{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Making the Museum","title":"The Visitor Engagement Lifecycle, with Samir Bitar","html":"","width":"100%","height":180,"duration":4174,"description":"What if the best way to market an exhibition — wasn't marketing?\nWhat do we need to do better to help visitors find us in the first place? When they do, how do we engage them? When visitors arrive at our institutions, do they know where to go? What happens to the visitor's experience when we haven't thought enough about the restrooms, the stairs, or the endless line to get something to eat? Why do cultural institutions struggle with following up with visitors after they visit?\nVisitor experience expert Samir Bitar (The Art of Consulting) joins host Jonathan Alger (C&G Partners) to discuss The Visitor Engagement Lifecycle. Along the way: empathy training, why our technology ideas might not be what our visitors want, and how every project could use a visitors' advocate. (And the answer to that question about marketing.)\n \nTalking Points:\n \nFive main phases occur, spread along a journey before, during and after a visit.\n \nFor a visual, think of these phases arranged along a circle, not a straight line. \n \nPhase 5 leads back to Phase 1, in a continuous cycle.\n \nPre-Visit:\n1. Discover: Visitor is gathering information.\n2. Engage: Visitor is actively planning a visit, getting tickets, calling ahead.\n \nDuring Visit:\n3. Arrive: Visitor arrives on site, looking for orientation and direction.\n4. Experience: Visitor does the experience, uses amenities, makes purchases.\n \nPost-Visit:\n5. Followup: Visitor signs up for emails, gives feedback, becomes a member.\n \nPhase 5 now leads back to Phase 1.\n \nGuest Bio:\n \nSamir Bitar is a customer experience advisor, lecturer, and keynote speaker who helps organizations focus on the experiences of the people they serve. As the inaugural Director of Visitor Experience for the Smithsonian Institution he led a revitalization of the visitor experience across galleries, museums, and a zoo. In doing so, he helped transform an organization’s relationship with its visitors. During his tenure, Samir pioneered the use of visitor journey mapping in...","thumbnail_url":"https://img.transistorcdn.com/ooMbrPDmGLsE_qMwfGl5DFclFB99_k3beUa6dc2Z8Yw/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9zaG93/LzM5MzAzLzE2ODA1/NjI4NTktYXJ0d29y/ay5qcGc.webp","thumbnail_width":300,"thumbnail_height":300}