EN - Convious Magazine 2nd edition

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Movie Park Germany © 2022 CBS Studios Inc. All Rights Reserved HOW TO CREATE unforgettable experiences in The Age of Intelligence MAGAZINE | EDITION N°2 QUIZ Where do you stand in the e-commerce maturity model? BONUS Find a surprise inside your magazine! NO MORE QUEUING FOR FOOD! TIPS TO REACH MORE PEOPLE THE RIGHT WAY 5

LETTER FROM CONVIOUS

We can’t believe this is already the second edition of this magazine! If you were here for the first one then you will probably notice some major changes.

Convious saw tremendous growth over the last year, going from 30 to more than 80 employees, expanding with new offices in four countries, broadening our offering, and almost doubling our partner base. This has all been fueled by the capital we raised, which has helped to strengthen our company. For that, we are eternally grateful.

All this change solidifies the fact that we know we are on the right track, but more importantly that our industry acknowledges that. In last year’s edition we were saying how proud we are to be part of such an evolving industry. This couldn’t be more true today!

With everything that happened these last few years, we can all agree that digitalisation is here to stay. And this is great news for our industry! When leisure meets technology, the whole visitor’s experience only finds itself enhanced and improved. The possibilities are limitless.

We have noticed an enormous change in the mindset of our partners, they understand how with the right technology, they can offer best-in-class experience to their visitors. Before, During and After they visit the venue.

Our dream for the experience economy is for it to be seen as it is: not just something fun, but also an industry that is imperative for our wellbeing and a big part of our economy. Since the chances weren’t set fairly in the first place, with the industry having so little access to crucial resources such as technology, we want to bring that balance back. By being the right partner for you on this journey.

Let us focus on what we do best, while you focus on what you do best: offer memorable experiences.

And to kick-off this second edition of our magazine, we would like to thank our partners. Thank you for trusting us with what is most important to you. We believe that this partnership model is not only about delivering technology, but making sure it works in the right way for your business. For that, we will keep growing with you.

And to all of you who might be interested in starting a conversation with us: we work on a model that relies on trust. So, if you’re still hesitating, reach out to any of our partners, they will tell you everything you want to know. If you’re still curious after that, our doors are always open.

Together, we will build tomorrow’s experience economy.

CEO Convious Camiel Kraan,

TABLE OF CONTENT 32 26

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MANAGE ALL YOUR CHANNELS WITH THE CONVIOUS SWITCH 18 10 10 12 21 27 INTRODUCTION 06 REACHING MORE PEOPLE THE RIGHT WAY 10 MAKE THE MOST OF GOOGLE THINGS TO DO: FOR FREE! 11 STAY TOP-OF- MIND WITH PERSONALISED MARKETING 12 MAKE SURE THE PRICE IS RIGHT 14 STREAMLINE THEIR JOURNEY 15 STAY IN CONTROL OF YOUR SALES 16 STOP STRUGGLING WITH YOUR POINT OF SALES 22 FINE-TUNE THE EXPERIENCE WITH UPSELLING 24 HOP INTO TAP & HAVE YOUR OWN APP 25 PUT A SMILE ON THEIR FACES WITH MOBILE FOOD ORDERING 26 KEEP GUESTS HAPPIER AND SAFER WITH CROWD CONTROL 27 MAKE YOUR VISITORS PART OF YOUR BRAND’S STORY WITH THE RIGHT FEEDBACK MANAGEMENT 32 KEEP THEM COMING BACK FOR MORE 31 BEFORE THE VISIT DURING THE VISIT AFTER THE VISIT

CREATING UNFORGETTABLE EXPERIENCES IN THE AGE OF INTELLIGENCE

Just a few years ago, if you wanted to know what your visitors were thinking, you’d need to hire a team of market researchers to conduct expensive, timeconsuming surveys. The researchers would then analyze the data to the best of their ability. Based on their findings, you could adjust your strategy and hope to please as many visitors as possible. It wasn’t the most reliable way of working. But back then, it was all we had.

We are now living in the Age of Intelligence. Many experts refer to our modern era as the Fourth Industrial Revolution: a time in which

automated data-driven technologies are enabling us to work with greater speed and efficiency than ever.

Today, you no longer need to rely on expensive, time-consuming market research to know what your customers want. Now, it's easier than ever to capture powerful data insights each time a customer interacts with your brand, whether online or offline. And by applying those data insights in real time, you can offer your visitors the fully personalized experience they expect— before, during and after their visit.

Putting out fires?

Parks, zoos and other attractions often struggle to keep a clear, efficient overview of their visitors’ experience. If you do not have the right tools, a full venue on a nice sunny day can quickly turn into an overwhelming workload. When that happens, it often feels like you are rushing to “put out a fire” in one area, only to turn around and see that another fire has broken out somewhere else.

Now, there is an easier way to keep up with the fast pace of a busy day. We build solutions that put you in complete control of your visitor experience, at every stage of the visitor journey—from smart automated marketing and dynamic pricing before the visit, to personalized messaging and interaction during the visit, to strategic follow-up and relationship building after the visit.

If you are continually having to log in to multiple systems and manually check important data points, there is no way to maintain a clear, efficient overview. The Convious Control Panel gives you a single dashboard filled with important information and options to interact with your customers in more meaningful ways, so you give them an experience of a lifetime each time they visit your attraction.

Global mega-attractions have long benefited from the power of data-driven visitor journeys. We’ve made it our mission to bring the same powerful technologies to attractions of all sizes and in all segments of the leisure industry. In this magazine, you’ll discover real-life examples and inspiring ideas that show how our data-driven solutions add the wow-factor to your visitors’ experience. And how you and your team can stop “putting out fires” and start operating with greater efficiency in the Age of Intelligence.

