Club Yogi Rewards: Loyalty Lessons from the Great Outdoors (#743)

Lauri: We have 80 parks across the US and Canada.

Lauri: It has all different types of accommodations and different accommodations at different levels or different locations.

Lauri: I get to work with Yogi Bear, Boo Boo, Cindy Bear and Ranger Smith every day.

Lauri: We send out birthday cards to the children and grandchildren if they’ve registered this child onto their account and they can choose whether it’s a postcard or an email.

Lauri: I honestly believe that that keeps things fresh in their minds and makes them want to go back.

Lauri: Our brand marketing is really kind of cool and that is playful.

Lauri: And I think that that’s why we don’t have to do our direct marketing for the program.

Lauri: It kind of sells itself because of our brand.

Paula: Hello and welcome to Let’s Talk Loyalty and Loyalty TV, a show for loyalty marketing professionals.

Paula: I am Paula Thomas, the founder and CEO of Let’s Talk Loyalty and Loyalty TV, where we feature insightful conversations with loyalty professionals from the world’s leading brands.

Paula: Today’s episode is part of the Wiser Loyalty Podcast series and is hosted by Bill Hanifin, Chief Executive Officer of Wise Marketer Group.

Paula: Wise Marketer Group is an education advisory and research and media service company, providing resources for loyalty marketers through three business offerings.

Paula: A global leader in loyalty education through the Loyalty Academy platform, which offers the Certified Loyalty Marketing Professional or CLMP designation.

Paula: A trusted advisor through its advisory and research services supporting loyalty brands.

Paula: And a leading source of news, information and insights through the Wise Marketer Digital Publication.

Paula: I hope you enjoyed this episode brought to you by Let’s Talk Loyalty and Loyalty TV in partnership with Wise Marketer Group.

Bill: Welcome, everyone, to The Wiser Loyalty Podcast, a series produced in partnership between Let’s Talk Loyalty and The Wise Marketer.

Bill: We always bring you interviews with C-suite executives who are transforming strategy into practical marketing strategies to generate business results.

Bill: And our guest today is a good friend, a long-time colleague, haven’t talked to her for a while, but it’s Lauri Hart, who’s Loyalty Manager for Club Yogi Rewards.

Bill: Lauri, how you doing?

Lauri: I’m good, Bill, how are you?

Bill: Good, good, good.

Bill: It’s great to see you again.

Lauri: It’s good to see you.

Bill: Really good.

Bill: We’ll get into the story in a second about how long it might have been since we first met.

Bill: But this conversation is really interesting to me.

Bill: It examines an unexplored part of the entertainment and travel industry, and that is campgrounds and all that the great outdoors has to offer.

Bill: Club Yogi Rewards is a long-standing loyalty program operated by Camp Jellystone.

Bill: It’s a franchisor of Yogi Bear Jellystone Park Camp Resorts.

Bill: And Lauri is going to explain about the brand, and we’ll talk about the nature of the business today, the camping business, and all that that entails.

Bill: So it’ll be really interesting.

Bill: We were colleagues early in our careers.

Bill: We met at a little agency in Cincinnati, Ohio, and we went our separate ways, but she went on to join Camp Jellystone, and I’m going to let her tell the story, but she assumed leadership of what I think at that time was a pretty brand new program.

Bill: She might have even launched it.

Bill: We’ll hear the story, and today it’s a highly mature program after many, many years, and that’s the interesting part of the conversation.

Bill: I think today is we often talk about what it takes to keep loyalty programs fresh and valuable, meaningful over the long period of time, and the fact that Club Yogi has been in the market for so long means it’s obviously a valuable asset and working really well for its sponsor brand.

Bill: So we’re going to talk today a little bit about what it takes to sustain success over the long term, decades, not just quarters, and we’re going to share, I think Lauri is going to have a few lessons for us probably.

Bill: So this is going to be a little bit of a master class for people who are running mature programs that they want to hear like, gosh, what does it take?

Bill: How do I keep this thing going?

Bill: And it will be also really instructive, I think, for people that are just getting started in the early stages of program operation.

Bill: So if you want to be a survivor in customer loyalty, this one’s a must listen.

Bill: So Lauri, again, thanks for being here.

Bill: And Paula Thomas, she has a favorite question.

Bill: She likes to start all the interviews off with, and that’s to ask if you have a favorite or recently read anyway non-fiction book that you could share with us.

Lauri: Yeah, so I’m currently reading Bible in a Year by Father Mike Schmitz in conjunction with Ascension Press.

