{"version":"1.0.0","segments":[{"speaker":"Alan MaGee","startTime":0.329,"endTime":2.789,"body":"Do you think about"},{"speaker":"Alan MaGee","startTime":0.329,"endTime":2.789,"body":"guests experience? We talked"},{"speaker":"Alan MaGee","startTime":2.789,"endTime":5.789,"body":"about putting the guests at the"},{"speaker":"Alan MaGee","startTime":2.789,"endTime":5.789,"body":"center of everything right? 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This podcast is"},{"speaker":"Zack Oates","startTime":36.09,"endTime":40.14,"body":"sponsored by Ovation. The"},{"speaker":"Zack Oates","startTime":40.14,"endTime":43.71,"body":"actionable guest feedback tool"},{"speaker":"Zack Oates","startTime":40.14,"endTime":43.71,"body":"that works on or off premise and"},{"speaker":"Zack Oates","startTime":43.71,"endTime":48.24,"body":"is easy, real time and actually"},{"speaker":"Zack Oates","startTime":43.71,"endTime":48.24,"body":"drives revenue. Learn more at"},{"speaker":"Zack Oates","startTime":48.24,"endTime":54.78,"body":"Ovation up.com Welcome to"},{"speaker":"Zack Oates","startTime":48.24,"endTime":54.78,"body":"another edition of give an"},{"speaker":"Zack Oates","startTime":54.78,"endTime":58.5,"body":"ovation. I am joined today by"},{"speaker":"Zack Oates","startTime":54.78,"endTime":58.5,"body":"Alan McGee, who is the VP of"},{"speaker":"Zack Oates","startTime":58.5,"endTime":62.85,"body":"digital marketing and technology"},{"speaker":"Zack Oates","startTime":58.5,"endTime":62.85,"body":"at churches chicken. He's also"},{"speaker":"Zack Oates","startTime":62.85,"endTime":65.85,"body":"one of brand innovators 40 under"},{"speaker":"Zack Oates","startTime":62.85,"endTime":65.85,"body":"40. His background includes"},{"speaker":"Zack Oates","startTime":65.88,"endTime":69.18,"body":"marketing and leadership at"},{"speaker":"Zack Oates","startTime":65.88,"endTime":69.18,"body":"Arby's, intercontinental hotels"},{"speaker":"Zack Oates","startTime":69.18,"endTime":74.19,"body":"and Moe's Southwest grill. And"},{"speaker":"Zack Oates","startTime":69.18,"endTime":74.19,"body":"if you are watching a clip of"},{"speaker":"Zack Oates","startTime":74.19,"endTime":78.03,"body":"this on YouTube, you may be"},{"speaker":"Zack Oates","startTime":74.19,"endTime":78.03,"body":"wondering if Alan has the age"},{"speaker":"Zack Oates","startTime":78.03,"endTime":83.04,"body":"filter on for zoom and he does"},{"speaker":"Zack Oates","startTime":78.03,"endTime":83.04,"body":"not he is just a good looking"},{"speaker":"Zack Oates","startTime":83.04,"endTime":86.4,"body":"guy. Alan, thanks for joining us"},{"speaker":"Zack Oates","startTime":83.04,"endTime":86.4,"body":"on given ovation, man,"},{"speaker":"Alan MaGee","startTime":86.87,"endTime":89.75,"body":"Zack, way to kinda"},{"speaker":"Alan MaGee","startTime":86.87,"endTime":89.75,"body":"way too many compliments that I"},{"speaker":"Alan MaGee","startTime":89.75,"endTime":90.14,"body":"kick this"},{"speaker":"Zack Oates","startTime":90.15,"endTime":93.78,"body":"podcast SOS. No. And"},{"speaker":"Zack Oates","startTime":90.15,"endTime":93.78,"body":"there's only up to go from here."},{"speaker":"Zack Oates","startTime":93.78,"endTime":98.22,"body":"So first of all, what is the VP"},{"speaker":"Zack Oates","startTime":93.78,"endTime":98.22,"body":"of digital marketing technology"},{"speaker":"Zack Oates","startTime":98.25,"endTime":101.82,"body":"do like what what keeps you busy"},{"speaker":"Zack Oates","startTime":98.25,"endTime":101.82,"body":"at churches, chicken,"},{"speaker":"Alan MaGee","startTime":102.539,"endTime":105.059,"body":"a little bit of"},{"speaker":"Alan MaGee","startTime":102.539,"endTime":105.059,"body":"everything. I came into churches"},{"speaker":"Alan MaGee","startTime":105.089,"endTime":108.509,"body":"about two and a half years ago,"},{"speaker":"Alan MaGee","startTime":105.089,"endTime":108.509,"body":"to really build out that digital"},{"speaker":"Alan MaGee","startTime":108.509,"endTime":111.629,"body":"marketing function. I like to"},{"speaker":"Alan MaGee","startTime":108.509,"endTime":111.629,"body":"say that's everything that a"},{"speaker":"Alan MaGee","startTime":111.629,"endTime":116.639,"body":"guest engages with on a screen."},{"speaker":"Alan MaGee","startTime":111.629,"endTime":116.639,"body":"So whether it's web, mobile app,"},{"speaker":"Alan MaGee","startTime":116.819,"endTime":122.789,"body":"listings, content, social CRM,"},{"speaker":"Alan MaGee","startTime":116.819,"endTime":122.789,"body":"all those things, along with e"},{"speaker":"Alan MaGee","startTime":122.789,"endTime":126.539,"body":"commerce, how people can order"},{"speaker":"Alan MaGee","startTime":122.789,"endTime":126.539,"body":"our food and engage with us. So"},{"speaker":"Alan MaGee","startTime":126.839,"endTime":130.259,"body":"everything that's engaging with"},{"speaker":"Alan MaGee","startTime":126.839,"endTime":130.259,"body":"a guest digitally, from an"},{"speaker":"Alan MaGee","startTime":130.259,"endTime":133.379,"body":"experience and a marketing side."},{"speaker":"Alan MaGee","startTime":130.259,"endTime":133.379,"body":"So it's a lot of things every"},{"speaker":"Alan MaGee","startTime":133.379,"endTime":136.409,"body":"day is a little bit different as"},{"speaker":"Alan MaGee","startTime":133.379,"endTime":136.409,"body":"we've gone through this"},{"speaker":"Alan MaGee","startTime":136.409,"endTime":138.059,"body":"transformation in the last"},{"speaker":"Alan MaGee","startTime":136.409,"endTime":138.059,"body":"couple years."},{"speaker":"Zack Oates","startTime":138.45,"endTime":142.98,"body":"So what has been now"},{"speaker":"Zack Oates","startTime":138.45,"endTime":142.98,"body":"did this role exist before Alan"},{"speaker":"Zack Oates","startTime":142.98,"endTime":147.12,"body":"McGee? Or was Alan McGee brought"},{"speaker":"Zack Oates","startTime":142.98,"endTime":147.12,"body":"in to like create this roll"},{"speaker":"Alan MaGee","startTime":148.5,"endTime":152.34,"body":"the ladder, it did"},{"speaker":"Alan MaGee","startTime":148.5,"endTime":152.34,"body":"not exist before. It was an area"},{"speaker":"Alan MaGee","startTime":152.34,"endTime":155.82,"body":"of the business that churches"},{"speaker":"Alan MaGee","startTime":152.34,"endTime":155.82,"body":"leadership team realized, hey,"},{"speaker":"Alan MaGee","startTime":155.82,"endTime":159.48,"body":"we've got some ketchup to do."},{"speaker":"Alan MaGee","startTime":155.82,"endTime":159.48,"body":"And we need to build out this"},{"speaker":"Alan MaGee","startTime":159.48,"endTime":162.36,"body":"part of the part of the team."},{"speaker":"Alan MaGee","startTime":159.48,"endTime":162.36,"body":"And so I was able to come in,"},{"speaker":"Alan MaGee","startTime":162.66,"endTime":165.36,"body":"build out the team, look at"},{"speaker":"Alan MaGee","startTime":162.66,"endTime":165.36,"body":"everything with a fresh set of"},{"speaker":"Alan MaGee","startTime":165.36,"endTime":169.71,"body":"eyes, processes, technology"},{"speaker":"Alan MaGee","startTime":165.36,"endTime":169.71,"body":"partners, agency strategies, all"},{"speaker":"Alan MaGee","startTime":169.71,"endTime":172.32,"body":"of that really, from day one."