For decades, car rental has been viewed as a transactional necessity. Simply a checkpoint on the travel journey rather than a meaningful part of it. Beth Gibson, Vice President, Avis First, sees that as a missed opportunity. With the recent launch of Avis First, she’s leading a bold initiative to shift perceptions and elevate expectations, introducing a first-of-its-kind rental experience built around convenience, care, and concierge-level service. Available to all travelers through the Avis app, the program also provides added advantages for loyalty members, including faster booking and recognition through the existing Avis Preferred program. This isn’t about perks. It’s about purpose and a relentless focus on what travelers actually value.
It isn’t just a new tier; it’s a fundamental shift in the company’s approach to customer engagement. With nearly 18 years at Avis Budget Group, Gibson’s deep operational knowledge, frontline empathy, and relentless commitment to the customer have uniquely positioned her to lead this transformation.
Mark as Played
Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
SPEAKER_00 (00:02):
Welcome back to our leaders in customer loyalty
series.
It's a brand story digital it'sThursday.
Great happy with us.
Today we're gonna have to bringa car.
Especially if you're not farwith your customer loyalty
program.
And even the R things can gowrong.
(00:24):
Sometimes we need some of thekey on that expensive car to
make clean the key if the earthone is missing or gel thing,
screening too.
The process is frequentlycumbersome and frustrating.
(00:47):
You might get charged more forgas if you do a fill-up than you
would pay for local gas stationthrough miles away.
Clearly, there's an opportunityto flip the script on this
industry and do thingsdifferently.
An opportunity that could be agame changer for the brand bold
enough to lead the way.
Enter AWS budget group, andthere's a new initiative AWS
(01:10):
first.
This program is simplifying howcustomers engage with the brand,
with a focus on luxury,convenience, and streamline the
rental and return process.
It has the potential to be aunique differentiator for the
organization.
To learn more, we're going tohear from Beth Gibson, who's the
vice president at the AvisBudget Group, and she's going to
(01:32):
discuss the rollout of the AvisFirst program.
Beth, thank you very much forjoining us.
How are you today?
SPEAKER_01 (01:39):
I'm doing well.
Thank you for having me.
SPEAKER_00 (01:41):
Absolutely.
Looking forward to thisdiscussion.
First off, for those who may notbe familiar, can you give us an
introduction to the Avis BudgetGroup?
Uh kind of the kind of thelegacy and mobility in the
rental industry.
Would love to know a little bitmore about the brand and how it
started.
SPEAKER_01 (01:57):
Yeah, of course.
Well, next year we'll havesomething really big to talk
about since we'll be celebrating80 years in the business with
Avis.
But, you know, one of the thingsthat I'm here today to really
talk about is how Avis First, wejust launched this new brand
that is really redefining thecar rental experience and the
customer journey to reallyenhance our Avis brand.
SPEAKER_00 (02:19):
Okay.
And when you look at Avis First,uh, you know, what what drives
the successes of Avis, AvisFirst, and kind of the brand?
SPEAKER_01 (02:29):
Yeah.
You know, so I have been withcompany for a long time, and the
main thing, majority of my jobhas actually been around the
customer experience.
And when we've been listening towhat our customers are asking
for, it's really aroundconvenience, speed.
They want accessibility topeople.
And so we said, well, what is anexperience that could be like a
first class experience?
(02:49):
And that's where Ava's Firstcame from.
Um, so Ava's First is a premiumfirst-class experience that
gives you a concierge that'savailable to you the start of
your rental, throughout yourrental, and even at the end.
We also give you a brand newvehicle with less than 20,000
miles.
And we also include the fuelbecause all of our vehicles are
connected.
So we only charge you for whatis used and we'll charge you at
(03:12):
the local fuel pump rates.
So it's all about convenienceand listening to our customers.
And we think that this is reallyjust creating a differentiation
within amongst all of ourbrands, but specifically with
their Avis brand.
SPEAKER_00 (03:24):
Okay.
So when you look at uh AvisFirst, uh we were going to talk
a little bit more about you, butuh you brought up this great new
program.
Uh how'd you come up designingthat?
How'd you come up developing thekind of the value proposition of
the comp customer and keep it sovalue-laden?
SPEAKER_01 (03:38):
Yeah.
You know, I like I said, it justlistening to customers.
I mean, we I actually spend themajority of my time I look at,
you know, Google reviews, anykind of third-party surveys I
can get my hand on.
We have our own internal surveysfor that we send to our
customers.
And there's two really keythemes that people talk about,
which is speed of checkout andthe vehicle received.
The other thing that I did was,you know, we have access to a
(04:01):
customer advisory board that weuh put together here at Avis.
And one of the questions I askedthem was, can you define first
class and car rental?
Like what does that mean?
And it was crickets.
Nobody knew what that was.
And I knew at that point we havean opportunity as an industry to
actually define what does firstclass mean and create an
experience that's truly special,that people would be willing to
(04:23):
really invest their money in,but also uh get into the
experience that we're building.
SPEAKER_00 (04:29):
Okay.
So you talked about uh listeningto understanding the customers'
feedback.
There was kind of a gap there,or at least an opportunity
around first class.
You know, what else did theytell you about the experience uh
that that made you think youcould excel so uh quickly?
SPEAKER_01 (04:43):
Yeah.
Um, you know, the main thing isis you hear about people talk
about uh skip the counter.
Sometimes you see that from alot of people and our
competitors say in it.
But what does that really meanto the customer?
You know, we've even invested alot in what we call touchless
experience.
And for some people, that'sperfect.
They don't want to see anybody.
They want to go directly totheir car, they want to get out
of the gate seamlessly, andwe're excited that we do have a
(05:06):
touchless experience.
But something that there aretravelers that want is the
ability to have a personalizedexperience.
And they want the ability tohave like a concierge type of
moment.
Like I think about in the hotelworld, I can get go to a really
expensive hotel and get a suitewith the butler.
But what does that mean for us?
And that's why we took thecurrent experience that we have.
(05:27):
We took our current technologyand said, what are some things
that we can invest in to buildour app to be even better than
we have today?
And then how can we deliver onthis experience through people?
SPEAKER_00 (05:38):
Okay.
You know, was the initial focusmore on increasing share of
wallet, uh winning premiumcustomers potentially, driving
NPS uh or all the above orsomething different?
SPEAKER_01 (05:50):
I will have to tell you the first thing I wanted to
do was redefine the experience,like create a new experience in
the car rental industry.
So that by far was number one.
And I do truly believe that ifwe can continue to deliver on
this, I mean, we're only acouple of weeks in on this
product, but if we can deliveron this truly differentiated
(06:10):
experience, that MPS will come,market share, you know, share
wallet, all those things willcome with it.
