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Turn Visits Into Loyalty | The GrowthPro Edge · The GrowthPro Edge

• 0:00
  Speaker: Welcome to the Growth Pro Edge.
• 0:02
  Speaker: We're here to help scale your
• 0:04
  Speaker: business, build stronger teams
• 0:06
  Speaker: and sharpen your leadership
• 0:08
  Speaker: skills.
• 0:11
  Speaker: I'm your host Denise Killian
• 0:12
  Speaker: with the Growth Pro Group and
• 0:14
  Speaker: entertainment.
• 0:15
  Speaker: And today we're going to be talking about loyalty.
• 0:19
  Speaker: How do you get customers to come
• 0:23
  Speaker: more frequently to your
• 0:26
  Speaker: location?
• 0:27
  Speaker: And we're going to be talking about that and a little bit of
• 0:30
  Speaker: AI and how AI can help you do that, and make sure that you're
• 0:34
  Speaker: getting the information that you need in the right place.
• 0:37
  Speaker: So to cover both of these big,
• 0:40
  Speaker: important topics, we're going to
• 0:42
  Speaker: be speaking with the one and
• 0:43
  Speaker: only Brett Sheridan with roller,
• 0:45
  Speaker: who is going to share some
• 0:48
  Speaker: amazing information from rollers
• 0:50
  Speaker: new pulse report about what
• 0:52
  Speaker: customers are really looking
• 0:54
  Speaker: for.
• 0:55
  Speaker: So let's get ready and sharpen our edge.
• 0:59
  Speaker: Hello and welcome to the Growth Pro Edge.
• 1:03
  Speaker: Thank you very much.
• 1:04
  Speaker: I'm glad to be here.
• 1:06
  Speaker: Listen I am excited to have this
• 1:08
  Speaker: conversation and to dig into all
• 1:10
  Speaker: of the findings in this year's
• 1:12
  Speaker: pulse report.
• 1:13
  Speaker: But first, tell us a little bit
• 1:15
  Speaker: about you and what you do for
• 1:17
  Speaker: roller.
• 1:18
  Speaker: Absolutely.
• 1:19
  Speaker: My name is Brett Sheridan.
• 1:20
  Speaker: I'm a general manager here at roller.
• 1:22
  Speaker: I've got a really unique role.
• 1:24
  Speaker: Um, I'm an ex operator.
• 1:25
  Speaker: I've been on the operations side
• 1:27
  Speaker: of businesses for thirty, over
• 1:29
  Speaker: thirty years.
• 1:30
  Speaker: So pretty much most of my life.
• 1:31
  Speaker: And, uh, and I've come into
• 1:33
  Speaker: roller really to sort of bring
• 1:34
  Speaker: that operator viewpoint into
• 1:36
  Speaker: roller.
• 1:37
  Speaker: So I helped a lot of our
• 1:39
  Speaker: customers, uh, certainly go
• 1:40
  Speaker: around visiting a lot of our
• 1:41
  Speaker: customers globally just to try
• 1:43
  Speaker: and make sure they're making the
• 1:44
  Speaker: most of the platform, but also
• 1:45
  Speaker: help them out with their
• 1:46
  Speaker: operations.
• 1:47
  Speaker: Uh, and then on the other side, have a small foot in product.
• 1:50
  Speaker: So make sure we're building the right products for the operators
• 1:53
  Speaker: to make sure it works operationally, uh, as well as
• 1:56
  Speaker: effectively for their business.
• 1:58
  Speaker: So quite a unique role.
• 2:00
  Speaker: But the beauty about the role is I get the chance to visit these
• 2:03
  Speaker: amazing operations from the small mom and pop sort of
• 2:06
  Speaker: attraction operators right through to large enterprise.
• 2:09
  Speaker: And I tell you what, I've seen some amazing stuff over the last
• 2:12
  Speaker: twelve months or so, and I'd love to share some of that with
• 2:15
  Speaker: you here today.
• 2:16
  Speaker: Um, so that is exactly what
• 2:18
  Speaker: we're going to be talking about,
• 2:19
  Speaker: right?
• 2:20
  Speaker: Is the, what the changes that
• 2:23
  Speaker: are happening in, in this
• 2:24
  Speaker: industry and with consumers,
• 2:26
  Speaker: right?
• 2:27
  Speaker: With our customers and how they
• 2:28
  Speaker: interact, what their
• 2:30
  Speaker: expectations are.
• 2:31
  Speaker: Certainly, you know, there's a
• 2:33
  Speaker: lot of economic changes that
• 2:34
  Speaker: have happened in the past twelve
• 2:35
  Speaker: months.
• 2:36
  Speaker: Uh, there's a lot of, of factors that have impacted how people
• 2:40
  Speaker: are making decisions on how they spend their money.
• 2:43
  Speaker: And so that's one of the things
• 2:45
  Speaker: that's really exciting about
• 2:48
  Speaker: this report that roller does
• 2:49
  Speaker: every year.
• 2:50
  Speaker: So for those that aren't familiar with it, tell us what
• 2:52
  Speaker: this pulse report is.
• 2:55
  Speaker: yeah, we do it every single year.
• 2:57
  Speaker: Um, and we go out and survey
• 2:59
  Speaker: around fifteen hundred two
• 3:01
  Speaker: thousand guests.
• 3:02
  Speaker: So essentially people who have visited attractions in the past
• 3:05
  Speaker: year, and we go out there and ask a range of different
• 3:08
  Speaker: questions really from, you know, how often do they visit, etc.,
• 3:12
  Speaker: how do they use AI and those sorts of things really just just
• 3:15
  Speaker: to get a pulse, if you like, on what guests are feeling.
• 3:19
  Speaker: Um, you know, how they, how they're going to attractions and
• 3:21
  Speaker: engaging with attractions.
• 3:23
  Speaker: Uh, and it's really powerful
• 3:24
  Speaker: because we get then to see the
• 3:26
  Speaker: sort of the end customers
• 3:28
  Speaker: thoughts on what's happening in
• 3:29
  Speaker: the attractions industry and
• 3:31
  Speaker: also then we as roller, we get
• 3:33
  Speaker: to also see the data in our
• 3:35
  Speaker: platform and really understand
• 3:36
  Speaker: and sort of marry those two
• 3:38
  Speaker: viewpoints.
• 3:39
  Speaker: And we come up with some incredible sort of stats, which
• 3:42
  Speaker: we might talk about today.
• 3:44
  Speaker: We absolutely are.
• 3:45
  Speaker: Funny you should say that.
• 3:46
  Speaker: Funny you should say that.
• 3:48
  Speaker: So I want to start with, I think for most operators and no matter
• 3:52
  Speaker: what industry they're in right now, is figuring out consumer
• 3:56
  Speaker: spend because there's been some significant changes on how
• 4:00
  Speaker: people are spending their money.