},{"speaker":"Alan MaGee","startTime":169.71,"endTime":172.32,"body":"And really,"},{"speaker":"Zack Oates","startTime":172.35,"endTime":176.52,"body":"I say, level set and"},{"speaker":"Zack Oates","startTime":172.35,"endTime":176.52,"body":"reset what our password was. And"},{"speaker":"Zack Oates","startTime":176.52,"endTime":180.84,"body":"so basically, it's like any time"},{"speaker":"Zack Oates","startTime":176.52,"endTime":180.84,"body":"that they did that a guest can"},{"speaker":"Zack Oates","startTime":180.84,"endTime":184.23,"body":"digitally touch the brand."},{"speaker":"Zack Oates","startTime":180.84,"endTime":184.23,"body":"That's got your fingerprint on"},{"speaker":"Zack Oates","startTime":184.23,"endTime":184.41,"body":"it."},{"speaker":"Alan MaGee","startTime":185.31,"endTime":187.5,"body":"some level of my"},{"speaker":"Alan MaGee","startTime":185.31,"endTime":187.5,"body":"fingerprint or someone on my"},{"speaker":"Alan MaGee","startTime":187.5,"endTime":187.95,"body":"team."},{"speaker":"Zack Oates","startTime":188.1,"endTime":190.92,"body":"Yeah, that's, that's"},{"speaker":"Zack Oates","startTime":188.1,"endTime":190.92,"body":"really interesting, what has"},{"speaker":"Zack Oates","startTime":190.92,"endTime":193.77,"body":"been starting high. And then"},{"speaker":"Zack Oates","startTime":190.92,"endTime":193.77,"body":"I've got like, some specific"},{"speaker":"Zack Oates","startTime":193.77,"endTime":196.56,"body":"questions, but starting high"},{"speaker":"Zack Oates","startTime":193.77,"endTime":196.56,"body":"level, how do you feel that's"},{"speaker":"Zack Oates","startTime":196.56,"endTime":198.15,"body":"helped churches?"},{"speaker":"Alan MaGee","startTime":199.68,"endTime":202.59,"body":"I think it's helped"},{"speaker":"Alan MaGee","startTime":199.68,"endTime":202.59,"body":"us a lot, we've been on a pretty"},{"speaker":"Alan MaGee","startTime":202.59,"endTime":206.85,"body":"good streak, the last two years"},{"speaker":"Alan MaGee","startTime":202.59,"endTime":206.85,"body":"of positive sales. And I'd say"},{"speaker":"Alan MaGee","startTime":206.85,"endTime":210.45,"body":"brand turnaround holistically."},{"speaker":"Alan MaGee","startTime":206.85,"endTime":210.45,"body":"And the digital side has been"},{"speaker":"Alan MaGee","startTime":210.54,"endTime":213.6,"body":"one big half of it. The other"},{"speaker":"Alan MaGee","startTime":210.54,"endTime":213.6,"body":"side has been product and"},{"speaker":"Alan MaGee","startTime":213.6,"endTime":219.27,"body":"operations. But being able to"},{"speaker":"Alan MaGee","startTime":213.6,"endTime":219.27,"body":"make things more convenient,"},{"speaker":"Alan MaGee","startTime":219.27,"endTime":221.88,"body":"make experiences better for"},{"speaker":"Alan MaGee","startTime":219.27,"endTime":221.88,"body":"guests, give them information at"},{"speaker":"Alan MaGee","startTime":221.88,"endTime":224.85,"body":"their fingertips, that's going"},{"speaker":"Alan MaGee","startTime":221.88,"endTime":224.85,"body":"to convert them a lot faster,"},{"speaker":"Alan MaGee","startTime":224.85,"endTime":227.67,"body":"and giving them more ways to"},{"speaker":"Alan MaGee","startTime":224.85,"endTime":227.67,"body":"order our food, whether it's"},{"speaker":"Alan MaGee","startTime":227.67,"endTime":232.32,"body":"through delivery or order ahead,"},{"speaker":"Alan MaGee","startTime":227.67,"endTime":232.32,"body":"or a catering, also helping our"},{"speaker":"Alan MaGee","startTime":232.32,"endTime":235.71,"body":"restaurants to be more efficient"},{"speaker":"Alan MaGee","startTime":232.32,"endTime":235.71,"body":"at the restaurant helping save"},{"speaker":"Alan MaGee","startTime":235.71,"endTime":238.59,"body":"them time and energy through"},{"speaker":"Alan MaGee","startTime":235.71,"endTime":238.59,"body":"technology enhancements. So"},{"speaker":"Alan MaGee","startTime":238.8,"endTime":243.15,"body":"those are some of the big things"},{"speaker":"Alan MaGee","startTime":238.8,"endTime":243.15,"body":"that have been overarching as"},{"speaker":"Alan MaGee","startTime":243.15,"endTime":244.14,"body":"part of what we work on."},{"speaker":"Zack Oates","startTime":244.739,"endTime":248.549,"body":"So let's say that"},{"speaker":"Zack Oates","startTime":244.739,"endTime":248.549,"body":"you had a couple of minutes to"},{"speaker":"Zack Oates","startTime":248.549,"endTime":251.519,"body":"do consulting with a brand."},{"speaker":"Zack Oates","startTime":248.549,"endTime":251.519,"body":"They're growing brand. They"},{"speaker":"Zack Oates","startTime":251.519,"endTime":255.389,"body":"can't quite a Ford and Alan"},{"speaker":"Zack Oates","startTime":251.519,"endTime":255.389,"body":"McGee yet but hey, they love"},{"speaker":"Zack Oates","startTime":255.389,"endTime":260.609,"body":"this concept of building out a"},{"speaker":"Zack Oates","startTime":255.389,"endTime":260.609,"body":"digital footprint lifecycle of"},{"speaker":"Zack Oates","startTime":260.609,"endTime":263.159,"body":"their customers, right? And"},{"speaker":"Zack Oates","startTime":260.609,"endTime":263.159,"body":"you've got five minutes to do"},{"speaker":"Zack Oates","startTime":263.159,"endTime":267.479,"body":"consulting for them, like what"},{"speaker":"Zack Oates","startTime":263.159,"endTime":267.479,"body":"what would you tell them? If"},{"speaker":"Zack Oates","startTime":267.479,"endTime":270.449,"body":"they're looking to kind of"},{"speaker":"Zack Oates","startTime":267.479,"endTime":270.449,"body":"accomplish, like, what"},{"speaker":"Zack Oates","startTime":270.449,"endTime":272.609,"body":"frameworks would you think about"},{"speaker":"Zack Oates","startTime":270.449,"endTime":272.609,"body":"with this? You know, I'm saying,"},{"speaker":"Alan MaGee","startTime":272.97,"endTime":275.01,"body":"Yeah, yeah, I'd say"},{"speaker":"Alan MaGee","startTime":272.97,"endTime":275.01,"body":"that, you know, there's two"},{"speaker":"Alan MaGee","startTime":275.01,"endTime":279.36,"body":"areas. One is demand generation."},{"speaker":"Alan MaGee","startTime":275.01,"endTime":279.36,"body":"The other is demand capturing."},{"speaker":"Alan MaGee","startTime":279.6,"endTime":282.09,"body":"And that's really where we"},{"speaker":"Alan MaGee","startTime":279.6,"endTime":282.09,"body":"started our journey is. One is"},{"speaker":"Alan MaGee","startTime":282.09,"endTime":285.06,"body":"there's a ton of people looking"},{"speaker":"Alan MaGee","startTime":282.09,"endTime":285.06,"body":"for food offers. Everyone's got"},{"speaker":"Alan MaGee","startTime":285.06,"endTime":289.47,"body":"to eat a couple times a day. And"},{"speaker":"Alan MaGee","startTime":285.06,"endTime":289.47,"body":"usually those decisions, there's"},{"speaker":"Alan MaGee","startTime":289.47,"endTime":292.11,"body":"thinking about those 10 to 15"},{"speaker":"Alan MaGee","startTime":289.47,"endTime":292.11,"body":"minutes before they're making"},{"speaker":"Alan MaGee","startTime":292.11,"endTime":294.84,"body":"that decision. And there could"},{"speaker":"Alan MaGee","startTime":292.11,"endTime":294.84,"body":"be whether it's the restaurant"},{"speaker":"Alan MaGee","startTime":294.84,"endTime":298.29,"body":"on the right side of the street,"},{"speaker":"Alan MaGee","startTime":294.84,"endTime":298.29,"body":"you know, what am I craving all"},{"speaker":"Alan MaGee","startTime":298.29,"endTime":301.23,"body":"of that and so there actually"},{"speaker":"Alan MaGee","startTime":298.29,"endTime":301.23,"body":"looking for a ton of"},{"speaker":"Alan MaGee","startTime":301.23,"endTime":304.89,"body":"information. So one is looking"},{"speaker":"Alan MaGee","startTime":301.23,"endTime":304.89,"body":"at their their listings how what"},{"speaker":"Alan