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  • ninaksimon 6:50 pm on February 11, 2013 Permalink | Reply  

    My thoughts post-Loyalty Lab Workshop: http://www.museumtwo.blogspot.com/2013/02/challenges-rules-and-epic-wins-using.html

    • ขายกล้องวงจรปิด ขายกล้องวงจรปิด ขายกล้องวงจรปิด 9:24 am on November 17, 2014 Permalink | Reply

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  • ninaksimon 3:58 pm on January 31, 2013 Permalink | Reply  

    Your Thoughts Post-Loyalty Lab Workshop? 

    Thanks to everyone who participated in the Loyalty Lab workshop both onsite at MAH and online via Google Hangout. We learned, played, schemed, and hopefully came up with some great ideas to deepen engagement with visitors at our respective institutions.

    I wanted to create this simple post as an “open thread” for you to share your reflections on the afternoon. Just add a comment below this post in whatever format you choose. If you would like to write something more lengthy or use images, links, etc., I encourage you to contact me (Nina) about setting up an account on the site so you can post something yourself. It is a painless experience.

    Thanks again for joining and inspiring us!

    • Ava Ferguson 11:26 pm on January 31, 2013 Permalink | Reply

      Hi Nina,

      Many thanks for inviting me to participate in Loyalty Lab. My favorite idea from the workshop came at the end of the day when our group was brainstorming ways to conclude your monthly First-Friday events in a way that encouraged loyalty among your visitors, made them feel they were part of a larger community and prompted them to want to visit the museum again. I thought having the museum’s signature red ball drop from the ceiling at the end of the night (like the ball in Times Square does on New Year’s Eve) was terrific. I also liked the idea of encouraging visitors to do a countdown or sing the equivalent of “Auld Lang Syne” as the ball dropped. There are many other celebratory customs the museum could initiate to foster loyalty among its fans (like the end-zone dances football players do when they score a touchdown). It may sound silly, but these types of customs help people bond with each other, which is why so many clubs and sports teams capitalize on them. Museums should too!

      On a more serious note, I think your museum would do itself a service by taking more time to fully articulate and document what increasing loyalty actually looks like for your museum. Is it increasing the number and/or frequency of visits? Is it moving visitors to a deeper level of engagement? Is it prompting favorable word of mouth among visitors? Is it increasing the number of memberships purchased or donations received? These definitions of loyalty will be essential if the museum hopes to measure the success of this great experiement. They will also help to focus your staff and make sure that the experiments you try aren’t just about having fun (although, I suppose fun could become a definition of loyalty, as well).

      In the meantime, I wish you well as you embark on this great adventure. Please keep the rest of us informed about your progress. I’m looking forward to seeing that ball drop at a future museum event!

      Best regards,

      Ava Ferguson
      Visitor Research Manager
      Monterey Bay Aquarium

    • Joni Hess 8:18 pm on February 13, 2013 Permalink | Reply

      Hi All,
      I really appreciated the chance to learn about the project you are working on as well as what the Chicago Children’s Museum is doing. It was wonderful to participate in the break out sessions and hear everyone’s ideas.

      Some of the ideas were wonderful and I have brought them back to our team- specifically the punch card. We are currently working on a way to create loyalty and learn about our visitors (as they learn about us) to our Friday Nights Program. We have partnered with Off The Grid to have food trucks here EVERY Friday night. It has been a challenge for staff to determine if we have the same group of people coming back each week and what they do when they are here. We have thrown the idea of a punch card for a while and it was very helpful to talk to you and your team about your experiences. I am specifically interested in how we collect data, and what we do with it later on to continue the relationship. I have some ideas and will keep you all posted on our progress.

      I am also very excited about how we can introduce some of the game theory concepts into our programming, and how that will impact the experience we are able to provide for our visitors.

      Thank you again for putting this together, sorry for posting so long after the fact!

  • ninaksimon 10:27 pm on December 23, 2012 Permalink | Reply  

    We’re now planning the January Loyalty Lab public workshop in earnest. This will be a three-hour workshop on January 29 at 2pm, held at the MAH in Santa Cruz. The workshop will include:
    –short presentations from MAH staff about our projects thus far
    –short presentations from outsiders about projects to encourage deep engagement in surprising ways
    –brainstorming, sharing, and developing plans for the future

    We already have confirmed participation from museum practitioners in Santa Cruz, San Francisco, Oakland, and Minneapolis. Please contact me at nina@santacruzmah.org if you would like to participate. We welcome anyone in the museum/arts/culture world who has an interest.

  • ninaksimon 10:20 pm on October 30, 2012 Permalink | Reply  

    An interesting research finding about how visitors of different ages respond to the question, “What are the primary benefits of membership?”

    Under 35s skew towards supporting mission, over 35s to exclusive perks.


    • gasstationwithoutpumps 11:22 pm on October 30, 2012 Permalink | Reply

      Interesting result. I wonder if it is a robust finding or unique to the particular group surveyed. Will MAH be asking similar questions of its members?

    • ninaksimon 4:32 pm on October 31, 2012 Permalink | Reply

      Sort of. Our membership is changing rapidly as we grow – more families, as well as a new set of higher-level donors who are excited about our innovative approach. In some ways, who buys when in is an indicator of what people perceive as valuable–maybe even more so than what they self-report in a survey. I do think we’ll get there, but probably not with this question. With Loyalty Lab, we’re asking lots of people questions like: “What would motivate you to get more involved?” “How do you connect one experience here with another?” “How can the museum help you in your creative and social pursuits?”