Intelligence Today 1st Industrial Revolution Steam 1760-1820 3rd Industrial Revolution Computing 1900s Electricity 1820-1920

1BEFORE THE VISIT

QUESTIONS:

1- How can visitors buy tickets to your venue?

A - Visitors can only buy tickets at the entrance or through resellers

B - Visitors can buy tickets through our website

C - Visitors can buy tickets at the entrance and online

D - Visitors can buy tickets at the entrance, online or through resellers

2- How do you keep track of your ticket sales?

A - I write everything in a notebook

B - I put everything in an excel sheet

C - I can follow them in my CRM*

D - I can follow them and see reports in my CRM

3 - What ticket types do you offer?

A - Only one type, at a single price

B - At least two with different prices (e.g. kids, adults)

C - Visitors can choose between dated/undated and ticket type

D - Different types including group bookings, dated, season pass, promotions…

4 - How do you manage your resellers?

A - We arrange everything on the phone or by email

B - We put all the tickets by hand through their website

C - We don't work with resellers

D - We centralise everything through my eCommerce platform

5 - How do you advertise your venue?

A - We don't advertise or we work with word of mouth

B - We advertise around our location on boards

C - We advertise only on social media and with special sales (discounts, coupons…)

D - We work with SEA** and social media advertising

CONVIOUS QUIZ WHERE DO YOU STAND IN THE ECOMMERCE MATURITY MODEL?

6 - What do you do for your Conversion Rate Optimization

A - Conversion… what?

B - We try to make our checkout process as easy as possible

C - We have tracking tools to target the right audiences and personalise our content

D - We automate everything (e.g. emails, engagement tools…)

7 - How do you handle your pricing?

A - We have a fixed price policy

B - We have different prices according to ticket types (e.g. adults, children…)

C - It is possible to apply discounts and vouchers on our ticket shop

D - Our prices are dynamic and change according to different factors (e.g. weather, past demand, forecast…)

8 - How do you manage your visitor capacity?

A - I don't really manage it

B - I know my maximum capacity and stop selling when I have reached it

C - I use time slots to spread our visitor flow

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D - I have different crowd control tools based on my data (e.g. predictions, visitor insights, check-in…)

9 - How do you use your data?

A - Wait, I have data??

B - It allows me to know what my visitors think of my venue

C - I use it to target the right audiences

D - I have access to in depth reports that allow me to make informed decisions

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YOUR SCORINGS

MAJORITY OF A'S Crawling Stage

You are on the first stage of your eCommerce journey, so much unexplored potential at the palm of your hand. And it all starts with your visitors' digital journey and the usage of all this data you have! Ready to take it to the next level?

MAJORITY OF B'S Walking Stage

You are starting to realise the potential of your eCommerce. The “walk” stage of the eCommerce maturity model is home to those who have managed to build a decentlooking website which also includes an online ticket shop, which could profit from more optimisation. But you're not making the most of all your data just yet! It's not a bad starting point, but there are still a number of things that will make the difference between staying stuck in this "walk" phase or moving onto a "running" one.

MAJORITY OF C'S Running Stage

This is where you want to be. When you’re running, you can leverage inertia. It means you are actually using powerful tools! Which allows you to achieve higher ROI, through the implementation of smart and automated technologies. These technologies improve your efficiency in terms of serving your visitors at every stage of their journey. But there is still some potential you could explore!

MAJORITY OF D'S Flying Stage

When you’re “flying”, you are integrating all of the areas within your venue with smart technologies that have the potential to transform the way your business operates. Venues who are already mature enough to be in this stage, have put Conversion Rate Optimization at the fore-front of their strategy and are leveraging the data gathered from their visitors for continuous optimization of their experience. You have successfully implemented AI in your processes and realised how much of a difference it makes in your daily work. There are not many attractions which are leveraging advanced machine-learning and artificial intelligence in their venue’s strategy, so you are definitely one of a kind!

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MORE ABOUT THE ECOMMERCE MATURITY MODEL RIGHT HERE
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REACHING MORE PEOPLE THE RIGHT WAY

5 tips why you should start advertising

“Why should I spend money on advertising when other customers can already find me without it?” This is an often-heard question in the attractions market. Here are five reasons why you should advertise your attractionbecause if you’re not… you and your visitors could be missing out!

TIP 3:

It’s easy to control your traffic.

Stop traffic being sent to your competitors or resellers by using advertising to gain greater control. It also makes it easier to run promotions - whether you’ve opened a new roller coaster or a baby elephant has been born.

TIP 4:

TIP

1: Advertising generates more traffic.

In the cut-throat online world, it’s easy for your customers to migrate to your competitor if you’re relying on organic search alone. Studies show that 89% of the traffic generated by search ads is not replaced by organic clicks. With our automated campaign creations, we can assist you by targeting the right audience so you can reach your goals.

TIP 2:

Advertising using your branded keywords is cheap!

When you use the right keywords within your advertising, you can generate high levels of traffic with low cost-per-click content, resulting in a big return on investment. With our real-time bidding models, we make sure you get the most out of your online traffic.

Reconnect with your traffic.

With our automated audience segmentation, we can help you create a strategy to reconnect with your audience, secure their next visit and attach them to your business for the long term.

TIP 5: Customer insights.

Convious is the number one data player in the attractions industry. We can help you better understand which stage of the customer journey your visitor is at. Then, we help you adjust your online strategy accordingly.

Streamline your advertising journey with Convious

With our advertising module, you can drive significant growth by creating data-informed campaigns set up for success.

WANT TO KNOW MORE ABOUT ADVERTISING? CONTACT US THROUGH THE QR CODE!

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MAKE THE MOST OF GOOGLE THINGS TO DO: FOR FREE!

