以客户体验管理提升观众参观科技馆体验的思考——以中国科技馆为例  

Thoughts on Improving the Visitor Experience in Science and Technology Museums Through Visitor Experience Management:Taking the China Science and Technology Museum as an Example

作　　者：苑晓 饶荣亮 陈思思 薛珂 Yuan Xiao;Rao Rongliang;Chen Sisi;Xue Ke

机构地区：[1]中国科技馆,北京市100101 [2]中国科技馆观众服务部

出　　处：《自然科学博物馆研究》2024年第1期72-79,共8页Journal of Natural Science Museum Research

基　　金：中国科技馆科研项目“中国科技馆观众服务体系研究”,编号:KYXM-B-2022-06。

摘　　要：科技馆要成为观众喜爱的参观目的地,需要不断提升观众参观科技馆过程的体验。本文以中国科技馆为例,介绍科技馆开展客户体验管理的流程和方法:设定目标、梳理关键触点和驱动要素、采集数据、分析数据与改善行动、完善信息化平台。客户体验管理需要通过“采集数据—分析数据—改善行动”等步骤,精准改善各触点的观众体验,形成动态的改进机制,持续改善观众参观科技馆体验。希望本文能为致力于提升科普场馆观众参观体验的同行们提供一点启发,共同促进科普事业高质量发展。To establish science and technology museums as preferred destinations,it is imperative to continually enhance the visitor experience.Taking the China Science and Technology Museum as an example,this paper presents a comprehensive approach to visitor experience management in science and technology museums,including goal setting,identification of key touchpoints and driving factors,data collection and analysis,action improvement strategies,and information platform enhancement.Precisely improving the visitor experience at each touchpoint s through the iterative process of“data collection-data analysis-action improvement”promotes a dynamic mechanism for continuously improving the experience of visiting science and technology museums.It is hoped that this paper will inspire fellow researchers dedicated to enhancing the visitor experience in science and technology museums,and collectively promote high-quality development in the popularisation of scientific knowledge.

关 键 词：科技馆 观众服务 观众体验 客户体验管理 

分 类 号：G322[文化科学]