Category: Resources
Using Guest Experience to Get Through this Madness: A 3-Part Series
We have a lot of unknowns ahead of us. No one is a post-COVID expert, and the story continues to evolve, seemingly on a daily basis. While we are all […]
Bring your guests into the conversation
This article is part 3 of a 3 part series. Click here for the full series. If perception is reality, then it is crucial to measure, fine tune, and measure […]
Managing guests’ perceptions of your new procedures
This article is part 2 of a 3 part series. Click here for the full series. We all want to exceed our guests’ expectations and go above and beyond. When […]
Now is not the time for radio silence
I don’t know who needs to hear this. Scratch that. I know EXACTLY who needs to hear this. Managers who are afraid to talk to furloughed or laid-off employees Managers […]
Regaining guests’ trust and confidence
This article is part 1 of a 3 part series. Click here for the full series. The attractions industry has an uphill battle when it comes to regaining consumer confidence […]
Operator’s Guide: How to Answer Difficult Questions
Kevin Williams, from KWP, a immersive out-of-home entertainment consultancy, in collaboration with Jeff Chatterton from Checkmate Public Affairs, a specialist in risk and crisis communications, have compiled a simple primer called the […]
Life with a Canine Guides us Through the Re-Onboarding Process
I’ve had and trained dogs before, and I’ve on-boarded people before, but never have these two concepts collided SO HARD as they have in the last month. Meet Otis, a […]
Cleanliness: No Longer Innocent until Proven Guilty
When guests visit an attraction, whether it is a theme park, zoo, museum, aquarium, or family entertainment center, they have a certain list of expectations. These expectations range from being […]
Feeling All the Feels
NOTE: This post was in the works prior to the COVID-19 pandemic, however the concepts still hold true for our new normal of communication, and will be especially important once […]
Navigating the guest experience in a post-coronavirus world
The world is about to change dramatically. Things that used to be societal norms, such as shaking hands or giving high fives, are going to be met with concern for […]