• 4:01
  Speaker: There may be holding their
• 4:02
  Speaker: pennies a little more preciously
• 4:04
  Speaker: than what they did two years
• 4:06
  Speaker: ago, perhaps.
• 4:07
  Speaker: And how do we continue to attract those people and bring
• 4:13
  Speaker: them in the doors, uh, to, uh, be, be our customers again?
• 4:17
  Speaker: And loyalty is one of the big
• 4:20
  Speaker: targets that I want to kind of
• 4:23
  Speaker: highlight here with the pulse
• 4:25
  Speaker: report.
• 4:26
  Speaker: And, you know, one of the biggest findings that I saw that
• 4:29
  Speaker: kind of leapt out at me was that forty one percent of guests
• 4:34
  Speaker: regularly visit a location but don't have a membership status.
• 4:42
  Speaker: What does that tell you?
• 4:43
  Speaker: Well, it tells tells quite a bit, doesn't it?
• 4:45
  Speaker: It's, uh, it means, you know,
• 4:47
  Speaker: that they, they haven't been in
• 4:48
  Speaker: either engaged by the
• 4:49
  Speaker: attraction.
• 4:50
  Speaker: They may the attraction may not have a loyalty program or a
• 4:53
  Speaker: membership program in place, or it's not being promoted as heavy
• 4:57
  Speaker: as it possibly should be.
• 4:59
  Speaker: Um, I remember I ran a wonderful attraction here in Sydney called
• 5:03
  Speaker: the Luna Park.
• 5:04
  Speaker: Luna Park on Sydney Harbour here.
• 5:06
  Speaker: It's iconic.
• 5:07
  Speaker: Um, but we really, we quickly realised that, um, you know, we
• 5:10
  Speaker: had a tremendous opportunity for people who used to come
• 5:14
  Speaker: regularly but didn't seem to be paying full price for a ticket.
• 5:18
  Speaker: Um, they didn't always bring their friends and relatives.
• 5:20
  Speaker: So we put in a, a season pass, a membership program to really try
• 5:24
  Speaker: and leverage that.
• 5:26
  Speaker: And it seemed to work.
• 5:27
  Speaker: But I think the stat on the
• 5:28
  Speaker: pulse report says that a lot of
• 5:30
  Speaker: people aren't doing that, which
• 5:31
  Speaker: is crazy because the membership
• 5:33
  Speaker: programs are very easy to
• 5:34
  Speaker: install.
• 5:35
  Speaker: But also the loyalty programs are fantastic to put inside.
• 5:39
  Speaker: So I've also got another stat here for you, Denise.
• 5:41
  Speaker: Um, when we asked them to pick the most single appealing
• 5:44
  Speaker: membership model, forty one point five percent chose
• 5:48
  Speaker: Unlimited visits for the fixed monthly or annual fee.
• 5:52
  Speaker: Now there's there's, there's an
• 5:54
  Speaker: indicator right there of how to
• 5:56
  Speaker: structure your membership or
• 5:57
  Speaker: loyalty program.
• 5:58
  Speaker: Look at frequency.
• 6:00
  Speaker: Uh, okay.
• 6:00
  Speaker: And open it up for them.
• 6:02
  Speaker: And, uh, and that compared to sort of other things like, uh,
• 6:05
  Speaker: over points based, there was about eighteen percent chose
• 6:08
  Speaker: that as a favored method or a set number of visits.
• 6:12
  Speaker: There was sixteen percent and
• 6:14
  Speaker: family and groups passes were
• 6:15
  Speaker: fifteen percent.
• 6:17
  Speaker: So this means some membership programs really are going for
• 6:20
  Speaker: should be going for that frequency side of things.
• 6:23
  Speaker: Um, and that's a powerful stat to look at.
• 6:26
  Speaker: And, you know, there's a lot of conversation around with a
• 6:30
  Speaker: membership or a loyalty program.
• 6:32
  Speaker: Um, uh, if we can get more
• 6:35
  Speaker: people in the door to spend
• 6:36
  Speaker: money.
• 6:37
  Speaker: Fantastic.
• 6:38
  Speaker: There are some people that, and operators that I've talked to
• 6:42
  Speaker: through this problem as well of the membership question of.
• 6:47
  Speaker: well, but what we're seeing is
• 6:49
  Speaker: the kind of people that come
• 6:50
  Speaker: more frequently aren't spending
• 6:52
  Speaker: money, more money when they get
• 6:54
  Speaker: there.
• 6:54
  Speaker: Right.
• 6:55
  Speaker: Instead of, uh, they'll, they'll come more often, but they're not
• 6:59
  Speaker: going to maybe do an add on or maybe buy some food or a drink
• 7:03
  Speaker: or do more than one thing.
• 7:06
  Speaker: Uh, so the, the overall spend is down a little bit.
• 7:09
  Speaker: And then there's also the question of the wear and tear on
• 7:12
  Speaker: the actual equipment for depending upon the attraction,
• 7:16
  Speaker: what are the thoughts about how to sort of counteract that?
• 7:20
  Speaker: Or does one outweigh the other?
• 7:22
  Speaker: No. Great question, Denise.
• 7:24
  Speaker: And again, I've been through
• 7:25
  Speaker: this in my operations before as
• 7:26
  Speaker: well.
• 7:27
  Speaker: Um, you know, we actually ended
• 7:29
  Speaker: up at Luna Park capping our
• 7:30
  Speaker: memberships.
• 7:31
  Speaker: Um, but a big part of that was, you know, we capped it, we
• 7:34
  Speaker: created a demand, if you like, for that membership.
• 7:37
  Speaker: So we're able to then build, I
• 7:39
  Speaker: guess, a better margin into that
• 7:41
  Speaker: product by saying there's a
• 7:42
  Speaker: limited amount of memberships
• 7:43
  Speaker: available.
• 7:44
  Speaker: So there was that sort of scarcity that we labeled.
• 7:47
  Speaker: But also the other side is, is
• 7:49
  Speaker: that we, we, we built value into
• 7:51
  Speaker: the membership.
• 7:52
  Speaker: So this is a good thing for any
• 7:53
  Speaker: operation is if you build value
• 7:55
  Speaker: and that could come through on a
• 7:57
  Speaker: different range of items, could
• 7:59
  Speaker: be a discount on your food and
• 8:00
  Speaker: beverage.
• 8:01
  Speaker: You could have sort of heavy
• 8:02
  Speaker: discounted days where say,
• 8:04
  Speaker: listen, you know, um, you know,
• 8:05
  Speaker: food and beverage is forty
• 8:07
  Speaker: percent off for all members that
• 8:08
  Speaker: come in, you know, Tuesday and
• 8:10
  Speaker: Wednesday, etcetera, those sort
• 8:11
  Speaker: of things.
• 8:12
  Speaker: So really drive that in In-park spend a really interesting thing
• 8:15
  Speaker: is one of the big theme parks here, uh, in the Gold Coast in
• 8:20
  Speaker: Australia have offered a free meals if you come into the park
• 8:24
  Speaker: now, that's a really was we're watching it very closely.