The customer journey starts long before visitors walk through the doors of your venue. Your brand needs to be front-of-mind as soon as visitors begin their researchwhich is where advertising comes in.

A recent addition to the pre-visit stage of the customer journey is Google “Things to do”, a new format of search results that immediately presents online users with an overview of your attraction’s most important information, including rating, operator and price. The presence of Google Things to do ads makes it even more important for marketers and operators to have streamlined booking infrastructures.

At Convious, we understand how important it is that the booking process is as straightforward as possible. This is why we have integrated with Google’s Things to do functionality to streamline the visitor’s purchasing experience.

The integration has been tested over several months and received positive feedback from our partners.

The combination of our solution and Google Things to do helps you to target and retarget your audience by highlighting potential destinations. These destinations can appear as an admission listing with real-time pricing and later as an experience listing with photos and additional key information. Customers can also book tickets through the Google Things to do sidebar directly from the attraction’s website.

We look forward to continuing and strengthening the partnership, providing increased exposure and visibility for attractions.

We have decided to offer this new functionality for Free to our partners while expanding it. And they always have the option to go even further with paid advertising!

MORE ABOUT GOOGLE THINGS TO DO

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STAY TOP-OFMIND WITH PERSONALISED MARKETING

76%

71%

With more and more people going online and businesses going digital, consumers of today are often exposed to heavy choice overload. They are bombarded with unfiltered messages and bad user experiences across industries.

Therefore, there is no exception for the attractions industry. Here as well, personalisation is no longer seen as a “nice-to-have” but a customer expectation. Here are a few examples of the ways personalisation can be leveraged:

Send guests a notification informing them of special offers that are only available to season pass owners.

Remind visitors they have a show starting later that day they have tickets for. It’s a notification they’ll certainly be pleased to receive.

Send personalised recommendations based on audience segmentation data. According to recent research, 81% of consumers are willing to share basic personal information in exchange for personalised experiences.

Target your messaging based on where the customer is in the purchase journey. Your marketing should be different depending on whether a visitor is yet to visit an attraction, is currently visiting, or has just returned from their visit.

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GET FRUSTRATED WITH GENERIC EXPERIENCE CONSUMERS EXPECT PERSONALIZATION

How Convious can meet your customers’ personalisation expectations

With our engagement tools, partners can target users by selecting from a list of defined audiences and designing personalised messages for them. Once the user consents to personalisation on the given device, he or she will be grouped within the version of the audience they belong to.

Our web-based tools, including WonderBar, our Trigger Button, customisable text, and our pop-up messages,

can all help turn interested customers into venue visitors. Our mobile offerings, including push notifications and ad placements, can also grab your audiences’ attention wherever they are.

In the attractions sector, attractive marketing can transform interested observers into fee-paying visitors. With Convious, partners have a few different solutions to help with pre-sales marketing:

Pop ups

More than 70% of users leave a website without taking any action. This means a lot of lost sales opportunities. Exit intent popups can be shown to your visitors to give them another option when navigating away from a webpage. But don’t be pushy. Instead, have a clear call to action and show empathy regarding the visitor’s decision to leave.

WonderBar

By being at the top of every webpage it is a more subtle but very powerful tool because it is always visible yet less confronting. The WonderBar is an engagement tool designed exclusively for Conversion Rate Optimisation (CRO). It can show online visitors new offers, the packages and tickets you are offering and eventually turns them into paying customers.

Email marketing

Across all sectors, the cart abandonment rate stands at over 80%, which means many consumers showed interest in making a purchase but ultimately didn’t go through with it. Cart abandonment email marketing can remind customers to finish what they started. For example at Convious we once made more than 13% of purchases in a month through sending cart abandonment emails.

Push Notifications

Push Notifications can be a hugely effective tool within your pre-sale marketing strategy. They are a great way of maintaining engagement, providing website visitors with information on deals, new releases or upsell opportunities. It’s also an effective way of helping your brand develop an ongoing relationship with the customer.

HOW CONVIOUS CAN HELP YOU WITH YOUR MARKETING RIGHT HERE

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MAKE SURE THE PRICE IS RIGHT

There are several different factors that influence the optimal price for your offer. Although it may initially seem like the lowest-priced item would generate the highest sales, research into the psychological impact of pricing has shown this isn’t necessarily the case. There’s plenty of evidence that finding the right price for your product or service depends on comparison, context, and other factors. Cheapest doesn’t necessarily mean best.

Name your own price

Never thought your guests would be able to name their own price when attending an attraction? Well, now they can!

Name Your Own Price, or NYOP, is an advanced online pricing strategy where venues give their online visitors and customers the ability to place a bid on a product or service. It works like this:

Dynamic Pricing

At Convious, we offer our partners real-time pricing (RTP) also called Dynamic Pricing using data from various systems so they can make pricing decisions as early as possible.

Dynamic pricing is ideal for any experience where demand varies significantly. Instead of requiring manual input, dynamic pricing automatically adjusts your prices to your market. And, most importantly, visitors love it!

1. The venue tells the user they can bid for a product, such as an entry ticket.

2. The user names his or her own price, informing the venue that “I am willing to pay up to X amount (let’s say €12) to buy this ticket.”

3. The venue accepts or declines the offer based on a range of prices previously established.

“Thanks to price personalisation and Convious’ mobile-oriented checkout, our online visitors engaged more during their online booking experience. This led to more direct bookings and decreased dependency on third parties!”

“People want to be in charge of what they pay for an attraction. So it actually works well for us and works well for the customer. We are very happy with the results.”

Incorporating gamification in your pricing strategy

“If I could give one more piece of advice to other entrepreneurs, it would be that it really pays off to innovate with technology. We are particularly pleased with the RealTime Pricing feature. RTP answers the big question we all have in our industry: How to smooth the peaks and fill the lows. RTP is the answer. It has helped us to give our business a new impulse!”

