Delivering the visitor experience : how to create, manage and develop an unforgettable visitor experience at your museum / Rachel Mackay.

Includes bibliographical references and index.

Creating the visitor experience -- Recruiting your visitor experience team -- Delivering a great induction -- Volunteering and the visitor experience -- Visitor journey mapping -- Ticketing, capacities and crowd management -- Managing the visitor experience -- Operational procedures -- Performance management -- Emotion and the visitor experience -- Guided tours -- Crisis management -- Developing the visitor experience -- Advocating for the visitor experience -- Measuring the visitor experience -- Creating a visitor experience strategy -- Continuing development and engagement -- Innovation and visitor experience teams -- Change management.