Delivering the Visitor Experience is a practical guide to creating, managing and developing the visitor experience in your museum or heritage site. Whether you are running a long-established visitor attraction or creating a new experience from scratch, the combination of expert advice, transferable models and practical tips will inspire and develop your practice. The book covers a wide range of topics, including recruitment, training and development, visitor journey mapping, volunteer programmes, crisis management and being an advocate for your visitors. It explores the diverse elements that make up a great experience and how we can create a culture of engagement and openness in our teams to deliver this for our visitors. In addition, case studies feature throughout the book and will showcase the best practice the sector has to offer, whether it's inclusive recruitment practices at Margate Caves, accessible design at the Postal Museum, staff motivation at the Scotch Whisky Experience or the secrets behind the success of London Transport Museum's Hidden London tours, the experiences and examples of Visitor Experience professionals across the UK and beyond cannot help but inspire you as you consider your own experience delivery.