But my priority has to be stayfocused on the experience first.
SPEAKER_00 (06:20):
Okay.
And when you look at uhdifferentiating experience, that
can be somewhat challenging inin uh kind of the car rental
business, right?
The the transportation uhbusiness.
Uh how are you doing that?
Uh what are you seeing?
You know, how are you doing thatfirst off?
SPEAKER_01 (06:36):
Yeah.
Well, you have to make sure thatyou're listening to your
competitors and staying relevantwithin the car industry world.
So, you know, for us, like Isaid, uh I can't value enough of
the feedback from our travelers.
I think it's invaluable.
Um, it's free to listen to yourcustomers.
But the main thing is that if Ilisten to the customers, they
(06:57):
give you the nuggets of thingsthat we need to be doing
differently.
So not only are we looking atthe competitors, but just
listening to what they want andthen be able to deliver on what
they want is two differentthings.
And I think that those twothings kind of coming together
for us is what's led to thisproduct.
SPEAKER_00 (07:12):
Okay.
You talked about kind oflistening to your customers.
Everyone talks about that.
I mean, we run a tradeassociation for customer
loyalty.
We meet weekly with our membersto talk about different top
topics.
And, you know, listening to uhversus hearing your customer is
a different process.
It's active, it's engaging.
Uh, you know, how do you executeon some of these things?
Because it can be a bigchallenge, uh, you know,
(07:34):
understanding exactly what thekind of your disparate audience
may have an interest in.
You know, how are you executingon listening to your customers?
SPEAKER_01 (07:41):
I completely agree with you.
Listening is not easy.
So I like how you say listeningand hearing.
You know, one of the things isit's not just about for us like
reading what customer commentsare, it's not being afraid to
reach out to the customers tooand actually having that
conversation with them.
So especially whether it's goodfeedback or it could be negative
feedback, we have a time andplace where we actually make
(08:02):
external phone calls and reallystart engaging with our
customers.
The other piece of it isactually working with really
closely with our operations.
So not only is our operationlooking at the feedback daily,
but they're also we're meetingwith them weekly and monthly
with our senior leadership team.
Because I can sit there and saywhat customers want, but it's
about executing on it.
So we have to work reallyclosely with our field team to
(08:23):
make sure they know exactly whatour customers are asking for and
that we can deliver on it.
SPEAKER_00 (08:28):
That makes perfect sense.
And one of the things we saw, uhwe do a loyalty survey every
year of people who run, youknow, kind of award-winning uh
significant loyalty programs.
And this whole idea ofoperationalizing the customer
loyalty program is a big focus,you know, some economic
headwinds in some industries.
So they want to make sure theprogram is working well uh and
having that internal alignment.
(08:48):
And sounds like you're doing apretty significantly good job at
driving that internal alignment.
SPEAKER_01 (08:54):
Yes.
Yes, you can't do anythingwithout the people in the field.
SPEAKER_00 (08:57):
Absolutely.
Uh we kind of skipped ahead, butwould love to know a little bit
more about you, your role atAvis, you know, uh where you got
to or how you got to where youare today, or uh, you know, were
there positions that kind of ledto this role?
How'd you get involved incustomer experience and customer
loyalty?
SPEAKER_01 (09:14):
Well, um, in just a few days, I actually had 18
years with Avis Budget Group.
So it's kind of amazing.
I actually started as anentry-level salesperson in
Tampa, Florida, knocking ondoors to drive brand awareness
for Avis at the localfacilities.
Um, and I spent seven years insales.
So it was my opportunity toactually understand what
(09:34):
customers are asking for,whether it's the travel managers
or it's even the end users thatare actually wanting the
vehicles and renting thevehicles themselves.
So I spent seven years doingthat.
And then after moving my familyaround for promotions in the
sales department, I actuallystarted all over my career and
went into operations.
And I spent three years inoperations.
(09:55):
And by far, that was probablythe most invaluable thing that I
did to actually work shoulder toshoulder with our service
agents, cleaning cars, movingcars, checking in vehicles,
being in the front line at thecounters, you know, dealing with
customer service issues andbeing with their rental sales
agents.
I actually got to see what itwas like to actually deliver on
the promise that I wasdelivering for seven years.
(10:17):
I actually had the opportunityto actually deliver on that.
So after I spent the three yearsin operations, that's when I
moved into headquarters and Istarted looking at our products
and services that we provide toour customers to drive
experience, customer experience,and then this opportunity to
define Avis first.
SPEAKER_00 (10:34):
Okay.
You know, you look at the role,obviously, big role.
Uh it's an experience you have.
It's interesting to hear how youwere uh kind of got into your
current role.
But when you look at some of thechallenges or opportunities that
you face with in your position,you know, what keeps you up at
night?
Uh, you know, what are youthinking about?
SPEAKER_01 (10:52):
Sometimes I'm thinking, am I moving fast
enough?
Because you have to stayrelevant in this industry.
But you know, it's I actuallythink about our people.
Um, you know, when we, and I'mgonna go back to Avis First a
little bit, but when we launchedAvis First, it wasn't like there
was this entire team that'sthinking about reinventing the
customer experience.
It started with a dream.
And then it was about havingpeople align with your dream.
(11:15):
And the hardest thing isactually executing on the dream.
So I can think big, but can Ideliver on it?
Is probably the hardest thing.
So there was a lot of sleeplessnights making sure I had the
right team rallied around mebecause these this wasn't
anybody's just day job.
This was also like anextracurricular activity for
some of our other uh workgroups.
But seeing that come togethertoday is the most special thing
(11:37):
that's happened to me.
But it was also a lot ofsleepless nights saying, can I
actually deliver on a dream?
That's also a change.
People, it's change is hard too.
So creating this change in ourindustry and our my own in Avis
on how we deliver vehicles toour customers, making sure that
we train them appropriately todeliver on the expectation that
(11:58):
we're promising, like that was alot of work.
Um, but I'm so excited that itall came together.
SPEAKER_00 (12:04):
You mentioned the change with the industry.
That's a pretty uh significanttopic we have within our
communities, how customers arechanging, maybe holistically
within different verticals.
When you look at some of thethings you want to do with Avis
First, it's very unique, kind ofavant-garde.
Uh, but holistically, how is thecar rental industry, the
mobility industry changing andhow are customers' expectations
(12:27):
uh also evolving?
SPEAKER_01 (12:29):
You know, I think the biggest thing for us is it's
not a one size fits all for ourcustomers.