• 8:27
  Speaker: It's a company called
• 8:28
  Speaker: Dreamworld, so a large theme
• 8:29
  Speaker: park and they're offering free
• 8:32
  Speaker: food and beverage, um, on a
• 8:34
  Speaker: membership program, which is
• 8:35
  Speaker: incredible.
• 8:36
  Speaker: But what they're seeing is incredible stats and uplift.
• 8:39
  Speaker: Now, they may not be paying for the food, but they're coming
• 8:41
  Speaker: into the park more and more often, and they have other items
• 8:45
  Speaker: that they're able to commercialize around that.
• 8:46
  Speaker: So it really, you know, I totally agree with the stat
• 8:49
  Speaker: that, you know, sort of people do spend less when they come
• 8:52
  Speaker: into park, but you can drive that through the scarcity or you
• 8:55
  Speaker: drive it through, you know, the ability to, I guess, encourage
• 8:59
  Speaker: them to spend in other areas.
• 9:02
  Speaker: And that's, you know, that's the quest.
• 9:04
  Speaker: Those are the questions of how to balance, right?
• 9:06
  Speaker: What do you think that some mistakes that operators make
• 9:10
  Speaker: when creating a loyalty program, where do you find those those
• 9:15
  Speaker: kind of holes or opportunities to make them better?
• 9:18
  Speaker: Yeah, the, the mistake on a, on
• 9:20
  Speaker: a loyalty program is you can
• 9:21
  Speaker: overthink it.
• 9:23
  Speaker: All right.
• 9:23
  Speaker: So it can be quite daunting when
• 9:25
  Speaker: you go in to say, what am I
• 9:26
  Speaker: doing?
• 9:26
  Speaker: What am I giving off?
• 9:27
  Speaker: AM I doing it points?
• 9:28
  Speaker: AM I doing cash based?
• 9:30
  Speaker: Uh, and what sort of value am I giving away in my business?
• 9:34
  Speaker: Is it too much margin?
• 9:35
  Speaker: Um, really simple is best when it comes to loyalty programs.
• 9:39
  Speaker: It really is.
• 9:39
  Speaker: It truly is.
• 9:40
  Speaker: I think we're all A member of a
• 9:42
  Speaker: loyalty program somewhere,
• 9:43
  Speaker: right?
• 9:43
  Speaker: Whether it's an airline, whether
• 9:45
  Speaker: it's a hotel, whatever it may
• 9:46
  Speaker: be, and you sort of see those
• 9:48
  Speaker: programs, it's really, really
• 9:49
  Speaker: clear of, okay, I'm earning this
• 9:51
  Speaker: amount of points if I purchase
• 9:53
  Speaker: that product.
• 9:53
  Speaker: Really simple.
• 9:55
  Speaker: So keep it simple is probably my, my, my, my thinking on that.
• 9:59
  Speaker: Um, and there's also understand what you're using it for.
• 10:02
  Speaker: So if I was to patch together an entire sort of program that
• 10:06
  Speaker: includes something like frequency of visit.
• 10:09
  Speaker: So in roller, we have multi passes.
• 10:11
  Speaker: So you can buy, you know, buy, pay for, get for visits for the
• 10:16
  Speaker: price of two over the next two months, that type of thing.
• 10:19
  Speaker: So that's what we mean by Multi-pass.
• 10:20
  Speaker: So that, that dials up your frequency.
• 10:22
  Speaker: So you want to get them back as often as possible.
• 10:25
  Speaker: And your data will start to show you, okay, they're coming back.
• 10:28
  Speaker: And we can see by the third
• 10:30
  Speaker: visit, they're really hooked on
• 10:31
  Speaker: our venue.
• 10:32
  Speaker: They really want, you know, really engaged on it.
• 10:34
  Speaker: Then you offer really good value membership, you know, sort of on
• 10:37
  Speaker: the end of it, which is isn't just about frequency, it's also
• 10:40
  Speaker: about the value that you give.
• 10:42
  Speaker: And then you overlay that with a wonderful thing loyalty.
• 10:45
  Speaker: And every time they visit you,
• 10:46
  Speaker: they might collect a few more
• 10:48
  Speaker: points.
• 10:48
  Speaker: So you've got those three tools available to you to really catch
• 10:53
  Speaker: everyone frequency, value, and then amazing loyalty component.
• 10:57
  Speaker: So that's how you can, but again, structure, it really,
• 11:00
  Speaker: really simply is my, my point.
• 11:02
  Speaker: Denise.
• 11:02
  Speaker: Yeah.
• 11:03
  Speaker: So, you know, some programs have a one time fee, some programs
• 11:08
  Speaker: have a monthly fee.
• 11:12
  Speaker: How do you kind of distinguish between those two?
• 11:16
  Speaker: Which, which would you say would be the more, um, not only make
• 11:20
  Speaker: the most sense for the business and trying to drive that
• 11:22
  Speaker: frequency, but also looking out for the customer as well.
• 11:27
  Speaker: Yeah.
• 11:28
  Speaker: There's, um, it really does depend on what vertical you're
• 11:31
  Speaker: operating in, right?
• 11:31
  Speaker: So if you're for family entertainment through to theme
• 11:35
  Speaker: parks through to aquariums, It's all very different, you know.
• 11:39
  Speaker: We're obviously used to season
• 11:41
  Speaker: passes on the on the larger
• 11:44
  Speaker: operations, right?
• 11:45
  Speaker: Water parks, those sorts of things.
• 11:46
  Speaker: But what we're seeing on that
• 11:48
  Speaker: side is they're putting in a
• 11:50
  Speaker: season pass, and it might be a
• 11:51
  Speaker: one off cost if you like, but
• 11:53
  Speaker: you have the chance to pay it
• 11:55
  Speaker: over a series of three or four
• 11:56
  Speaker: months.
• 11:57
  Speaker: So really, it's turning into a, a monthly membership, right?
• 12:02
  Speaker: You're just paying for it each time.
• 12:04
  Speaker: And that means it makes the pocket, you know, the money out
• 12:06
  Speaker: of the pockets a lot less.
• 12:07
  Speaker: It makes the purchase price a lot more attractive.
• 12:10
  Speaker: Um, but I still get the whole season benefits, right?
• 12:13
  Speaker: So you just start to see that and we're seeing that in the
• 12:15
  Speaker: platform, uh, being, being quite a powerful tool.
• 12:18
  Speaker: Um, we've also seen a lot of
• 12:20
  Speaker: the, if, if a sort of side of
• 12:22
  Speaker: things, um, some of them I was
• 12:24
  Speaker: talking to them actually, I was
• 12:25
  Speaker: at, uh, iatp a conference not
• 12:27
  Speaker: too long ago and, uh, some
• 12:29
  Speaker: operators had gone from three
• 12:31
  Speaker: months just to one month
• 12:32
  Speaker: memberships.
