Taking ownership of your Visitor Experience
Speaker: Lily Pender, Partner, theWholeStory and Josh Gaillemin, Partner, theWholeStory
theWholeStory will lay out their new engagement model which has empowered front of house staff and volunteers at Tate Britain + Modern to, with small tweaks to the way they currently communicate with visitors, greatly improve their visitor experience.
FoH roles include Helping (wayfinding, practical information and assistance…), Security (of the site, collection, visitors, colleagues), Revenue (membership, café, shop, events…) and Engagement/Connection (between people and to the collection, exhibition, site…).
Often the FoH team’s time is mainly spent on the first three, whereas visitors come for the fourth.
When Help, Security and Revenue are delivered with the additional filter of Engagement/Connection, a richer experience is offered benefiting visitors, colleagues and the organisation itself.