Lauri: And I’m listening to it on Hallow.

Lauri: And it’s amazing in that it’s not reading the Bible from cover to back, Old Testament to New Testament.

Lauri: It’s more about timelines and history and giving context to what you’re reading in the Old Testament that might not make so much sense.

Lauri: But they do provide the context.

Lauri: And I feel like I’m being educated so much more than when I have read the Bible straight through.

Lauri: So I really enjoy it.

Lauri: I highly recommend it to if it’s something that you want to do.

Lauri: And I don’t think it’s just meant for Catholics.

Lauri: It could be for anybody to do that.

Lauri: And then I had to think about what was the last loyalty book I read.

Lauri: And that was because I listened to podcasts and I read all kinds of different reports and things like that about loyalty.

Lauri: But it was the loyalty effect.

Lauri: I’m trying to remember who wrote it.

Bill: I think it’s Fred Reichheld, isn’t it?

Lauri: It is Fred Reichheld.

Lauri: Yeah.

Lauri: And what I loved about it and how I kind of try and think about it, too, is it’s not just the customers that you owe loyalty to.

Lauri: It’s your employees and your C-suite.

Lauri: So if you are keeping your employees happy, they’re going to keep your customers happy and therefore the C-suite is going to be happy.

Lauri: It’s not like giving away the store.

Lauri: It’s just showing the, I don’t know, the empathy, the compassion, whatever it is, and just treating customers right, kind of like the golden rule kind of thing.

Lauri: And also doing things ethically and always remembering that it’s not about the buck.

Lauri: It’s about keeping customers for a long time.

Lauri: It’s not, you know, let’s get this loyalty program in right away and expecting to see results right away.

Lauri: It’s a long-term play.

Lauri: It’s not, it’s, you know, and also, you could also talk to about financially the fact that if you have something that’s long-term and lasting, you’re going to get more profitability out of that.

Lauri: And let’s give a discount here.

Lauri: That’s what, that’s not loyalty.

Lauri: That’s breathing, you know, looking for the next discount kind of thing, as Mike would say.

Lauri: Right, right, that’s right.

Lauri: So I really actually enjoy that book and don’t always like think about the actual book, but kind of like the basic premises that come out of it that have stayed with me through my whole career.

Bill: Yeah, that’s good.

Bill: So this is a great way to kind of harken back so that my first real job, I’d say where I was fully immersed in loyalty was with this little company called Frequency Marketing in Milford, Ohio, which is outside of Cincinnati in the suburbs.

Bill: And the day that I walked in, Mike Capizzi also, it was his first day, and there were some other people that all started on the same day, but you were already there.

Bill: So I remember that we’re taking the tour and I meet Lauri Hart.

Bill: And then soon thereafter, by the way, I got, because we were working remotely, I had a little package in the mail and it came from Rick Barlow, who owned the company, and somebody else there, two or three books.

Bill: And they said, read these books, and you’ll get a good foundation.

Bill: And guess what?

Bill: One of them was the one you just mentioned.

Bill: It was The Loyalty Effect by Fred Reichelt.

Bill: I think there was one in there from Don Peppers and one from Brian Wolfe, but that was the one I always remembers, this one you just mentioned.

Lauri: Yeah, I think Rick gave me that book, if I remember.

Lauri: I still have it to this day.

Lauri: That’s kind of funny.

Bill: There you go.

Bill: Was that your first job in Loyalty?

Lauri: I wouldn’t say that.

Lauri: I would say that I used to work for Federated Department Stores.

Lauri: When I worked for Federated, it was Abraham & Strauss, Bloomingdale, Burdines, all these divisions, which now they’ve paired down to just Macy’s and Bloomingdale’s.

Lauri: But when I was with them, I was in credit marketing, which was a co-branded program with both the store side, and then back then, it was Visa.

Lauri: So you earned 2% with Visa on purchases anywhere, and then I think it was 3% if you had the actual retail location, the store location.

Lauri: And then, you earned points until you got to a certain level, and then you were given a $50 certificate that mailed into the mail.

Lauri: So I think that was my first foray into what I would consider.

Lauri: I was on a team that helped create gift cards, which our chairman said, this holiday season, we need gift cards.

Lauri: And so I was part of that.

Lauri: We got that created in a fast and frenzied type of approach.

Lauri: But when I was there, I was thinking, I’m not sure I want to do anything related to a credit card.

Lauri: I felt like I was called to something else.

