Cara Treadway is the Senior Director of Guest Engagement at ZooTampa at Lowry Park in Tampa, FL. A few years ago the zoo underwent a major rebranding initiative that completely transformed nearly every aspect of the guest experience, except for the zoo’s mission to rescue, rehabilitate, and care for animals. Cara shares how small things like changing the color scheme of the brand made the entire experience feel new and fresh, which immediately enhanced guests’ perceptions of the zoo. Additionally, the zoo was able to expand its offerings to serve additional guest demographics who might not otherwise visit the zoo, which proved to have a positive impact on revenue, as well as connecting more people with the zoo’s mission by stressing that every dollar that they spend goes toward saving animals. When talking about exceeding guests’ expectations, Cara shares an inspiring story about how in a previous role she took a tour up the east coast of the United States to bring zoo animals into classrooms to interact with children who otherwise wouldn’t have the opportunity to visit the zoo themselves. And when it comes to staff motivation, treating everyone like an individual is essential to creating a positive culture where staff members feel appreciated, ultimately leading to an ideal environment that benefits employees, as well as guests.
