Saturday 24 February 2024 | hospitality-kit.net: The search engine for museum buyers

08 Apr 2019

NEMO Science Museum shares its customer experience philosophy

Supplier: Ecsite (European network of science centres and museums)

More Ecsite (European network of science centres and museums) details
The NEMO Science Museum in Amsterdam welcomed approximately 665k visitors last year
What could possibly go wrong with a science museum that gets more visitors year after year?

Spokes, the magazine of Ecsite, the European network of science centres and museums, put this question to Martijn van Heemskerck van Beest, operations deputy director of the NEMO Science Museum in Amsterdam, the Netherlands.

“Overcrowding, even if only on peak days, can be a 'dissatisfier' for your public and undermine your attractiveness in the long run," he warns in the introduction of the article he wrote as an answer.

NEMO is one of the biggest science museums in the Netherlands. The copper-clad, boldly skewed building on the inner city waterfront is an eye-catcher, visible from a large part of Amsterdam. Last year, it welcomed around 665,000 visitors. Yet rising visitor numbers went together with a drop of NEMO’s net promotion score in recent years.

To address this challenge, NEMO's operations and contents teams worked together to develop a holistic approach, taking into consideration the fact that 50 per cent of the quality of the customer journey is determined by the content of the exhibits, and the other 50 per cent by the service experienced.

A new visitor flow policy combined a new entrance for school groups and the introduction of barcoded tickets for regular visitors. “Soon, cashiers and ticket desks will be a thing of the past,” shares van Heemskerck van Beest, who wants e-ticketing to become the norm. His team is also looking into replicating popular shows several times a day, introducing longer opening hours or testing price differentiation for different times of the day. A lot of attention is also paid to managing pre-visit expectations, cultivating “the joy of anticipation”.

“Optimising the customer journey will always remain a work in progress,” concludes Martijn.

Read the full article in Spokes #50, March 2019: How to deal with success successfully by Martijn van Heemskerck van Beest


Supplier: Ecsite (European network of science centres and museums)
Brussels Belgium
Ecsite is the European network for science centres and museums, linking science communication professionals in more than 400 institutions in 50 countries
Web: www.ecsite.eu

Click here to visit Ecsite (European network of science centres and museums)'s leisure-kit listing


Connect with
hospitality-kit.net
Magazine:
View issue contents
Sign up:
Instant Alerts/zines

Print edition
 

Find the right products and services for your company
News search
 
Advertise your products
on the leisure-kit Product Report
And reach over 57,000 leisure buyers

Call
+44 (0)1462 431385
 
Technology

Future shock

What can we learn from operators currently using AI? Lesley Morisetti gets some tips from early adopters
View feature>>
Catalogue gallery
 
Company profile
 
DJW

David & Lynn Willrich started the Company over thirty years ago, from the Audio Visual Department of the National Motor Museum, Beaulieu.
View full profile>>
 

To advertise your product and reach over 57,000 leisure buyers call
+44 (0)1462 431385 or email [email protected]
Attractions jobs
Powered by
leisureopportunities.com
Recycling and Waste Manager
Salary: £40,056 - £44,934pa + local govt pension + benefits
Location:Epping Forest, UK
Company: City of London Corporation
More>>
 
Museum news
Powered by
leisureopportunities.com
11 Feb 2024
Museum director apologises after comparing the city of Florence to a sex worker

Museum director Cecilie Hollberg has come under fire for comparing the city to a sex worker due to uncontrolled mass tourism.
More>>
08 Feb 2024
Raby Castle reveals ambitious plans to become a major visitor destination

Raby Castle, known as one of the finest medieval fortifications in England, is nearing the end of an ambitious two-year renovation project.
More>>
 
Diary dates
Powered by
leisurediary.com
 
Property & tenders
Powered by
leisureproperty.com
30 acres at Clays Lane, Debden Green, Loughton
Location: Loughton, IG10
Company:Knight Frank
More>>
Tender: retail units at The Engine Yard, Belvoir Castle
Location: Grantham, Leicestershire
Company:Belvoir Castle
More>>
To Let – Potterne Park Sports Ground
Location: Verwood, Dorset
Company:AVISON YOUNG
More>>

 
To advertise your product and
reach over 57,000 leisure buyers
call
+44 (0)1462 431385

Published by Leisure Media Tel: +44 (0)1462 431385 | Contact us | About us | © Cybertrek Ltd