CI to Eye CI to Eye | What Zoos Can Teach Us About Exceptional Guest Experiences
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Mar 27, 2025 Emily O’Hara, Senior Director of Guest Experience at the Detroit Zoological Society, shares her expertise on crafting unforgettable visitor experiences. She emphasizes the intentional design behind great guest interactions, from digital engagement to in-person visits. O’Hara discusses the importance of inclusivity, highlighting sensory-friendly initiatives at the zoo. The conversation also touches on innovative rebranding efforts and the impact of gathering visitor feedback to ensure long-term success in hospitality within cultural institutions.
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Guest Experience Importance
- Prioritizing guest experience is crucial for cultural organizations because it allows visitors to focus on the organization's mission.
- Meeting guests' basic needs enables them to engage with the organization's message and create positive memories.
Prioritizing Improvements
- Prioritize guest experience improvements by conducting focus groups, surveys, and accessibility reviews.
- Address major pain points first, then focus on enhancements and whimsical elements.
Free Tickets Not Enough
- Free tickets don't guarantee attendance if the institution isn't welcoming.
- Organizations should focus on creating an inclusive environment where everyone feels they belong.