Rick Denton: 0:05

You're listening to CX Passport, the show about creating great customer experiences with a dash of travel talk. Each episode well talk with our guests about great CX, travel...and just like the best journeys, explore new directions we never anticipated. I'm your host Rick Denton. I believe the best meals are served outside and require a passport. Let's get going. Talk about an industry that got hit hard during the pandemic, the movie theater industry lock downs near zero new content, new distribution competition, if there was ever an industry you could excuse for just hiding in a bunker, and hoping it all goes away. This would be that industry. Not the case for today's guest, Todd Wireshark of cinemark. Tom, I came to know each other right before the pandemic and stayed connected through it. Each time I talked with him, I got greater insight and appreciation for the work of a team and a company tirelessly working to innovate and create a customer experience that will delight and connect with customers for the future. Nobody wanted this crisis. But it's encouraging to hear stories of innovation and growth rising like a phoenix out of it. Looking forward to getting deeper into these stories with Todd today, Todd, welcome to cx passport.

Todd Weishaar: 1:27

Hey, thanks for having me.

Rick Denton: 1:29

It's gonna be fun. I, I am excited about some upcoming releases. You and I have talked at length about the Bond movie and my excitement about that and trying to figure out how I'm going to get out to Phoenix to see that with my son. And I'm just really excited to be talking about the movie industry today. But you know, again, what an industry impact you experienced. I just want to kind of Listen, talk to me about those early days. What was that? Like?

Todd Weishaar: 1:56

Yeah, it was definitely interesting. It's funny, you should mention bond because that was the first of the major movies to have their date shifted. Right? That was when we started to see the app. This is real. I mean, we're we were watching the pandemic, and we were understanding what was going on. But the, you know, the shutdown was was a seminal moment, if you will, that. Literally we went from one day operating as normal to completely close the next. And then, yeah, that was hard. It was really an interesting time. Because first we had to take care of our customers, right? They were people who had bought tickets for the movies, and then we weren't going to show when there are people on Movie Club, that was a subscription plan, then they weren't going to be able to use it. So that's right. Yeah. First, yeah, lean in on those, those customers make sure that we're taking care of them. And, and again, they understand this wasn't something that was just limited to our industry, right? I mean, they could see it across the world. So we have a good understanding with our customers. And they were they were great. And then take care of the employees because essentially, everybody went out for a lower or were laid off for that period of time. And then worried about our sights we had a lot of stock with with, you know, perishable items. We had projectors that weren't necessarily supposed to not be running. So yeah, each floor of our building, we have different graphics for movies and things like that. But read outside of my office is Apollo 13. Okay, no, Houston, we've had a problem. But it felt like that we're like, we're trying to shut it down. But we've never done this before. And then eventually have to ask, Well, can we turn it back on? We're like, well, we'll get to that eventually. But, you know, let's take care of our customers, our employees, and then our buildings and our equipment first.

Rick Denton: 3:39

I hadn't even thought about that. Todd, even though you and I said the you and I have stayed connected through this, I didn't even think about beyond the movie and the business. And the the customers and the employees. I wasn't even thinking about equipment and perishables, and all of that, that had to be a particularly interesting thing to deal with. Because it's not It couldn't have been in any of your operating manuals. It couldn't have been. And here's what we do to get rid of billions of I'm not picking my perishable chocolate candy. How did? Yeah, I mean, what did that look like when you're trying to figure out things from scratch?

Todd Weishaar: 4:15

Well, the the interesting part was that first iteration of being shut down was this will be two weeks, this will be maybe three weeks. The idea of flattening the curve. So you take a little different approach when you think it's just that very, very short term, but it has started to lengthen out, then we were like, Okay, we've got to be thinking about this differently now. Because again, we've got, you know, tons of items that are going to perish because they've just, they're beyond their expiration date, we can sell those and that's when it really started to get more real and that, hey, this could be we could be in this for a long period of time, and we have to start thinking very differently about it.

Rick Denton: 4:52

The the concern for the customer is one that I remember you talking about when we were there, and I'd actually forgotten about Movie Club. And he that subscription and all of that. You talked about customers having sort of that patience upfront. And that's we saw that across the pandemic, right that initially, oh, my whole times are longer. Oh, that? Did you ever get kind of was there a vibe somewhere in the middle that you were starting to sense that customers were losing their patience with cinemark? Or was it and not even just cinemark. But just the industry in general? Or was this specifically one of those that the customer was sort of just locked out completely, and it was more about how are we going to reconnect to them, when things get going again,

