ROLLER, the ticketing, CRM and POS specialist, is celebrating 100 episodes of its popular podcast series, the Guest Experience Show, which serves as a space for industry leaders to share insights into how they deliver memorable guest experiences in their venues.
Thought leaders from across the attractions industry have appeared on the show, which is hosted by ROLLER’s guest experience evangelist, Joshua Liebman, and discussed with him their top tips for perfecting the visitor experience. Each episode includes impactful and actionable tips as these industry professionals share their knowledge and experience.
Episode 100
To celebrate the milestone, the ROLLER team has created a special 100th episode, bringing together some of the most memorable quotes and lessons from previous podcast guests, looking at topics such as how technology can eliminate friction in the guest experience, how to turn critics into fans and how the best guest experience starts with a great employee experience.
It will feature leaders at top organisations, including AREA15, Kentucky Kingdom, Scene 75, San Diego Padres and The Portland Trailblazers, speaking about how they deliver a superior experience to their guests, turn visitors into influencers, and creatively communicate policies and procedures in ways that resonate most with guests.
Industry suppliers and consultants, including Brandon Willey from Hownd, who spoke about how the first 10 minutes after a guest arrives are the most crucial, are also included in the episode. Furthermore, Carly Straughan from QLINE Consulting discussed how the only aspect of the visitor experience that should not be memorable is purchasing tickets.
Matt Duerden and Dennis Moseley-Williams, experience design consultants, spoke about designing the experience for memory and perceptions, while Shaun McKeogh of the Attractions Academy, stressed the value of empowering frontline team members.
Full series is available
The podcast also includes various members of the ROLLER team, with chief product officer Richard Steers emphasising the necessity of approaching situations from the perspective of a visitor rather than an operator. Bee Hepburn, chief people officer, also discussed the link between customer and staff experiences.
The clips in the 100th episode were all taken from longer interviews in earlier podcast episodes. Listeners can easily browse the podcast archive and listen to or watch all earlier episodes at any time, by clicking here.
“The guests who have come on the podcast have been nothing short of insightful,” says Liebman. “I have learned so much from the guidance that guests have shared, and the 100th episode is the tip of the iceberg on the amount you can learn from this show. I look forward to hosting the next 100 episodes!”
Last summer, ROLLER celebrated ten years in the leisure business.