MaGee","startTime":304.89,"endTime":307.47,"body":"information is there when"},{"speaker":"Alan MaGee","startTime":304.89,"endTime":307.47,"body":"information is easily accessed"},{"speaker":"Alan MaGee","startTime":307.5,"endTime":311.13,"body":"easily accessible? If I was to"},{"speaker":"Alan MaGee","startTime":307.5,"endTime":311.13,"body":"go and search and try to find an"},{"speaker":"Alan MaGee","startTime":311.13,"endTime":313.5,"body":"answer to a question that may"},{"speaker":"Alan MaGee","startTime":311.13,"endTime":313.5,"body":"make me show up to a"},{"speaker":"Alan MaGee","startTime":313.5,"endTime":317.28,"body":"restaurants, that'd be one. And"},{"speaker":"Alan MaGee","startTime":313.5,"endTime":317.28,"body":"the second would be demand"},{"speaker":"Alan MaGee","startTime":317.31,"endTime":320.94,"body":"generation is one of those"},{"speaker":"Alan MaGee","startTime":317.31,"endTime":320.94,"body":"tactics and tools that you can"},{"speaker":"Alan MaGee","startTime":320.94,"endTime":324.93,"body":"go out there to keep the brand"},{"speaker":"Alan MaGee","startTime":320.94,"endTime":324.93,"body":"Top of Mind in consideration,"},{"speaker":"Alan MaGee","startTime":325.11,"endTime":328.26,"body":"whether it's in social media"},{"speaker":"Alan MaGee","startTime":325.11,"endTime":328.26,"body":"looking at what's your social"},{"speaker":"Alan MaGee","startTime":328.26,"endTime":331.71,"body":"presence, whether it's what's"},{"speaker":"Alan MaGee","startTime":328.26,"endTime":331.71,"body":"what are you doing in email?"},{"speaker":"Alan MaGee","startTime":332.43,"endTime":335.19,"body":"What are you doing in paid, I'd"},{"speaker":"Alan MaGee","startTime":332.43,"endTime":335.19,"body":"look at those two buckets"},{"speaker":"Alan MaGee","startTime":335.19,"endTime":341.07,"body":"holistically. And you can make a"},{"speaker":"Alan MaGee","startTime":335.19,"endTime":341.07,"body":"lot of a lot of forward progress"},{"speaker":"Alan MaGee","startTime":341.16,"endTime":344.7,"body":"with a couple small changes"},{"speaker":"Alan MaGee","startTime":341.16,"endTime":344.7,"body":"inside of each of those if you"},{"speaker":"Alan MaGee","startTime":344.7,"endTime":347.55,"body":"can, if you just identify two to"},{"speaker":"Alan MaGee","startTime":344.7,"endTime":347.55,"body":"three small things that you make"},{"speaker":"Alan MaGee","startTime":347.55,"endTime":348.21,"body":"updates to."},{"speaker":"Zack Oates","startTime":348.689,"endTime":351.449,"body":"I love that. So it's"},{"speaker":"Zack Oates","startTime":348.689,"endTime":351.449,"body":"the demand generation, let's get"},{"speaker":"Zack Oates","startTime":351.449,"endTime":355.109,"body":"people thinking and seen. And"},{"speaker":"Zack Oates","startTime":351.449,"endTime":355.109,"body":"it's a demand capture. Let's"},{"speaker":"Zack Oates","startTime":355.109,"endTime":358.409,"body":"grab those people that are"},{"speaker":"Zack Oates","startTime":355.109,"endTime":358.409,"body":"already looking and seeing right"},{"speaker":"Zack Oates","startTime":358.649,"endTime":361.529,"body":"now with it with the demand"},{"speaker":"Zack Oates","startTime":358.649,"endTime":361.529,"body":"capture. That's something where"},{"speaker":"Zack Oates","startTime":362.249,"endTime":364.529,"body":"obviously, one of the things"},{"speaker":"Zack Oates","startTime":362.249,"endTime":364.529,"body":"that innovation that we've seen"},{"speaker":"Zack Oates","startTime":364.529,"endTime":368.549,"body":"is just like the how online"},{"speaker":"Zack Oates","startTime":364.529,"endTime":368.549,"body":"reviews help in getting getting"},{"speaker":"Zack Oates","startTime":368.549,"endTime":371.879,"body":"people seen, right. What are"},{"speaker":"Zack Oates","startTime":368.549,"endTime":371.879,"body":"some other tips? What have you"},{"speaker":"Zack Oates","startTime":371.879,"endTime":374.699,"body":"seen in terms of the demand"},{"speaker":"Zack Oates","startTime":371.879,"endTime":374.699,"body":"capture with the local listings"},{"speaker":"Zack Oates","startTime":374.909,"endTime":377.399,"body":"that has been successful for you"},{"speaker":"Zack Oates","startTime":374.909,"endTime":377.399,"body":"guys?"},{"speaker":"Alan MaGee","startTime":378.87,"endTime":380.85,"body":"A couple things. So"},{"speaker":"Alan MaGee","startTime":378.87,"endTime":380.85,"body":"one is usually people are"},{"speaker":"Alan MaGee","startTime":380.85,"endTime":384.81,"body":"looking for specific information"},{"speaker":"Alan MaGee","startTime":380.85,"endTime":384.81,"body":"on your menu, right? So given a"},{"speaker":"Alan MaGee","startTime":384.81,"endTime":389.34,"body":"deep dive into the menu, really"},{"speaker":"Alan MaGee","startTime":384.81,"endTime":389.34,"body":"great pictures, descriptions,"},{"speaker":"Alan MaGee","startTime":389.7,"endTime":393.6,"body":"and also nutritionals. And"},{"speaker":"Alan MaGee","startTime":389.7,"endTime":393.6,"body":"making it easy for them. So many"},{"speaker":"Alan MaGee","startTime":393.6,"endTime":396.42,"body":"people have different dietary"},{"speaker":"Alan MaGee","startTime":393.6,"endTime":396.42,"body":"restrictions. Nowadays, I'm good"},{"speaker":"Alan MaGee","startTime":396.45,"endTime":397.83,"body":"I gluten free, or"},{"speaker":"Zack Oates","startTime":399.089,"endTime":403.259,"body":"pescatarian, or even"},{"speaker":"Zack Oates","startTime":399.089,"endTime":403.259,"body":"just calorie counting. I will"},{"speaker":"Zack Oates","startTime":403.259,"endTime":406.079,"body":"choose last night I went to a"},{"speaker":"Zack Oates","startTime":403.259,"endTime":406.079,"body":"restaurant that wasn't my"},{"speaker":"Zack Oates","startTime":406.079,"endTime":409.109,"body":"favorite restaurant. But I went"},{"speaker":"Zack Oates","startTime":406.079,"endTime":409.109,"body":"there because I knew how many"},{"speaker":"Zack Oates","startTime":409.109,"endTime":412.709,"body":"calories I had left in my day."},{"speaker":"Zack Oates","startTime":409.109,"endTime":412.709,"body":"And so I went there because it's"},{"speaker":"Zack Oates","startTime":412.709,"endTime":416.069,"body":"like, I'll get something I don't"},{"speaker":"Zack Oates","startTime":412.709,"endTime":416.069,"body":"love. And know that I'm hitting"},{"speaker":"Zack Oates","startTime":416.069,"endTime":418.679,"body":"it as opposed to getting"},{"speaker":"Zack Oates","startTime":416.069,"endTime":418.679,"body":"something I love. And just like"},{"speaker":"Zack Oates","startTime":418.709,"endTime":421.109,"body":"I don't know, I don't know how"},{"speaker":"Zack Oates","startTime":418.709,"endTime":421.109,"body":"many calories is is"},{"speaker":"Alan MaGee","startTime":421.74,"endTime":424.11,"body":"your 100%. Right, I"},{"speaker":"Alan MaGee","startTime":421.74,"endTime":424.11,"body":"did the same thing, looking at"},{"speaker":"Alan MaGee","startTime":424.32,"endTime":428.04,"body":"how many grams of protein are in"},{"speaker":"Alan MaGee","startTime":424.32,"endTime":428.04,"body":"this or carbs. And so being able"},{"speaker":"Alan MaGee","startTime":428.04,"endTime":431.01,"body":"to put that information, just"},{"speaker":"Alan MaGee","startTime":428.04,"endTime":431.01,"body":"front and center make it easy"},{"speaker":"Alan MaGee","startTime":431.01,"endTime":433.86,"body":"for someone to get to within one"},{"speaker":"Alan MaGee","startTime":431.01,"endTime":433.86,"body":"to two clicks. If you're having"},{"speaker":"Alan MaGee","startTime":433.86,"endTime":439.05,"body":"to have them search and unpack"},{"speaker":"Alan MaGee","startTime":433.86,"endTime":439.05,"body":"and try to find and after a"},{"speaker":"Alan MaGee","startTime":439.05,"endTime":440.76,"body":"couple minutes, they're gonna"},{"speaker":"Alan MaGee","startTime":439.05,"endTime":440.76,"body":"say it's not worth my time, I'm"},{"speaker":"Alan MaGee","startTime":440.76,"endTime":444.3,"body":"gonna go somewhere where that's"},{"speaker":"Alan MaGee","startTime":440.76,"endTime":444.3,"body":"easy. So menu is is a key one,"},{"speaker":"Alan MaGee","startTime":444.3,"endTime":447.87,"body":"you can win so many people over"},{"speaker":"Alan MaGee","startTime":444.3,"endTime":447.87,"body":"by great photography,"},{"speaker":"Alan MaGee","startTime":447.87,"endTime":450.45,"body":"storytelling and making"},{"speaker":"Alan MaGee","startTime":447.87,"endTime":450.45,"body":"information just really"},{"speaker":"Alan MaGee","startTime":450.45,"endTime":451.65,"body":"accessible for them."