Museum Customer Experience (CX): Emotionally Connecting with Museum Visitors

Museums are changing and the visitor’s expectations of a museum experience are changing.

The Museum Customer Experience (CX) book is a “how-to” book for creating great museum customer experiences that meet the demands of the new generation of museum visitors. The expectations of the museum visitor are changing from a fixed monolithic institution serving a traditional and known audience to museums as spaces of inclusion and destinations catering to a wide array of individuals who connect with a museum on a instance-by-instance basis rather than buying-in to a long-standing commitment supported by regular attendance.

Museum Customer Experience (CX): Emotionally Connecting with Museum Visitors is an all-inclusive guide of actionable exercises and activities that can be put into use today. Including guidance for creating visitor plans that insure excellent museum customer experiences. The audience for the Museum Customer Experience (CX) book is anyone interested in deeply connecting with museum audiences; readers include, board members, directors, directors of exhibits & education and maybe most importantly managers of museum on-floor staff.

The museum customer experience extends to include fund-raising, administration and staff hiring as examples. There is no part of a museum that is untouched by the importance of connecting with the visitor. A museum’s mission extends beyond the “what” a museum will accomplish to the “how” a museum will deliver it’s mission. The Museum Customer Experience (CX): Emotionally Connecting with Museum Visitors is about the “how” to deliver your mission.

By the end of the book readers will have a new understanding of museum visitors as customers and a new understanding of the importance of creating excellent customer experiences through creating an agile museum. The book also includes this continually updated website MuseumCX.com

Museum Customer Experience (CX): Emotionally Connecting with Museum Visitors

Table of Contents

Advisory Board
Acknowledgments
List of Illustrations
List of Tables
Foreword
Preface
I. ESSENTIAL MUSEUM CX BACKGROUND
1. The Visitor’s Journey
2. History of Museum CX
3. Museum Activism
4. The Future of Museum CX
II. TOOLS OF MUSEUM CX
2.1 Museum Customer Experience Checklist
5. Reaching Your Museum Objectives
6. Museum CX Process
7. Starting with the Visitor
8. Empathize Tools
9. Defining Tools
10. Ideation Tools
11. Prototyping Tools
12. Testing Tools
13. Conclusion
III. MUSEUM CX TOOLBOX
16. Museum CX Templates
17. Museum CX Associations & Resources
Glossary of Museum CX Terms
Bibliography
Index

Agile Museum Toolbox

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