Creating Great Visitor Experiences

Museums, libraries, parks and other cultural institutions today face the daunting task of attracting visitors who have almost limitless choices for education and entertainment. What gets them through your front door and coming back again and again? In the commercial world, some businesses stand apart from their competition and profit by providing sophisticated, meaningful, and memorable customer experiences.

In this practical, user-friendly guide, Stephanie Weaver translates these methods to non-profit organizations. She introduces readers to the latest thinking and research on consumer behaviour, branding, leisure studies, and staff training. She offers an eight-step process to evaluate how the visitors view you, from before they arrive at the front door until after they leave. Exercises in each chapter allow the institution to put this self-examination into practice and find new ways of attracting and retaining visitors. Replete with examples from the business and museum world alike, as well as the medical, retail, hospitality, and tourism industries, filled with resources for further exploration, Creating Great Visitor Experiences is a vital resource for administrators, trustees, and front line staff alike.