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CultureHive > Article > Don't let your visitor down at the door: reviewing the visitor experience
11th July 2013 Sara Lock

Don't let your visitor down at the door: reviewing the visitor experience

By: Lucy Holmes, Kirsty Morrison


As cultural marketers we know that achieving a positive visitor experience is crucial for developing positive word of mouth, raising satisfaction levels and encouraging repeat visits. This article outlines how to ensure that your visitor’s experience lives up to expectation. It explains how the effectiveness and consistency of your building’s branding, public areas, signage and visitor welcome can make or break a visit. You’ll find extensive examples from visitor experience work with Tate Britain, Tate Modern, the National Gallery and the V&A.

On arriving outside the venue, the following issues need to be considered:

• Reassurance of arrival
• Reinforce the brand
• Which entrance
• Opening times
• What’s on / what’s coming
• What’s free and what’s not
• Facilities – café / shop

| Published:2013

Smart tags: customer service visitor signage experience

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