tag:blogger.com,1999:blog-37032121.post3824759259628895354..comments2024-03-27T05:04:39.476-07:00Comments on Museum 2.0: Harrah's Hits the Jackpot with Intuitive Personalization ProgramNina Simonhttp://www.blogger.com/profile/11723930679606298550noreply@blogger.comBlogger7125tag:blogger.com,1999:blog-37032121.post-22820780128921774072009-03-06T12:49:00.000-08:002009-03-06T12:49:00.000-08:00I'm a 7stars player at Harrah's and they have decr...I'm a 7stars player at Harrah's and they have decreased payouts and coupons dramatically. They never paid that old lady who hit $86K in AC and they don't offer good perks even to their best players. This is a big private conglomerate guys, they cheat and fix the payouts and no one is winning. Go to Delaware Park -- the chances of winning are much better.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-37032121.post-21801541858513810422009-02-03T16:03:00.000-08:002009-02-03T16:03:00.000-08:00Oh yes, swipe cards. We have them - but do we do a...Oh yes, swipe cards. We have them - but do we do anything with them? Not yet! We're still stuck in the middle between implementation and actually doing something with the data that's somewhere in the backend... <BR/><BR/>Of course, from the marketing & development perspective, I want to be able to send donation request letters to those that visit every week! But I'm really intrigued - what could we do to affect the on-site experience? As a children's museum, we don't want to add overt technology to the site - but I can imagine a system where the card is swiped, and the ED is notified when certain people (big donors, prospects etc) are on site so that they can get a quick "hello" - something you'd want to happen anyway, but in practice, hard to implement without technology.<BR/><BR/>Could also imagine when the card is swiped at the entrance that certain perks are offered - discounts in the store, incentives to do xyz for certain types of visitors etc, without adding technology to the site experience...Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-37032121.post-85245770377528335602009-02-03T14:02:00.000-08:002009-02-03T14:02:00.000-08:00Susie,I don't think the Big Brother implications a...Susie,<BR/>I don't think the Big Brother implications are negative. As Bodhi points out, wouldn't it be lovely if staff knew the right moment to offer you a chair and a glass of water? It would seriously increase the incidence of visitors reporting that staff "care about them"--a statistic I know you care about!<BR/><BR/>I understand the potential privacy concerns, but if this kind of program created a set of "compulsive museum-goers" the way there are compulsive gamblers, that would be pretty freaking great.Nina Simonhttps://www.blogger.com/profile/11723930679606298550noreply@blogger.comtag:blogger.com,1999:blog-37032121.post-4496524957716992612009-02-03T12:32:00.000-08:002009-02-03T12:32:00.000-08:00The Pope John Paul II Cultural Center (now defunct...The Pope John Paul II Cultural Center (now defunct) had a swipe card similar to some you describe in museums. On it, a visitor could record their interactions with various exhibit elements--record a testimony of faith, create a stained glass window, etc. They did introduce a social element by creating stations in the cafe that read and displayed the card contents, enabling groups to share experiences when they broke for lunch or a snack. However, as far as I know it had no continuity from visit to visit. (And I don't know what their repeat visitation was in any case.)<BR/><BR/>I think the biggest hurdle to applying this concept broadly to most museums is that it requires an overt, technological interaction when so much of the visitor experience is internal, and largely non-tech driven. The part I find particularly interesting, actually, is the challenge of detecting the point at which a visitor has reached their patience point and is ready to leave. How could museums do a better job recognizing that point and intervening (with a chair, a cold drink of water, a "inside tip" on what is going on. While it would be difficult to personalize the data, I bet you could do some pretty good training on recognizing more universal signs of "bored, tired, hungry" and train floor staff to step in.Bodhibadgerhttps://www.blogger.com/profile/13855697978901319125noreply@blogger.comtag:blogger.com,1999:blog-37032121.post-46474238039976189012009-02-03T09:32:00.000-08:002009-02-03T09:32:00.000-08:00Harrah's is brilliant. Evil. But brilliant. Com...Harrah's is brilliant. Evil. But brilliant. <BR/><BR/>Comments on gambling aside . . . back in my days as a development director (and in charge of marketing as well), I desperately wanted this kind of system for admissions (swipe to get in), shop purchases (swipe for discount), etc. so that I could target programmatic information to the right people. Used properly, you can figure out what exhibits are popular, what topics are popular, what interpretive methods are popular . . . and what buttons to push to attract donations.<BR/><BR/>Used properly, it is a huge boon. Used improperly, feels Big Brother-ish. The casino has no compunction about it . . . but where do we, in the field, choose to draw that line? <BR/><BR/>Interesting post . . . as usual!Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-37032121.post-69546612668540688932009-02-02T14:12:00.000-08:002009-02-02T14:12:00.000-08:00OMG, I wish I could be spending more time working ...OMG, I wish I could be spending more time working on museum CRM.<BR/><BR/>It is essential...we were onto something back at the Met Museum at one point. (many moons ago. I left.) The Fine Arts Museums of SF has a great member swipe system.<BR/><BR/>Closing the loop is essential, esp. in tying it into the on-line experience as those communities continue to flourish<BR/><BR/>Interesting also to see what grocery stores are doing:<BR/><BR/>http://money.cnn.com/2007/11/21/magazines/fortune/boyle_datamining.fortune/index.htm?postversion=2007112711<BR/><BR/>and can be doing more of?<BR/><BR/>http://www.dunnhumby.com/<BR/><BR/>I see the potential for good, as very good. it's not draconian, it's more fairy-like, raining magic dust, information and learnin' down on people...(and mayeb they can send money more in time?....)loveitallabovehttps://www.blogger.com/profile/07077130656271275582noreply@blogger.comtag:blogger.com,1999:blog-37032121.post-76262738657667179732009-02-02T13:46:00.000-08:002009-02-02T13:46:00.000-08:00Hi Nina, You may have hit on how to increase museu...Hi Nina, <BR/><BR/>You may have hit on how to increase museum attendance during dark economic times --- free drinks! ;-0<BR/><BR/>On a different note, Networld at MSI sends an (hopefully unintended) elitist message. Namely, you only get the "premium" exhibit experience if you can afford to and/or want to pay extra to get the "magic card." <BR/><BR/>Perhaps some museums are already taking away lessons from casinos!POW! (Paul Orselli Workshop, Inc.)https://www.blogger.com/profile/05111591384018210698noreply@blogger.com