When the lemurs didn’t want to come out to play it was down to the giraffes to deliver a long-awaited animal experience. Hands being licked by a slightly reluctant giraffe wasn't what we'd ordered, but this was service recovery at play.

Designing a visitor experience that fully engages people is critical in maximising growth and it doesn't have to be difficult.

Every visitor attraction wants customers to return. And it doesn't need to be complicated or expensive to get them to come back.

Everyone knows the importance of great customer service for any business, but how do you lead for it successfully?