In the leisure industry, gamification could involve a progress bar signifying how near to the end of a queue a visitor is or encouraging guests to visit certain areas of a site and submit a photo to earn points. In terms of your pricing strategy, your visitors can be incentivised to engage more deeply with your venue in exchange for a more desirable price as part of the NYOP strategy.

Valley.

It’s a “win-win” approach. Visitors get to enjoy the gamified elements of your strategy, and get a more optimal price, while you can foster more engagement and loyalty from your visitors.

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Monique Putters, Head of Reception at Resort Mooi Bemelen Maaike Schroeder, Marketing Manager at Sea Life Scheveningen

STREAMLINE THEIR JOURNEY

The customer journey isn’t always straightforward. Even if you’ve managed to attract visitors to your website or app, even if you’ve got them to add a ticket to their online basket, a sale isn’t complete until it’s been f ormally processed.

The average website conversion rate stands at just 2.35%, which highlights how difficult it is to translate interest into sales. Almost 70% of shopping carts are left abandonedthat’s a lot of potential visitors walking away.

That’s why it’s essential for you to have a conversion-driven booking process.

"We often receive 40 to 50 requests for bachelor parties, children's parties or company parties with 400 to 500 people. This costs our staff a lot of time and a lot of work, even though the offer is more or less the same every time. If people could choose from standard activities, we can offer them via the Convious platform. Everything is much clearer and more transparent. And the faster we can process a booking, the more efficient it is."

Conversion

Any hurdle in the customer journey can send website visitors looking elsewhere. On the flip side, a smooth customer experience can greatly aid conversion. There are many ways of optimising conversion besides loading speed - and many of them leverage the large quantities of data created during the customer journey. Every time someone visits your website, data is generated - all depending on how they interact with your website or app.

This data can be used during the engagement stage of the customer journey for retargeting, or retention. For example, data-driven exit-intent messages, cart abandonment emails, and product recommendations can all be employed to boost conversion. Then, when at the attraction, data can be similarly used to streamline in-venue upsells, messaging, and support.

Conversion rate optimisation (CRO) is vital to this process because it allows you to gain an understanding of how much added value each new visitor will bring.

Group reservations

Group reservations, like school trips, often require a different pricing dynamic, including discounts, extras, and help with logistics. There’s also a lot of information for you to collect.

Fortunately, there are digital solutions available that are specifically designed to facilitate group bookings online. Our Group Booking feature comes with a control panel that allows attraction managers to create flexible pricing rules, stipulate a minimum and a maximum number of ticket purchases per order, and manage capacity.

In terms of payment, the Group Booking module allows customers to pay now or at a later date, and via several different payment methods.

With Convious, you can start planning your group’s day out straight away, without worrying about the booking process holding things up.

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STAY IN CONTROL OF YOUR SALES

Growth in the Direct to Consumer (D2C) market has been rapid of late, with D2C sales increasing by 17% year-on-year in 2021. Although this growth has heightened competition, you can seamlessly adopt a D2C sales pipeline without harming your existing customer relationships.

Here’s what you need to kick-start your D2C strategy:

• A good eCommerce platform: Finding an eCommerce platform that’s low maintenance, scalable, secure, easy to use, and (most importantly) aligned with the leisure sector is key.

Marketing tools: To boost your direct revenue, you need an efficient marketing strategy. All your marketing efforts should be focused on attracting your target audience to your website.

Selling through third-party resellers means a loss of data ownership. If you don’t own your data, it’s not possible to really understand who your visitors are, personalise their experience, and take full control of the sales process.

You can get closer to your visitors by taking control of your customer relationships and associated data, and you can create an

Data collection and insights: Data is a fundamental part of a D2C strategy. Owning your data and using it to make effective decisions across your business is crucial for a successful and continuously improving D2C strategy.

omnichannel marketing and sales engine - one where it’s easier to track sales wherever they stem from.

Remember, there’s still a place for using resellers within your sales channel. They can help you achieve a higher volume of sales and reach a broader audience with a lower investment in marketing and sales.

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Making the most of our Reseller and Retailer modules

At Convious, we offer our partners different solutions to suit their sales process, including our Reseller and Retailer modules.

The Convious Reseller Module lets resellers offer tickets based on the agreed pricing strategy,

visitor distribution, and availability - all direct from the Control Panel.

Attraction managers can create and manage reseller accounts directly and maintain an overview of all resellers and their performance.

Alternatively, the Convious Retailer Module is used to track the sales of tickets that are distributed to retailers (for example, supermarket chains). You can:

• Upload or generate batches of barcodes per campaign

• Track your campaign performance and barcode usage

• Invalidate unused codes after your campaign ends

• It delivers less manual work, direct real-time insight, and provides time savings of up to 90% on reporting.

Whether your sales pipeline is D2C or leverages a network of resellers, stay on top of your sales with Convious.

Retailer module

CREATE CAMPAIGNS AND EXPORT RESERVATION CODES RETAILER PROVIDES RESERVATION CODE TO CONSUMER VENUE VISIT CONSUMER REDEEMS RESERVATION CODE AND DOWNLOADS A TICKET REDEMPTION INSIGHT 1 2 3 4 5 POSSIBILITY TO SEE OWN ORDER HISTORY, REFUND AND EXPORT ORDERS RESELLER’S PERSONAL ACCESS TO THE CONTROL PANEL EASY ORDER CREATION
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COMING SOON: MANAGE ALL YOUR CHANNELS WITH THE CONVIOUS SWITCH

Manage all your reseller channels with a single tool

When selling tickets through a wide variety of online and offline channels, it's often hard to maintain a clear overview. You’ve got to log in to multiple portals to check your sales figures. Adding new channels is a pain. And you often lack control over your inventory. What if you want to push sales for specific time slots on a specific channel, for example?