• 12:34
  Speaker: Uh, all right.
• 12:34
  Speaker: And you can renew each month as you go.
• 12:36
  Speaker: And they saw quite a large
• 12:38
  Speaker: uplift in terms of people
• 12:40
  Speaker: joining and converting into that
• 12:42
  Speaker: one month as opposed to the
• 12:44
  Speaker: three month.
• 12:45
  Speaker: Now, if you think about it, I
• 12:46
  Speaker: was I asked him the question,
• 12:47
  Speaker: what, why?
• 12:48
  Speaker: Why have you seen that?
• 12:49
  Speaker: And I say, hey, first of all, obviously the price point is a
• 12:51
  Speaker: yes price point.
• 12:52
  Speaker: So it's a it's a shot, you know, particularly in times like now
• 12:55
  Speaker: where things, things are a little bit tighter.
• 12:57
  Speaker: But also they didn't, they
• 12:59
  Speaker: couldn't forecast or the guests
• 13:01
  Speaker: couldn't forecast what they
• 13:02
  Speaker: might be doing in three months
• 13:03
  Speaker: time.
• 13:04
  Speaker: We're planning a holiday.
• 13:05
  Speaker: We might be away or won't make the most of that membership.
• 13:08
  Speaker: So they were converting a higher conversion at the one month.
• 13:12
  Speaker: And then you have to make sure that that becomes reoccurring.
• 13:14
  Speaker: They just say yes each month just to recur it.
• 13:16
  Speaker: So they saw that uplift move to
• 13:18
  Speaker: around four point one, uh, sort
• 13:20
  Speaker: of months.
• 13:21
  Speaker: Um, of people join on the monthly membership as opposed to
• 13:24
  Speaker: the three month.
• 13:25
  Speaker: So that's just a, that's a unique stand out stat.
• 13:27
  Speaker: We haven't validated that on any
• 13:30
  Speaker: research, but that's anecdotal
• 13:32
  Speaker: coming from operators to say,
• 13:34
  Speaker: well, they're trying different
• 13:34
  Speaker: things.
• 13:35
  Speaker: So my point here is really depends on where you are and
• 13:38
  Speaker: what you're trying to achieve.
• 13:39
  Speaker: But the good thing is you can
• 13:40
  Speaker: try different things,
• 13:42
  Speaker: particularly if you've got a
• 13:43
  Speaker: couple of venues, might try one
• 13:45
  Speaker: thing and one venue and one in
• 13:46
  Speaker: another, um, or join them
• 13:48
  Speaker: together under the single
• 13:49
  Speaker: programme.
• 13:49
  Speaker: So it's up to you.
• 13:51
  Speaker: No, that's a good idea, right?
• 13:53
  Speaker: Because there's, there's just so
• 13:54
  Speaker: many options and there's so many
• 13:55
  Speaker: trigger points.
• 13:55
  Speaker: But I think for, you know, for a customer, as you mentioned,
• 13:58
  Speaker: we're all a part of some kind of a loyalty program.
• 14:01
  Speaker: And whether it was, I remember I used to do this for the movies
• 14:05
  Speaker: back when you would go to an actual movie, remember that?
• 14:08
  Speaker: And, you know, I had a membership through AMC that you
• 14:13
  Speaker: got a discount off of popcorn and sodas or whatever.
• 14:15
  Speaker: Right.
• 14:16
  Speaker: And, um, the, the, and then there's the membership where you
• 14:20
  Speaker: forget that you have like, maybe for some of us the gym and you
• 14:24
  Speaker: just automatically get charged this money every month and
• 14:27
  Speaker: you're not using it.
• 14:28
  Speaker: And then to cancel it becomes this insanely frustrating
• 14:33
  Speaker: experience that then puts you off of the place for forever.
• 14:38
  Speaker: So balancing those two things, I
• 14:40
  Speaker: think becomes really key
• 14:42
  Speaker: questions that you need to ask
• 14:43
  Speaker: yourself when you're creating
• 14:45
  Speaker: any sort of a membership
• 14:46
  Speaker: program.
• 14:47
  Speaker: They sure are.
• 14:48
  Speaker: You've got to make it easy to sort of unsubscribe, right?
• 14:51
  Speaker: And or very clear of what you're subscribing to.
• 14:55
  Speaker: I think you're bang on.
• 14:57
  Speaker: You know, sort of if you make that really difficult and those
• 14:59
  Speaker: days are gone, uh, you know, where you try and find how do I
• 15:02
  Speaker: get out of this program?
• 15:04
  Speaker: It's more around, great, get out of the program.
• 15:06
  Speaker: This is really easy.
• 15:07
  Speaker: Would you like to look at this
• 15:08
  Speaker: other, you know, part of the
• 15:10
  Speaker: program that might be better for
• 15:12
  Speaker: you?
• 15:12
  Speaker: That might be a monthly or might be something different.
• 15:14
  Speaker: So yeah, super, super critical, Denise, to make sure it's easy
• 15:17
  Speaker: to get out of.
• 15:18
  Speaker: Yeah.
• 15:19
  Speaker: Also, uh, those days may be gone in Australia.
• 15:21
  Speaker: They're not in America, baby.
• 15:23
  Speaker: Oh. Can y'all come teach American gems about this?
• 15:28
  Speaker: Oh.
• 15:31
  Speaker: It's.
• 15:31
  Speaker: And you hit on something.
• 15:33
  Speaker: Denise.
• 15:33
  Speaker: It's really it's really.
• 15:34
  Speaker: It's different all the way around the world.
• 15:36
  Speaker: I spent a lot of time in Europe with our European customers, as
• 15:39
  Speaker: well as our American friends and, uh, and APAC as well.
• 15:42
  Speaker: And it's all so, so different.
• 15:44
  Speaker: But really, if you think about it, what were you trying to do?
• 15:47
  Speaker: Especially now when things are tight and they are tight in
• 15:50
  Speaker: every single country around the world, I'll tell you that.
• 15:52
  Speaker: Um, you know, that repeat visitation is cost a lot less
• 15:56
  Speaker: than acquiring new customers.
• 15:57
  Speaker: Um, you've already got a loyalty base.
• 15:59
  Speaker: And that stat we spoke about the forty one percent stat of people
• 16:02
  Speaker: not being on a program, if you were to do something today is
• 16:06
  Speaker: really, if you haven't got a program, go in there and look at
• 16:09
  Speaker: it, you know, great, you know, build one out, make sure you can
• 16:12
  Speaker: work out a way of getting those customers back because they're
• 16:14
  Speaker: going to be the people that support your business long term.
• 16:17
  Speaker: Yeah, absolutely.
• 16:19
  Speaker: And you know, uh, another stat that that was to support exactly
• 16:22
  Speaker: what you just said was that eighty four point four seven.
• 16:27
  Speaker: Can we just call it eighty five?
• 16:28
  Speaker: Let's just call it eighty five.