And I think sometimes we getsaid that there is a
one-size-fits-all, but it can'tbe.
So we want to be able tocustomize the trip for the
customer based off of theirtravel needs, whether it's
commercial or it's leisure orwhat we call bleisure, where
people are blending their travelexperiences, whether it's
(12:52):
self-service, if they want ahigh touch in a first class
experience, or hey, they want totalk to somebody at our
locations.
We want to make sure we're thebest in each one of those
segments, not just the best atone.
And I think that's somethingthat we've all had to change to
say, let's personalize thisexperience for what that
customer needs at that giventime.
It's a little different thanjust having a one size fit-all
(13:14):
approach.
SPEAKER_00 (13:15):
Absolutely.
And personalization, another uhpretty significant topic.
And you mentioned uh one size isnot going to fit all.
So when you look atpersonalization, how do you
leverage customer data, thepreferences, the feedback, or
maybe even some behavioralinsight to optimize on the
personalization uh opportunitiesyou have, make sure the rental
(13:35):
experience is tailored to thatindividual first, you know,
within the LOLTI program andwithin uh Avis First as well.
SPEAKER_01 (13:43):
Yeah, I mean, data is so valuable.
So as we collect the data here,we I have a very special team
that is combing through everysingle survey response and all
the rental dynamics thathappens.
The main thing is that we makesure that we create different
pillars of our customers andthen we make sure we engage with
them differently based off ofthose pillars.
(14:04):
Um, and I will say sometimes,you know, in certain industries,
in certain companies, they onlylook at the surveys that they
send out.
And I say social, you have togo, you have to grab all the
feedback from social.
You got to go out to theexternal reviews too, because
those are just as important toour to our dynamics of what
we're looking at and deliveringa customer experience.
SPEAKER_00 (14:24):
Okay.
Um when you look at emotionalloyalty, uh, it seems like uh
this uh program may have theability to drive some unique
engagement, potentially uhdeepen emotional loyalty.
You know, how are you looking atemotional loyalty and in what
role does that play in kind ofthe Avis First uh kind of
offering?
SPEAKER_01 (14:43):
Yeah, you know, loyalty is earned, right?
I mean you know, no one isguaranteed to rent from you more
than one time.
And so I think you have to havethat emotional connection to a
traveler to make them want torent multiple times.
The thing with Avis First andhaving that concierge touch, you
know, like I said, we've beenlaunched, we've launched a
couple weeks ago.
And having to like actuallylooking at how frequently our
(15:06):
travelers are actually reachingout to our concierge before they
pick up the vehicle, whetherit's they want us to lay down
the seats because they have fourpieces of luggage that they want
to have ready, or in Manhattan,they wanted the vehicle
delivered and it is very hothere right now, and they wanted
the air conditioning seats on,or we actually take the time to
show them how to start the carand do the Apple CarPlay.
(15:27):
Like all those little thingsthat may seem intuitive when you
see some of these new cars canbe challenging.
That little personal touch goesa long way, and I think it
creates a bond.
It's not just a car that you'rereceiving, it's also a person
that you're receiving with yourtrip.
SPEAKER_00 (15:42):
Okay.
You know, looking ahead, uh,Avis First, uh, first off, let's
let's back up a little bit.
Uh some of the early adopters ofAvis First, uh, and what have
you heard from them?
What are they saying about theprogram?
What do they like?
What do they not like?
You talked about, you know, uhthey want the air conditioning
on, they you're showing them howto use Apple CarPlay.
You know, what what are some ofthe early uh kind of adopters
(16:02):
telling you?
SPEAKER_01 (16:03):
I don't the we we actually had our first customer
actually out of Denver Airport.
So it was pretty exciting.
Um, and it was a family, afamily with two teenage kids, uh
husband and wife.
And the wife said, I will nevertake the bus again.
So, you know, obviously time wasvaluable to that traveler at
that given moment.
And that was really special tous.
(16:24):
You know, some of the thingsthat we're still working
through, obviously, noteverything is perfect when you
launch, is uh the adoption oftechnology.
So this is an app enabledproduct.
So if you want this product whenyou book it, you do have to
download our app, you do gothrough biometrics and
validation.
So helping walking customersthrough that, because it is a
new journey when you think aboutthe car rental experience.
(16:47):
It's new.
So we have to make sure weexplain that in a way that our
customers understand and itdoesn't cost friction.
Um, that's been some of thebiggest feedback that we've got.
So very positive on theexperience.
I think for us, our opportunityis just making sure that the
technology is easy to use.
SPEAKER_00 (17:03):
Okay.
And how do you make technologyeasy to use, right?
You mentioned kind of makingsure you have an app that is a
concern for many people incustomer loyalty, right?
Making sure that uh they haveaccess to digital-only events.
But now some brands are kind ofreversing track.
Kroger just uh they're puttingall their coupons up front on
their circulars like they'll beup front.
Many uh convenience stores, samething.
(17:25):
They're kind of balancing youneed to be in the app and then
uh kind of making sure that'saccessible to everyone.
Is there a balance to that?
And if so, how do you how do youdo that?
SPEAKER_01 (17:34):
Yeah, I that's a great question.
One, I will tell you, we testand test and test so much, but
not just us, environment wasbuilding, it's was our
customers.
So we actually had livecustomers testing this product
and giving us feedback.
I do agree that not everythingwould be 100% app.
So when you go to book thisproduct, you can book on web,
(17:55):
you can book on dot com, you canbook book mobile, you can book
on app.
So we want the ability to getinto this experience on any
platform.
But then when you want to liveinto the experience, you do have
to have the app.
And the main thing is it's justso we can create that constant
communication back and forth,the customer can track the
vehicle because that's superimportant that you want to be
able to track the vehicle toknow the ETA of arrival.
(18:17):
Because it's not just atairports, we're also off
airports.
So you think about if you're ata the Lowe's hotel in Orlando
and you want a vehicle deliveredto you to take a trip to the
beach, you want to be able totrack it and stuff.
And that stuff is enabledthrough the app.
Um, so it's a dual experience,but there's very specific things
in the app that is enhances theexperience once you're in the
(18:38):
rental.
SPEAKER_00 (18:38):
So you can actually have uh kind of the a card
delivered to your hotel then?
SPEAKER_01 (18:43):
Correct.
You can have it deliveredwherever you want it to be.
SPEAKER_00 (18:46):
Wow.
And and and how do you keep thatat kind of that that that that
reasonable price point?
How are you enabling that?
SPEAKER_01 (18:53):
So there's a couple of things that we're doing is
because I want to be veryconsistent on this on this
delivery of uh the customerexperience, we're actually gonna
um only have a select amount ofevents that we can do per hour.