That’s why we are launching the new Convious Switch.

This powerful tool lets you automate your ticket sales and sell from a single inventory through all your reseller channels. Plus, it gives you a single API to connect with the world’s best resellers—so there’s no longer any need to integrate individual resellers or log in to multiple platforms.

Now, you’ve got a one-stop 'set and forget' solution with all the reseller options you want, from dynamic real-time ticket pricing, to managing time slots and maintaining a clear overview of your inventory.

Expand your reach

Convious Switch makes it easier than ever to sell tickets through the widest possible range of resellers. It lets you:

• Sell tickets in multiple languages and multiple currencies

• Manage your inventory using the Convious Control Panel

• Choose which reseller sells which tickets and at which prices

• Monitor sales on each channel with a single overview

• Protect your data and your customers with stateof-the-art API security

• Connect to the best resellers worldwide, all with a single module added to your Convious Control Panel.

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Convious Switch API & Connectivity MULTI CURRENCY MULTI LANGUAGE TIME SLOT MANAGEMENT CHANNEL PERFORMANCE API SECURITY REAL TIME AVAILABILITY ALLOCATE CAPACITY ALLOCATE PRODUCTS

SPREADTHE LOVE

The best part of this journey is to share it with you all! We love reading about your days & happenings and we love sharing ours with yours.

#convious #experiencebetter

@CONVIOUS

DURING THE VISIT

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STOP STRUGGLING WITH YOUR POINT OF SALES

In the attractions sector, whether you’re running a theme park, museum, zoo or aquarium, one of the most important things to consider is the quality of your POS (Point of Sales) system.

Evaluate your current system carefully and ask yourself several key questions:

• Are you able to easily sell all the products and services you offer?

• Do you face a lot of downtime?

• Are your employees at ease with the software?

Some common issues affecting POS solutions include outdated legacy systems that are costly to replace and difficult to use, ultimately leading to supplier lock-in. These ancient POS systems are often plagued by unexpected periods of downtime. While this is frustrating at the best of times, during high season, a POS system failure can result in customer frustration, lost ticket sales, and reputational damage.

New POS expectations

In the bad old days, venues often had to put up with POS software that was developed for a specific hardware brand, with users requiring technical knowledge to use it. This resulted in an expensive and time-consuming development process, and a lack of flexibility., Today, attractions and their visitors expect more from their POS solutions.

As part of a smooth digital experience, POS systems should function across multiple operating systems, allowing for easy access and installation. They must have intuitive user interfaces for staff and customers, undergo continuous development and updates to keep up with changing needs, and should be plug-and-play so they’re ready to go in no time.

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YOUR
EASY ACCESS & INSTALMENT INTUITIVE SYSTEM CUSTOM MADE INTERFACE PLUG-AND-PLAY A solution that can run on any system User friendly system Because you need a flexible solution Quick installment and instantly running
EXPECTATIONS HAVE EVOLVED

YOUR EXPECTATIONS ARE OUR STANDARDS

A system you can rely on

The Convious POS is designed to offer an alternative experience for attractions that have had to deal with software that is slow, expensive and provides a poor user experience.

Our POS system is a fully integrated, high-end solution where all sales activities (including ticket sales, food & beverage purchases, and merchandising) all come together.

A few benefits of the Convious POS:

• Consistent 99.9% Uptime

• An outstanding user interface

• Instant shop switch

• Smooth product & promotion set-up

• Customisable

• Actionable reporting

The Convious POS system is also hardwareindependent and cloud-based, meaning you can integrate it with any existing hardware and access it from wherever you are in the world, with no

costly updates or licensing to deal with - regardless of the specific sub-sector your sales fall under.

In the leisure industry, the Convious POS can bring online and offline sales together. In hospitality, you can unify all your orders from various service points, and in retail, you can manage your stock, payment integrations and product information in a more streamlined manner.

We meet the modern expectations for POS solutions in several ways:

• We run on multiple operating systems, including iOS, Android, Windows & Linux

• Easy navigation makes extensive training unnecessary

• We are constantly improving our solution and value your direct feedback.

• Once the dashboard is configured and the app downloaded, your POS is ready!

Stop struggling with your POS information being scattered all over the place. Find everything you need in the all-in-one Convious POS solution. With Convious, nothing is im-POS-sible.

MORE ABOUT THE CONVIOUS POS HERE

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MULTI-OPERATING SYSTEM FEEDBACK CENTERED USER FRENDLY INTERFACE READY IN 2 STEPS ALL DATA IN ONE SYSTEM 1 INTERFACE FOR ALL BUSINESS The Convious All-in-one Point Of Sale Solution RETAIL LEISURE HOSPITALITY

FINE-TUNE THE EXPERIENCE WITH UPSELLING

Selling add-ons like parking passes and souvenirs are a vital revenue source. And once you’ve already won over a new customer, it’s much easier to sell to them. In fact, you have a 60-70% chance of selling to existing customers, compared to just a 5-20% chance of selling to a new visitor. But upselling isn’t just about boosting earnings. More importantly, it’s about fine-tuning the visitor’s experience, so they feel more connected with your attraction every step of the way.

To turn upselling into a successful strategy for connecting with visitors, timing is everything. Our solutions help you to automatically take advantage of key upselling opportunities.

That improves your chances of selling extra services while also catering fully to your visitors’ possible interests and needs.

The perfect moment

There are plenty of opportunities to upsell before, during and after your customer’s visit. It’s a great idea to offer extras like meal reservations or audio guides during checkout, and additional activities with time slots, like tours. As most customers already know whether they want to use services like these before they even arrive. Other add-ons like food, drinks and souvenirs are usually upsold on-site during the visit.