• 16:29
  Speaker: Between us, eighty five percent of guests say that they are a
• 16:34
  Speaker: loyalty program will influence where they book of where they're
• 16:38
  Speaker: going to go and what they're going to do.
• 16:39
  Speaker: And so if you don't have that
• 16:42
  Speaker: loyalty program, then you're,
• 16:45
  Speaker: you're, you're leaving money on
• 16:46
  Speaker: the table.
• 16:47
  Speaker: But with a loyalty program and
• 16:49
  Speaker: how you book, it's a perfect
• 16:51
  Speaker: transition into AI and how
• 16:55
  Speaker: people are booking today is
• 16:57
  Speaker: really, really, really
• 16:59
  Speaker: different.
• 17:00
  Speaker: I agree.
• 17:01
  Speaker: So I want to kind of enter into AI.
• 17:05
  Speaker: And your report said that fifty
• 17:06
  Speaker: four percent of guests have
• 17:09
  Speaker: already used an AI assistant to
• 17:12
  Speaker: help book or plan an attraction
• 17:15
  Speaker: visit.
• 17:16
  Speaker: Is that surprising to you?
• 17:18
  Speaker: It is and it isn't.
• 17:20
  Speaker: You know, this is this is the thing.
• 17:22
  Speaker: I think like yourself, Denise,
• 17:23
  Speaker: you know, we're always on a, you
• 17:24
  Speaker: know, one of the LMS, a sort of
• 17:27
  Speaker: ChatGPT or Gemini or whatever it
• 17:29
  Speaker: might be.
• 17:29
  Speaker: But, you know, but the fact that the adoption, what I'm surprised
• 17:33
  Speaker: at is the adoption is so fast.
• 17:35
  Speaker: So that that half of search now
• 17:38
  Speaker: half of research phase of
• 17:39
  Speaker: finding something is on is, is
• 17:41
  Speaker: via AI or the AI bots are out
• 17:44
  Speaker: there grabbing the information
• 17:46
  Speaker: on the web that, that it's sort
• 17:48
  Speaker: of surprising the speed of it,
• 17:50
  Speaker: but the fact that people are
• 17:52
  Speaker: doing it, I'm not that surprised
• 17:53
  Speaker: about it because it's so
• 17:55
  Speaker: ubiquitous now.
• 17:56
  Speaker: And it's quite easy to find something using AI tools.
• 18:01
  Speaker: So with that statistic and what you just said, you know, you're
• 18:05
  Speaker: that really ultimately means that a lot of people may be
• 18:10
  Speaker: presented with your location, with your operation without ever
• 18:15
  Speaker: having known the name of it or visited in person, that it's
• 18:20
  Speaker: just information that whatever bought you used, whether it's
• 18:24
  Speaker: Chat or Claude or whomever, whatever is presenting to you.
• 18:31
  Speaker: Mhm.
• 18:32
  Speaker: Based on information on your website.
• 18:36
  Speaker: What does that tell operators
• 18:38
  Speaker: that they need to be doing with
• 18:39
  Speaker: their website?
• 18:40
  Speaker: Yeah, yeah.
• 18:41
  Speaker: There's, um, it's like the old days.
• 18:44
  Speaker: The old days.
• 18:45
  Speaker: I've shown my gray hair here, the old days of SEO, right when
• 18:49
  Speaker: the web came on.
• 18:50
  Speaker: And how do we optimize for the web and those keywords and those
• 18:53
  Speaker: sorts of things?
• 18:54
  Speaker: That's, that's not too different to now, but the, but the yeah,
• 18:58
  Speaker: the LLMs are doing things a little bit different.
• 19:01
  Speaker: Um, you know, and, uh, they call it geo targeting now.
• 19:04
  Speaker: And it's about, you know, they not only look at your website,
• 19:06
  Speaker: they look at how trustworthy it is, they look at other portals.
• 19:10
  Speaker: Um, you know, that where your web or your product might be
• 19:13
  Speaker: mentioned is, is the big thing on that one.
• 19:16
  Speaker: It's not just the assets you,
• 19:17
  Speaker: you control, it's the assets
• 19:19
  Speaker: that the web or the community
• 19:21
  Speaker: controls.
• 19:22
  Speaker: So whether that's reviews, you know, there's a, there's a lot
• 19:25
  Speaker: of a lot of work or identification being done.
• 19:28
  Speaker: And a lot of the LMS, these are
• 19:30
  Speaker: the large language models, you
• 19:31
  Speaker: know, ChatGPT, those sorts of
• 19:32
  Speaker: things.
• 19:32
  Speaker: They use different sources.
• 19:34
  Speaker: So you've even got to go down into the sources of information
• 19:37
  Speaker: where they're getting that from.
• 19:38
  Speaker: And some of them are quite weird, like Foursquare.
• 19:41
  Speaker: They, they target Foursquare, right.
• 19:43
  Speaker: And those sorts of things.
• 19:44
  Speaker: Yellow pages.
• 19:45
  Speaker: I saw I was in a meeting just last week talking about this,
• 19:50
  Speaker: this exact thing.
• 19:51
  Speaker: Yeah.
• 19:52
  Speaker: Yellowpages dot com.
• 19:53
  Speaker: I'm like, does that even exist?
• 19:54
  Speaker: Like what?
• 19:55
  Speaker: Yeah, yeah.
• 19:57
  Speaker: So I mean, and this is, this is
• 19:59
  Speaker: the, the sort of wild west
• 20:00
  Speaker: front, right?
• 20:00
  Speaker: This is exactly where we were
• 20:02
  Speaker: with the internet many years
• 20:03
  Speaker: ago, which is, oh, the crawling
• 20:04
  Speaker: sort of sites, you know,
• 20:06
  Speaker: elements that you didn't really
• 20:07
  Speaker: realize.
• 20:07
  Speaker: So I would recommend, you know, operators really start targeting
• 20:10
  Speaker: that because as we said, you know, over fifty percent, uh, of
• 20:13
  Speaker: research of, of the finding is done through these.
• 20:17
  Speaker: So it's about optimizing your website, but also looking,
• 20:20
  Speaker: making sure your reviews are up to seeing and getting your
• 20:23
  Speaker: community into those community spaces where it's trawling and,
• 20:27
  Speaker: you know, and to that end, it's not just, well, I updated it on
• 20:30
  Speaker: my website and my Facebook page.
• 20:31
  Speaker: I'm good.
• 20:32
  Speaker: Like if I change the hours or
• 20:34
  Speaker: we're going to, we're going to
• 20:36
  Speaker: start a membership loyalty
• 20:37
  Speaker: program, we put information out
• 20:40
  Speaker: on our website and on our
• 20:41
  Speaker: Facebook page.
• 20:42
  Speaker: We're good.
• 20:43
  Speaker: Mhm.
• 20:43
  Speaker: That you're not good, right?
