http://experienceology.podbean.com/2009/07/25/majorelle-gardens-video-podcast/ http://experienceology.podbean.com/2009/07/25/majorelle-gardens-video-podcast/#comments Sun, 26 Jul 2009 06:30:16 +0000 experienceology Customer Experience http://experienceology.podbean.com/2009/07/25/majorelle-gardens-video-podcast/ 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.

]]> http://experienceology.podbean.com/2009/07/25/majorelle-gardens-video-podcast/feed/ Visitor experience highlights 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. majorelle gardens, experienceology, visitor experience, experienceology, Stephanie Weaver No No 5:01 Video podcast: Madrid’s Prado Museum http://experienceology.podbean.com/2009/07/04/video-podcast-madrids-prado-museum/ http://experienceology.podbean.com/2009/07/04/video-podcast-madrids-prado-museum/#comments Sat, 04 Jul 2009 21:02:04 +0000 experienceology Customer Experience http://experienceology.podbean.com/2009/07/04/video-podcast-madrids-prado-museum/ 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

]]> http://experienceology.podbean.com/2009/07/04/video-podcast-madrids-prado-museum/feed/ 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 .. 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 visitor experiences, prado museum, experienceology, Stephanie Weaver No No 4:19 Nethercoat: rebranding the RSPB http://experienceology.podbean.com/2009/02/24/nethercoat-rebranding-the-rspb/ http://experienceology.podbean.com/2009/02/24/nethercoat-rebranding-the-rspb/#comments Tue, 24 Feb 2009 23:32:31 +0000 experienceology Customer Experience http://experienceology.podbean.com/2009/02/24/nethercoat-rebranding-the-rspb/ 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.

]]> http://experienceology.podbean.com/2009/02/24/nethercoat-rebranding-the-rspb/feed/ Conversational interpretation at nature centers 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 visitor experience, rebranding, ivan nethercoat, rspb, experienceology, Stephanie Weaver No No 28:14 Hug Your People with Jack Mitchell http://experienceology.podbean.com/2008/08/30/hug-your-people-with-jack-mitchell/ http://experienceology.podbean.com/2008/08/30/hug-your-people-with-jack-mitchell/#comments Sun, 31 Aug 2008 03:16:35 +0000 experienceology Customer Experience http://experienceology.podbean.com/2008/08/30/hug-your-people-with-jack-mitchell/ 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.

]]> http://experienceology.podbean.com/2008/08/30/hug-your-people-with-jack-mitchell/feed/ Creating customer service cultures 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. customer service cultures, hug your people, jack mitchell, experienceology, Stephanie Weaver No No 24:12