Max Pfeifer is the Experience Director at Museum of Play and Art (MoPA), a group of children’s museums that focus on learning through play. In this interview, Max shares how MoPA focuses on delivering a superior experience by hiring exceptional talent and running the business with state-of-the-art technology.

Key takeaways:

• Guests should so satisfied that they advocate for the business and deliver the flywheel effect, bringing in new guests that marketing doesn’t need to pay to attract
• Max stresses the importance of training and development for the frontline staff, both during initial onboarding as well as ongoing learning throughout their employment.
• Max sheds light on MoPA’s strategy for managing guest flow and timed ticketing, which he refers to as “comfy capacity.”