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NEMO Science Museum shares its customer experience philosophy
08 Apr 2019 . BY Lauren Heath-Jones
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
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PRODUCT NEWS
NEMO Science Museum shares its customer experience philosophy
08 Apr 2019 . BY Lauren Heath-Jones
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
PRODUCT NEWS
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
At this year's IAAPA Expo Europe (IEE), formerly the Euro Attractions Show, Huss Park Attractions will announce the installation of two major attractions.
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
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
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
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.
IEE PREVIEW: Garmendale to unveil major new project
At this year's IAAPA Expo Europe (IEE), formerly the Euro Attractions Show, Garmendale will be revealing details of a major new project.
Jora Vision to create panda museum in China
Jora Vision, a Netherlands-based attractions design firm, has won a competition to develop a museum experience at The Giant Panda Breeding Research Base in Chengdu, China.
IEE PREVIEW: Clip 'n Climb to debut Clip 'n Score technology
At this year's IAAPA Expo Europe (IEE), formerly the Euro Attractions Show, Visitors will get the chance to be the first to try out Clip ‘n Score, the new cutting-edge software from Clip ‘n Climb.
IEE PREVIEW: Intamin to showcase LSM Double Launch Coaster
At this year's IAAPA Expo Europe (IEE), formerly the Euro Attractions Show, Intamin will be exhibiting its LSM Double Launch Coaster Taiga.
Simworx launches new time-travelling attraction
Simworx, a UK-based developer of dynamic media-based attractions, has launched a brand new attraction.
IEE PREVIEW: Vekoma to discuss upcoming projects
At this year's IAAPA Expo Europe (IEE), formerly the Euro Attractions Show, Vekoma will be on hand to discuss its upcoming projects.
+ More products   
 
COMPANY PROFILE
Gantner Ticketing

GANTNER Ticketing was established in 1990. [more...]
+ More profiles  
VIDEO GALLERY

Red Raion - Jurassic War - Immersive tunnel movie trailer
Red Raion is the CGI studio specialized in media based attraction. Find out more...
More videos:
Red Raion Showreel 2018 – Red Raion
Trailer Peter Pan - Saving Tinkerbell VR – Red Raion
Introducing AnimaChat! – Animalive
+ More videos  

CATALOGUE GALLERY
 

+ More catalogues  
DIRECTORY
+ More directory  
DIARY

16-19 Sep 2019

IAAPA Expo Europe 2019

Paris Expo Porte de Versailles, Paris, France
21-24 Sep 2019

ASTC 2019 Annual Conference

Ontario Science Centre, Toronto, Canada
+ More diary  
 


ADVERTISE . CONTACT US

Leisure Media, Portmill House, Portmill Lane,
Hitchin, Hertfordshire SG5 1DJ Tel: +44 (0)1462 431385

©Cybertrek 2019

ABOUT LEISURE MEDIA
LEISURE MEDIA MAGAZINES
LEISURE MEDIA HANDBOOKS
LEISURE MEDIA WEBSITES
LEISURE MEDIA PRODUCT SEARCH
ATTRACTIONS MANAGEMENT NEWS
ATTRACTIONS HANDBOOK
PRINT SUBSCRIPTIONS
FREE DIGITAL SUBSCRIPTIONS