Building Connection in a Noisy World with Amy Kehs

On this episode of the Customers First podcast, I'm joined once again by Amy Kehs, a seasoned brand strategist and communication expert focused on enhancing the visitor experience in museums. With over two decades of experience in public relations, Amy has developed a deep understanding of how to foster meaningful connections between institutions and their audiences, particularly in the wake of the disruptions caused by the pandemic.

In our discussion, Amy introduces her recently published ebook, "Building Connection in a Noisy World," which serves as a practical guide for museums striving to improve visitor engagement and retention. The book offers actionable insights and strategies to encourage repeat visits and cultivate lasting community relationships. Amy emphasizes the importance of seeing visitors not merely as one-time attendees but as potential lifelong advocates who will return and share their experiences with friends and family.

We explore the concept of museums becoming community hubs, where they can forge strong connections with visitors. Through engaging anecdotes, such as the loyalty fostered by a favourite restaurant and the 'Cheers' effect, Amy illustrates how consistent, welcoming experiences can create a sense of belonging. She encourages institutions to embrace local partnerships and community events, creating traditions that invite people back again and again.

A significant portion of our conversation revolves around the necessity of clear and consistent storytelling. Amy stresses that museums must clearly articulate their unique missions and values so that visitors understand their significance beyond the walls of the institution. This clarity not only makes their messaging more memorable but also drives engagement and fosters advocacy.

Moreover, our dialogue highlights the critical role of the visitor experience—how the journey begins long before anyone walks through the doors. Amy outlines the need for a meticulously crafted digital presence as the first touchpoint, setting the stage for an impactful in-person experience. From effective signage to follow-up communications, she underscores the importance of every aspect of interaction in shaping visitor perceptions and fostering loyalty.

As we wrap up, Amy imparts valuable advice to museums and businesses alike: building relationships doesn't require a hefty budget; it involves a commitment to community engagement and clear communication. Her book is described as not merely a textbook but a living resource filled with real-life applications that can be utilized to nurture relationships and enhance the overall customer experience, no matter the industry.

Amy's Contact Information:

Website: www.amykehs.com

LinkedIn:  @amy-kehs-communications

E-Book: https://www.lovemymuseum.com/ebook

 

Tacey's Contact Information:

Website: taceyatkinson.com

All Socials: @TaceyAtkinson

 

Thank you for tuning in, and I look forward to having more valuable conversations together in the future.

Remember:

Customer-Centric Cultures Create Magical Customer Experiences.

Now Go, Create the Magic!