  • ninaksimon 9:06 pm on October 18, 2012 Permalink | Reply  

    The Fridays cards are here and they are beautiful! I look forward to updating you on the results.

  • ninaksimon 12:34 am on October 12, 2012 Permalink | Reply  

    Based on our recent C3 meeting and a meeting today with our membership, visitor services, and programs managers, we decided to focus on the following experiments through the end of 2012:
    1. Tracking repeat/new visitors. We’re going to ask all visitors who attend during the day whether they are here for the first time or not, and track how many are in each category.
    2. MAH Friday Challenge. We are making a folded-over business card that challenges people to come to 5 Fridays before the end of the year to earn a free individual MAH membership. This will allow us to both advertise Friday programs and to see if this kind of game-like habit-forming activity is appealing. See attached designs for the front and back of the cards.
    3. Continue focusing at evening events on collecting visitors’ email addresses for the email list. Diana has switched with volunteers to focusing on this based on our mapping activity, and it seems to be successful at bringing new people to the list.

    We will plan a January half-day workshop with creative thinkers and museum people from the region to share our findings from this round of tests and evaluate next steps.

    Fridays card front: https://loyaltylab.files.wordpress.com/2012/10/5fridayfront.pdf
    Fridays card back: https://loyaltylab.files.wordpress.com/2012/10/5fridaysback.pdf

  • ninaksimon 9:20 pm on October 8, 2012 Permalink | Reply  

    We had a good Creative Community Committee meeting about Loyalty lab a couple weeks back. In it, we came up with at least two related but different punchcard concepts to test:

    1. Frequent Fridays card. Come to the MAH on Friday night five times in the next two months and earn a free annual membership.
    RATIONALE: we have a lot going on on Friday nights. If someone makes it a habit over a short time window, they are much more likely to stay involved for the long term.
    ALSO: easy to implement just on Fridays and not worry about other days of the week. Easy to hand out and mention at Friday events, when we already have volunteers with clipboards getting email addresses etc.

    2. Passport to MAH. A punchcard with different “missions” on it – “take a workshop,” “talk to a stranger about an exhibit,” etc. Complete 8 missions and earn a membership. The idea here is not about intensity in a short time but diversity of experiences at the museum.
    RATIONALE: if people see they can use the museum for different things, they are more likely to find things they want to be invested in. We hear from visitors that they are often unaware of the range of activities offered.
    ALSO: more flexible for visitors, but also harder (potentially) to manage. We don’t want to be in the officiating business. We’d only want to give one stamp per visit.

  • ninaksimon 3:30 pm on September 6, 2012 Permalink | Reply  

    We have transformed our zillions of stickies into a map of the event experience here at MAH that accentuates the (hopefully) cyclic nature of visiting, in which one experience inspires the next. All of the language on here was taken directly from the workshop participants. Our challenge now is to figure out how to capitalize on the many glimpses of opportunity here and fill the gap between one visit and the next. Here is the pdf version: https://loyaltylab.files.wordpress.com/2012/09/mah_journey_map.pdf of the image if you want higher resolution.

    • Michael Skelly 10:00 pm on September 6, 2012 Permalink | Reply

      Hi Nina, Thanks for the graphic view of the cycle. You might consider ways to include “learn about an event” and “tell neighbors & friends”/ “posting photos online”as part of what happens in the “engagement” part of the “experience”. I see a possible parallel between Museums and the geocaching “experience” (http://www.geocaching.com/), where part of the experience is telling others and being publicly recognized for going to geocache site.

  • ninaksimon 5:28 pm on August 20, 2012 Permalink | Reply  

    An interesting post by Seb Chan of the Cooper Hewitt about “goodbyers” http://www.freshandnew.org/2012/08/farewellers-exit-marketing/

    • MarcelaBrandao 6:49 pm on August 21, 2012 Permalink | Reply

      I would definitely agree about the greater need for “goodbyers” than greeters. Your ticket-seller/takers should already be welcoming visitors into the museum as part of their interactions. It becomes very easy to ignore visitors as they leave because there can be a sense that our “transaction” has ended as soon as the tickets have been purchased and they walk out of sight.
      By reigniting the conversation when visitors are leaving, asking questions about what they’ve enjoyed and letting them know about upcoming events, it is possible to extend the relationship into the future at least as a possibility. The “exit interview” can also be a great place to emphasize the perks of membership and of turning in their admission passes for a rebate on membership. I’ve noticed many of the people who had been on the fence about membership when purchasing their tickets will then join if engaged on their way out.

  • ninaksimon 5:28 pm on August 20, 2012 Permalink | Reply  

    Photos from the August 8 workshop…

    Mariah Roberts talking about how to improve signage and wayfinding in the museum for families during events.

    Prioritizing the leverage points in the event experience.

    The BIG map of the visitor experience at MAH events.

    • Jen Stencel 9:51 pm on August 20, 2012 Permalink | Reply

      WOW! Ok- so do the colored post-its reflect priority/levels of some sort or different colors for different participants? The top themes I get, but as you get into all that- what is the next step? How do you sift through all of that? . What was the sense of the MAH crew after this big reveal?

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