Solutions like our pre-event emails and TAP app draw your customers’ attention to those additional services using welltimed automated notifications and special upgrade offers.

Seize every opportunity to upsell:

• Checkout

• Pre-event email

• Push notifications

• App placements

• On-site communication

• After event email

“Using the Convious Upsell feature, we increased the average order value across our sites by 8%.”

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UPSELLS IN PRE-EVENT EMAILS UPSELLS IN CHECKOUTS UPSELLS IN PUSH NOTIFICATIONS

HOP INTO TAP & HAVE YOUR OWN APP

Offering your customers a mobile app is an ideal way to give them a fully personalised visitor experience. They’ll love the convenience of organising their entire visit through one user-friendly interface. And you can win their hearts with time-saving features like digital passes and in-app food ordering that let them skip the queues and focus on the fun.

Think of your app as a flexible channel for communicating and building a relationship with your guests. Our TAP app provides you with a customisable, GDPR-compliant basis that you can use to create your own branded app, filled with unique special features, helpful information and upselling offers.

The advantages of going mobile

When you go mobile with your guest experience, you open a new dimension of customer service. Having an app gives your visitors a convenient, secure channel for handling every aspect of their visit.

Here are just a few of the advantages that your mobile app can provide you and your visitors:

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An enhanced visitor experience: Use your app to provide information and present special offers on the day of your visitors' arrival—you can even let customers place and pay for a food or drink order on their own device and allow them to pick up their orders on location.

Help them find their way: We’re all used to navigating using our phones. So why not provide a digital map in your app to help your guests find their way around your location?

Keep organised: Visitors love being able to keep all their tickets stored neatly in the digital wallet on their phone. With your customised Convious TAP app, you give your guest digital access to all the venues you operate. That makes it an ideal all-in-onesolution for managing ticketing at multiple venues.

MANAGE IT ALL FROM A SINGLE PLACE

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PUT A SMILE ON THEIR FACES WITH MOBILE FOOD ORDERING

There’s nothing worse than having to waste precious time queuing up for food and drinks. During their visit, your visitors want to make every moment count. Waiting in crowded queues is an obstacle that often keeps guests from ordering food or drinks at all.

The solution? Let your guests order food and drinks safely and conveniently on their phones.

Mobile food ordering has taken the leisure industry by storm. And it’s easy to see why: visitors love the convenience of being able to instantly order food. That frees them up to continue having fun while their order is being prepared.

Getting started

To get started with mobile food ordering, you’ll need:

A secure app like our TAP app which lets your visitors place their order and share their location with your kitchen staff.

A secure WiFi network that you share with your guests, so they’re connected throughout their visit.

Clearly marked pick-up locations for customers who prefer to pick up their order themselves.

Plus, mobile food ordering lowers the workload for your service staff because it:

• Enables them to prepare orders in advance

• Gives them a better overview

• Keeps things running smoothly

• Lowers stress levels all around by eliminating irritating wait times

And even better, mobile food ordering results in an increase in order sizes of up to 25%. It’s a crowd pleaser all around.

Tips for success

To make your mobile food ordering service a success, remember to keep it customer-focused and user-friendly.

Here are some tips:

• Keep it simple: Use concise categories to make your menu easy to navigate on a mobile screen.

• Let customers choose: Make sure your interface allows customers to easily modify their choices. Our mobile food ordering solution, for example, lets you create custom dropdown menus for guests to add or remove ingredients.

• Show the shopping cart: The shopping cart (showing the customer’s order) should be visible at all times, so customers can easily check that they’ve ordered the right items.

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KEEP VISITORS HAPPIER AND SAFER WITH CROWD CONTROL

Over the last couple of years, we have witnessed a big transformation in the way we experience public spaces. To provide a safe, comfortable experience for your guests, it is crucial to minimise crowd formation,

avoid bottlenecks and keep people flowing smoothly through shared spaces. That’s why more and more leisure parks and other venue operators are turning to smart, datadriven crowd control solutions.

Convious Crowd Control integrates AI technology into your online ticket sales to proactively prevent overcrowding. It automatically distributes customers into the right timeslots to keep too many people from arriving at your location all at once. And it gives your customers the freedom to change their time slots and manage their reservations online or in your app.

“With Convious Crowd Control, it wasn't just us who were able to plan better. Our guests also quickly recognised the advantages. They now have to register via the system and book a fixed day, but then they get direct access to the park on the big day with their mobile phone ticket—without having to wait in a queue. If necessary, they can also change their reservation quickly."

The new normal for the postpandemic leisure industry

For many guests, timeslot booking is no longer just about COVID-safety. It also enables them to enjoy your attraction without the hassle of waiting in overcrowded queues. And with a more predictable, manageable flow of guests, you have the opportunity to boost your revenues by offering guests a more personalised service experience.

Using Convious Crowd Control lets you:

Manage your visitor spread using our smart algorithms to ensure safe, comfortable occupancy levels at all times.

Plan staffing levels ahead based on how many visitors you expect. Move purchases online and encourage secure, contactless payments.

Use advanced tools like our heat map technology to monitor crowd conditions.

Communicate with guests via your app to direct them towards less crowded attractions and other amenities.

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3AFTER THE VISIT

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KEEP THEM COMING BACK FOR MORE

Even after your visitor has gone home, there are plenty of ways to keep the experience living on in their memory. With the right follow-up, you can persuade your visitors to come to a future event, purchase a season pass or leave positive reviews that help strengthen your venue's reputation.

It all starts with keeping a clear overview and maintaining welltimed communication with your past visitors using the channels they prefer. With Convious, you have all the tools at your disposal to turn first-time visitors into loyal fans.

