Visitor experience and value with John Falk

Visitor experience and value with John Falk

John Falk is recognized as one of the most influential museum professionals of the past hundred years. Director of the Institute for Learning and Innovation, and Sea Grant Professor of Free Choice Learning at Oregon State University. Falk formerly held a number of senior positions at the Smithsonian and has authored over two hundred scholarly articles and chapters in the field, as well as more than two dozen books, including ‘The Museum Experience Revisited’ – he is the leading globally authority on free choice learning, being the learning we do when we have choice and control over what, where and when, like we do in museums.

We ask John about how visitor experience has changed over the years, including due to COVID, why people visit museums and how institutions contribute to enhanced wellbeing.

Show notes

Learn more about John’s work: www.instituteforlearninginnovation.org.

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Insight Bites: Visitor Experience

Insight Bites: Visitor Experience

Check out our mini-masterclasses on visitor experience best practices:

Capturing voice of the visitor

An introduction to Net Promoter Score (NPS), how to apply it in visitor attractions and interpreting results.

Analyzing visitor remarks

Using Natural Language Processing (NLP) to interpret freeform visitor remarks for emotions, themes and key topics to improve visitor happiness and engagement. 

Exploring what visitors do onsite

A brief dive into location analytics technologies and how to use these to understand visitor behavior onsite, including dwell time, pathways and repeat visits.

Want to learn more about Dexibit?

Talk to one of our team to hear more about bringing big data analytics to your visitor attraction

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Visitor Experience Management Best Practices

Visitor Experience Management Best Practices

A deep dive into the most difficult to tackle yet powerful analytics for visitor attractions: what visitors feel, what they do and where they go.

For attractions, visitor satisfaction and outcomes are always a top priority – particularly keeping them happy and engaged. Use your visitor experience data to gain clarity on how your guests are feeling and achieve both social and commercial goals in your organization.

This 18 page guide outlines best practices for increasing visitor happiness, engagement and outcomes such as member conversion or retail purchase.

What's inside:

With this playbook, lead your team to:

  • Design your own visitor journey map to understand the visitor experience before, during and after the visit
  • Create visitor personas to help interpret analytics and understand the ‘why’ behind visitor behavior
  • Blend quantitative and qualitative measures of visitor satisfaction and feedback from onsite and online, including Net Promoter Score (NPS), reviews and surveys
  • Evaluate location analytics technologies to track where visitor dwell time, trail routes and repeat rates
  • Understand visitor conversions into activities and other outcomes
Grab a hot drink and sit back to enjoy this mini masterclass series on visitor experience …
John Falk is recognized as one of the most influential museum professionals of the past hu…

Configuring your ticketing systems for visitor insights

Ticketing systems have been a savior for many visitor attractions managing new or tighter …

Want to learn more about Dexibit?

Talk to one of our team to hear more about predicting and analyzing visitor behavior for retail revenue

Using design thinking to execute rapid change with Daniel Jordan

Using design thinking to execute rapid change with Daniel Jordan

In 2021, visitor attractions who are able to execute rapid change are the ones who will thrive in recovery while facing changing market demands and visitor behaviors.

Daniel Jordan, Design Director at Dexibit, discusses how attractions can innovate and adapt quickly through a 5 step design thinking process – applicable for strategic and operational decision making processes.

Show notes

Recommended by Daniel: resources on design thinking in museums – designthinkingformuseums.net.

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The Recovery Room and Historic Royal Palaces with Rachel Mackay

The Recovery Room and Historic Royal Palaces with Rachel Mackay

We head to London to chat to Rachel Mackay, author of the Recovery Room, recently named Blooloop Top 50 Influencer and Manager of the Palaces at Kew.

Rachel shares the strategies and tactics that have worked to get visitors back in the door and having a good time during the middle of a pandemic, managing capacity at visitor attractions, leading front of house teams for success, and key metrics for senior leaders to manage when it comes to planning, setting goal targets and reporting.

Show notes

Visit The Recovery Room: www.therecoveryroomblog.com.

 Ready for more?

Listen to all our other podcasts here:

Visitor Experience Journey Map

Visitor Experience Journey Map

With our Visitor Experience Journey Map, explore the channels and data sources across visitor discovery, engagement and retention in order to trace metrics and Key Performance Indicators (KPIs), using a funnel framework.

Bring together the onsite and online worlds before, during and after the visit to discovery the holistic visitor experience at your visitor attraction.