},{"speaker":"Zack Oates","startTime":452.67,"endTime":454.83,"body":"Why don't more"},{"speaker":"Zack Oates","startTime":452.67,"endTime":454.83,"body":"people do that? Do you think?"},{"speaker":"Alan MaGee","startTime":456.81,"endTime":460.41,"body":"It's a really good"},{"speaker":"Alan MaGee","startTime":456.81,"endTime":460.41,"body":"question. I think historically,"},{"speaker":"Alan MaGee","startTime":460.62,"endTime":463.74,"body":"when you look at the restaurant"},{"speaker":"Alan MaGee","startTime":460.62,"endTime":463.74,"body":"industry that was at the at the"},{"speaker":"Alan MaGee","startTime":463.74,"endTime":466.8,"body":"restaurant, right? So it's a"},{"speaker":"Alan MaGee","startTime":463.74,"endTime":466.8,"body":"great point. Yeah. If you would"},{"speaker":"Alan MaGee","startTime":466.8,"endTime":470.37,"body":"show up and they look at the the"},{"speaker":"Alan MaGee","startTime":466.8,"endTime":470.37,"body":"menu or the menu board, and they"},{"speaker":"Alan MaGee","startTime":470.37,"endTime":472.95,"body":"take some time and make a"},{"speaker":"Alan MaGee","startTime":470.37,"endTime":472.95,"body":"decision. Right? Or they're they"},{"speaker":"Alan MaGee","startTime":472.95,"endTime":475.5,"body":"roll the drive through say, What"},{"speaker":"Alan MaGee","startTime":472.95,"endTime":475.5,"body":"am I feeling like today is a"},{"speaker":"Alan MaGee","startTime":475.5,"endTime":479.22,"body":"sandwich? Is it tenders? Do I"},{"speaker":"Alan MaGee","startTime":475.5,"endTime":479.22,"body":"you know, what do I want? But"},{"speaker":"Alan MaGee","startTime":479.22,"endTime":483.72,"body":"now people are spending more"},{"speaker":"Alan MaGee","startTime":479.22,"endTime":483.72,"body":"time researching and putting"},{"speaker":"Alan MaGee","startTime":483.72,"endTime":487.59,"body":"more thought into where do I"},{"speaker":"Alan MaGee","startTime":483.72,"endTime":487.59,"body":"want to eat and how and I think"},{"speaker":"Alan MaGee","startTime":487.59,"endTime":490.89,"body":"that's a big part of would you"},{"speaker":"Alan MaGee","startTime":487.59,"endTime":490.89,"body":"say is like this new normal or"},{"speaker":"Alan MaGee","startTime":490.89,"endTime":495.15,"body":"pandemic where the meal"},{"speaker":"Alan MaGee","startTime":490.89,"endTime":495.15,"body":"occasion? It wasn't as much of a"},{"speaker":"Alan MaGee","startTime":495.15,"endTime":499.02,"body":"throwaway in some ways as it"},{"speaker":"Alan MaGee","startTime":495.15,"endTime":499.02,"body":"used to be. And it's a little"},{"speaker":"Alan MaGee","startTime":499.02,"endTime":500.46,"body":"more of a special occasion now."},{"speaker":"Zack Oates","startTime":501.269,"endTime":503.909,"body":"Yeah, totally. I"},{"speaker":"Zack Oates","startTime":501.269,"endTime":503.909,"body":"think I think that makes a lot"},{"speaker":"Zack Oates","startTime":503.909,"endTime":509.369,"body":"of sense. And I think there's"},{"speaker":"Zack Oates","startTime":503.909,"endTime":509.369,"body":"also a huge surge of just"},{"speaker":"Zack Oates","startTime":509.369,"endTime":514.739,"body":"information that people pre 2020"},{"speaker":"Zack Oates","startTime":509.369,"endTime":514.739,"body":"maybe they didn't have to go and"},{"speaker":"Zack Oates","startTime":514.739,"endTime":517.619,"body":"look for that. And now they do"},{"speaker":"Zack Oates","startTime":514.739,"endTime":517.619,"body":"right. And so if they're"},{"speaker":"Zack Oates","startTime":517.619,"endTime":519.689,"body":"looking, Y'all better be there."},{"speaker":"Alan MaGee","startTime":521.22,"endTime":524.49,"body":"Exactly. Because"},{"speaker":"Alan MaGee","startTime":521.22,"endTime":524.49,"body":"Because if you are not the next"},{"speaker":"Alan MaGee","startTime":524.49,"endTime":527.28,"body":"restaurant in the list probably"},{"speaker":"Alan MaGee","startTime":524.49,"endTime":527.28,"body":"is. And they're gonna go down to"},{"speaker":"Alan MaGee","startTime":527.28,"endTime":529.29,"body":"that next one until I find an"},{"speaker":"Alan MaGee","startTime":527.28,"endTime":529.29,"body":"answer. And that's the one"},{"speaker":"Alan MaGee","startTime":529.29,"endTime":532.38,"body":"that's gonna win that visit. And"},{"speaker":"Alan MaGee","startTime":529.29,"endTime":532.38,"body":"then, and then it's probably"},{"speaker":"Alan MaGee","startTime":532.38,"endTime":534.84,"body":"going to win the next visit,"},{"speaker":"Alan MaGee","startTime":532.38,"endTime":534.84,"body":"right? Because if you don't"},{"speaker":"Alan MaGee","startTime":534.84,"endTime":537.03,"body":"answer that, if you don't answer"},{"speaker":"Alan MaGee","startTime":534.84,"endTime":537.03,"body":"the question the first time,"},{"speaker":"Alan MaGee","startTime":537.03,"endTime":539.37,"body":"they might not come back to you"},{"speaker":"Alan MaGee","startTime":537.03,"endTime":539.37,"body":"to look at that question a"},{"speaker":"Alan MaGee","startTime":539.37,"endTime":539.88,"body":"second time."},{"speaker":"Zack Oates","startTime":540.21,"endTime":543.18,"body":"Yeah, totally. Now,"},{"speaker":"Zack Oates","startTime":540.21,"endTime":543.18,"body":"one of the things that I've been"},{"speaker":"Zack Oates","startTime":543.18,"endTime":547.83,"body":"hearing about is this 25%"},{"speaker":"Zack Oates","startTime":543.18,"endTime":547.83,"body":"increase in mobile conversions."},{"speaker":"Zack Oates","startTime":548.07,"endTime":551.7,"body":"I'd love to hear what is this?"},{"speaker":"Zack Oates","startTime":548.07,"endTime":551.7,"body":"Because I don't have all the"},{"speaker":"Zack Oates","startTime":551.7,"endTime":554.61,"body":"details about it. I just heard"},{"speaker":"Zack Oates","startTime":551.7,"endTime":554.61,"body":"that I'm supposed to be very"},{"speaker":"Zack Oates","startTime":554.61,"endTime":557.55,"body":"impressed. And someone tells me"},{"speaker":"Zack Oates","startTime":554.61,"endTime":557.55,"body":"a 25% increase in mobile"},{"speaker":"Zack Oates","startTime":557.55,"endTime":561.48,"body":"conversions. And I'm intrigued."},{"speaker":"Zack Oates","startTime":557.55,"endTime":561.48,"body":"So what's what's going on with"},{"speaker":"Zack Oates","startTime":561.48,"endTime":562.08,"body":"that, Alan?"