Mark Rosenzweig works for 3dx, which provides scenic design and fabrication for theme parks, attractions, and events. Mark’s career in the industry spans more than two decades where he has worked both on the operator and supplier side of the business. In this interview, we dive deep into the investments that parks and attractions should make to their guest experience, even if they do not provide an immediate return on investment. From parade floats, themed sculptures and statues, and even smaller elements like free WiFi can substantially increase guest satisfaction, which in turn increases length of stay and spending, along with photo opportunities that allow your guests to become brand ambassadors of your product when they post on social media. Mark also talks about the importance of consistency in service delivery; when service standards or policies are not executed consistently, it leads to friction in the guest experience and declining satisfaction.