So that's number one.
So this isn't just gonna beeverybody everywhere can get
(19:13):
this experience.
We're only gonna have a certainnumber of events that we can
have per hour through a 16-hourshift.
So that's one thing.
So that's some of the thingsthat we're doing is say, here's
the price point that we aregonna go forward with, but we
also want to make sure at theend of the day that my
experience is a hundred percentconsistent and that we're able
to deliver on it a hundredpercent of the time.
SPEAKER_00 (19:33):
That makes sense.
So it's almost kind of anaspirational exclusive type
offering, right?
So that makes it uh can give itkind of push it to the top of a
top of mind consideration foryour customers.
SPEAKER_01 (19:44):
Correct.
I like to call it affordableluxury.
SPEAKER_00 (19:47):
There you go.
Okay.
You know, what is the uh, youknow, talked about technology,
making tech technology work,making sure that it's uh easy to
use.
You know, what's the next biginnovation or investment uh Avis
is focused on to you knowadvance the customer experience
and and deepen customer loyalty?
SPEAKER_01 (20:05):
Um well, I will tell you from personal experience
right now, I am only focused onexpanding Avis First and really
focusing on this to be a globalexperience.
It's not just something thatwe're looking at to be in our
backyard.
We're trying to figure out umhow to make a global program.
To me, loyalty is a globalinitiative, and I think there's
opportunities to be better atthat.
(20:26):
And for us, having Avis First beone of the things that we really
hold on to as a globalexperience is just to me the
start of a bigger opportunityfor Avis Budget Group.
SPEAKER_00 (20:37):
Okay, and since launching Avis First, what are
two or three things that your uhyou and your team are are most
proud of?
SPEAKER_01 (20:45):
Um, you know, you know, I when I was thinking
about like what are things thatwe're proud of.
One, to stand up this productwith I would say we started
thinking about this eight monthsago, and to see this come to
life um so quickly, but alsovery well produced is
outstanding.
I think the other thing, and I'mgonna go back leaning back on my
(21:08):
whole customer experience umjob, the thing that I get most
excited about is when actually Isee the power of recovery.
You know, we're not perfect,nobody's perfect.
And when I see our employees goabove and beyond to recover a
customer, that's special becausethat's something that takes an
extra effort from our employeesto do.
You know, sometimes it's notexactly what's trained, it's
(21:30):
what the employees do.
And and I like to celebrate thepower of recovery with our
employees.
SPEAKER_00 (21:35):
Okay.
Uh we talked about this a littlebit.
Uh, you know, what does customerloyalty mean to you and to Avis
in in today's highlycompetitive, you know, mobility
landscape?
SPEAKER_01 (21:47):
I think uh look, loyalty is definitely earned.
And I think it's a blessing whenwe get the opportunity to have a
customer become a repeattraveler for us.
I think it's more than justpoints.
I mean, points are nice to have,but to earn space uh for a
customer to continue to pick usand come back to us to me is
(22:07):
invaluable.
So we lean in very heavily tounderstand why do people become
repeat travelers with us, whatdrove them to uh continue to
pick Avis when there could beother competitors.
Um and it it's pretty excitingwhen you see it's not just about
price, it's all about theexperience.
And that to me is reallyimportant.
So, you know, I always tellpeople it's you have to earn it.
(22:30):
Um, and if you think it justhappens overnight, it doesn't.
You have to make sure you earnthe loyalty of our customers.
SPEAKER_00 (22:35):
All right.
So the last question, uh, youknow, what can Loyalty 360 do to
help you and your team to uhkind of stay ahead of the
customer experience, customerloyalty industry?
SPEAKER_01 (22:44):
First, I just want to say thank you for this
opportunity um to have theopportunity to speak to you.
Um I also think there's greatopportunities where we can
partner together and learn moreand be more involved with your
platform.
So again, like I appreciateeverything you can.
I think data is power and havingthe opportunity to speak to
other leaders in this industryis really valuable.
SPEAKER_00 (23:07):
Absolutely.
Uh now we have our wonderfulquick fire uh round of
questions.
Uh I'd like to keep into oneword or short phrase.
The first one, you know, what'syour favorite word?
SPEAKER_01 (23:17):
Driven.
SPEAKER_00 (23:18):
Okay.
What's your least favorite word?
SPEAKER_01 (23:21):
Can't.
SPEAKER_00 (23:22):
Okay.
What excites you?
SPEAKER_01 (23:25):
Innovation.
SPEAKER_00 (23:26):
Uh what do you find tiresome?
SPEAKER_01 (23:28):
Excuses.
SPEAKER_00 (23:30):
Uh is there a book that you read once or twice or
many times that you'd like torecommend do to colleagues?
SPEAKER_01 (23:37):
It's amazing.
SPEAKER_00 (23:38):
Yeah, there we go.
Um Is there a profession otherthan one that you currently have
that you would like to attend?
SPEAKER_01 (23:44):
Uh sports news journalism.
SPEAKER_00 (23:47):
Okay.
Interesting.
Um what uh do you enjoy that youuh maybe don't get as much time
to do as you once did?
SPEAKER_01 (23:57):
Uh I wish I could travel a little bit more.
SPEAKER_00 (24:00):
Okay.
And who inspired you to becomethe person that you are today?
SPEAKER_01 (24:04):
Oh, my mother.
SPEAKER_00 (24:06):
Excellent.
Uh and uh what do you typicallythink about at the end of the
day?
SPEAKER_01 (24:11):
My team and family.
SPEAKER_00 (24:13):
That's awesome.
And last question how do you howdo you want to be remembered by
your friends and family?
SPEAKER_01 (24:19):
Authentic.
SPEAKER_00 (24:20):
That's awesome.
Well, Beth, thank you very muchfor taking the time to speak
with us today.
It was great getting to know youa little more.
Also, you know, about thewonderful AVUS First program and
how it's being rolled out, andyou know, how it's gonna set the
bar, set the standard for themobility industry.
It was it was great to hear uhand what you're doing in that
regard.
So thank you very much.
SPEAKER_01 (24:38):
Thank you for your time.
I really appreciate it, Mark.
SPEAKER_00 (24:40):
Absolutely.
And thank you everyone else fortaking the time to join us
today.
Make sure you join us back everyThursday for our leaders in
customer loyalty uh series.
Uh, looking forward to havingyou back uh then.
Until then, have a wonderfulday.
Welcome back to our leaders in customer loyalty
series.
It's a brand story digital it'sThursday.
Great happy with us.
Today we're gonna have to bringa car.
Especially if you're not farwith your customer loyalty
program.