Lauri: And so I started at Frequency Marketing and ended up becoming this hybrid of both an account manager and a program manager.

Lauri: Because I liked the creative stuff, but I liked the technical stuff too.

Lauri: And so I managed a B2B program for Verizon.

Lauri: So I was on the loyalty provider side of things and did that for 10 years.

Lauri: And then Verizon ended up doing a reverse bid process and ended up taking the program away from frequency marketing and took it to another provider, which I won’t name.

Lauri: Anyway, the thing too was that, during that time at frequency marketing, we were acquired and call, we changed the name to Epsilon and was acquired by Alliance Data Systems.

Lauri: And that was really interesting.

Lauri: And then I thought to myself, I worked on some other projects or whatever, but when Verizon took the program and went to another location or provider, I was like, what do I really want to do?

Lauri: And I ended up talking to, oh, I did something for a little short stint.

Lauri: I became an insurance agent, but that was not for me.

Lauri: But Terry Gahn and Mike Capizzi, we were still friends and still often saw each other at holiday parties and whatever.

Lauri: And Terry and Mike both said, I think we have a fit for you.

Lauri: And I’m like, that sounds fantastic.

Lauri: So they started talking to Leisure Systems, which is now Camp Jellystone.

Lauri: And they had launched the program Club Yogi Rewards.

Lauri: It used to be a discount card.

Lauri: And then they started talking to marketing strategists, which were Mike and Terry, and then also putting us in connection to incentive solutions out of New Zealand.

Lauri: And so I interviewed and I ended up getting the position.

Lauri: So they launched the program in April of 2009.

Lauri: I came in the 1st of May of 2011.

Lauri: So it was existing, but the poor, my poor marketing manager or whatever had her hands full with regular marketing for the brand.

Lauri: And then the loyalty program itself.

Lauri: So we grew and grew and grew and had to make changes along the way for the program.

Lauri: We used to, I mean, it’s one thing to say that you’re Hilton and you’re all on one reservation system.

Lauri: It’s another to have owners that are multi-property owners and then mom and pop owners.

Lauri: So they’re all individually owned and operated.

Lauri: They all have different systems, different types of technology, degrees of successful technology, that kind of thing.

Lauri: And so trying to get transactions out of all of those different systems has been a challenge, and we’re getting closer to making it feel like, yeah, we’re getting close to being on some system and then a few spatterings of some other things.

Lauri: Our challenge currently is POS systems.

Lauri: So it used to not be an issue because the POS system was related to the reservation system.

Lauri: We’re working through all of that, and we try and work with the individual campground owners just to say, let me help.

Lauri: You know, what kind of, can you create any type of file that can get to us?

Lauri: So eventually we are going to be fine tuned, and it’s going to probably be from the actual POS providers that provide us information.

Lauri: Great reservation system that takes care of everything and every location that we can get.

Lauri: You know, we get some tremendous data from the system and whatever, and we know that our members spend 36% more than our non-members do.

Bill: Okay.

Lauri: It’s a big number.

Lauri: It is.

Lauri: And so we’ve been very pleased that the program has been, you know, the changes that we had to made made sense.

Lauri: Like we have members earn points and enough to build up to redeem for free night certificates.

Lauri: They can also, we have merchandise on our jellystonerewards.com website that they can redeem for.

Lauri: The only other place that they can get that merchandise is actually at a Jellystone Park location.

Lauri: So that’s kind of fun.

Lauri: And then we have periodic auctions which have really made people so happy.

Lauri: They’re like, especially when they win that they get a three night, four days stay for up to five people.

Lauri: Any accommodation type, it could be a tent site, and that’s what they want.

Lauri: Or a premium pull through, full hook up RV site, or a cabin, a cottage, that kind of thing.

Bill: Tell me a little bit about the brand, because I want to, just so that people have a real feeling.

Bill: Like I grew up, I’m well familiar with Yogi Bear.

Bill: But not everybody might be, but it’s a really cool brand, and where does it, like tell us a little bit about how the audience that you serve.

Lauri: Yes.

Lauri: So it’s all about families and hospitality related to them.

Lauri: So we have, I’m just going to say it, 80 parks across the US and Canada.

Lauri: And it has all different types of accommodations and different accommodations at different levels or different locations.

Lauri: And so I get to work with Yogi Bear, Boo Boo, Cindy Bear, and Ranger Smith every day.

Lauri: I’ve got my favorite, but I won’t tell you.

Lauri: And it’s just everything about it exudes fun and happiness.

