"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 "Working in the Museum industry today as a development director and as a past membership and events director and consultant for a Museum cable access TV station, I find Stephanie Weaver''s book to be insightful, succinct and full of great ''big-picture'' ideas for organizations of all sizes. She captures the essence of the visitor experience and analyzes it from a variety of perspectives--all critical to successful customer relations. This is a book that you can return to again and again--a ''must read'' for capturing and increasing audiences." --Marie Andersen, San Diego Archaeological Center "Creating Great Visitor Experiences is essential reading for those tasked with keeping their visiting public satisfied and engaged. It distills the principles of marketing, communication, and museum planning and presents this information through case studies, tips, and thought-provoking exercises.

This book belongs on the bookshelf of every nonprofit institution--better yet, it belongs in the /staff meeting room, next to a pad of chart paper, and ready to be put to use." --Jennifer Rigby, Director, The Acorn Group and Acorn Naturalists "A practical system for nonprofit organizations and governmental agencies to integrate remarkable and unique visitor experiences--from first impression to final memories." --Tom Richter, Chief, Interpretation and Education, National Park Service, Omaha "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 "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 "A small oversight can ruin a visitor''s tour of even the most treasured institutions, whether it''s shoddy customer service or dirty restrooms.

Author Stephanie Weaver translates corporate successes in creating outstanding visitor experiences-such as those at Disney and Starbucks-to the nonprofit field. Her eight-step process outlines how to evaluate guests'' experiences from the time they walk in until they''re purchasing mementos in the museum shop." - American Association of Museums, Museum Magazine This book asks many good questions and draws attention to issues that site managers too often overlook. Even if a reader came away inspired to do a few of the exercises.