And even the R things can gowrong.
(00:24):
Sometimes we need some of thekey on that expensive car to
make clean the key if the earthone is missing or gel thing,
screening too.
The process is frequentlycumbersome and frustrating.
(00:47):
You might get charged more forgas if you do a fill-up than you
would pay for local gas stationthrough miles away.
Clearly, there's an opportunityto flip the script on this
industry and do thingsdifferently.
An opportunity that could be agame changer for the brand bold
enough to lead the way.
Enter AWS budget group, andthere's a new initiative AWS
(01:10):
first.
This program is simplifying howcustomers engage with the brand,
with a focus on luxury,convenience, and streamline the
rental and return process.
It has the potential to be aunique differentiator for the
organization.
To learn more, we're going tohear from Beth Gibson, who's the
vice president at the AvisBudget Group, and she's going to
(01:32):
discuss the rollout of the AvisFirst program.
Beth, thank you very much forjoining us.
How are you today?
SPEAKER_01 (01:39):
I'm doing well.
Thank you for having me.
SPEAKER_00 (01:41):
Absolutely.
Looking forward to thisdiscussion.
First off, for those who may notbe familiar, can you give us an
introduction to the Avis BudgetGroup?
Uh kind of the kind of thelegacy and mobility in the
rental industry.
Would love to know a little bitmore about the brand and how it
started.
SPEAKER_01 (01:57):
Yeah, of course.
Well, next year we'll havesomething really big to talk
about since we'll be celebrating80 years in the business with
Avis.
But, you know, one of the thingsthat I'm here today to really
talk about is how Avis First, wejust launched this new brand
that is really redefining thecar rental experience and the
customer journey to reallyenhance our Avis brand.
SPEAKER_00 (02:19):
Okay.
And when you look at Avis First,uh, you know, what what drives
the successes of Avis, AvisFirst, and kind of the brand?
SPEAKER_01 (02:29):
Yeah.
You know, so I have been withcompany for a long time, and the
main thing, majority of my jobhas actually been around the
customer experience.
And when we've been listening towhat our customers are asking
for, it's really aroundconvenience, speed.
They want accessibility topeople.
And so we said, well, what is anexperience that could be like a
first class experience?
(02:49):
And that's where Ava's Firstcame from.
Um, so Ava's First is a premiumfirst-class experience that
gives you a concierge that'savailable to you the start of
your rental, throughout yourrental, and even at the end.
We also give you a brand newvehicle with less than 20,000
miles.
And we also include the fuelbecause all of our vehicles are
connected.
So we only charge you for whatis used and we'll charge you at
(03:12):
the local fuel pump rates.
So it's all about convenienceand listening to our customers.
And we think that this is reallyjust creating a differentiation
within amongst all of ourbrands, but specifically with
their Avis brand.
SPEAKER_00 (03:24):
Okay.
So when you look at uh AvisFirst, uh we were going to talk
a little bit more about you, butuh you brought up this great new
program.
Uh how'd you come up designingthat?
How'd you come up developing thekind of the value proposition of
the comp customer and keep it sovalue-laden?
SPEAKER_01 (03:38):
Yeah.
You know, I like I said, it justlistening to customers.
I mean, we I actually spend themajority of my time I look at,
you know, Google reviews, anykind of third-party surveys I
can get my hand on.
We have our own internal surveysfor that we send to our
customers.
And there's two really keythemes that people talk about,
which is speed of checkout andthe vehicle received.
The other thing that I did was,you know, we have access to a
(04:01):
customer advisory board that weuh put together here at Avis.
And one of the questions I askedthem was, can you define first
class and car rental?
Like what does that mean?
And it was crickets.
Nobody knew what that was.
And I knew at that point we havean opportunity as an industry to
actually define what does firstclass mean and create an
experience that's truly special,that people would be willing to
(04:23):
really invest their money in,but also uh get into the
experience that we're building.
SPEAKER_00 (04:29):
Okay.
So you talked about uh listeningto understanding the customers'
feedback.
There was kind of a gap there,or at least an opportunity
around first class.
You know, what else did theytell you about the experience uh
that that made you think youcould excel so uh quickly?
SPEAKER_01 (04:43):
Yeah.
Um, you know, the main thing isis you hear about people talk
about uh skip the counter.
Sometimes you see that from alot of people and our
competitors say in it.
But what does that really meanto the customer?
You know, we've even invested alot in what we call touchless
experience.
And for some people, that'sperfect.
They don't want to see anybody.
They want to go directly totheir car, they want to get out
of the gate seamlessly, andwe're excited that we do have a
(05:06):
touchless experience.
But something that there aretravelers that want is the
ability to have a personalizedexperience.
And they want the ability tohave like a concierge type of
moment.
Like I think about in the hotelworld, I can get go to a really
expensive hotel and get a suitewith the butler.
But what does that mean for us?
And that's why we took thecurrent experience that we have.
(05:27):
We took our current technologyand said, what are some things
that we can invest in to buildour app to be even better than
we have today?
And then how can we deliver onthis experience through people?
SPEAKER_00 (05:38):
Okay.
You know, was the initial focusmore on increasing share of
wallet, uh winning premiumcustomers potentially, driving
NPS uh or all the above orsomething different?
SPEAKER_01 (05:50):
I will have to tell you the first thing I wanted to
do was redefine the experience,like create a new experience in
the car rental industry.
So that by far was number one.
And I do truly believe that ifwe can continue to deliver on
this, I mean, we're only acouple of weeks in on this
product, but if we can deliveron this truly differentiated
(06:10):
experience, that MPS will come,market share, you know, share
wallet, all those things willcome with it.
But my priority has to be stayfocused on the experience first.
SPEAKER_00 (06:20):
Okay.
And when you look at uhdifferentiating experience, that
can be somewhat challenging inin uh kind of the car rental
business, right?
The the transportation uhbusiness.
Uh how are you doing that?
Uh what are you seeing?
You know, how are you doing thatfirst off?
SPEAKER_01 (06:36):
Yeah.
Well, you have to make sure thatyou're listening to your
competitors and staying relevantwithin the car industry world.
So, you know, for us, like Isaid, uh I can't value enough of
the feedback from our travelers.
I think it's invaluable.
Um, it's free to listen to yourcustomers.
But the main thing is that if Ilisten to the customers, they
(06:57):
give you the nuggets of thingsthat we need to be doing
differently.
So not only are we looking atthe competitors, but just
listening to what they want andthen be able to deliver on what
they want is two differentthings.
And I think that those twothings kind of coming together
for us is what's led to thisproduct.