• 20:46
  Speaker: There's, there's so many more locations, so much more to be
• 20:50
  Speaker: done on that.
• 20:51
  Speaker: And I mean, um, I mean, there's, I mean, in our pulse survey,
• 20:55
  Speaker: right, we had, uh, sixty nine percent feel comfortable using
• 20:59
  Speaker: AI to book tickets.
• 21:00
  Speaker: So this is where we just, we asked, you know, try to delve
• 21:03
  Speaker: into the trust factor, you know, how much do you trust your LLM
• 21:07
  Speaker: to really sort of pull the right information for you?
• 21:09
  Speaker: So sixty nine percent is pretty big stat, you know, and, uh, and
• 21:13
  Speaker: that, you know, I was just come back also from a, from a large
• 21:16
  Speaker: conference, uh, in New Zealand, which is where I'm from.
• 21:19
  Speaker: I went home just for this conference.
• 21:21
  Speaker: It's web and travel and and they
• 21:23
  Speaker: said, yeah, there's over fifty
• 21:24
  Speaker: percent.
• 21:25
  Speaker: So it reflected the stat that we've got over fifty percent are
• 21:27
  Speaker: using it for research, but only one point five percent of our
• 21:31
  Speaker: searches resulted in a booking on that travel side of things.
• 21:35
  Speaker: Right.
• 21:35
  Speaker: So so you can see what they've been used for.
• 21:38
  Speaker: There's the trend, right?
• 21:40
  Speaker: Like why the disconnect?
• 21:41
  Speaker: Yeah.
• 21:42
  Speaker: Well, I'm getting the information, but I'm not letting
• 21:46
  Speaker: Claude book my tickets.
• 21:48
  Speaker: I'm going to book it myself, but I'm going to see the information
• 21:51
  Speaker: that it's presenting me.
• 21:53
  Speaker: Exactly.
• 21:53
  Speaker: So again, that trust factor, but
• 21:55
  Speaker: also the LMS haven't geared up
• 21:57
  Speaker: for transaction.
• 21:58
  Speaker: Right.
• 21:58
  Speaker: So you know, it's very
• 21:59
  Speaker: difficult, particularly now
• 22:01
  Speaker: attractions, travel, uh, space,
• 22:03
  Speaker: it's quite a complex, uh, way,
• 22:05
  Speaker: you know, to transact on and the
• 22:07
  Speaker: payment gateways haven't set up
• 22:08
  Speaker: for it.
• 22:08
  Speaker: So, so, but that says to me it's coming.
• 22:12
  Speaker: Right?
• 22:12
  Speaker: So, so if I was an attraction
• 22:14
  Speaker: operator today, I'd be trying to
• 22:15
  Speaker: look at, Okay, how do I pair in
• 22:17
  Speaker: these LMS?
• 22:18
  Speaker: So look at g e o. Um, and also
• 22:20
  Speaker: how do I pair in the Google
• 22:22
  Speaker: search?
• 22:22
  Speaker: You know, if you go down to Google now, uh, and, and, and
• 22:26
  Speaker: sort of an AI summary comes up at the top, right.
• 22:28
  Speaker: That's again, looking at a, at
• 22:30
  Speaker: a, at a very different sort of
• 22:31
  Speaker: data set.
• 22:32
  Speaker: And that's called a e o. And
• 22:33
  Speaker: really, how do you optimize for
• 22:35
  Speaker: that?
• 22:35
  Speaker: So it's gotten a little bit more complex for us operators.
• 22:38
  Speaker: We've got all these things going on at the moment.
• 22:40
  Speaker: But but at the end of the day,
• 22:41
  Speaker: if I was an operator, it was
• 22:42
  Speaker: just make sure you're digital
• 22:43
  Speaker: ready, you know, um, you know,
• 22:45
  Speaker: you know, if you've got a
• 22:46
  Speaker: platform like roller or any
• 22:47
  Speaker: other platform, you know, we're
• 22:48
  Speaker: doing the heavy lifting of
• 22:50
  Speaker: making sure we're ready and
• 22:52
  Speaker: we're, we're a genetic commerce
• 22:54
  Speaker: ready.
• 22:54
  Speaker: So when it comes to the booking side of things, you've already
• 22:58
  Speaker: got a platform in place to, to take advantage of that.
• 23:01
  Speaker: Yeah.
• 23:02
  Speaker: And, you know, and, and, and
• 23:03
  Speaker: something that I feel compelled
• 23:06
  Speaker: to ask.
• 23:08
  Speaker: So, uh, can AI then replace your front desk, Your everything.
• 23:15
  Speaker: Just do everything through an AI
• 23:17
  Speaker: agent so that you you can have
• 23:20
  Speaker: fewer employees in your
• 23:21
  Speaker: location.
• 23:22
  Speaker: Yeah, that's a great question, Denise.
• 23:24
  Speaker: I don't think so.
• 23:25
  Speaker: And actually, I know, I know, so, um, I'm on the I twenty
• 23:30
  Speaker: thirty five task force.
• 23:32
  Speaker: So we're looking at how
• 23:33
  Speaker: attractions will look in ten
• 23:36
  Speaker: years, you know, what will be
• 23:37
  Speaker: the trends.
• 23:38
  Speaker: And one of the biggest is called future forces.
• 23:40
  Speaker: We have a number of them.
• 23:41
  Speaker: And the reports coming out in
• 23:43
  Speaker: September is that, uh, one of
• 23:45
  Speaker: the future forces is the, uh,
• 23:47
  Speaker: human touch or unique human
• 23:48
  Speaker: touch.
• 23:49
  Speaker: It will become irreplaceable in attractions and become the
• 23:52
  Speaker: premium differentiator, right?
• 23:54
  Speaker: So, so that says to me that,
• 23:56
  Speaker: right, AI can do the mundane
• 23:59
  Speaker: sort of back of house thing like
• 24:00
  Speaker: technology plays today, you
• 24:02
  Speaker: know, sort of makes the booking,
• 24:04
  Speaker: does the transaction, etcetera,
• 24:05
  Speaker: etcetera.
• 24:06
  Speaker: But when you want to escalate things.
• 24:07
  Speaker: So if you want to, you know, talk to someone, um, you know,
• 24:11
  Speaker: sort of, I think, you know, you really need to talk to a human.
• 24:14
  Speaker: So escalate it to a human.
• 24:15
  Speaker: And then that provides an engaging attraction, becomes
• 24:19
  Speaker: part of the reason why they come and visit you.
• 24:21
  Speaker: Yeah.
• 24:22
  Speaker: Well, and you know, to that
• 24:23
  Speaker: point, I think we've all been in
• 24:25
  Speaker: a situation where we're calling
• 24:27
  Speaker: or seeking for some information
• 24:29
  Speaker: and you get the, you get the
• 24:31
  Speaker: bot.
