Guest Article
www.parkworld-online.com
Surviving in a post-Corona world
pixavril/Adobe Stock
Sam Zietz, CEO of business automation platform specialists GRUBBRR, explains how the customer experience might be improved – and fear removed – when the industry is able to re-open
A
s COVID-19 sweeps through the nation and the world, every industry is being forced to rethink its approach to business. These
changes will likely last for years to come, far after social distancing protocols are offi cially suspended. Not the least among these industries facing signifi cant changes is amusement parks. In order to re-capture the business of amusement park goers post- COVID-19, one must fi rst regain their trust.
Making visitors feel safe
Even after social distancing measures are lifted, many potential visitors will still feel extremely wary about re-entering public spaces, especially public spaces like amusement parks that tend to draw large crowds in almost exclusively shared spaces.
It is important that parks clearly demonstrate that cleanliness and hygiene are top-priority issues. All food vendors should wear gloves and hair coverings. Cleaning staff should be visible and present at all times, and workers should be regularly disinfecting areas that many people touch, including handlebars on rides, fences, and ticket machines. Moreover, it is vital that parks are open and transparent about the procedures that they are planning on implementing.
APRIL/MAY 2020
Parks should address concerns over cleanliness and health-related safety head-on with consumers in order to rebuild trust.
Technology: self-service kiosks Introducing new and innovative technologies into amusement parks will play a key role in creating safer park environments and re-establishing a trusting relationship with visitors. Beyond the question of health-safety, self-service
kiosks improve the customer experience by 38%. Kiosks create the ability to deliver a wider range of products and services, and allow customers to serve themselves when and where it is convenient for them. Kiosks also provide easily accessible information to aid the customer in making better buying decisions, and increase the average ticket by 12-22% by offering a perfect and customised up-sell every time. Self-service kiosks also maximise convenience for
consumers by decreasing lines and wait times. A study reports that most consumers associate each second of waiting time with an additional $0.05 cost, which corresponds with an hourly cost rate of almost 10 times the average wage of $18/hour. Self-service kiosks can help eliminate these extra costs by reducing wait times.
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