SPEAKER_00 (07:12):
Okay.
You talked about kind oflistening to your customers.
Everyone talks about that.
I mean, we run a tradeassociation for customer
loyalty.
We meet weekly with our membersto talk about different top
topics.
And, you know, listening to uhversus hearing your customer is
a different process.
It's active, it's engaging.
Uh, you know, how do you executeon some of these things?
Because it can be a bigchallenge, uh, you know,
(07:34):
understanding exactly what thekind of your disparate audience
may have an interest in.
You know, how are you executingon listening to your customers?
SPEAKER_01 (07:41):
I completely agree with you.
Listening is not easy.
So I like how you say listeningand hearing.
You know, one of the things isit's not just about for us like
reading what customer commentsare, it's not being afraid to
reach out to the customers tooand actually having that
conversation with them.
So especially whether it's goodfeedback or it could be negative
feedback, we have a time andplace where we actually make
(08:02):
external phone calls and reallystart engaging with our
customers.
The other piece of it isactually working with really
closely with our operations.
So not only is our operationlooking at the feedback daily,
but they're also we're meetingwith them weekly and monthly
with our senior leadership team.
Because I can sit there and saywhat customers want, but it's
about executing on it.
So we have to work reallyclosely with our field team to
(08:23):
make sure they know exactly whatour customers are asking for and
that we can deliver on it.
SPEAKER_00 (08:28):
That makes perfect sense.
And one of the things we saw, uhwe do a loyalty survey every
year of people who run, youknow, kind of award-winning uh
significant loyalty programs.
And this whole idea ofoperationalizing the customer
loyalty program is a big focus,you know, some economic
headwinds in some industries.
So they want to make sure theprogram is working well uh and
having that internal alignment.
(08:48):
And sounds like you're doing apretty significantly good job at
driving that internal alignment.
SPEAKER_01 (08:54):
Yes.
Yes, you can't do anythingwithout the people in the field.
SPEAKER_00 (08:57):
Absolutely.
Uh we kind of skipped ahead, butwould love to know a little bit
more about you, your role atAvis, you know, uh where you got
to or how you got to where youare today, or uh, you know, were
there positions that kind of ledto this role?
How'd you get involved incustomer experience and customer
loyalty?
SPEAKER_01 (09:14):
Well, um, in just a few days, I actually had 18
years with Avis Budget Group.
So it's kind of amazing.
I actually started as anentry-level salesperson in
Tampa, Florida, knocking ondoors to drive brand awareness
for Avis at the localfacilities.
Um, and I spent seven years insales.
So it was my opportunity toactually understand what
(09:34):
customers are asking for,whether it's the travel managers
or it's even the end users thatare actually wanting the
vehicles and renting thevehicles themselves.
So I spent seven years doingthat.
And then after moving my familyaround for promotions in the
sales department, I actuallystarted all over my career and
went into operations.
And I spent three years inoperations.
(09:55):
And by far, that was probablythe most invaluable thing that I
did to actually work shoulder toshoulder with our service
agents, cleaning cars, movingcars, checking in vehicles,
being in the front line at thecounters, you know, dealing with
customer service issues andbeing with their rental sales
agents.
I actually got to see what itwas like to actually deliver on
the promise that I wasdelivering for seven years.
(10:17):
I actually had the opportunityto actually deliver on that.
So after I spent the three yearsin operations, that's when I
moved into headquarters and Istarted looking at our products
and services that we provide toour customers to drive
experience, customer experience,and then this opportunity to
define Avis first.
SPEAKER_00 (10:34):
Okay.
You know, you look at the role,obviously, big role.
Uh it's an experience you have.
It's interesting to hear how youwere uh kind of got into your
current role.
But when you look at some of thechallenges or opportunities that
you face with in your position,you know, what keeps you up at
night?
Uh, you know, what are youthinking about?
SPEAKER_01 (10:52):
Sometimes I'm thinking, am I moving fast
enough?
Because you have to stayrelevant in this industry.
But you know, it's I actuallythink about our people.
Um, you know, when we, and I'mgonna go back to Avis First a
little bit, but when we launchedAvis First, it wasn't like there
was this entire team that'sthinking about reinventing the
customer experience.
It started with a dream.
And then it was about havingpeople align with your dream.
(11:15):
And the hardest thing isactually executing on the dream.
So I can think big, but can Ideliver on it?
Is probably the hardest thing.
So there was a lot of sleeplessnights making sure I had the
right team rallied around mebecause these this wasn't
anybody's just day job.
This was also like anextracurricular activity for
some of our other uh workgroups.
But seeing that come togethertoday is the most special thing
(11:37):
that's happened to me.
But it was also a lot ofsleepless nights saying, can I
actually deliver on a dream?
That's also a change.
People, it's change is hard too.
So creating this change in ourindustry and our my own in Avis
on how we deliver vehicles toour customers, making sure that
we train them appropriately todeliver on the expectation that
(11:58):
we're promising, like that was alot of work.
Um, but I'm so excited that itall came together.
SPEAKER_00 (12:04):
You mentioned the change with the industry.
That's a pretty uh significanttopic we have within our
communities, how customers arechanging, maybe holistically
within different verticals.
When you look at some of thethings you want to do with Avis
First, it's very unique, kind ofavant-garde.
Uh, but holistically, how is thecar rental industry, the
mobility industry changing andhow are customers' expectations
(12:27):
uh also evolving?
SPEAKER_01 (12:29):
You know, I think the biggest thing for us is it's
not a one size fits all for ourcustomers.
And I think sometimes we getsaid that there is a
one-size-fits-all, but it can'tbe.
So we want to be able tocustomize the trip for the
customer based off of theirtravel needs, whether it's
commercial or it's leisure orwhat we call bleisure, where
people are blending their travelexperiences, whether it's
(12:52):
self-service, if they want ahigh touch in a first class
experience, or hey, they want totalk to somebody at our
locations.
We want to make sure we're thebest in each one of those
segments, not just the best atone.
And I think that's somethingthat we've all had to change to
say, let's personalize thisexperience for what that
customer needs at that giventime.
It's a little different thanjust having a one size fit-all
(13:14):
approach.
SPEAKER_00 (13:15):
Absolutely.
And personalization, another uhpretty significant topic.
And you mentioned uh one size isnot going to fit all.
So when you look atpersonalization, how do you
leverage customer data, thepreferences, the feedback, or
maybe even some behavioralinsight to optimize on the
personalization uh opportunitiesyou have, make sure the rental
(13:35):
experience is tailored to thatindividual first, you know,
within the LOLTI program andwithin uh Avis First as well.