},{"speaker":"Alan MaGee","startTime":562.65,"endTime":564.75,"body":"Yeah, so it was"},{"speaker":"Alan MaGee","startTime":562.65,"endTime":564.75,"body":"really interesting when I came"},{"speaker":"Alan MaGee","startTime":564.75,"endTime":567.75,"body":"with the churches, and we"},{"speaker":"Alan MaGee","startTime":564.75,"endTime":567.75,"body":"started digging into all of our"},{"speaker":"Alan MaGee","startTime":567.78,"endTime":572.73,"body":"web analytics data, and over 85%"},{"speaker":"Alan MaGee","startTime":567.78,"endTime":572.73,"body":"of our guests access the"},{"speaker":"Alan MaGee","startTime":572.73,"endTime":575.82,"body":"website, through their mobile"},{"speaker":"Alan MaGee","startTime":572.73,"endTime":575.82,"body":"phone, most of our guests, it's"},{"speaker":"Alan MaGee","startTime":575.82,"endTime":578.91,"body":"full mobile, not a lot of"},{"speaker":"Alan MaGee","startTime":575.82,"endTime":578.91,"body":"desktop, not a lot of tablet,"},{"speaker":"Alan MaGee","startTime":579.24,"endTime":582.72,"body":"right. So we're really kind of"},{"speaker":"Alan MaGee","startTime":579.24,"endTime":582.72,"body":"diving into, okay, this consumer"},{"speaker":"Alan MaGee","startTime":582.72,"endTime":585.96,"body":"behavior, they're on the go."},{"speaker":"Alan MaGee","startTime":582.72,"endTime":585.96,"body":"They're a little bit younger,"},{"speaker":"Alan MaGee","startTime":585.96,"endTime":588.66,"body":"they're very, you know, tech"},{"speaker":"Alan MaGee","startTime":585.96,"endTime":588.66,"body":"savvy, what information are"},{"speaker":"Alan MaGee","startTime":588.66,"endTime":591.45,"body":"looking for, for sale when we"},{"speaker":"Alan MaGee","startTime":588.66,"endTime":591.45,"body":"relaunched our listings product,"},{"speaker":"Alan MaGee","startTime":591.69,"endTime":594.9,"body":"and we started, people were"},{"speaker":"Alan MaGee","startTime":591.69,"endTime":594.9,"body":"looking at directions, hours of"},{"speaker":"Alan MaGee","startTime":594.9,"endTime":598.29,"body":"operations, all these key"},{"speaker":"Alan MaGee","startTime":594.9,"endTime":598.29,"body":"things, but to get there, you"},{"speaker":"Alan MaGee","startTime":598.29,"endTime":600.51,"body":"still have to go through two to"},{"speaker":"Alan MaGee","startTime":598.29,"endTime":600.51,"body":"three clicks. To find that"},{"speaker":"Alan MaGee","startTime":600.51,"endTime":603.51,"body":"information. So what we did is"},{"speaker":"Alan MaGee","startTime":600.51,"endTime":603.51,"body":"we launched what we call a"},{"speaker":"Alan MaGee","startTime":603.51,"endTime":608.88,"body":"mobile welcome. So when you pull"},{"speaker":"Alan MaGee","startTime":603.51,"endTime":608.88,"body":"up on your mobile web, it pops"},{"speaker":"Alan MaGee","startTime":608.88,"endTime":611.79,"body":"up at the bottom, it says"},{"speaker":"Alan MaGee","startTime":608.88,"endTime":611.79,"body":"churches, Chicken 2.3 miles"},{"speaker":"Alan MaGee","startTime":611.79,"endTime":617.25,"body":"away, open hours of operation,"},{"speaker":"Alan MaGee","startTime":611.79,"endTime":617.25,"body":"Order, order here, click, what I"},{"speaker":"Alan MaGee","startTime":617.25,"endTime":622.17,"body":"did is we removed the four to"},{"speaker":"Alan MaGee","startTime":617.25,"endTime":622.17,"body":"five clicks and made it one to"},{"speaker":"Alan MaGee","startTime":622.17,"endTime":624.42,"body":"two, give the guests that"},{"speaker":"Alan MaGee","startTime":622.17,"endTime":624.42,"body":"information. Even if they never"},{"speaker":"Alan MaGee","startTime":624.42,"endTime":627.3,"body":"click on anything, they see it's"},{"speaker":"Alan MaGee","startTime":624.42,"endTime":627.3,"body":"open. Okay, I'm going to go to"},{"speaker":"Alan MaGee","startTime":627.3,"endTime":629.97,"body":"that restaurant, or, oh, there's"},{"speaker":"Alan MaGee","startTime":627.3,"endTime":629.97,"body":"another one that's maybe closer"},{"speaker":"Alan MaGee","startTime":629.97,"endTime":633.39,"body":"to me, or they have delivery. So"},{"speaker":"Alan MaGee","startTime":629.97,"endTime":633.39,"body":"it just was putting the"},{"speaker":"Alan MaGee","startTime":633.39,"endTime":636.42,"body":"information in front of them"},{"speaker":"Alan MaGee","startTime":633.39,"endTime":636.42,"body":"making it more convenient. And"},{"speaker":"Alan MaGee","startTime":636.42,"endTime":638.97,"body":"literally, within the first"},{"speaker":"Alan MaGee","startTime":636.42,"endTime":638.97,"body":"couple days, we started seeing"},{"speaker":"Alan MaGee","startTime":639.54,"endTime":643.56,"body":"our conversion, clicks and"},{"speaker":"Alan MaGee","startTime":639.54,"endTime":643.56,"body":"ordering just it just was a"},{"speaker":"Alan MaGee","startTime":643.56,"endTime":646.56,"body":"straight line up. And I wasn't"},{"speaker":"Alan MaGee","startTime":643.56,"endTime":646.56,"body":"expecting that I thought we"},{"speaker":"Alan MaGee","startTime":646.56,"endTime":650.49,"body":"might see five or 6%. But it"},{"speaker":"Alan MaGee","startTime":646.56,"endTime":650.49,"body":"just boosted and actually"},{"speaker":"Alan MaGee","startTime":650.49,"endTime":650.97,"body":"maintained."},{"speaker":"Zack Oates","startTime":651.57,"endTime":655.05,"body":"Interesting. Yeah,"},{"speaker":"Zack Oates","startTime":651.57,"endTime":655.05,"body":"because I'm on the the website"},{"speaker":"Zack Oates","startTime":655.05,"endTime":659.19,"body":"right now. And it's just it,"},{"speaker":"Zack Oates","startTime":655.05,"endTime":659.19,"body":"it's a different, a different"},{"speaker":"Zack Oates","startTime":659.19,"endTime":662.94,"body":"feel. It's like it feels, and I"},{"speaker":"Zack Oates","startTime":659.19,"endTime":662.94,"body":"think that the important thing"},{"speaker":"Zack Oates","startTime":663.0,"endTime":667.98,"body":"is that it feels mobile. Right?"},{"speaker":"Zack Oates","startTime":663.0,"endTime":667.98,"body":"What what hurts is when you get"},{"speaker":"Zack Oates","startTime":667.98,"endTime":671.76,"body":"to a website, and they haven't"},{"speaker":"Zack Oates","startTime":667.98,"endTime":671.76,"body":"done anything to make it a"},{"speaker":"Zack Oates","startTime":671.76,"endTime":676.35,"body":"mobile website, and I think that"},{"speaker":"Zack Oates","startTime":671.76,"endTime":676.35,"body":"the principle here is that, look"},{"speaker":"Zack Oates","startTime":676.35,"endTime":681.36,"body":"at what your customers are"},{"speaker":"Zack Oates","startTime":676.35,"endTime":681.36,"body":"doing, and adapt to that. Right?"},{"speaker":"Zack Oates","startTime":681.39,"endTime":684.99,"body":"It drives me nuts, when you see"},{"speaker":"Zack Oates","startTime":681.39,"endTime":684.99,"body":"people that are saying, well,"},{"speaker":"Zack Oates","startTime":684.99,"endTime":687.42,"body":"all the customer has to do is"},{"speaker":"Zack Oates","startTime":684.99,"endTime":687.42,"body":"this and this and this and this,"},{"speaker":"Zack Oates","startTime":687.42,"endTime":691.56,"body":"it's like okay, well, now take"},{"speaker":"Zack Oates","startTime":687.42,"endTime":691.56,"body":"take my grandma, right? Is she"},{"speaker":"Zack Oates","startTime":691.56,"endTime":695.13,"body":"gonna know that? And guess what,"},{"speaker":"Zack Oates","startTime":691.56,"endTime":695.13,"body":"she's got an iPhone, and she's"},{"speaker":"Zack Oates","startTime":695.13,"endTime":698.19,"body":"looking up stuff she didn't a"},{"speaker":"Zack Oates","startTime":695.13,"endTime":698.19,"body":"year and a half ago, but she has"},{"speaker":"Zack Oates","startTime":698.19,"endTime":701.19,"body":"to now. And so it's just one of"},{"speaker":"Zack Oates","startTime":698.19,"endTime":701.19,"body":"those things where it's like,"},{"speaker":"Zack Oates","startTime":701.46,"endTime":705.12,"body":"make it easy, make it mobile"},{"speaker":"Zack Oates","startTime":701.46,"endTime":705.12,"body":"friendly, and make it aligned"},{"speaker":"Zack Oates","startTime":705.12,"endTime":707.94,"body":"with the guest expectations."