Visitor experience | Cooler Insights

Owning Your Customer’s Experience (Part 2)

Walter — Thu, 10 Jan 2013 16:14:00 +0000

Does your organisation hold a common view of the customer experience? Here are some steps to consider when implementing your customer experience strategy.

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Owning Your Customer’s Experience (Part 1)

Walter — Tue, 08 Jan 2013 16:12:00 +0000

What can tourism businesses like hotels, restaurants, travel agencies and attraction operators do to create memorable and distinctive customer experiences?

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How Service Leaders Innovate

Walter — Fri, 28 Dec 2012 19:20:00 +0000

Sentosa’s WAVE ensures that guest centric values are instilled in all employees (courtesy of Sentosa) What distinguishes service stars from other establishments? Is there a magic formula? Well, the answer is less to do with rocket science than with investing in people. As a judge for the Singapore Experience Awards 2012, I was recently invited […]

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How To Build Better Attractions with Storytelling

Walter — Thu, 19 Apr 2012 14:26:00 +0000

How can you build a better visitor attraction which draws both locals and tourists? Learn the art of storytelling from Bob Rogers here.

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How Storytelling Transforms Visitor Attractions

Walter — Tue, 17 Apr 2012 13:41:00 +0000

Bob Rogers with ASA Chairman Kevin Cheong The founder of BRC Imagination Arts, Bob Rogers, has cut his teeth in designing and building numerous theme parks, museums, brand attractions and other thematic experience destinations. Rogers’ 33 year old firm, BRC Imagination Arts, received over 250 international awards, including two Academy Award nominations and 17 Themed […]

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Creating Great Experiences at Universal Studios Singapore

Walter — Mon, 27 Feb 2012 12:46:00 +0000

On a recent study trip to Universal Studios Singapore (USS) at Resorts World Sentosa (RWS), I had the privilege of learning how the theme park – arguably the most popular in Southeast Asia – creates, develops and manages memorable and delightful guest encounters. While these strategies do not cover all aspects of a world class […]

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Technology in Museums – Some Surprising Findings

Walter — Thu, 11 Aug 2011 12:59:00 +0000

I couldn’t believe my eyes when I read this 2009 article in Museum Audience Insight on how technology is actually preferred by older museum visitors to younger ones. Have a look at the chart below: Courtesy of Museum Audience Insight According to their findings of visitors to Outdoor History Museums, , “… people under thirty […]

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Managing Visitor Fatigue in Museums and Attractions

Walter — Fri, 22 Jul 2011 14:20:00 +0000

Museum visits needn’t be a yawn if you design them well (Courtesy of BelieveJay) While doing some desktop research recently, I came across an interesting article by Gareth Davey titled “What is Museum Fatigue?” in InformalScience. The academic piece explained why visitors get tired when visiting museums, and proposed how we can better manage visitor […]

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Visitor Strategies @ V&A Museum

Walter — Mon, 25 Apr 2011 12:52:00 +0000

The V&A (formerly Victoria and Albert Museum) in the UK is one of the leading museum groups on the British isles and an international cultural brand. It comprises the V&A Museum at South Kensington, the V&A Museum of Childhood at Bethnal Green, and its archives and stores at Blythe House, Kensington Olympia. Like many British […]

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