SPEAKER_01 (13:43):
Yeah, I mean, data is so valuable.
So as we collect the data here,we I have a very special team
that is combing through everysingle survey response and all
the rental dynamics thathappens.
The main thing is that we makesure that we create different
pillars of our customers andthen we make sure we engage with
them differently based off ofthose pillars.
(14:04):
Um, and I will say sometimes,you know, in certain industries,
in certain companies, they onlylook at the surveys that they
send out.
And I say social, you have togo, you have to grab all the
feedback from social.
You got to go out to theexternal reviews too, because
those are just as important toour to our dynamics of what
we're looking at and deliveringa customer experience.
SPEAKER_00 (14:24):
Okay.
Um when you look at emotionalloyalty, uh, it seems like uh
this uh program may have theability to drive some unique
engagement, potentially uhdeepen emotional loyalty.
You know, how are you looking atemotional loyalty and in what
role does that play in kind ofthe Avis First uh kind of
offering?
SPEAKER_01 (14:43):
Yeah, you know, loyalty is earned, right?
I mean you know, no one isguaranteed to rent from you more
than one time.
And so I think you have to havethat emotional connection to a
traveler to make them want torent multiple times.
The thing with Avis First andhaving that concierge touch, you
know, like I said, we've beenlaunched, we've launched a
couple weeks ago.
And having to like actuallylooking at how frequently our
(15:06):
travelers are actually reachingout to our concierge before they
pick up the vehicle, whetherit's they want us to lay down
the seats because they have fourpieces of luggage that they want
to have ready, or in Manhattan,they wanted the vehicle
delivered and it is very hothere right now, and they wanted
the air conditioning seats on,or we actually take the time to
show them how to start the carand do the Apple CarPlay.
(15:27):
Like all those little thingsthat may seem intuitive when you
see some of these new cars canbe challenging.
That little personal touch goesa long way, and I think it
creates a bond.
It's not just a car that you'rereceiving, it's also a person
that you're receiving with yourtrip.
SPEAKER_00 (15:42):
Okay.
You know, looking ahead, uh,Avis First, uh, first off, let's
let's back up a little bit.
Uh some of the early adopters ofAvis First, uh, and what have
you heard from them?
What are they saying about theprogram?
What do they like?
What do they not like?
You talked about, you know, uhthey want the air conditioning
on, they you're showing them howto use Apple CarPlay.
You know, what what are some ofthe early uh kind of adopters
(16:02):
telling you?
SPEAKER_01 (16:03):
I don't the we we actually had our first customer
actually out of Denver Airport.
So it was pretty exciting.
Um, and it was a family, afamily with two teenage kids, uh
husband and wife.
And the wife said, I will nevertake the bus again.
So, you know, obviously time wasvaluable to that traveler at
that given moment.
And that was really special tous.
(16:24):
You know, some of the thingsthat we're still working
through, obviously, noteverything is perfect when you
launch, is uh the adoption oftechnology.
So this is an app enabledproduct.
So if you want this product whenyou book it, you do have to
download our app, you do gothrough biometrics and
validation.
So helping walking customersthrough that, because it is a
new journey when you think aboutthe car rental experience.
(16:47):
It's new.
So we have to make sure weexplain that in a way that our
customers understand and itdoesn't cost friction.
Um, that's been some of thebiggest feedback that we've got.
So very positive on theexperience.
I think for us, our opportunityis just making sure that the
technology is easy to use.
SPEAKER_00 (17:03):
Okay.
And how do you make technologyeasy to use, right?
You mentioned kind of makingsure you have an app that is a
concern for many people incustomer loyalty, right?
Making sure that uh they haveaccess to digital-only events.
But now some brands are kind ofreversing track.
Kroger just uh they're puttingall their coupons up front on
their circulars like they'll beup front.
Many uh convenience stores, samething.
(17:25):
They're kind of balancing youneed to be in the app and then
uh kind of making sure that'saccessible to everyone.
Is there a balance to that?
And if so, how do you how do youdo that?
SPEAKER_01 (17:34):
Yeah, I that's a great question.
One, I will tell you, we testand test and test so much, but
not just us, environment wasbuilding, it's was our
customers.
So we actually had livecustomers testing this product
and giving us feedback.
I do agree that not everythingwould be 100% app.
So when you go to book thisproduct, you can book on web,
(17:55):
you can book on dot com, you canbook book mobile, you can book
on app.
So we want the ability to getinto this experience on any
platform.
But then when you want to liveinto the experience, you do have
to have the app.
And the main thing is it's justso we can create that constant
communication back and forth,the customer can track the
vehicle because that's superimportant that you want to be
able to track the vehicle toknow the ETA of arrival.
(18:17):
Because it's not just atairports, we're also off
airports.
So you think about if you're ata the Lowe's hotel in Orlando
and you want a vehicle deliveredto you to take a trip to the
beach, you want to be able totrack it and stuff.
And that stuff is enabledthrough the app.
Um, so it's a dual experience,but there's very specific things
in the app that is enhances theexperience once you're in the
(18:38):
rental.
SPEAKER_00 (18:38):
So you can actually have uh kind of the a card
delivered to your hotel then?
SPEAKER_01 (18:43):
Correct.
You can have it deliveredwherever you want it to be.
SPEAKER_00 (18:46):
Wow.
And and and how do you keep thatat kind of that that that that
reasonable price point?
How are you enabling that?
SPEAKER_01 (18:53):
So there's a couple of things that we're doing is
because I want to be veryconsistent on this on this
delivery of uh the customerexperience, we're actually gonna
um only have a select amount ofevents that we can do per hour.
So that's number one.
So this isn't just gonna beeverybody everywhere can get
(19:13):
this experience.
We're only gonna have a certainnumber of events that we can
have per hour through a 16-hourshift.
So that's one thing.
So that's some of the thingsthat we're doing is say, here's
the price point that we aregonna go forward with, but we
also want to make sure at theend of the day that my
experience is a hundred percentconsistent and that we're able
to deliver on it a hundredpercent of the time.
SPEAKER_00 (19:33):
That makes sense.
So it's almost kind of anaspirational exclusive type
offering, right?
So that makes it uh can give itkind of push it to the top of a
top of mind consideration foryour customers.
SPEAKER_01 (19:44):
Correct.
I like to call it affordableluxury.
SPEAKER_00 (19:47):
There you go.
Okay.
You know, what is the uh, youknow, talked about technology,
making tech technology work,making sure that it's uh easy to
use.
You know, what's the next biginnovation or investment uh Avis
is focused on to you knowadvance the customer experience
and and deepen customer loyalty?
