They show up as a hesitation at the entrance. A question your staff gets asked ten times a day. A moment that feels slightly off but never gets flagged. By the time you notice something's wrong, guests have already felt it (and formed an opinion).
You have guest experience problems.
Most don't announce themselves.
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Every Tuesday, I send one behind-the-scenes story about how guest experiences actually work. The systems, the decisions, and the small details that determine whether someone leaves feeling welcomed or just processed. Written for people who work in museums, retail, theme parks, attractions, and anywhere guests matter.
Practical enough to use each week and grounded in real experience, not theory.
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Julia C., Sacramento, CA
Hi, I'm Matthew Driftmier! I've spent my career in guest-facing roles at the Walt Disney World Resort, museums, zoos, and art centers. I've led teams, worked the front lines, and built systems behind the scenes.
Most guest experience problems aren't obvious. They're hidden in small moments that teams overlook and guests feel immediately.
I'm here to help you see those moments and fix what's costing you. No fluff, no generic advice. Just stories and systems from someone who has done the actual work.