Todd Weishaar: 5:33

it was definitely more of the latter. And that, you know, because it's a pandemic, because you know, the experience that we're creating for them is necessarily with others in a, in a theater, we figured that it was going to take a little bit longer for them to be comfortable with coming back to the movies. So our goal was to again, to do the right thing for them before they had to ask for it. So again, proactively suspending those those memberships and saying, we're not going to charge you for it right now. Yeah. And then proactively, you know, almost immediately pushing out that all of the points that you've earned are going to roll over. And we're going to hold on to that for you know, a period of time, and we'll figure out what that period of time is. But for right now, don't worry, you're not losing anything, all of the benefits are still going to be there. And that went a long way with our customers. Because that said, Hey, we're looking out for you, we're trying to take care of you. And you don't have to call you don't have to bug us and you don't have to, you know, tell us this is what you want to get that team did a great job of being really proactive with that,

Rick Denton: 6:28

we really so that's that is so encouraging to see, I think that was one of the best responses that that companies chose coming out of the pennant, I think of the hospitality industry, and how your tier status will stick around or even dare I say it, the airline industry, even they got a few things right there, in that they you know, extended tears and points and all of that. But I've got to imagine that was that was a key element for yalls approach of we're going to take care of the customer first. Great. So now you've taken care of the customer, you've got that stabilized. As best as we've got right? It's stabilized. Sure. And then now it's okay, this is reality, this is what we're going to be living in. If we're not going to just say alright, screw it, we're out, shut the doors, we're gone. How do you innovate? How did what I'm trying to do was imagine those conversations sitting in those virtual rooms? How did you start to make that pivot from We've stabilized to innovation?

Todd Weishaar: 7:24

What did that look like? Yeah, it was really interesting. We had, again, everybody was on some level of furlough. So we did create a bunch of small teams, small teams, were first to look at, what can we do, right? Every state, every county, almost every city was different than what they were going to allow, especially early days. So we don't have a theater that we can open, we don't have customers are going to come visit us and we don't have content to show, right. And then we have to deal with with all of the issues of the pandemic as well. So trying to put those together in a meaningful fashion. So first, just deciding how would we open? if everything went away tomorrow? What would that look like and create a list of all of our locations instead? What order would we open them because you can't overwhelm HR with the rehiring we can overwhelm our distributors and food and beverage and all of that by opening everything all at once. That's just too much of a shock to the system. So we phased out this is what it would look like based on our DMA is based on how close we are to other locations. kind of lean in Texas because that's where our headquarters is and probably the least restricted. But I counted this morning and we had 136 iterations of that list. Oh gosh, holy first, first open the first one and that opened our last one so it was so it just changed constantly. So we're just being open to the fact that our plan today is going to be different than the plan tomorrow. And then understanding to from the studio side, they weren't going to release their big movies now in the middle of a pandemic, right? It just didn't make sense. So what would we even show so we have a film team who really basically went through the back catalogue and said what what are great movies that are a great cinematic experience that are just going to show better in a theater than they would in in your house? Like a one that did great was Raiders of the Lost Ark right the original with Harrison Ford I mean that's a great cinematic experience

Rick Denton: 9:17

it really yeah that was a good choice I remember y'all doing that yes yeah

Todd Weishaar: 9:21

yeah so negotiating with the studio so saying look we can't charge full price for for these you know so negotiating with that ticket price might look like and you know what's what's fair to the customer isn't fair to us and fair to the studio so the lot of negotiation on that side as well to show what we call combat classics. Yeah. Or internally we just called library content. So that's all the okay we have something to show now. Then those teams work through all of the sanitation standards and what does it take to actually be open and then honestly, the finance side of it as well like how many seats will we have to be able to fill to make this worthwhile doing got it really changed how We'd looked at it and said, Hey, what's that? What's the cost of staying open versus the cost of being closed? As long as it was, you know, not the fixed cost of rent and all that we had to pay either way. But you know, if if we could turn on the lights and turn on the projectors, and maybe open half of the screens? Could we do that in a meaningful way?

Rick Denton: 10:18

I just love that that approach taught, I think there's another innovation here. I think I just cut you off, but I'm just, you know, you think of, or at least I thought a lot of, okay, just how do we clean the theaters? Right? Yeah. And that would be the big thing. But there's so much more that you've described from the content, negotiate and ticket prices, to which the lights do we turn on to which do we leave off? It's so detailed and granular that these innovations just kept coming? And it sounds like there's even more you've got, and I cut you off? I apologize for that. Go ahead.

Todd Weishaar: 10:49

Oh, absolutely. Yeah, the one I wanted to talk about a little bit was how customers bought their tickets, and are good. Our IT teams for saying when you when you would go to buy a ticket, you pick a seat, and based on again, the standards for that locale, it would block off the seats around you automatically. So if you bought two tickets, it would block off, you know, like a circle of seats that said, Okay, this is our six foot radius, or whatever the the requirement for that locale was, and you can see it. And then you can see, when you looked at a map what other people had bought and sell that those were blocked off for safety as well. So from that customer perspective, you could feel that, hey, we're going to take care of you, you're not going to be sitting right next to somebody. And that was important in the early days as well.