Lauri: And in being together and doing things together as a family, these experiences are something that they’ll carry with them all their lives, and then they’ll be able to tell their children.

Lauri: And in the morning, it’s the flag raising with Yogi Bear, or it’s gem mining with him in the afternoon.

Lauri: And then they can celebrate their birthday with Yogi and their friends, and they can get cookies and milk at bedtime, with a bedtime story, that kind of thing.

Lauri: And so, you know, we have our attractions.

Lauri: We have splash grounds, jumping pillows, gaga pits.

Lauri: Some even have, like, laser tag and that kind of thing, and an alpine roller coaster, or they can do foam parties.

Bill: I mean, so this is a lot different than what I would think of as a campground.

Bill: This is a little bit of amusement park along with the campground.

Lauri: Yeah, one of the things we say is it’s not just a campground, it’s Jellystone Park.

Lauri: OK, yeah, yeah, yeah.

Lauri: And so it’s it really is an experience.

Lauri: And, you know, you have to be careful of your picnic basket because Yogi could steal it, you know, that kind of thing.

Bill: Oh, OK.

Bill: Don’t feed the bears.

Bill: Is that still a thing?

Lauri: Well, I don’t know.

Lauri: You can feed them, but they might take everything you’ve got.

Lauri: So be careful.

Lauri: And, yeah, it’s a fun, fun atmosphere.

Lauri: And it’s just, you know, when kids see Yogi Bear come and see them, you know, it just brightens up everything.

Bill: Yeah.

Bill: So let me ask you, so the program, it sounds like it’s points-based, currency-based as far as the earning part.

Bill: But tell me a little bit about if there’s, you can earn, I guess, on the money you spend staying, but maybe there’s some other things.

Bill: But it sounds like the really neat part is all these options you have for redemption.

Bill: Like it’s well beyond some money off coupon, it’s experiences and other things.

Lauri: Yeah.

Lauri: It’s truly our free night certificates.

Lauri: They are defined by what type of accommodation it is.

Lauri: We have seven levels and you have to accumulate points to be able to redeem for those levels.

Lauri: But the whole thing is that that night is taken as a payment type, that’s a free night certificate within our reservation system.

Lauri: And there are no blackout dates.

Lauri: There’s also, you know, we could use it.

Lauri: We do have holiday certificates.

Lauri: Holidays within Club Yogi Rewards are just Memorial Day weekend, Fourth of July and Labor Day weekend.

Lauri: But Columbus Day, have at it.

Lauri: But so those weekends or holidays require double the points for a free night certificate.

Lauri: And then we have a certain merchandise that’s available.

Lauri: It’s Jellystone Park merchandise, but like a three foot booboo plush is one of the, you know, things like that.

Lauri: Or, you know, we’ve got some other things like beach towels and blankets and, you know, the fact that it’s our branded merchandise.

Bill: Sure.

Lauri: You know, we keep getting it out there, which is always good and have people ask about it.

Lauri: And then with our auctions, they bid their points, but only the winner’s points are taken away or deducted at the time of winning.

Lauri: But we include a $100 gift card, Jellystone Park gift card, where they can go into the park store, Ranger Station, and redeem, you know, use that gift card to purchase more souvenirs and more merchandise.

Lauri: So that’s the fun stuff for sure.

Bill: Yeah, yeah, interesting.

Bill: So you mentioned a couple of things in the beginning.

Bill: I was thinking about challenges and what it’s taken to evolve the program over time.

Bill: You said you had franchisees that each had their own, maybe distinct point of sale system and accounting systems and things like that.

Bill: Was that one of the first things that you had to cope with to build the program?

Lauri: Yeah, I think that that was one of the first things.

Lauri: And then the other thing too is our old certificates, we called them tier certificates, and it was based upon whatever the nightly rate was.

Lauri: And that’s when you get into dynamic pricing, and then you have different pricing on weekday versus weekend, peak versus shoulder season, you have these almost never ending charts to say what is required, what certificate tier level is required for that.

Bill: Yeah.

Lauri: And we just needed to simplify our lives, and for our customers too.

Lauri: And so we ended up just making it seven levels based upon the accommodation type, and makes it a lot easier.

Lauri: And they don’t change from time to time, unless if a park location adds a new accommodation.

Lauri: But ultimately, they don’t change, and they’re up on the Camp Jellystone, which is the brand’s website.

Lauri: They’re on that website, and then they’re also on ours, the jellystonerewards.com website.

