The Experience Academy
A guest experience deep dive … learn, see, and do program
Learn, Discover, Do
The Experience Academy is a learn, discover and development of a deep dive guest experience understanding in the amusement industry, while leaving with the tools necessary to achieve it. Industry seasoned faculty speakers, including Frank Price, Sherry Howell, Russ Van Natta and other guest speakers.
Learn the why and how to implement high levels of guest experience, guest satisfaction and emotional engagement that give your guest a reason to return.
Discover what a great guest experience looks, sounds, tastes and feels like.
Work towards completing the training and management tools to deliver a predictable level of guest experience that will set you apart from all others (attendees are provided with electronic templates and faculty coaching to leave with 80% of their guest experience implementation and training tools customized and ready to use)
Day 1 – Deep Dive Learn
9:00 AM – 5:00 PM
Day 1 Evening – Secret Shop
7:00 PM – 9:00 PM
- Introductions – live guest experience level(s) understanding (All)
- Customer / Guest Service foundation, friction points and recovery (Howell)
- Technology / Automate to create efficiency - kiosk, entry, data, tablet tech, QR code (Howell)
- Culture development (Van Natta)
- Setting / ambiance (Van Natta)
- Hiring / training personality for engagement (Price)
- Guest Experience and Journey path (Price)
- Emotional Engagement (Price)
- Implementing and leadership tactics (Host location guest speaker)
- Training to habit, productivity (Van Natta / Howell)
- Guest feedback and analytic measurement (Howell)
- Q&A (All)
- Secret shop instructions for evening (Van Natta)
- Search for an FEC and secret shop for great service/experience moments or friction points
- Sensory setting and ambiance analysis
- Record experience moments (use prompts - pics or video (each group submits one video or photo recording outstanding experience moments)
- Mystery shop questions, added up and placed on polling software for next day review
Day 2 – Do
9:00 AM – 5:00 PM
Day 7 – Follow Up
1:00 PM – 3:00 PM
- Develop tools needed to implement and execute (All Faculty)
- Culture developed and written out (Template Worksheet)
- Review setting analysis from discovery
- Customizable setting and ambiance plan (template worksheet provided)
- Base service task process
- Performance agreement completed (template)
- Experience Journey path completed (template worksheet)
- Recruiting plan, orientation complete (template worksheet)
- Group Zoom follow up (2 hours) (all faculty)