Creating Great Visitor Experiences

'I highly recommend this book. Not that I could fully mine its wisdom in the short time I've owned it, but I think it is excellent. It is simple and direct, and does not take years and years of customer service training to understand. It is grounded in sound theory about how museums, zoos, and other attractions actually work and how guests interact with those places (and each other in those places). Most importantly, the author approaches the entire work from the viewpoint of guests. I know that sounds simple, but her approach disarms some of the traditional barriers to building great guest service by framing the entire book the way she does. The book is oriented toward action, versus often unfruitful and empty intellectual exercises. It is by far one of the best works on the subject I've seen.' Ken Bubp, Chief Operating Officer, Conner Prairie Museum, Fishers, IN 'Stephanie Weaver has created a practical guide to help readers systematically assess and support the visitor experience-prior to them walking through the front door and after they leave. She also tackles the museum field's million dollar question-how to get visitors to return.' Lynn Dierking, Institute for Learning Innovation 'Building on years of experience in the field as well as cutting edge economic and customer research, Stephanie Weaver has crafted a practical, friendly process to help institutions improve their visitors' experiences. This book is valuable for training emerging professionals and students on the importance of the visitor experience. Every public service professional who cares about doing a better job should keep a copy of this book handy.' Marjorie Schwarzer, Museum Studies, JFK University 'Overall, Creating Great Visitor Experiences offers terrific practical advice with myriad illustrations ranging from the Holocaust Museum to Starbucks to the South Bark Dog Wash. This is a wonderful book that will inspire you to more intentionally create vivid, meaningful, and rewarding visitor experiences. Your visitors will be grateful for changes you make, and your organization will benefit through increased popularity of your site and increased revenue generation.' Larry Beck, Ph.D., The Interpreter