• 24:33
  Speaker: I'm okay with that if it's some
• 24:34
  Speaker: basic stuff, but if I need to
• 24:35
  Speaker: talk to a person, I want to talk
• 24:37
  Speaker: to a person, and I don't want to
• 24:39
  Speaker: have to go through five minutes
• 24:41
  Speaker: of a roundabout with the AI
• 24:45
  Speaker: agent to get me to a human
• 24:47
  Speaker: being.
• 24:48
  Speaker: And so, and that's reflected.
• 24:50
  Speaker: It was nice to see this
• 24:51
  Speaker: reflected in your data as well,
• 24:53
  Speaker: that eighty four percent say it
• 24:56
  Speaker: is very or extremely important
• 24:58
  Speaker: that AI can escalate them to a
• 25:01
  Speaker: human if they need to talk to a
• 25:03
  Speaker: real human.
• 25:04
  Speaker: Absolutely.
• 25:05
  Speaker: There's the proof in the pudding, right?
• 25:07
  Speaker: People are feeling that now, and
• 25:08
  Speaker: they're going to feel it in ten
• 25:09
  Speaker: years time.
• 25:10
  Speaker: What our AARP report shows.
• 25:12
  Speaker: So humans are important in the flow.
• 25:15
  Speaker: Yeah.
• 25:15
  Speaker: So, um, let me just ask if you
• 25:20
  Speaker: know the operators that are that
• 25:22
  Speaker: are watching or listening right
• 25:23
  Speaker: now.
• 25:23
  Speaker: Mhm.
• 25:24
  Speaker: Uh, if they could take only one action around AI, what would you
• 25:29
  Speaker: suggest it be?
• 25:31
  Speaker: Um, the one action is really look at how you appear in the
• 25:37
  Speaker: results from the large language models in particular, but also
• 25:41
  Speaker: then go on to Google and how you appear, if you appear at all in
• 25:45
  Speaker: the, in their AI summary or SEO.
• 25:48
  Speaker: And, and if you're not appearing or you're not sort of going,
• 25:51
  Speaker: doing, uh, you know, surfacing at the right place, um, really
• 25:55
  Speaker: start to look into doing some work there because that's super
• 25:58
  Speaker: important is make sure that you've got, you appear in those
• 26:01
  Speaker: results and you still, because it is, you know, everyone does
• 26:04
  Speaker: their research online.
• 26:05
  Speaker: It's a must.
• 26:06
  Speaker: You must play in this space.
• 26:08
  Speaker: So really get on board with that.
• 26:10
  Speaker: And then, you know, the.
• 26:11
  Speaker: Yeah.
• 26:12
  Speaker: Well, the other thing is really is and you can get an expert in
• 26:14
  Speaker: to come and do that for you or you can do and go and learn.
• 26:17
  Speaker: It's actually not that hard to understand how it's all picked
• 26:20
  Speaker: up online these days.
• 26:21
  Speaker: There's plenty of information
• 26:22
  Speaker: out there, maybe even use your
• 26:24
  Speaker: AI to try and figure out how
• 26:26
  Speaker: that's how you can figure out
• 26:27
  Speaker: that one.
• 26:28
  Speaker: That's exactly right.
• 26:30
  Speaker: Okay, well, same question then for operators.
• 26:33
  Speaker: If they could do one thing about a loyalty program, what, what,
• 26:37
  Speaker: what is your top advice based on this pulse report?
• 26:42
  Speaker: Put one in, you know, put one in.
• 26:44
  Speaker: Don't be afraid to put one in and and test it out.
• 26:47
  Speaker: I mean, this is it's it's sometimes people think, oh my
• 26:51
  Speaker: Lord, it's a leap of faith that I need to.
• 26:53
  Speaker: And we've got some amazing.
• 26:55
  Speaker: So we've got the loyalty application in there.
• 26:58
  Speaker: We've.
• 26:58
  Speaker: It's been built by experts in the loyalty space.
• 27:00
  Speaker: So we've got some wonderful
• 27:01
  Speaker: training materials and I think
• 27:03
  Speaker: they're all available publicly
• 27:04
  Speaker: as well.
• 27:04
  Speaker: So you can find out how to build
• 27:06
  Speaker: the best loyalty program for
• 27:07
  Speaker: yourself.
• 27:08
  Speaker: But the first one is give it a go.
• 27:10
  Speaker: Okay.
• 27:10
  Speaker: And you can put it in place and test and iterate and then evolve
• 27:14
  Speaker: the program in six months time to make sure that you're hitting
• 27:17
  Speaker: the right things.
• 27:18
  Speaker: But my number one is, is give it a go.
• 27:20
  Speaker: And that stat around members not
• 27:21
  Speaker: having any program or join, you
• 27:23
  Speaker: know, sort of, uh, you know,
• 27:25
  Speaker: that leverage that people aren't
• 27:27
  Speaker: using it today and they should
• 27:29
  Speaker: be.
• 27:29
  Speaker: So put one in and hopefully you can take advantage of that and
• 27:33
  Speaker: make it simple.
• 27:33
  Speaker: Don't overcomplicate it.
• 27:34
  Speaker: Yes, yes, I'm all about simple stuff, Denise.
• 27:38
  Speaker: I'm really am just sort of some people can overthink it.
• 27:41
  Speaker: Um, and sometimes that can sort of put you in a, in action mode,
• 27:46
  Speaker: do something quite simple.
• 27:49
  Speaker: Um, okay.
• 27:49
  Speaker: Well, listen, Brett, we are coming to the end of our time.
• 27:52
  Speaker: This has been so enlightening
• 27:54
  Speaker: and I cannot stress enough how
• 27:58
  Speaker: fantastic the the pulse report
• 28:01
  Speaker: is.
• 28:02
  Speaker: So how can people, uh, other
• 28:05
  Speaker: than there'll be a link in this,
• 28:06
  Speaker: uh, right.
• 28:08
  Speaker: Uh, in the comment section.
• 28:09
  Speaker: But, uh, other than that, how
• 28:11
  Speaker: can people find and get the
• 28:13
  Speaker: pulse report and look at it
• 28:14
  Speaker: themselves?
• 28:15
  Speaker: Because there's a whole bunch of other stuff in there that we
• 28:18
  Speaker: didn't even get to talk about.
• 28:19
  Speaker: Yeah, there really is.
• 28:21
  Speaker: There's so many stats.
• 28:22
  Speaker: Um, and, uh, along with our
• 28:23
  Speaker: benchmark report where we've
• 28:25
  Speaker: looked at the data and our
• 28:26
  Speaker: platform, so those two reports
• 28:28
  Speaker: are available on roller dot
• 28:30
  Speaker: software, you know, on the
• 28:31
  Speaker: platform, they're publicly
• 28:32
  Speaker: available.
• 28:32
  Speaker: Anyone can access them.
• 28:34
  Speaker: Um, and we produce those, uh, every year.
• 28:37
  Speaker: So the next benchmark is coming up, I think in November.