Bill: Did you ever, in all of the changes, have you ever had to have those conversations about devaluation, like changing the point scheme and trying to, like struggling with liability and things like that, or has that also kind of gone smoothly over the years?

Lauri: Yeah, so liability just came into factor not too long ago.

Lauri: And before that, we didn’t, we don’t monetize our points, or never did, but ultimately there’s something that you have to carry on your books to make sure that you’re going to be okay.

Lauri: And so it’s going well in that we kind of in our minds knew that we were going to have to do something, especially having a corporate public traded entity, you know, above us.

Lauri: So yeah, we have instituted the liability.

Lauri: And in essence, that is why we switched from tier certificates to level certificates.

Bill: Okay.

Lauri: And also there’s been times too, when we realized that point values were too low.

Lauri: For an accommodation, especially when we’re looking at like tiers and stuff like that.

Lauri: And so we had to, in our restructuring to the level certificates, we had to kind of like adjust for that.

Lauri: Yeah.

Bill: How’s your, I was interested in like, cultural change has meant that we communicate with customers through different channels.

Bill: Like think about how it used to just be catalogs and email, white mail.

Bill: But are you using SMS today?

Bill: Or do you have an app?

Lauri: What are you doing digitally?

Lauri: Not necessarily for the program.

Lauri: And the only time we do is to recover a password for an account.

Lauri: But the brand does.

Lauri: The brand also will like, you know, say something about any special offers that are coming up.

Lauri: That, you know, a text message will be sent out.

Lauri: We do have a forum on Facebook.

Lauri: They’re called Jelly Heads.

Lauri: And they’re kind of like our best customers.

Lauri: And they bring things to our attention.

Lauri: Like, hey, can you take a look at this?

Lauri: And that kind of thing.

Lauri: And then you pay attention to anybody who posts there saying that they didn’t get their points.

Lauri: And we have to try and figure out why they didn’t.

Lauri: But we definitely respond to them and say, looking into it.

Lauri: But most of our program is web-based.

Lauri: So there have been times when I’ve had to help someone that wasn’t necessarily computer savvy to redeem for the free night and send it off to the park location to make sure that that customer was taken care of.

Lauri: But yeah, our communications, I would say, is fairly robust and that we have quarterly statements and that we send out different content.

Lauri: And then obviously we’ll send an e-mail if there’s any type of change to the program.

Lauri: We send also mini statements which would reflect any activity between the last statement.

Lauri: But it really helps customers say, oh good, those points loaded.

Lauri: Or no, I need to log in to my account and find out why.

Lauri: We also, I mean, this isn’t always the nicest thing, but we want them to be notified.

Lauri: We let them know that they’re inactive at 18 months with no stay at any of our locations.

Lauri: Okay.

Lauri: And the points will expire at 24 months with no stay.

Bill: Okay, that’s reasonable.

Lauri: It’s not, ultimately, you’d love to say, oh, you’re good, you can stay in the program forever, but we learned that we had to expire points and had to make the changes to the program to keep up with our liability and make things Oh, absolutely.

Lauri: copacetic kind of thing.

Bill: Yeah, and since you mentioned that, I’m thinking about that one of the challenges has got to be the cycle in between visits, like the time period in between visits.

Bill: So what do you do?

Bill: What’s your strategy to keep people engaged, to keep them thinking about the brand in between visits?

Lauri: Yeah, so a lot of times what we’ll do is, well, this is not really something like that, but we send out birthday cards to the children and grandchildren if they’ve registered this child onto their account and they can choose whether it’s a postcard or an email.

Lauri: I honestly believe that that keeps things fresh in their minds and makes them want to go back and to go ahead and make that reservation and because that child is going to want to turn in the postcard at a Jellystone Park location so that they can pick out an item from the picnic basket.

Lauri: Yogi doesn’t steal that picnic basket.

Bill: Okay.

Bill: The card goes to the member’s home, but the next time they’re at a park, they can turn it in and get something.

Lauri: That’s right.

Bill: Okay.

Lauri: That’s great.

Lauri: It keeps it kind of fun and fresh.

Lauri: I think too that when we do our auctions, we do them at a slower time, so there’s like some hype around that too.

Bill: Is there any community element to it?

Bill: Do you bring members together in any way, like maybe on-site or anything?

Lauri: We had thought about it, like having a message board kind of thing.

Lauri: But really, the Facebook group with the Jellyheads, Jellyheads, that’s probably the best thing that we have.