SPEAKER_01 (20:05):
Um well, I will tell you from personal experience
right now, I am only focused onexpanding Avis First and really
focusing on this to be a globalexperience.
It's not just something thatwe're looking at to be in our
backyard.
We're trying to figure out umhow to make a global program.
To me, loyalty is a globalinitiative, and I think there's
opportunities to be better atthat.
(20:26):
And for us, having Avis First beone of the things that we really
hold on to as a globalexperience is just to me the
start of a bigger opportunityfor Avis Budget Group.
SPEAKER_00 (20:37):
Okay, and since launching Avis First, what are
two or three things that your uhyou and your team are are most
proud of?
SPEAKER_01 (20:45):
Um, you know, you know, I when I was thinking
about like what are things thatwe're proud of.
One, to stand up this productwith I would say we started
thinking about this eight monthsago, and to see this come to
life um so quickly, but alsovery well produced is
outstanding.
I think the other thing, and I'mgonna go back leaning back on my
(21:08):
whole customer experience umjob, the thing that I get most
excited about is when actually Isee the power of recovery.
You know, we're not perfect,nobody's perfect.
And when I see our employees goabove and beyond to recover a
customer, that's special becausethat's something that takes an
extra effort from our employeesto do.
You know, sometimes it's notexactly what's trained, it's
(21:30):
what the employees do.
And and I like to celebrate thepower of recovery with our
employees.
SPEAKER_00 (21:35):
Okay.
Uh we talked about this a littlebit.
Uh, you know, what does customerloyalty mean to you and to Avis
in in today's highlycompetitive, you know, mobility
landscape?
SPEAKER_01 (21:47):
I think uh look, loyalty is definitely earned.
And I think it's a blessing whenwe get the opportunity to have a
customer become a repeattraveler for us.
I think it's more than justpoints.
I mean, points are nice to have,but to earn space uh for a
customer to continue to pick usand come back to us to me is
(22:07):
invaluable.
So we lean in very heavily tounderstand why do people become
repeat travelers with us, whatdrove them to uh continue to
pick Avis when there could beother competitors.
Um and it it's pretty excitingwhen you see it's not just about
price, it's all about theexperience.
And that to me is reallyimportant.
So, you know, I always tellpeople it's you have to earn it.
(22:30):
Um, and if you think it justhappens overnight, it doesn't.
You have to make sure you earnthe loyalty of our customers.
SPEAKER_00 (22:35):
All right.
So the last question, uh, youknow, what can Loyalty 360 do to
help you and your team to uhkind of stay ahead of the
customer experience, customerloyalty industry?
SPEAKER_01 (22:44):
First, I just want to say thank you for this
opportunity um to have theopportunity to speak to you.
Um I also think there's greatopportunities where we can
partner together and learn moreand be more involved with your
platform.
So again, like I appreciateeverything you can.
I think data is power and havingthe opportunity to speak to
other leaders in this industryis really valuable.
SPEAKER_00 (23:07):
Absolutely.
Uh now we have our wonderfulquick fire uh round of
questions.
Uh I'd like to keep into oneword or short phrase.
The first one, you know, what'syour favorite word?
SPEAKER_01 (23:17):
Driven.
SPEAKER_00 (23:18):
Okay.
What's your least favorite word?
SPEAKER_01 (23:21):
Can't.
SPEAKER_00 (23:22):
Okay.
What excites you?
SPEAKER_01 (23:25):
Innovation.
SPEAKER_00 (23:26):
Uh what do you find tiresome?
SPEAKER_01 (23:28):
Excuses.
SPEAKER_00 (23:30):
Uh is there a book that you read once or twice or
many times that you'd like torecommend do to colleagues?
SPEAKER_01 (23:37):
It's amazing.
SPEAKER_00 (23:38):
Yeah, there we go.
Um Is there a profession otherthan one that you currently have
that you would like to attend?
SPEAKER_01 (23:44):
Uh sports news journalism.
SPEAKER_00 (23:47):
Okay.
Interesting.
Um what uh do you enjoy that youuh maybe don't get as much time
to do as you once did?
SPEAKER_01 (23:57):
Uh I wish I could travel a little bit more.
SPEAKER_00 (24:00):
Okay.
And who inspired you to becomethe person that you are today?
SPEAKER_01 (24:04):
Oh, my mother.
SPEAKER_00 (24:06):
Excellent.
Uh and uh what do you typicallythink about at the end of the
day?
SPEAKER_01 (24:11):
My team and family.
SPEAKER_00 (24:13):
That's awesome.
And last question how do you howdo you want to be remembered by
your friends and family?
SPEAKER_01 (24:19):
Authentic.
SPEAKER_00 (24:20):
That's awesome.
Well, Beth, thank you very muchfor taking the time to speak
with us today.
It was great getting to know youa little more.
Also, you know, about thewonderful AVUS First program and
how it's being rolled out, andyou know, how it's gonna set the
bar, set the standard for themobility industry.
It was it was great to hear uhand what you're doing in that
regard.
So thank you very much.
SPEAKER_01 (24:38):
Thank you for your time.
I really appreciate it, Mark.
SPEAKER_00 (24:40):
Absolutely.
And thank you everyone else fortaking the time to join us
today.
Make sure you join us back everyThursday for our leaders in
customer loyalty uh series.
Uh, looking forward to havingyou back uh then.
Until then, have a wonderfulday.
Popular Podcasts
My Favorite Murder with Karen Kilgariff and Georgia Hardstark
My Favorite Murder is a true crime comedy podcast hosted by Karen Kilgariff and Georgia Hardstark. Each week, Karen and Georgia share compelling true crimes and hometown stories from friends and listeners. Since MFM launched in January of 2016, Karen and Georgia have shared their lifelong interest in true crime and have covered stories of infamous serial killers like the Night Stalker, mysterious cold cases, captivating cults, incredible survivor stories and important events from history like the Tulsa race massacre of 1921. My Favorite Murder is part of the Exactly Right podcast network that provides a platform for bold, creative voices to bring to life provocative, entertaining and relatable stories for audiences everywhere. The Exactly Right roster of podcasts covers a variety of topics including historic true crime, comedic interviews and news, science, pop culture and more. Podcasts on the network include Buried Bones with Kate Winkler Dawson and Paul Holes, That's Messed Up: An SVU Podcast, This Podcast Will Kill You, Bananas and more.
24/7 News: The Latest
The latest news in 4 minutes updated every hour, every day.
Dateline NBC
Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations. Follow now to get the latest episodes of Dateline NBC completely free, or subscribe to Dateline Premium for ad-free listening and exclusive bonus content: DatelinePremium.com