• 28:40
  Speaker: Um, again, that's taking the
• 28:42
  Speaker: data out of our platform,
• 28:43
  Speaker: aggregating it and giving you
• 28:44
  Speaker: some insights.
• 28:45
  Speaker: And we, the beauty about that is
• 28:47
  Speaker: we delve down to your particular
• 28:48
  Speaker: vertical and your particular geo
• 28:50
  Speaker: location.
• 28:51
  Speaker: So you're not just dealing with global data, you're dealing
• 28:53
  Speaker: with, okay, um, in trampoline parks, okay, this is my fee.
• 28:57
  Speaker: I want to understand what's
• 28:58
  Speaker: happening in the US in that
• 29:00
  Speaker: space.
• 29:01
  Speaker: So watch out for those two reports, and I'm sure they'll
• 29:04
  Speaker: help you out at some state.
• 29:06
  Speaker: Fantastic.
• 29:07
  Speaker: Uh, Brett, how can people learn
• 29:08
  Speaker: more about roller and what they
• 29:10
  Speaker: do?
• 29:11
  Speaker: Yeah, we've, uh, we're online roller dot software.
• 29:15
  Speaker: Um, but also follow me on LinkedIn.
• 29:17
  Speaker: Uh, I've put up, always put up some amazing stuff.
• 29:19
  Speaker: Brett Sheridan you'll find me
• 29:21
  Speaker: somewhere that I don't think
• 29:22
  Speaker: there's a, there's a few
• 29:23
  Speaker: actually.
• 29:23
  Speaker: Brett Sheridan's I didn't realize that until recently.
• 29:26
  Speaker: Uh, but Brett Sheridan from down
• 29:28
  Speaker: under and the, and the, and the
• 29:30
  Speaker: key thing there is that we make
• 29:32
  Speaker: a roller.
• 29:32
  Speaker: A lot of this information is all available free.
• 29:35
  Speaker: It doesn't matter whether you're on the platform or not.
• 29:37
  Speaker: Uh, the website has so many insights.
• 29:39
  Speaker: I have a lot of articles.
• 29:40
  Speaker: I do my own webinars.
• 29:41
  Speaker: Denise.
• 29:42
  Speaker: Uh, the attraction toolkit,
• 29:44
  Speaker: which really delves into how do
• 29:45
  Speaker: I take action really, really of,
• 29:47
  Speaker: uh, you know, of certain aspects
• 29:49
  Speaker: and we interview experts to do
• 29:51
  Speaker: that.
• 29:51
  Speaker: So a whole range of things,
• 29:52
  Speaker: Denise, that you can find
• 29:54
  Speaker: information and, uh, and please,
• 29:56
  Speaker: uh, roller dot software is the
• 29:58
  Speaker: one source.
• 29:59
  Speaker: Fantastic.
• 30:00
  Speaker: Well, Brett, thank you so much.
• 30:02
  Speaker: I appreciate this and all of this information.
• 30:04
  Speaker: And there's there's some really immediate action points that
• 30:09
  Speaker: people can take if, if they haven't done a loyalty program.
• 30:12
  Speaker: Uh, you've given a lot of ideas of how to craft one, but also
• 30:17
  Speaker: with AI, if you haven't started to mess with it yet.
• 30:20
  Speaker: Best.
• 30:21
  Speaker: And, uh, and, and really, I, I have to underscore the, see how
• 30:27
  Speaker: you're out there in AI, see what your business is, is saying
• 30:31
  Speaker: because, you know, I did this exercise with one of my clients
• 30:34
  Speaker: that I work with just a few weeks ago, and the hours of
• 30:39
  Speaker: operation were different in like fifteen different locations.
• 30:42
  Speaker: I know, you know, and, and, and
• 30:44
  Speaker: that, that, of course, AI is
• 30:46
  Speaker: pulling from and, and it, it's
• 30:48
  Speaker: like, oh, that's a problem,
• 30:50
  Speaker: guys.
• 30:51
  Speaker: We gotta, we gotta figure that out.
• 30:53
  Speaker: It's so is actually that's a really good point, Denise.
• 30:55
  Speaker: You know, you might have an old page on your website somewhere
• 30:59
  Speaker: and it and it pulls out.
• 31:00
  Speaker: I had it my same when I was
• 31:01
  Speaker: looking to travel overseas with
• 31:03
  Speaker: the family.
• 31:03
  Speaker: Pulled up the wrong opening hours.
• 31:05
  Speaker: Um, yeah.
• 31:06
  Speaker: Making sure your information is
• 31:07
  Speaker: up to date is probably number
• 31:09
  Speaker: one after, you know, just doing
• 31:11
  Speaker: something.
• 31:12
  Speaker: Yeah, yeah, yeah.
• 31:13
  Speaker: And that knowing that it's not
• 31:14
  Speaker: just pulling it from your
• 31:15
  Speaker: website.
• 31:16
  Speaker: Yes.
• 31:17
  Speaker: Correct.
• 31:17
  Speaker: Correct.
• 31:18
  Speaker: It could be pulling it from something that's super, super
• 31:20
  Speaker: old and, you know, um, so that's the, that's the key.
• 31:26
  Speaker: So check it out, everybody, if you haven't already.
• 31:29
  Speaker: Well, Brett, thank you so much
• 31:30
  Speaker: for your time and your
• 31:32
  Speaker: knowledge.
• 31:33
  Speaker: Uh, and I'm looking forward to our next conversation.
• 31:35
  Speaker: I'm going to, to go ahead and make you declare that we'll be
• 31:39
  Speaker: doing this again in November when we have the bench report.
• 31:41
  Speaker: Yeah, that'd be great.
• 31:42
  Speaker: Yeah.
• 31:43
  Speaker: Awesome.
• 31:43
  Speaker: Thank you.
• 31:44
  Speaker: Denise, thank you so much.
• 31:45
  Speaker: Thank you.
• 31:48
  Speaker: Well, we hope today's conversation has given you some
• 31:50
  Speaker: practical tools to help you sharpen your edge and accelerate
• 31:54
  Speaker: your growth if you're ready to grow your team, your business or
• 31:59
  Speaker: yourself, contact us at the Growth Pro group dot com and set
• 32:03
  Speaker: up a free growth call with one of our coaches.
• 32:07
  Speaker: Once again, a special thanks to
• 32:08
  Speaker: our sponsors, In-bed Party
• 32:10
  Speaker: Center Software in a global
• 32:13
  Speaker: Benson, Simcox, Schaefer and
• 32:15
  Speaker: Roller for all that they do to
• 32:17
  Speaker: help us bring you the Growth Pro
• 32:20
  Speaker: Edge.
• 32:21
  Speaker: And until next time, I'm Denise
• 32:23
  Speaker: Killian with the Growth Pro
• 32:24
  Speaker: Group.
• 32:25
  Speaker: Keep learning, keep growing and
• 32:28
  Speaker: keep striving for the
• 32:29
  Speaker: extraordinary.