In Case You Missed It… SSA at AZA Annual Conference 2023!

The most significant insight our team gained from the conference was the focus on the holistic guest experience. From a packed session on technology in park, to revenue generating ideas, everything tied back to enhancing a holistic guest experience. It extends beyond the primary exhibits and animals, encompassing every aspect of the guest’s journey and how it aligns with our mission. A holistic guest experience means considering:

• Staff Interactions – The front-line staff can make or break a guest’s experience. Friendly, knowledgeable, and attentive staff can turn a routine visit into an unforgettable experience.
• Admissions – Ensure a seamless and welcoming entry process, including clear ticketing options, friendly staff, efficient queues, and accessible information for visitors.
• Food and Retail – Food and retail are not only pivotal components to drive revenue, they’re also ways to delight guests and extend your mission. Even better, bundling food and retail together to meet the guest where they are in their journey.
• Technology Integration – In today’s tech-savvy world, attractions must embrace technology. Apps, interactive displays, and virtual reality experiences can enhance the visit, providing information, entertainment, and convenience.
• IDEA + Belonging – A truly holistic guest experience prioritizes DEAI. Attractions must be accessible to all, regardless of physical ability, ethnicity, gender, or age. Diverse staff and exhibits, equitable pricing, and inclusive policies create an environment where everyone feels welcome and valued.
• Branding – A strong brand identity sets an attraction apart from the competition. It’s not just about logos and slogans; it’s about the story an attraction tells that helps guests connect to their mission even more.
• Consistency is Key – The key to a successful holistic guest experience is consistency across all touchpoints. From the moment a guest hears about the attraction to their visit and even after they leave, every interaction should align with the attraction’s mission and values.
• Feedback and Continuous Improvement – Attractions that actively seek guest feedback and use it to improve are more likely to succeed in the long run. Regularly evaluating the guest experience and making necessary adjustments demonstrates a commitment to excellence.