Susan Cross is a director of and a partner in a company called TellTale. TellTale is a company which helps the management and staff of cultural and heritage sites to create days out, which visitors to the sites will remember and want to return to.  Susan's consultancy, mentoring and advisory service in this area has resulted in her becoming one of the best known specialist in the field of enhanced visitor experience in the U.K. as well as in Ireland. Susan's extensive experience has resulted in her having a keen eye for the critical factors which make visits to heritage sites memorable and enjoyable experiences.  One of those factors happens to be laughter. Susan has blogged on the effective use of laughter in enhancing customer experiences and she shares her knowledge with me in today's episode.