Ep. 61 — Why they aren’t coming back with John Gibbons
In this episode, Amy is joined by fellow communications strategist John Gibbons to talk about the hidden friction points that quietly shape the visitor experience and often determine whether someone becomes a repeat visitor or a one-time guest.
They dig into what museums can learn from the business world about retention, why small details matter more than you think, and how to create an experience that keeps people coming back (and bringing a friend).
Key Takeaways:
Every touchpoint matters
From your website to your front desk to your gift shop, visitors are constantly deciding how they feel about your museum. These moments add up and they influence whether someone comes back.Your staff is your strongest asset
Every person on your team, regardless of role, shapes the visitor experience. When staff feel connected to the mission, that energy shows up in meaningful ways for visitors.Remove friction before adding more
Before investing in new features or big ideas, focus on what might be getting in the way. Fixing small pain points often has a bigger impact than adding something new.
Links from the episode:
Find John on LinkedIn and follow Good Morning Cape Cod on Instagram.
