World Leisure Jobs - Ecsite (European network of science centres and museums): NEMO Science Museum shares its customer experience philosophy
18 Sep 2019 World leisure: news, training & property
 
 
HOME
JOBS
NEWS
FEATURES
PRODUCTS
FREE DIGITAL SUBSCRIPTION
PRINT SUBSCRIPTION
ADVERTISE
CONTACT US
Sign up for FREE ezine
Product news

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


NEMO Science Museum shares its customer experience philosophy

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
More Ecsite (European network of science centres and museums) details

Product news
NEA Studio showcase seaweed's design potential with hand-crafted algae lamps   18 Sep 2019

NEA Studio showcase seaweed's design potential with hand-crafted algae lamps

Nina Edwards Anker has created a new collection of hanging pendant lamps made from dried sheets of algae.

IEE PREVIEW: Red Raion to showcase new film   16 Sep 2019

IEE PREVIEW: Red Raion to showcase new film

At this year's IAAPA Expo Europe (IEE), formerly the Euro Attractions Show, Red Raion will be presenting a new CGI film,

IEE PREVIEW: Huss Park Attractions announces two major installations   16 Sep 2019

IEE PREVIEW: Huss Park Attractions announces two major installations

At this year's IAAPA Expo Europe (IEE), formerly the Euro Attractions Show, Huss Park Attractions will announce the installation of two major attractions.

Babor partners with Canyon Ranch at Sea to create ultimate spa experience   16 Sep 2019

Babor partners with Canyon Ranch at Sea to create ultimate spa experience

Results-driven skincare brand Babor has announced an exclusive partnership with Canyon Ranch at Sea with Celebrity Cruises.

IEE PREVIEW: Technical Park exhibiting multiple projects   13 Sep 2019

IEE PREVIEW: Technical Park exhibiting multiple projects

At this year's IAAPA Expo Europe (IEE), formerly the Euro Attractions Show, Technical Park is presenting several new projects at IAAPA Europe this year.

IEE Preview: Gateway to present Galaxy product suite   13 Sep 2019

IEE Preview: Gateway to present Galaxy product suite

At this year's IAAPA Expo Europe (IEE), formerly the Euro Attractions Show, Gateway is offering its Galaxy product suite.

IEE PREVIEW: OpenAire to discuss upcoming waterpark   12 Sep 2019

IEE PREVIEW: OpenAire to discuss upcoming waterpark

At this year's IAAPA Expo Europe (IEE), formerly the Euro Attractions Show, OpenAire will be on hand to discuss its newest waterpark.

Simworx to launch new products at IEE   12 Sep 2019

Simworx to launch new products at IEE

Simworx, a UK-based developer of dynamic media-based attractions, is set to launch two new products, the AGV Dark Ride and the Mini Flying Theatre, at this year's IAAPA Expo Europe.

Company profile


QubicaAMF UK

QubicaAMF is the largest and most innovative bowling equipment provider with 600 employees worldwide.

View full profile>>

Catalogue gallery


Featured Supplier

Book4Time puts the focus back on the guests

Book4Time puts the focus back on the guests

In a competitive spa market, guest experience will make or break your business. More>>




in this issue

• CMO: any exercise is good for you
• Exercise on NHS could be 'miracle cure'
• Blair Drummond invests £1m in Sea Lion Enclosure



World Leisure jobs




Swimming Teacher
Location: Winscombe, UK
Company: GLL
Personal Trainer / Fitness Trainer
Salary: 100% of your PT earnings
Location: Vauxhall, London, UK
Company: The Gym Group
General Manager
Salary: Competitive
Location: Broughton Astley, Leicester, UK
Company: Lex Leisure
Assistant Chef
Salary: Up to £9.32 per hour
Location: Falmouth, Cornwall, UK
Company: GLL
Catering Assistant
Salary: Up to £8.21 per hour
Location: St Austell, Cornwall, UK
Company: GLL
Diary dates
Powered by leisurediary.com




16-19 Sep 2019

IAAPA Expo Europe 2019

Paris Expo Porte de Versailles, Paris, France


19-20 Sep 2019

Termatalia: 19th International Fair of Thermal Tourism, Health and Welfare

Expourense, Ourense, Spain


19-23 Sep 2019

CIDESCO World Congress & Exhibition

Hyatt Regency, Chicago, United States



Leisure Management magazine 2018 issue 1
Leisure Management
2018 issue 1

View issue contents
View on turning pages
Download PDF
  Interview: Louis D’Amore
Louis D’Amore on the work of the International Institute for Peace through Tourism More>>
  Profile: Stephen Hulme
We look back on the career of Everyone Active CEO Stephen Hulme More>>


Leisure Management magazine 2016 issue 1

Leisure Management
2016 issue 1

View issue contents
View turning pages
Download PDF
  Tourism: Ireland’s wild side
The Wild Atlantic Way is helping tourists discover a whole new side of Ireland More>>
  Adult play: Making a big play
LM reports on the emerging trend of adults playing like kids More>>


Published by The Leisure Media Company Ltd Portmill House, Portmill Lane, Hitchin, Herts SG5 1DJ. Tel: +44 (0)1462 431385 | Contact us | About us | © Cybertrek Ltd