},{"speaker":"Zack Oates","startTime":705.12,"endTime":707.94,"body":"Don't try to change the"},{"speaker":"Zack Oates","startTime":707.94,"endTime":709.38,"body":"expectations of the guest."},{"speaker":"Zack Oates","startTime":707.94,"endTime":709.38,"body":"Right?"},{"speaker":"Alan MaGee","startTime":709.89,"endTime":712.65,"body":"Exactly. One of the"},{"speaker":"Alan MaGee","startTime":709.89,"endTime":712.65,"body":"things that, you know, bothers"},{"speaker":"Alan MaGee","startTime":712.65,"endTime":716.4,"body":"me the most is you go into a"},{"speaker":"Alan MaGee","startTime":712.65,"endTime":716.4,"body":"website, you click on you click"},{"speaker":"Alan MaGee","startTime":716.4,"endTime":719.64,"body":"on a restaurant, you put order"},{"speaker":"Alan MaGee","startTime":716.4,"endTime":719.64,"body":"now. And then it takes you to"},{"speaker":"Alan MaGee","startTime":719.64,"endTime":722.58,"body":"another site. And you've got to"},{"speaker":"Alan MaGee","startTime":719.64,"endTime":722.58,"body":"then say, oh, choose my"},{"speaker":"Alan MaGee","startTime":722.58,"endTime":724.62,"body":"restaurant. I'm like, Why did"},{"speaker":"Alan MaGee","startTime":722.58,"endTime":724.62,"body":"you make me choose my restaurant"},{"speaker":"Alan MaGee","startTime":724.62,"endTime":727.44,"body":"twice, like you're making me go"},{"speaker":"Alan MaGee","startTime":724.62,"endTime":727.44,"body":"through so much work to get this"},{"speaker":"Alan MaGee","startTime":727.68,"endTime":730.62,"body":"to get there. So a lot of what"},{"speaker":"Alan MaGee","startTime":727.68,"endTime":730.62,"body":"we talked about is how do we"},{"speaker":"Alan MaGee","startTime":730.62,"endTime":733.65,"body":"just make everything super easy"},{"speaker":"Alan MaGee","startTime":730.62,"endTime":733.65,"body":"and simple and convenient. And"},{"speaker":"Alan MaGee","startTime":733.65,"endTime":736.38,"body":"like you say, lean into what"},{"speaker":"Alan MaGee","startTime":733.65,"endTime":736.38,"body":"your guests are doing, how"},{"speaker":"Alan MaGee","startTime":736.38,"endTime":739.32,"body":"they're using it. Another"},{"speaker":"Alan MaGee","startTime":736.38,"endTime":739.32,"body":"example was, a lot of our guests"},{"speaker":"Alan MaGee","startTime":739.35,"endTime":742.14,"body":"use coupons. And we had the"},{"speaker":"Alan MaGee","startTime":739.35,"endTime":742.14,"body":"coupons hidden on the website,"},{"speaker":"Alan MaGee","startTime":742.14,"endTime":745.38,"body":"two or three pages back, we put"},{"speaker":"Alan MaGee","startTime":742.14,"endTime":745.38,"body":"them on the front page, and make"},{"speaker":"Alan MaGee","startTime":745.38,"endTime":748.8,"body":"it real easy for the guest to"},{"speaker":"Alan MaGee","startTime":745.38,"endTime":748.8,"body":"find those coupons. We have our"},{"speaker":"Alan MaGee","startTime":748.8,"endTime":753.54,"body":"coupon redemption remains about"},{"speaker":"Alan MaGee","startTime":748.8,"endTime":753.54,"body":"the same. But we get our number"},{"speaker":"Alan MaGee","startTime":753.54,"endTime":760.17,"body":"of guest comments around. I"},{"speaker":"Alan MaGee","startTime":753.54,"endTime":760.17,"body":"can't find the coupons went down"},{"speaker":"Alan MaGee","startTime":760.17,"endTime":763.59,"body":"to almost zero. So we're solving"},{"speaker":"Alan MaGee","startTime":760.17,"endTime":763.59,"body":"we're solving a need for that"},{"speaker":"Alan MaGee","startTime":763.59,"endTime":764.67,"body":"guest that he's the boss."},{"speaker":"Zack Oates","startTime":764.97,"endTime":768.12,"body":"Yeah. And around"},{"speaker":"Zack Oates","startTime":764.97,"endTime":768.12,"body":"that guest feedback. I feel like"},{"speaker":"Zack Oates","startTime":768.12,"endTime":771.78,"body":"that's something too, that is"},{"speaker":"Zack Oates","startTime":768.12,"endTime":771.78,"body":"often really challenging in"},{"speaker":"Zack Oates","startTime":771.78,"endTime":777.3,"body":"today's environment, right? So"},{"speaker":"Zack Oates","startTime":771.78,"endTime":777.3,"body":"how do you find that everything"},{"speaker":"Zack Oates","startTime":777.3,"endTime":780.3,"body":"that you're talking about now is"},{"speaker":"Zack Oates","startTime":777.3,"endTime":780.3,"body":"all about the guest experience?"},{"speaker":"Zack Oates","startTime":780.39,"endTime":784.17,"body":"Right? It's, you haven't said"},{"speaker":"Zack Oates","startTime":780.39,"endTime":784.17,"body":"one single thing about you know,"},{"speaker":"Zack Oates","startTime":784.17,"endTime":788.79,"body":"the the ingredients or like the"},{"speaker":"Zack Oates","startTime":784.17,"endTime":788.79,"body":"Operation Desert it because all"},{"speaker":"Zack Oates","startTime":788.79,"endTime":791.13,"body":"of that is encompassed in the"},{"speaker":"Zack Oates","startTime":788.79,"endTime":791.13,"body":"guest experience. And when you"},{"speaker":"Zack Oates","startTime":791.13,"endTime":794.13,"body":"put that guest experience first,"},{"speaker":"Zack Oates","startTime":791.13,"endTime":794.13,"body":"everything else falls in line,"},{"speaker":"Zack Oates","startTime":794.16,"endTime":799.32,"body":"right? So how do you feel like"},{"speaker":"Zack Oates","startTime":794.16,"endTime":799.32,"body":"the guest experience is how"},{"speaker":"Zack Oates","startTime":799.32,"endTime":802.44,"body":"should people look at the guest"},{"speaker":"Zack Oates","startTime":799.32,"endTime":802.44,"body":"experience in today's modern"},{"speaker":"Zack Oates","startTime":802.44,"endTime":803.1,"body":"restaurant."},{"speaker":"Alan MaGee","startTime":804.75,"endTime":808.38,"body":"So I take a little"},{"speaker":"Alan MaGee","startTime":804.75,"endTime":808.38,"body":"bit of a, of a hospitality point"},{"speaker":"Alan MaGee","startTime":808.38,"endTime":810.51,"body":"of view on this. And I'll take a"},{"speaker":"Alan MaGee","startTime":808.38,"endTime":810.51,"body":"step back, because I spent a"},{"speaker":"Alan MaGee","startTime":810.51,"endTime":813.03,"body":"number of years in the hotel"},{"speaker":"Alan MaGee","startTime":810.51,"endTime":813.03,"body":"industry. And when you think"},{"speaker":"Alan MaGee","startTime":813.03,"endTime":815.94,"body":"about guests experience, we"},{"speaker":"Alan MaGee","startTime":813.03,"endTime":815.94,"body":"talked about putting the guests"},{"speaker":"Alan MaGee","startTime":815.94,"endTime":818.88,"body":"at the center of everything,"},{"speaker":"Alan MaGee","startTime":815.94,"endTime":818.88,"body":"right. But for that to be really"},{"speaker":"Alan MaGee","startTime":818.88,"endTime":822.72,"body":"effective, you've got to focus"},{"speaker":"Alan MaGee","startTime":818.88,"endTime":822.72,"body":"on your team members, and you've"},{"speaker":"Alan MaGee","startTime":822.72,"endTime":829.56,"body":"got to instill in them training,"},{"speaker":"Alan MaGee","startTime":822.72,"endTime":829.56,"body":"values, recognition, empathy,"},{"speaker":"Alan MaGee","startTime":829.68,"endTime":833.76,"body":"you've got to make sure that you"},{"speaker":"Alan MaGee","startTime":829.68,"endTime":833.76,"body":"your team is running top notch."