The Guest Experience Show

On this podcast, Josh Liebman speaks with thought leaders from the attractions industry about the importance of 'Guest Experience', including advice and strategies on how to grow your business by putting the guest first.

 

The role of redemption prizes in the guest experience (Bryn Netz - Sureshot Redemption)

Unreasonable Hospitality (Will Guidara)

Behavioral changes in guests and employees (Alyse Sklover - ROLLER)

Turning guests into walking billboards (Jenna Boyo - Planet Lazer Kelowna)

Engaging the community to create advocacy (Bryan Sklover - Savannah Ghost Pirates)

Removing friction from vacation rentals (Phil Bernardo - Roseus Hospitality)

The evolution of the FEC experience (Nick DiMatteo - Fortyfive Games)

Anticipating guests' needs before they ask (Meredith Tatum - The Ozarker Lodge)

Managing timed entry with "comfy capacity"

The true purpose of VR (James Jensen - JUMP)

Building a brand strategy (Jeremy Wells - Longitude)

VR and Immersive Experiences

The sailor and crew experience (Alex Zeitz - Virgin Voyages)

How weather impacts the guest experience (Kari Manev - Sensible)

ROLLER's User Experience (Seb Gregory - ROLLER)

Episode 100: A look back at the first 99 interviews

Automate, don't complicate (Julie George - Million Dollar Host)

Social media behavior (Will Henderson)

Bring the Wow (Marlon Rodgers Sr. - Adventure Air Sports)

Conversational marketing (Don White - Satisfi Labs)

Drive repeat visitation with new experiences (Elliott Myatt - The Play Company)

People & Culture (Bee Hepburn - ROLLER)

Challenges vs. one-time experiences (Robin Mills - Rugged Interactive)

VR's impact on the attractions industry (Bob Cooney)

Ticketing should be seamless (Carly Straughan - QLINE Ticketing)

Differentiating through membership (Gina Elliot - Altitude Trampoline Parks)

Blending education with entertainment (Cate Milton - Historic Royal Palaces)

Putting the right people in the right place (Scott Benjamin - TwoCubed)

How access control impacts the experience (Matt Ulery -Alvarado)

Expanding reach by going viral (David Leach - Thrillz Danbury)

Taking guests from happy to ecstatic (Gordon Atkins - Action Water Sports)

Everyone is an influencer (Meg Parker - AREA15)

Give the world a reason to cheer (Danielle Snyder & Dan Maret - Crypto.com Arena)

The importance of the digital experience (Kelly Molson - Rubber Cheese)

Educating through experience (Pedro Olivarez III - San Antonio Zoo)

Experiencing your favorite brands in real life (Fergus Campbell - ITV Studios / Ninja Warrior UK)

Adjusting marketing based on guest demographics (Scott Brown - Family Entertainment Group)

Absolute Efficiency (Neil Wilson)

Removing friction for guests AND employees (David Stange - Beachy)

How to price your attraction (Stephen Davis - Integrated Insight)

The escape room experience (Lloyd Notley - Escapology)

Turning friction into opportunity (Greg Spittle - Active8)

The difference between marketing and PR (Mary Stella - Dolphin Research Center)

Your experience promise (Shawn Nason - MOFI)

Creating immersive experiences (Louis Alfieri - Raven Sun Creative)

Predictive Hospitality (Evan Dolgow - Jarvis ML)

The Psychology of Queuing (Bill Zanetti)

Social media's role in GX (Kevin McNulty - Netweave)

Using guest feedback to turn critics into fans and advocates (Brad Collins - Uptown Jungle)

Finding the right people for the right positions (Carlton Gajadhar)

Overhauling the Guest Experience (Tim Murphy - Boomers Parks)

Making your guest experience worth talking about (Matthew Loney - Xplorie)

Turning satisfied guests into advocates (Craig Buster - Wild Island)

Guest Experience is the Best Marketing (Jonah Sandler - Scene 75)

A Cashless Guest Experience (Amber Lambert - Intercard)

The Unique Experience of Meow Wolf (Vince Kadlubek - Meow Wolf)

Guest Empowerment (Danny Cox - Breeze Airways)

Luxury Hospitality & Celebrity Service (Rob DelliBovi - RDB Hospitality)

Driving GX Through Leadership (Kara Adams - Portland Trailblazers)

Curated Experiences and NFTs (Morgan Fiorino - Connecting Roads)

Celebrating Life (Thibault Paquin - Celebrating Life)

The New York Art Tour Experience (Ruddy Harootian - Ruddy Was Here)

The High 5 Way (Jenny Emley and Kerri Little - High 5 Entertainment)

Creating a Culture of Hospitality (Simon JC Nash from Ohana Towels)

The Evolution of GX in FECs (Kevin Williams - Spider Entertainment)

The Luxury Seating Experience at Sports and Entertainment Events (Amanda Verhoff - ALSD)

Using Multiple Data Sources to Make GX Improvements (Jeroen Sijl - Smart Segments)

The Power of Online Reviews (Adele Gutman - Get Great Reviews Podcast)

The Desired Emotional Outcome of Your Guest Experience (Dennis Moseley-Williams)

Keeping Your Guests' Data Secure (Sean Fernandez - ROLLER)

Creating an Experience that Stands Out (Jesse Cole - Savannah Bananas)

How Guest Experience Defines Attraction Development (Russ Van Natta - Creative Works)

The Indirect ROI of Guest Experience Investment (Mark Rosenzweig - 3dx)

Improving GX through Email Marketing (Max Irvine - Currumbin Wildlife Sanctuary)

Creating Remarkable Experiences with the WISER Method (Dan Gingiss - The Experience Maker)

Consistency in Service Excellence (Shaun McKeogh - Attractions Academy)

Seeing the Guest Experience from the Guest's Perspective (Scot Carson - Amusement Advantage)

Educating Guests on GX Technology (Vanessa Ward - Chicago Cubs)

How Your Online Purchase Impacts all of Guest Experience (Richard Steers - ROLLER)

Reward the Actions vs. the Results (Frank Price - FL Price)

Bridging the Digital Experience with the Onsite Experience (Michael Ramsay - Skyline Enterprises)

Care, Connect, & Exceed (Erin Swales - San Diego Padres)

The Power of Play in the Guest Experience (Sarah Cole - Glazer Children's Museum)

Creating a Guest-Centric Culture (Candi Kelley - TrainerTainment)

Service that Drives Repeat Visitation (Shep Hyken - Speaker/Author/Consultant)

Investing in Your Frontline Staff (Ken Maguire - Monterey Bay Aquarium)

The Trampoline Park Guest Experience (Bethany Evans - IATP)

Jennifer Berthiaume from Lion Country Safari

Nikki Padilla Rivera from TripKinetic

Mandy Sybrandy from SkyWheel

Nathan Jones from exp Maven

Cara Treadway from ZooTampa

James Wallman from World Experience Organization

Michael Browning from Urban Air

Evan Barnett from Typhoon Texas

Matt Heller from Performance Optimist Consulting

Zach Adamson from Divert Brands

Tyler Pellerin from LEGOLAND Florida Resort

Clint Novak from Fun Land

Mark Shaw from Journey Beyond

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47:08
Intro to Urban Air
Helping families celebrate, escape, and connect
Setting a new first impression for guests
Comparing the experience with other brands
Guest feedback is not a one way street
Managing your online reputation
Epic satisfaction stories
Why we do what we do
You have to measure what matter
How marketing and customer blend
Don't innovate in a vacuum
Driving loyalty through membership
The friction in booking and arrival process
New expectations in GX
Regularly innovating GX
Lightning round
Delight and wow the guest