Winning your visitors’ loyalty

To gain and keep your visitors’ trust, it’s important to remain top-of-mind without being too aggressive in your marketing. Our automated customer loyalty solutions help you retarget past visitors with perfectly timed communication and meaningful offers. Here are just a few of the possibilities:

SMART RETARGETING:

Send your past visitors special personalised emails with offers based on their order history. You can let Convious manage your entire email marketing campaign, from design over execution to in-depth reporting.

PERFECT TIMING:

Send a push notification towards the end of the day, thanking your visitors and offering them a season pass or special deal for a future visit. They’re likely to be open to the idea of coming back if you reach out at just the right time before they leave.

ASK FOR THEIR FEEDBACK:

Send them a survey or feedback request after their visit and engage with them on the platforms where they leave reviews.

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MAKE YOUR VISITORS PART OF YOUR BRAND’S STORY WITH THE RIGHT FEEDBACK MANAGEMENT

Tracking multiple channels and responding to each incoming review is time consuming and difficult to achieve consistently.

However, online reviews have become a go-to resource for customers in search of information about which events and attractions to visit. In fact, nearly three quarters of visitors say that reviews are the most important factor in their decision-making. This means that reviews are the second-most powerful factor influencing your visitors, topped only by price.

That’s why we’ve launched the Convious Feedback Module. It’s a single module that gives you:

• A full overview of all the feedback your visitors are leaving on key platforms like Google, Tripadvisor and Facebook Recommendations.

• Automatic sentiment analysis powered by state-of-the-art artificial intelligence that gives you a true insight into the thoughts and feelings around key topics concerning the experience you provide.

• A single platform for responding to all your reviews, regardless of which channel the customer posted on.

• Fully customisable survey options for sending out in-depth feedback requests.

Considering the powerful impact that online reviews have on your potential visitors, feedback management is an important tool for shaping your venue’s image online. It’s not just about presenting your attraction or event in the most positive way possible. It’s also about truly listening and responding to your visitors’ input, so you can continually improve the experience you offer them.

Yet, collecting feedback from multiple online channels, analysing it and responding to it effectively is a time-consuming, inefficient task.

“With the click of a button, the Convious Feedback Module lets us accumulate and organise internetwide reviews and see which areas of the business our customers are rating—from parking to queuing, staffing and site access. It really has been a gamechanger for our business because we now have full visibility of customer satisfaction, and can manage their expectations.”

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Get to know your visitors better

Our Feedback Module solution automatically collects all relevant feedback about your or attraction that is posted on your most important online review sites and channels, such as Google, Facebook, Tripadvisor… And so much more! Using artificial intelligence, it automatically analyses the reviews to detect the positive and negative feelings your customers have around key topics such as value-for-money perception, cleanliness, facilities, service and ambiance.

Based on the analysis, the tool calculates your own Guest Experience Index (GEI) score. This helps you monitor your performance over time and take actions to continually improve guest satisfaction.

This fast, AI-driven analysis process lets you quickly gain an overview of how visitors are responding and what the majority is experiencing. The result is a detailed yet holistic one-stop overview of your brand’s online image.

Response management

Ideally, your online reviews should become part of a dialogue between you and your customers. Next to making them feel heard, you want to show your appreciation when customers leave a positive review and pledge to do a better job in case of a bad review. Our tool gathers all your reviews into a single, standardised feed, so you can easily monitor and respond to all incoming reviews. It also lets you filter feedback posted on specific topics or channels.

Customised surveys

Want to gain even more detailed insights into how your customers felt about their visit? A customised survey sent out at the right time can provide you with valuable, actionable information that will help you improve the visitor experience.

Using the Convious Feedback Module, you can create your own branded customer feedback surveys, which can be automatically sent out after the visit via the Convious eCom platform. The responses you receive are then automated and integrated into your personal GEI score.

Now, it’s faster and more efficient than ever to engage with your customers, collect their input and continually improve. And when you show your visitors how much their opinion matters to you, they will reward you with positive reviews that have a powerful influence on future visitors.

LEARN MORE ABOUT THE GEI SCORE
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THEIR SUCCESS IS OUR SUCCESS!

One of the things we are the most proud of is hearing our partners talking about how Convious helped them, and how their business has been thriving since we started working together. We could go on and on, telling you about their stories and successes, but we’d rather let THEM tell you…

“With Convious, we tackled one problem at five different locations. Now we can manage the maximum capacity of visitors per time slot at all of them, giving us full control.”

“With Convious Crowd Control, it wasn’t just us who were able to plan better. Our guests also quickly recognised the advantages. They now have to register via the system and book a fixed day, but then they get direct access to the park on the big day with their mobile phone ticket—without having to wait in a queue. If necessary, they can also change their reservation quickly. With just a few clicks, our guests can also reserve their parking space and time slots for special attractions. This eliminates the need for them to register using apps.”

“We are always trying to enhance the visitor experience in our park, and Convious supports us to do so. The system gives us access to thorough insights, we can see real-time performance, make more informed data driven decisions and connect with our visitors better.”

UK

"Convious continuously improves the service to our guests. Our Google reviews say it all."

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“We chose Convious because it is a data driven platform that can scale and grow alongside us. We can manage the customer journey before, during, and after their visit. This covers the process from ticket purchase to admission, buying Food & Beverage, and merchandising sales, through a user-friendly and intuitive portal. Our guests will also benefit from the customer-facing app, which they can use to enrich their onsite experience.”

Robin De Lange, Director, Ouwehands Dierenpark, The Netherlands

"We are very pleased that in Convious we have found a partner for our online ticketing, who implements things quickly, competently and without complications (...)"

Benedikt Graf von Bentzel, Owner, Schloss Thurn, Germany

“I used to have to scour the internet for hours for customer feedback, cleansing the data into a more organised spreadsheet before trying to pick up on trends. I also had to make sure I replied personally to each visitor with a response. The whole process used to take one working day per week to complete, so it took up a substantial amount of my time.”

