Includes bibliographical references and index.

Introduction: Observational research versus the other researches -- Methodology -- The hand-holders : connecting to your museum -- Twitching on the tour -- Sitting down -- Turning right -- Dress code -- Museum goers don't get fat : tribal marketing -- Men : another new market segment -- Lunchtime stories -- Taking photos -- Early birds -- Shopping for memories -- Handheld children : the new demographic -- Long lines and smiles -- Queue-less in the lobby -- Frail and hardy -- What the guards see -- The folks from Kazakhstan and other global changes -- Shout out for the library -- Insights and the performing arts -- Velcroed at the ticket window -- The upside of intermission -- Epilogue.