Guest Engagement vs Customer Service: Why Visitor Attractions Need More Than Great Service
You don’t need anyone to tell you that guest engagement and customer service both matter. Every visitor attraction worth its salt already knows that. But here’s the thing most teams miss: these two ideas don’t automatically walk hand in hand, and treating them as the same skill is one of the most common — and […]
From “Facts” to “Fables”: Turning Your Exhibits into Experiences
We’ve all seen it: a guest standing in front of a world-class aquarium tank or a rare historical artefact, looking at their phone. They’ve read the placard, they’ve seen the “specs,” and yet, they aren’t connected. The secret to fixing this isn’t a flashier digital screen or a bigger sign. It’s storytelling. When we treat […]
How The Living Desert’s Pollinator Pathways Program Is Creating Powerful Desert Defenders
The Living Desert knows that pollinators are the quiet heroes of our ecosystems. From bees and butterflies to birds and bats, these vital species are responsible for supporting over 75% of flowering plants and a significant portion of the world’s food supply. At The Living Desert, conservation is not just a mission; it’s an experience […]
Helping Young People Find Their Confidence in Visitor Attractions
One of the most rewarding parts of my work is seeing young people grow in confidence on the job. In museums, zoos, aquariums and similar attractions, they’re often the first person a guest meets — and that first impression really matters. But stepping forward, smiling, and speaking with confidence isn’t always easy, especially if it’s […]
Eco-leadership for Museums, Zoos & Aquariums: Is it the future?
Eco-Leadership is gaining momentum as more organisations look for sustainable and purpose-driven ways to lead. But what does that look like for museums, zoos, and aquariums? These spaces already do important work in conservation, education, and community connection, so integrating eco-leadership might be a natural next step. In this post, we’ll take a closer look […]
Donation and Membership Strategies for Your Organisation
Increasing donations and memberships is key to ensuring your organisation can deliver its core values effectively. However, translating enthusiasm into financial support is often easier said than done. While special events, seasonal activities, and informative guest interactions can drive interest, they don’t always result in increased contributions. So, how can you turn engagement into financial […]
The ‘People Business’: Key to Unforgettable Visitor Experiences
When people visit aquariums, zoos, museums, and attractions, they come for the experience—the awe of seeing a tiger up close, the wonder of peering into an ocean-species exhibit, or the excitement of stepping into history. But what makes these experiences truly unforgettable? It’s not just the exhibits—it’s the people. A warm welcome, a knowledgeable guide, […]
The Psychology of Reciprocity: Boosting Visitor Engagement at Aquariums, Zoos, and Museums
As someone passionate about developing confident visitor-facing team members, I always seek ways to deepen the bond between visitors and the places they explore within our training courses. A key component of this is the importance of what I like to call ‘give and take’ or ‘pass it on’ (give your visitors something to receive […]
Increase Membership and Donations: Key Strategies for Attractions
Increasing donations and membership signups by staggering amounts—like 700%—might sound like a pipe dream, but it is possible that organisations in the attractions industry can see these results (as seen by some of our clients). How? By re-evaluating and refining their engagement strategies. If you’ve ever wondered why some organisations thrive while others struggle to […]
Complaints vs. Customer Satisfaction: Shifting the Focus
In the business world, I am often approached by clients seeking advice on handling complaints. They typically ask me to train their teams on “complaint control” techniques, expecting these methods to reduce negative feedback. However, I tell them they don’t need just “complaint control”; what they truly need is a robust satisfaction management strategy. The […]