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Visitor Experience Guidelines

10:00a Pacific/1:00p Eastern (60 MINUTES)

Nicole Krom, Kyle Cantarera and Cynthia Helmstetter

Join the Visitor Experience Group (VEX) in this fun and fast-paced session as we dive into three facets of Visitor Experience training: service, engagement and experience. Attendees will learn service guidelines, service recovery and how to engage front-line staff (often the non interpreters at our sites) to fully own each visitor’s experience.

Nicole Krom has worn many hats in her ten year career in the non-profit arts and culture. Raised in family businesses from an early age, customer relations have always been top of mind. Nicole graduated with a M.A. in Museum Education from the University of Arts and is the Membership and Outreach Manager at Longwood Gardens.
Kyle Cantarera has been striving to improve guest experiences through both interpretation and visitor operations in places such as the Delaware Museum of Natural History, Hagley Museum and library and Longwood Gardens. He is currently the Guest Experience Manager at Mt Cuba Center overseeing interpretation, ticket sales, public safety and event operations.
Involved in museums since her teens, Cynthia Helmstetter has helped open two major museums in Philadelphia, including two years staging, opening and managing guest services at the Museum of the American Revolution. Cynthia was also the Visitor Services Manager at The Barnes Foundation during the six formative years before and after its opening.

Member: $35
Retired/Senior/Volunteer/Student: $25 (must be member at one of these levels to receive discount)
Nonmember: $50

For NAI Institutional and Commercial members wishing to purchase attendance for multiple staff members: the first registrant will pay normal pricing and each additional registrant will run $20. Anyone wishing to gain Certification renewal hours from the webinar will have to login to the webinar on their own computer. This allows us to verify that they were in attendance and credit the hours to their account. To register multiple employees, register your first employee then contact Jamie King at 888-900-8283.

Login information for this webinar will be sent the day before the webinar takes place. 

In order to hear the presentation, you will need to use a headset and stream the audio through the computer.
If you do have trouble prior to the webinar, call Emily at 970-420-1032 and she will try to assist you.

Online registration closes 4 hours before the webinar.
Online registration not available.