Do You Know What Your Customer Experience is Costing You?

I visited a museum at the weekend – just scraping in on the last day of a heavily-promoted, blockbuster exhibition.

As I waited at the ticket desk, I noticed that, despite there being a queue, only one team member was selling tickets – and yet there were four team members behind that desk. Two of the other three were having a chat; the other was (there’s no other word for it) slumped in her chair, staring into space.

The exhibition was great – I’d recommend it to you, but it’s over!

Also over is the massive opportunity the museum had to maximise its return on investment…