Joep Metz, Omni-channel ticketing and Sales Marketeer, Moco Museum, The Netherlands

"With online booking we have more control over our opening times, and that's just great."

Stefanie van Everdingen, Event Manager, Burg Hohenzollern, Germany

"It's so much fun. I like trying things out in the Control Panel. It is such a great tool we are very happy - especially with the support."

Andy Ludewigt Manager, Jaderpark

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DIVE INTO MORE OF OUR PARTNERS STORIES RIGHT HERE

EMPOWER YOUR PERFORMANCE

You may feel as though your attraction is performing well. Queues for ticket sales may be healthy and your attraction may be garnering plenty of good reviews - but how do you know that your online experience is up to scratch?

What you need is a Free Performance Scan.

A stress-free online experience

Potential visitors don’t want any complexity or confusion. If you don't offer a clear and safe purchase experience, your visitors may well decide not to come. With our Performance Scans, we use data and artificial intelligence to offer you a unique and personal insight into your visitors' online experience. It makes the entire visitor experience simple, easy to follow and most importantly exciting!

Our Performance Scans cover several key aspects of your online offering:

• Online reputation: Find out where your visitors are talking, your topic scores, your response management performance, and your Guest Experience Index.

• Website performance: What’s your conversion rate like? Will the website visitors that abandoned their cart buy in person? Is your website optimised for different devices?

• Pricing performance: Are you offering dynamic pricing by channel?

• Advertising effectiveness: How are your existing campaigns performing?

What are the areas of improvement - whether that includes SEO, social networks, or other aspects of your marketing output?

• Technical performance: Are your uptime, site speed, and security standards up to scratch?

• Legal performance: Does your online offering comply with GDPR and other regulations? Do you have a marketing opt-in box and does it behave as it should?

Find out how you’re really doing

To carry out your personal Performance Scan, we review online public data to provide you with an overview of what visitors think about the experience at your venue and how your technical infrastructure is performing.

We then integrate the results with data coming from your Google Analytics account giving you very detailed and precise insights into your performance. What’s more, we will benchmark your performance against the industry average!

Following this thorough research, we will present you with an in-depth report containing our findings.

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YOUR VISITORS LOVE ADVENTURE

but not while they are buying tickets online

BOOK YOUR FREE PERFORMANCE SCAN HERE

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GROWING STRONGER, TOGETHER!

For those of you who don't know Convious yet, here are three things you should know about us:

• We make it a point of honor to always be 100% transparent (both as a team internally and externally with our partners)

• We are true fans of the leisure industry

• Our creative team leaders consistently question and challenge, seeking ways in which to elevate every product.

Here are a few things we're really proud of:

Our dedication to our partners

Our dedicated Customer Success and Support team are committed to ensuring our partners' needs are fulfilled by providing outstanding counsel and additional help.

Don't just take our word for it, take our partner's:

“With Convious, we always have a fixed contact person who can be reached even on weekends, which is when we are busiest. As a theme park, that’s exactly the kind of reliability we need from our partners.”

Michael Höfig, Head of Sales, Movie Park Germany

Our Passion for the Industry

Our team draws on industry experience and data analysis to create the most powerful outcomes for our partners. Due to the fact that we all have a common passion: the leisure industry.

It strengthens our mission to help you serve bestin-class experiences, throughout the whole visitor journey.

Our diversity and growth

We believe that our diversity makes us grow more and more each day. Learning from one another's culture and always being welcoming.

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EMPLOYEES PARTNERS OFFICES 20 nationalities 80 113 5

WHAT OUR COLLEAGUES HAVE TO SAY

"I have been working at Convious for almost 4 years, it has been a really exciting journey! I started when we were only a startup. It was amazing how all people were involved when creating the product together. What I love most is that even when growing we have managed to keep the same spirit. We are all on the same boat and we make joint efforts to make things work."

Dovile, Data Scientist, Vilnius

"Convious facilitates creativity and flexibility — two factors that helped to grow our product at a very fast pace. Company’s policies that encourage freedom, trust and openness to change helped me to discover inner strengths and improve my skills every day."

Laura, Product Owner, Amsterdam

"To work at Convious is to realize how easy it is to build an exciting and successful future. You get the opportunity to work with so many passionate and driven people, willing to adapt and work hard while always keeping the good vibes. More than a workplace, it feels like a family. "

Jose, Lead Developer for the app, Amsterdam

"I love to be trusted, to have great people around me and I really love to sell value to our partners and help them move forward!"

Kimberley, Conversion Specialist, Amsterdam

"It is exciting to work at a company that is growing this fast - something's always happening and you will never have to worry about getting bored."

Freek, Frontend developer, Amsterdam

"I have worked in many companies during my whole career. I can tell that Convious is special. Each single day is challenging of course, but every morning I'm meeting talented people, who always push me towards the best. No one is left in the corner, everyone is at the center of this rocket ship headed in the same direction: Success."

Pauline, Marketing Director France, Nantes

"You just can't get bored here since a lot of things are happening all the time. The company is moving so fast that it feels like I have been working here for ages (Anas has been with us for 3 months). Probably a good reason for that is that people here are at the very center of everything."

Anas, Software Engineer, Vilnius

"I've been looking to find a workplace that would satisfy all my needs, and I've found it! At Convious people are real and there's an amazing team spirit. All teams work together towards the same goal in a very transparent and fun spirit!"

Vesna, Customer Success Manager Benelux, Amsterdam

Just as our colleagues said, we love celebrating successes together! It's an important part of our identity, we enjoy spending time together which only strengthens our bond as a team.

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INCREASE YOUR REVENUE IMPROVE EXPERIENCE REDUCE MANUAL WORK

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