},{"speaker":"Alan MaGee","startTime":834.0,"endTime":837.96,"body":"And if you focus on your"},{"speaker":"Alan MaGee","startTime":834.0,"endTime":837.96,"body":"immediate team members, then"},{"speaker":"Alan MaGee","startTime":837.99,"endTime":841.62,"body":"they're going to put the guests"},{"speaker":"Alan MaGee","startTime":837.99,"endTime":841.62,"body":"at the center. And I think too"},{"speaker":"Alan MaGee","startTime":841.62,"endTime":845.28,"body":"many times we think about, you"},{"speaker":"Alan MaGee","startTime":841.62,"endTime":845.28,"body":"know, how do we make the guest"},{"speaker":"Alan MaGee","startTime":845.31,"endTime":847.92,"body":"it's all about the guest, and we"},{"speaker":"Alan MaGee","startTime":845.31,"endTime":847.92,"body":"forget about the team members"},{"speaker":"Alan MaGee","startTime":847.92,"endTime":851.67,"body":"sometimes, but the team member"},{"speaker":"Alan MaGee","startTime":847.92,"endTime":851.67,"body":"is that is that super important"},{"speaker":"Alan MaGee","startTime":851.67,"endTime":855.09,"body":"link to giving that guests the"},{"speaker":"Alan MaGee","startTime":851.67,"endTime":855.09,"body":"best experiences possible."},{"speaker":"Alan MaGee","startTime":855.33,"endTime":858.3,"body":"Technology, yes, enhances that"},{"speaker":"Alan MaGee","startTime":855.33,"endTime":858.3,"body":"and kind of skips over the team"},{"speaker":"Alan MaGee","startTime":858.3,"endTime":861.6,"body":"member. Sometimes you talk about"},{"speaker":"Alan MaGee","startTime":858.3,"endTime":861.6,"body":"ordering or finding information."},{"speaker":"Alan MaGee","startTime":862.41,"endTime":864.96,"body":"But ultimately, they're still"},{"speaker":"Alan MaGee","startTime":862.41,"endTime":864.96,"body":"going to have some level of"},{"speaker":"Alan MaGee","startTime":864.99,"endTime":868.02,"body":"engagement with them. So you"},{"speaker":"Alan MaGee","startTime":864.99,"endTime":868.02,"body":"know, I think about as the guest"},{"speaker":"Alan MaGee","startTime":868.02,"endTime":873.15,"body":"is at the center, but the focus"},{"speaker":"Alan MaGee","startTime":868.02,"endTime":873.15,"body":"on your team, and and their"},{"speaker":"Alan MaGee","startTime":873.15,"endTime":876.57,"body":"experience, then helps elevate"},{"speaker":"Alan MaGee","startTime":873.15,"endTime":876.57,"body":"what the gaskets"},{"speaker":"Zack Oates","startTime":876.63,"endTime":879.96,"body":"Yeah, it's like,"},{"speaker":"Zack Oates","startTime":876.63,"endTime":879.96,"body":"yeah, the customers, the guests"},{"speaker":"Zack Oates","startTime":879.96,"endTime":882.87,"body":"is at the center, but the team"},{"speaker":"Zack Oates","startTime":879.96,"endTime":882.87,"body":"is what keeps them there, right."},{"speaker":"Zack Oates","startTime":883.05,"endTime":886.53,"body":"And when the team starts to kind"},{"speaker":"Zack Oates","startTime":883.05,"endTime":886.53,"body":"of fall apart, it's like this"},{"speaker":"Zack Oates","startTime":886.65,"endTime":890.28,"body":"wall that gets broken down and"},{"speaker":"Zack Oates","startTime":886.65,"endTime":890.28,"body":"then the customer no longer"},{"speaker":"Zack Oates","startTime":890.28,"endTime":893.28,"body":"becomes a center because, but I"},{"speaker":"Zack Oates","startTime":890.28,"endTime":893.28,"body":"love what you said because one"},{"speaker":"Zack Oates","startTime":893.28,"endTime":896.4,"body":"of the things you know, I run a"},{"speaker":"Zack Oates","startTime":893.28,"endTime":896.4,"body":"hospitality technology company,"},{"speaker":"Zack Oates","startTime":896.58,"endTime":899.85,"body":"but the thing that I always tell"},{"speaker":"Zack Oates","startTime":896.58,"endTime":899.85,"body":"people is you can't take humans"},{"speaker":"Zack Oates","startTime":899.85,"endTime":903.96,"body":"out. hospitality. You can't,"},{"speaker":"Zack Oates","startTime":899.85,"endTime":903.96,"body":"technology can be there to help"},{"speaker":"Zack Oates","startTime":903.99,"endTime":908.1,"body":"augment it, but not replace it."},{"speaker":"Zack Oates","startTime":903.99,"endTime":908.1,"body":"Because at the end of the day,"},{"speaker":"Zack Oates","startTime":908.55,"endTime":912.9,"body":"if you want to be a manufacturer"},{"speaker":"Zack Oates","startTime":908.55,"endTime":912.9,"body":"of food, then sell to grocery"},{"speaker":"Zack Oates","startTime":912.9,"endTime":917.4,"body":"stores, right? If you want to be"},{"speaker":"Zack Oates","startTime":912.9,"endTime":917.4,"body":"a restaurant brand, then you"},{"speaker":"Zack Oates","startTime":917.4,"endTime":920.85,"body":"have to have that hospitality."},{"speaker":"Zack Oates","startTime":917.4,"endTime":920.85,"body":"So I love that. Alan, what final"},{"speaker":"Zack Oates","startTime":920.85,"endTime":922.56,"body":"piece of advice would you have"},{"speaker":"Zack Oates","startTime":920.85,"endTime":922.56,"body":"to our listeners?"},{"speaker":"Alan MaGee","startTime":924.659,"endTime":926.489,"body":"As it comes to all"},{"speaker":"Alan MaGee","startTime":924.659,"endTime":926.489,"body":"things, digital marketing"},{"speaker":"Alan MaGee","startTime":926.489,"endTime":931.619,"body":"technology, my my biggest piece"},{"speaker":"Alan MaGee","startTime":926.489,"endTime":931.619,"body":"of advice is the same. We talk a"},{"speaker":"Alan MaGee","startTime":931.619,"endTime":936.059,"body":"lot about progress over"},{"speaker":"Alan MaGee","startTime":931.619,"endTime":936.059,"body":"perfection. And we don't spend a"},{"speaker":"Alan MaGee","startTime":936.059,"endTime":940.379,"body":"lot of time on getting getting"},{"speaker":"Alan MaGee","startTime":936.059,"endTime":940.379,"body":"things 100% perfect. But we"},{"speaker":"Alan MaGee","startTime":940.379,"endTime":944.339,"body":"focus on how do we make things"},{"speaker":"Alan MaGee","startTime":940.379,"endTime":944.339,"body":"incrementally better every"},{"speaker":"Alan MaGee","startTime":944.339,"endTime":946.889,"body":"single day, like we talked"},{"speaker":"Alan MaGee","startTime":944.339,"endTime":946.889,"body":"about, and the listings or the"},{"speaker":"Alan MaGee","startTime":946.919,"endTime":950.459,"body":"mobile experience and social"},{"speaker":"Alan MaGee","startTime":946.919,"endTime":950.459,"body":"media with community management,"},{"speaker":"Alan MaGee","startTime":950.609,"endTime":953.279,"body":"always trying to figure out what"},{"speaker":"Alan MaGee","startTime":950.609,"endTime":953.279,"body":"are those one to two things that"},{"speaker":"Alan MaGee","startTime":953.279,"endTime":956.699,"body":"we can get incrementally better"},{"speaker":"Alan MaGee","startTime":953.279,"endTime":956.699,"body":"solve those, find two or three"},{"speaker":"Alan MaGee","startTime":956.699,"endTime":960.419,"body":"more. And then when you look"},{"speaker":"Alan MaGee","startTime":956.699,"endTime":960.419,"body":"back at it, you go, Wow, we made"},{"speaker":"Alan MaGee","startTime":960.419,"endTime":964.079,"body":"some major progress. And it"},{"speaker":"Alan MaGee","startTime":960.419,"endTime":964.079,"body":"wasn't like one big thing. I"},{"speaker":"Alan MaGee","startTime":964.079,"endTime":967.829,"body":"like to talk in analogies and I"},{"speaker":"Alan MaGee","startTime":964.079,"endTime":967.829,"body":"say, you know, I like to hit a"},{"speaker":"Alan MaGee","startTime":967.829,"endTime":970.469,"body":"lot of singles and doubles, you"},{"speaker":"Alan MaGee","startTime":967.829,"endTime":970.469,"body":"score a lot of runs"},{"speaker":"Alan MaGee","startTime":971.1,"endTime":971.88,"body":"in baseball."