Measuring engagement pt II...

Arts Professional: Essential Audiences 30 June 2008 More about measuring engagement I have found myself thinking a lot recently about how cultural organisations can measure the way that audiences, visitors and participants experience what they have to offer. It all started when I discovered that Scottish...

Measuring engagement...

Arts Professional: Essential Audiences article 24 March 2008 Measuring engagement For decades, marketers have been trying to understand their customers’ experiences. Mason Haire first talked about ‘selling the sizzle not the steak’ way back in 1950. And it’s not just marketers. Retailers worry...

Customer experience...

Journal of Arts Marketing Issue 23 – October 2006 Customer experience Heather Maitland warns about making assumptions when researching your customers’ experience Researching how satisfied people are with the experience your organisation offers is not straightforward. It is all too easy to research...