Welcome to the 100th episode of the Guest Experience Show! Over the last 99 episodes, I have had the privilege of speaking with so many amazing people from the world of theme parks, amusement parks, water parks, family entertainment centers, trampoline parks, zoos, museums, aquariums, and many other experiential industries, such as hotels, airlines, guided tours, sports and entertainment, and more, on how to create an incredible guest experience.

For episode 100, I’ve looked at what ties all of these conversations together, and I’ve pulled out six themes that you can find across multiple episodes. We’ll look at each theme, and I’m going to share clips from previous guests that really drive the points home. I hope this inspires you to go back and check out previous interviews if you haven’t already.

The six themes that can be found across the first 99 episodes are as follows:

• The role of technology should be to make it more convenient, otherwise it will create more friction
• Your procedures need to be communicated effectively to guests
• Guest experience is the best marketing
• A great guest experience starts with a great team member experience
• Turn your critics into fans
• Creating experiences is entirely about designing for the memory