Dexibit: The Data Diaries

"No one's gonna read that": David Lew, Visitor Services Solutions Manager at Auckland Museum Tamaki Paenga Hira talks about how to connect exhibitions with visitor experiences through the power of visitor services, including through an indigenous lens with He Kōrahi Māori, the Māori dimension.

SHOW NOTES

Read all about Te Ao Mārama, the South Atrium project https://www.aucklandmuseum.com/your-museum/south-atrium

David refers to several words in Te Reo Māori, the indigenous language of Aotearoa, New Zealand. They are:

- Marae, Māori meeting grounds

- Iwi, tribe

- Pōwhiri, welcome ceremonies

- Mana whenua, customary authority exercised by an iwi (tribe)

- Mahi toi, art or art work

- Kaitiaki, guardianship of the sky, sea and land

- Tanoa (Pacific), a large wooden bowl for kava ceremonies

Over the course of the pandemic, many visitor attractions experienced wild changes in their membership and season pass customer base - moves which have forever changed consumer behaviors and how we strategically respond to these. Hear how Chief Revenue and Marketing Officer Melissa Felder thinks about loyalty at the California Academy of Sciences and how their mission is inspiring the next generation of supporters.

Sometimes, "where can I find the gift store?” is the most important question you’ll answer at your visitor attraction. Will Sullivan, Head of Visitor Experience at The Metropolitan Museum of Art sits down with us to discuss how we can drive revenue by people and experience first leadership. Through understanding the 360 holistic visitor experience via data and strategies to align retail arms with your attraction’s mission - you create impactful memories that your visitor takes home forever.

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.

Learn more about John and his work: https://www.instituteforlearninginnovation.org/

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, Senior Product Designer 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.

Recommended by Daniel: resources on design thinking in museums - https://designthinkingformuseums.net/

Rob Baker, Director of Marketing and Creative Strategy at The Museum of Modern Art (MoMA) reflects on two reopenings in as many years, after the Museum's temporary closure for a significant renovation before COVID-19.

Rob covers how MoMA has positioned and communicated with a primarily now local audience during the crisis while engaging the world online with viral and newsworthy moments like its comedic take on Kim Kardashian's birthday trip. With a fast tracked digital transformation of the visitor experience now driving advance online bookings, we hear about how the call to action in MoMA's marketing has changed.

Plus, hear Rob's expectations and plans for the year ahead as the industry navigates rebuilding demand once vaccine rollouts are in progress and tourism begins to heat up.

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Get in on the action by tweeting your favorite Kardashian inspired piece from MoMA's collection: https://bit.ly/36XMIxA

In this value packed episode, we talk to Herman Marigny and DeAnna Wynn from the National Museum of African American History and Culture (NMAAHC) about their partnership between visitor services and information technology, particularly around capacity management both pre and post COVID and their visitor centered decision making, mixing empathy and data to ensure safe and happy visitors.

Learn more about NMAAHC: https://nmaahc.si.edu/

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.

Visit The Recovery Room: https://www.therecoveryroomblog.com/

Join Dexibit for free: http://join.dexibit.com/

Angie Judge (Chief Executive, Dexibit) and Jack Szeltner (Account Executive, Dexibit) digs into the big topic of how visitor attractions are navigating recovery in the wake of COVID-19.

Angie uncovers what reopening visitation benchmarks we’re seeing, what strategies and tactics different venues are deploying and how everyone is approaching the challenges of reopening, recovering and returning - or at least settling - into a new normal.

Learn more about our free visitation dashboard for visitor attractions: HTTP://join.dexibit.com

Tune in to learn about the future of tourism for visitor attractions from a global expert and leader with a foot in each camp. Ben Baldanza sits on the Board of Directors for both Six Flags theme parks and Jet Blue airline, having spent a decade as CEO of Spirit, Ben is also an Adjunct Professor of Economics with George Mason University and is a cohost on Airlines Confidential. Ben calls for the tourism industry to work together, explains what to expect in market forces and consumer behavior under COVID-19, discusses price theory in the face of changing demand and emphasizes the role of data science in navigating recovery.

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Tune in to Airlines Confidential at https://airlinesconfidential.com/.