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Attractions Management Issue 4 2015 www.attractionsmanagement.com @attractionsmag VOL20 Q4 2015 CLICK TO PLAY www.simworx.co.uk www.attractionsmanagement.com @attractionsmag VOL20 Q4 2015 STAR OF THE SHOW For full functionality please view in Videogame Adobe Reader makers Ubisoft move into theme parks Are operators Cover image: doing enough for Anthony Daniels poses with the older visitors? original C-3PO head Click here to subscribe to the print edition www.attractionsmanagement.com/subs VISIT OUR BOOTH #4873 & EXPERIEN NEW Now available in 3D exclusively From nWave Pictures Distribution NCE THE ADVENTURE IN AMAZING 3D Watch Trailer at /nWavePictures ©2015 nWave Pictures SA/NV – All Rights Reserved nWave® is a registered trademark of nWave Pictures SA/NV nWave Booth #4873 November 17-20, 2015 NTH/STH AMERICAN SALES INTERNATIONAL Janine Baker Jennifer Lee Hackett Goedele Gillis +1 818-565-1101 +1 386-256-5151 +32 2 347-63-19 [email protected] [email protected] [email protected] California Offi ce Florida Offi ce nWave.com | /nWavePicturesDistribution | /nWave | /nWavePictures | /nwavepicturesdistribution ©2015 nWave Pictures SA/NV – All Rights Reserved - nWave® is a registered trademark of nWave Pictures SA/NV blog.attractionsmanagement.com CUSTOMER ENGAGEMENT Attractions have traditionally seen their ticketing and access control operations as being about little more than gatekeeping, with money exchanged for access. But today, that touch point with the customer is an opportunity to begin a whole new and transformational relationship isitor attractions of all kinds, from museums As a customer, I’ve repeatedly been frustrated to find to theme parks and zoos to planetariums, attractions doing a poor job of customer engagement through have traditionally known very little about the tech and believe we need an industry-wide push on this front. V customers who come through their doors. As a basic check list, customers should be able to eas- Understanding visitors’ motivations, needs, wants and ily buy timed and non-timed tickets online. They should also responses has only been possible through the use of market be able to join membership schemes with valid and useful research which few could afford or afford often enough, so it’s benefits and then to have a great customer journey in relation mainly been a case of build it and they will come. to that scheme, with regular and sincere contact from the The growth of membership schemes has helped some attraction, special offers and other types of benefits. attractions to better under- They should also be able to stand who their customers buy gift certificates which meet are and to develop deeper Your customers should be their needs in terms of the and more meaningful able to buy gift certificates types of packages on offer and engagement with them, but which are delivered in a timely few attractions have taken for your attraction which fashion. The technology is this golden opportunity and meet their needs and are available – cheaply – to enable made anything of it – even delivered in a timely fashion this and it’s time we grasped those with membership the nettle and implemented it. schemes do very little with The world is increasingly them in terms of customer affluent: the World Bank engagement – so for the most part, the attractions industry is announced this month that the number of people living in poor at knowing and interacting with its customers/visitors. extreme poverty will fall to under 10 per cent in 2015, and as A few years back, I argued attractions should follow the same previously poor nations urbanise, there will be an increasing model as the theatre and sports markets and move to advance appetite to do things rather than have things. Attractions are ticketing. We had a mixed post bag on that topic, with some in completely the right place to deliver on this need. arguing it would spoilt the spontaneous nature of an attractions You can make a healthy revenue stream from gifting, from visit, or that the investment in technology wasn’t justified. memberships and from online sales and if you’re geared up to The trend towards advance ticketing is now growing and on do this, we’d love to hear about it, so we can share it as best page 94, we debate the issue and look at some examples practice with other readers. And if you’re not, then it’s really of how the implementation of advance ticketing is helping time to take action. Your customers expect and need it and it businesses to improve their financial position through more can do nothing but benefit all concerned. reliable ticket sales and their marketing reach and customer engagement through better customer data. Liz Terry, editor. Twitter: @elizterry Tel: +44 (0)1462 431385 attractionsmanagement.com @attractionsmag [email protected] ©CYBERTREK 2015 AM 4 2015 attractionsmanagement.com 7 IN THIS ISSUE ATTRACTIONS MANAGEMENT Q p50 Scott A Lukas asks how themed spaces should deal with dark times in politics and history Q p34 Jean de Rivières on Ubisoft’s plans Q p42 Looking back at Banksy’s Dismaland Q p56 The Royal Botanic Gardens at Kew has modernised its approach to audience demographics 07 Editor’s letter 38 Talking Point 56 Analysis What Can We Do to Better People Power 12 People Accommodate Older Visitors? Gerri Morris, director at Morris Meet the people making the news, The 65-plus market is growing, and Hargreaves McIntyre, presents a new from MackCreative to Two Bit Circus older family members often make the way of defining cultural consumers decisions and hold the purse strings. 20 Science Centres news Is your attraction welcoming them? 62 Show Report 21 Visitor Attractions news SATE 2015 22 Waterparks news 42 Attractions Star Wars hero Anthony Daniels (C-3PO) 24 Theme Parks news Gone, Not Forgotten gets this year’s SATE conference buzzing 26 Museums & Galleries news We find out what people thought of 28 Heritage news Dismaland, Banksy’s twisted theme park 66 Planetariums 30 Zoos & Aquariums news and contemporary art attraction – and Planetariums: the Next 20 Years 32 Technology news talk to one of the Dismal Stewards Staffan Klashed of Sciss asks how planetariums can find success in the future 34 Interview 50 Immersive Design Jean de Rivières Controversial Topics 70 Mystery Shopper Jean de Rivières, who leads the theme Scott A Lukas delves into the world Igniting Imagination park division at Ubisoft, on the videogame of dark and disturbing topics in We visit The Hunger Games: The Exhibition developer’s futuristic theme park themed and immersive spaces and enjoy a host of interactive experiences 8 attractionsmanagement.com AM 4 2015 ©CYBERTREK 2015 ATTRACTIONS MANAGEMENT ISSUE 4 2015 Q p66 Industry analysis reveals the developments and challenges facing the planetarium sector Q p62 Anthony Daniels speaks at SATE Q p70 The Hunger Games exhibit on tour Q p80 Entering the curious world of Lotte, where South Korean culture and tradition is central 80 Theme Parks 100 Zoos & Aquariums Best of the Lotte Turn over a New Reef With 7 million visitors a year, Lotte The Florida Aquarium is teaming World is one of Asia’s biggest hitters. up with the National Aquarium of We find out more about the concept Cuba in a bid to save and restore the region’s precious coral reefs 84 Profile Juliana Delaney 102 Rides Continuum’s CEO on the magic of pop The Ride Makers culture and the cultural attraction Our ride makers series returns to On the cover: Anthony Daniels the fast-moving and evolving world poses with the original C-3PO head 90 Waterparks of cutting-edge dark rides from the first Star Wars film Crystal Waters Photo: Sarah Lee We look at plans for a hybrid waterpark- 110 Show Preview theme park in Sharjah in the UAE IAAPA Show Subscribe: To subscribe, call: +44 (0)1462 471915 What’s new from suppliers or visit www.leisuresubs.com 94 Ticketing on the show floor in Orlando Web gallery: Ahead of the Game For suppliers of products and How advantageous is it to offer advance 116 Web Gallery services in the worldwide attractions tickets online? We ask the industry experts A source of attractions services industry, turn to page 116 ©CYBERTREK 2015 AM 4 2015 attractionsmanagement.com 9 the team READER SERVICES Subscriptions Denise Adams +44 (0)1462 471930 Circulation manager Choose how you read Michael Emmerson +44 (0)1462 471932 Attractions Management... EDITORIAL TEAM Managing editor Alice Davis +44 (0)1462 471918 Editor PRINT DIGITAL PDF Liz Terry +44 (0)1462 431385 Attractions Management Read Attractions The magazine is also is available in glossy Management free on available as a PDF NEWSDESK print on subscription. You Digital Turning Pages edition for readers Tom Anstey can sign up any time at and enjoy extra links who want to read +44 (0)1462 471916 leisuresubs.com and searchability offline or on tablet Jak Phillips +44 (0)1462 471938 Kim Megson OTHER RESOURCES FROM ATTRACTIONS MANAGEMENT +44 (0)1462 471915 ADVERTISING TEAM Attractions Handbook attractionsmanagement.com Publisher Julie Badrick The latest industry stats, trends Attractions Management’s website +44 (0)1462 471919 and analysis all in one place: The features daily attractions news and Attractions Management Handbook is jobs, as well as access to digital Advertising sales a reference guide and global resource editions of Attractions Management John Challinor for decisionmakers. and links to other Leisure Media +44 (0)1202 742968 QRead it online: magazines and websites. 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