Links
Library:
Customer
Service and Visitor-Centered Marketing
How
Museums Can Become More Visitor-Centered
Services to People: Challenges and Rewards is a free,
downloadable, 61-page report from Wallace-Reader's Digest Funds
profiling the changes initiated by several museums in their efforts
to become more visitor-focused. (Scroll down to the "Arts"
section to find the report.)
Delivering
Top-Notch Customer Service
Exceptional service to the customer is predicated on exceptional
internal service among employees. Everyone in the organization
is a service provider.
Getting
a Museum to Rent Out a Meeting Room is Impossible
Could yours be one of the museums he's talking about??
The Idea
of Customer Experience
Six elements that characterize valuable experience, from The
People-Centered Way.
Linking Objects
With Audience: Deep Marketing
An excellent article by Will Phillips.
What Visitors
Value
The four areas of the museum experience where visitors gain value,
by Will Phillips.
Why Heritage
Sites Need Interpretation for Their Long Term Survival
An excellent look at the relationship of interpretation and marketing,
by John A. Veverka. Includes 16 warning signs that indicate the
need for new or improved interpretive programs or services.
A
National Study of Adult Museum Programs
What do adults like best about museum education programs and
what motivates them to attend?
Voice
of the Teen: What Do Teens Say They Need From the San Francisco
Zoo?
Diane Kisich's report of the San Francisco Zoo's project to better
serve Bay Area teens by first determining their needs and wants.
Empowerment:
The Key to Customer Service
Customer service guru John Tschohl makes the case that superior
customer service is impossible without an empowered staff.
The
Power of Empowerment
John Tschohl discusses four fallacies that stand in the way of
employee empowerment.
Listen
Up!
You can't learn what your customers want if you don't know how
to listen to them. And listening smart is harder than it sounds.
Here is Rekha Balu's crank-up-the-volume guide to building a
listening organization. An article for FastCompany.com
The
Insider's Guide to Customer Service on the Web: 8 Secrets for
Successful e-Service
Greg Gianforte of RightNow Technologies outlines the elements
necessary to providing good customer service on the Web.
Twelve
High-Impact Marketing Programs You can Implement by Next Thursday
Customer-centered marketing guide from the Small Business Administration.
Why
Passionate Employees Matter
From the outset, Lewis and Clark engendered a communications
culture that made their expedition participants want to "live
the brand." Can you say the same about your own organization?
An article for MarketingProfs.com by Harry Hoover.
Do
You Have Marketing Myopia?
You do if your marketing emphasis is on your museum, not on your
customers. An article for MarketingProfs.com by Michael Fischler.
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