Lauri: A lot of them are our gold tier members, so they know so much.

Lauri: They’ve been with us for so long, and they highly promote us.

Lauri: They even do, like, oh, it looks like it’s a Spirit Halloween costume, and it’s like a gold tier member, whatever, within it.

Lauri: I mean, things like that, but you can’t even pay for it for yourself.

Lauri: It’s just great that our customers feel that way.

Bill: That’s great.

Bill: So what advice would you have to people if you were talking to somebody who just took the reins of a program, and maybe they were three or four years in, and they were thinking about, gosh, how do I keep this thing financially viable and creating results for the company, but also just fun for all the members?

Bill: Are there, do you have some lessons learned that you could share?

Lauri: Yeah, I think that really it’s the fun and the experience that needs to be focused on, especially if you’re like three or four years in.

Lauri: You got to find out what really motivates them and why they make certain decisions.

Lauri: Is it that they don’t want to travel any more than an hour or two hours from their house?

Lauri: And then what, if they have small children, what can you offer them?

Lauri: And I think that our brand marketing is really kind of cool and that it is playful.

Lauri: And I think that that’s why we don’t have to do our direct marketing for the program.

Lauri: It kind of sells itself because of our brand and the brand marketing that happens.

Lauri: And I just, you know, that’s it is that, you know, take the spirit of what would I want to see, even though I’m not a big camper, but I sure love a cabin, a full service cabin and that kind of thing.

Lauri: And I just keep it, what would you like to see?

Lauri: Like, what is something that, you know, is motivating you to take this vacation?

Bill: Yeah, it’s like putting yourself in the shoes of the members, right?

Bill: Trying to imagine what it’s like.

Lauri: And I always feel too that experiences override anything else, like even costs, you know, some of our campgrounds may be more expensive than others, but can you imagine, you know, staying in a pirate ship and, or a tree house, a real tree house?

Lauri: Like, think about that, like you can’t put a price on that.

Bill: That’s fun.

Bill: No, that’s right.

Bill: Something normally you stop doing when you’re eight years old.

Bill: So if you get a chance to do it with your kids a little bit later in life, that’s a lot of fun.

Lauri: You can justify it, right?

Bill: That’s right.

Bill: That’s right.

Bill: So along the journey, like, did you ever have an epiphany moment where you, like you were working on these things, you’re grinding away, you’re reporting to the to the leadership team and all that.

Bill: And then suddenly you had an epiphany moment where you went, gosh, you know, I think this really works.

Bill: I think people are responding.

Bill: This is good.

Lauri: Yeah.

Lauri: I, you know, I’m always astounded by, like we have 400,000 members.

Lauri: And I mean, it’s like, it continues to grow.

Lauri: And it makes me feel like we might be doing something right.

Lauri: I, and I know too, like, I know it’s web-based.

Lauri: So our members fill out inquiries and things like that.

Lauri: And I know a lot of people think that if they could get on the phone, they’d solve something so much faster.

Lauri: But what they don’t know is that it works, especially if you have a team behind you that is working those inquiries and just knows exactly how to take care of the situation and do it quickly.

Lauri: So yeah, yeah, there’s that.

Lauri: And I think too that when you when you really love something, it just thrives, it does.

Bill: There you go.

Bill: That’s that’s a key.

Bill: That’s a good, probably a good life lesson if you really.

Bill: Yeah, right.

Bill: Follow your passion and something you’re going to do well, I would say.

Bill: Well, I think it’s you know, I heard you say loud and clear, like putting yourself in the shoes of the members and thinking about what they want, what they experience.

Bill: And that’s probably a really good recommendation for anybody to keep in mind, right?

Bill: We always say customer first, but yeah, it’s another way to probably to express that.

Bill: So, yeah.

Bill: All right, Lauri, thank you very much.

Bill: I appreciate it.

Bill: It’s great to see you again.

Paula: Thank you, Bill.

Bill: Been way too long, but we’ll definitely stay in touch.

Bill: But Lauri Hart, who’s Loyalty Manager for Club Yogi Rewards, I’d recommend anybody listening to this if you’re in the US., next time you’re in the US and you’re thinking about camping, now you know.

Bill: You can have fun.

Bill: You can have a really different experience than you might have thought about camping before.

Bill: So check out the Yogi Campgrounds and see what’s there to discover.

Bill: But, Lauri, thanks again and appreciate you being here.

Lauri: Stay warm.

Bill: All right.

Bill: Thanks.

Bill: Bye-bye, everyone.

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