},{"speaker":"Alan MaGee","startTime":972.09,"endTime":975.93,"body":"And I'm not saying don't swing"},{"speaker":"Alan MaGee","startTime":972.09,"endTime":975.93,"body":"for the fences. But if you if"},{"speaker":"Alan MaGee","startTime":975.93,"endTime":978.39,"body":"you're getting men on base,"},{"speaker":"Alan MaGee","startTime":975.93,"endTime":978.39,"body":"you're gonna score and then"},{"speaker":"Alan MaGee","startTime":978.39,"endTime":980.25,"body":"eventually a pitch comes right"},{"speaker":"Alan MaGee","startTime":978.39,"endTime":980.25,"body":"down in the middle and you can"},{"speaker":"Alan MaGee","startTime":980.25,"endTime":983.67,"body":"swing for the fence. But if"},{"speaker":"Alan MaGee","startTime":980.25,"endTime":983.67,"body":"you're swinging for the fence,"},{"speaker":"Alan MaGee","startTime":983.76,"endTime":986.97,"body":"you're gonna you're you're gonna"},{"speaker":"Alan MaGee","startTime":983.76,"endTime":986.97,"body":"be losing a lot of time of"},{"speaker":"Alan MaGee","startTime":986.97,"endTime":989.49,"body":"trying to hit that that one"},{"speaker":"Alan MaGee","startTime":986.97,"endTime":989.49,"body":"perfect pitch. And so go for"},{"speaker":"Alan MaGee","startTime":989.49,"endTime":992.37,"body":"those singles and doubles. And"},{"speaker":"Alan MaGee","startTime":989.49,"endTime":992.37,"body":"it puts a lot of runs on the"},{"speaker":"Alan MaGee","startTime":992.37,"endTime":992.76,"body":"board."},{"speaker":"Zack Oates","startTime":993.179,"endTime":995.609,"body":"Love though here are"},{"speaker":"Zack Oates","startTime":993.179,"endTime":995.609,"body":"my takeaways. One, look at your"},{"speaker":"Zack Oates","startTime":995.609,"endTime":998.819,"body":"customer digital lifecycle to"},{"speaker":"Zack Oates","startTime":995.609,"endTime":998.819,"body":"make the experience better and"},{"speaker":"Zack Oates","startTime":998.819,"endTime":1002.419,"body":"easier. I loved your framework"},{"speaker":"Zack Oates","startTime":998.819,"endTime":1002.419,"body":"of demand generation and demand"},{"speaker":"Zack Oates","startTime":1002.419,"endTime":1006.799,"body":"capturing number two, do a deep"},{"speaker":"Zack Oates","startTime":1002.419,"endTime":1006.799,"body":"dive on your menu and"},{"speaker":"Zack Oates","startTime":1006.799,"endTime":1010.579,"body":"nutritionals and make it really"},{"speaker":"Zack Oates","startTime":1006.799,"endTime":1010.579,"body":"easy for people to find. I think"},{"speaker":"Zack Oates","startTime":1010.579,"endTime":1014.299,"body":"that is a that's a great, really"},{"speaker":"Zack Oates","startTime":1010.579,"endTime":1014.299,"body":"low hanging piece of actionable"},{"speaker":"Zack Oates","startTime":1014.299,"endTime":1017.329,"body":"feedback, actionable advice."},{"speaker":"Zack Oates","startTime":1014.299,"endTime":1017.329,"body":"Number three, look at your"},{"speaker":"Zack Oates","startTime":1017.329,"endTime":1020.479,"body":"customer web journey and make"},{"speaker":"Zack Oates","startTime":1017.329,"endTime":1020.479,"body":"sure that it's mobile friendly."},{"speaker":"Zack Oates","startTime":1020.509,"endTime":1024.019,"body":"See how are they using it? What"},{"speaker":"Zack Oates","startTime":1020.509,"endTime":1024.019,"body":"is the experience for put"},{"speaker":"Zack Oates","startTime":1024.019,"endTime":1026.629,"body":"customers at the center by"},{"speaker":"Zack Oates","startTime":1024.019,"endTime":1026.629,"body":"putting your team in top"},{"speaker":"Zack Oates","startTime":1026.629,"endTime":1029.899,"body":"priority? And the number five"},{"speaker":"Zack Oates","startTime":1026.629,"endTime":1029.899,"body":"progress over perfection? Look"},{"speaker":"Zack Oates","startTime":1029.899,"endTime":1033.709,"body":"for those incremental wins,"},{"speaker":"Zack Oates","startTime":1029.899,"endTime":1033.709,"body":"wins. You score with singles. I"},{"speaker":"Zack Oates","startTime":1033.709,"endTime":1036.559,"body":"love that. Alan, how do people"},{"speaker":"Zack Oates","startTime":1033.709,"endTime":1036.559,"body":"find you follow you?"},{"speaker":"Alan MaGee","startTime":1037.76,"endTime":1040.91,"body":"They can find me on"},{"speaker":"Alan MaGee","startTime":1037.76,"endTime":1040.91,"body":"LinkedIn. look me up, hit me up"},{"speaker":"Alan MaGee","startTime":1040.91,"endTime":1044.18,"body":"with a direct message always"},{"speaker":"Alan MaGee","startTime":1040.91,"endTime":1044.18,"body":"happy to collaborate with other"},{"speaker":"Alan MaGee","startTime":1044.18,"endTime":1045.77,"body":"folks in marketing or in the"},{"speaker":"Alan MaGee","startTime":1044.18,"endTime":1045.77,"body":"industry."},{"speaker":"Zack Oates","startTime":1046.34,"endTime":1049.22,"body":"Awesome. Well, Alan"},{"speaker":"Zack Oates","startTime":1046.34,"endTime":1049.22,"body":"for helping us get hope that"},{"speaker":"Zack Oates","startTime":1049.22,"endTime":1051.83,"body":"there is somewhere out there a"},{"speaker":"Zack Oates","startTime":1049.22,"endTime":1051.83,"body":"fountain of youth and for"},{"speaker":"Zack Oates","startTime":1051.83,"endTime":1054.86,"body":"distilling us with some great"},{"speaker":"Zack Oates","startTime":1051.83,"endTime":1054.86,"body":"frameworks and actionable items."},{"speaker":"Zack Oates","startTime":1054.86,"endTime":1058.31,"body":"Today's ovation goes to you."},{"speaker":"Zack Oates","startTime":1054.86,"endTime":1058.31,"body":"Thank you so much for joining us"},{"speaker":"Zack Oates","startTime":1058.31,"endTime":1059.21,"body":"and given Ovation."},{"speaker":"Alan MaGee","startTime":1060.26,"endTime":1060.92,"body":"Thanks so much."},{"speaker":"Zack Oates","startTime":1062.27,"endTime":1065.0,"body":"Glad you're with us"},{"speaker":"Zack Oates","startTime":1062.27,"endTime":1065.0,"body":"today. And thank you, thank you"},{"speaker":"Zack Oates","startTime":1065.0,"endTime":1067.91,"body":"to the risk takers, the"},{"speaker":"Zack Oates","startTime":1065.0,"endTime":1067.91,"body":"troublemakers, the crazies who"},{"speaker":"Zack Oates","startTime":1067.91,"endTime":1070.94,"body":"are keeping this world clothed"},{"speaker":"Zack Oates","startTime":1067.91,"endTime":1070.94,"body":"and fed. You're the ones who"},{"speaker":"Zack Oates","startTime":1070.94,"endTime":1074.72,"body":"deserve an ovation. Again, this"},{"speaker":"Zack Oates","startTime":1070.94,"endTime":1074.72,"body":"podcast was sponsored by ovation"},{"speaker":"Zack Oates","startTime":1074.9,"endTime":1077.99,"body":"to see how we can help you grow"},{"speaker":"Zack Oates","startTime":1074.9,"endTime":1077.99,"body":"your business go to Ovation Up"},{"speaker":"Zack Oates","startTime":1078.02,"endTime":1082.19,"body":"calm. Don't forget to subscribe"},{"speaker":"Zack Oates","startTime":1078.02,"endTime":1082.19,"body":"and as always, remember to give"},{"speaker":"Zack Oates","startTime":1082.19,"endTime":1084.35,"body":"someone in your life an ovation"},{"speaker":"Zack Oates","startTime":1082.19,"endTime":1084.35,"body":"today"}]}