Rick Denton: 11:32

That is a great example. And I'm talking to you as a just a movie theater customer, not the CX passport guy or anything just as a customer, I loved that one. And the reason that I loved that one is one of the things that anxiety is the wrong word. But just one of the detractors of going to the theater is I don't know what seat I'm going to get. Am I going to show up for a really big release? And I'm on the the cliched front row with my neck straining, or, you know, am I going to be on the edges or whatever pick your pick your poison, by being able to no different than a seat map at a sporting event, or what that looks like to know that this is my seat. Not only did it make me more excited about Okay, hey, I get to go see this. But the other part is it reduced the amount of time that I had to I didn't get to the theater a ton early, right, and I still had time to go get my concessions, go, you know, get my extra items that I want there. But I could just do that in time that so that was brilliant. That's it. And these are examples of these innovations that are pandemic forced, that are going to go forward and are just absolutely delighted for customers. Yes, absolutely. I got to talk about another one. And that is an I am a raving fan. And an active customer, the private watch party is brilliant. Our family loved getting together to watch Christmas vacation as a private watch party last December. And I'm actually hoping we make it an annual tradition. And there's an incredible temptation for me right now to just shut this podcast down. And you and I just swapped Christmas vacation quotes, but I won't do it. Oh, how did you use the voice of the customer? Right? So that had to have been some input? How did that cinemark customer help you come up with that idea and all these other innovations?

Todd Weishaar: 13:12

Yeah, the watch party was one of the biggest innovations we came out of this pandemic with and it was a little bit building on what we just talked about with how this the seats would block themselves off as he would go to buy a ticket. It kind of two or three things happened at once. So first, we had that seat mapping and said, hey, that's, that's interesting. And then of course, we had the reduced capacity and the reduced ticket prices in that period of time. And then watching customer behavior. And these kind of happens almost simultaneously, where as we're mapping that out and doing the math and like how much do how many people would we actually be able to put into the theater, and you kind of block them out you do the math and it's never perfect, like it hurt 50% capacity. It's never like exactly half it's a little bit less than that. And you take that times the ticket price and somebody asked well what if someone buys out the theater? Like interesting? Do we do we care? Is that a good thing? Or is a bad thing? And then behavior wise we actually saw people trying that can you block out you know, by the seats, which block to on either side and then buy another one blocks to on either side? Like they actually attempted to do that? Oh, oh, okay. And this at the same time, we're trying to figure out how to deal with what looked like a competitive threat in Walmart. In that Walmart was doing exactly they were showing drive up movies in their in their parking lot.

Rick Denton: 14:35

Yeah, I forgot about those.

Todd Weishaar: 14:37

So that's, that's interesting, you know, would we, how do we even compete, right because we can't turn a regular theater into a drive and it's just not something we would consider doing now turned out to be a huge boss, right? It was a lot of press, but not a lot of meat out of that experience that they created. But it really got us thinking differently about that. And that's where we came up with the watch party so well. We can't fill the theater anyway because of the capacity. restrictions that the state and local governments had we were showing library content well let's just let the customer pick that you can rent out the whole theater for you know essentially at the time $99 pick your movie pick your friends and up to 20 which would be the capacity we can put in that theater and come on in and do it and this launched right about the same time we had our test theaters in June or late June of 2020. We had five theaters in the DFW area and just as an idea to try it those those theaters are only open about halfway just because of staffing issues and all of that so you know in a in a 18 screen theater there's nine that are just sitting dark so we said let's just turn one of those on try the watch party idea we don't have to worry about cleaning it in line because we can do that after the shift because we're only going to put one show that we don't have to turn it over for next round a guest got it Okay, turn it on. And again turned it over from an IT perspective like in a ridiculous amount of time. But they're literally copying hard drives and driving them to locations to get all the films on the projectors and it's sold out like immediately and I remember that Thursday and Friday that we just kept putting up times like okay light up another theater sell out lineup another theater we sell out like okay, I think we've got something here and for a while it was really we would show library content as a regular you know buy your ticket and come and sit with people you don't know or watch party and it was extremely successful extremely popular and remains that way as well. We've we've done over we've had over 3 million people attend prior to watch parties.

Rick Denton: 16:36

It is it's it's brilliant It absolutely is tied I well I already said i love it i want to use it again I'm actually actively trying to figure out if I can pull this off for the Bond film or not but still working on that one. Absolutely love it.

Todd Weishaar: 16:52

And it's fun too because it works for customers right everybody that works here is a movie goer as well and I went to or purchased myself at least four different private watch parties as well because this this works and be able to call it my friend and say hey let's let's go to a movie and it's going to be just us by then that's that's a great experience.

Rick Denton: 17:11

Isn't that great? Isn't that great? And so you know in that vein so for me Christmas vacation is just it's entertainment it's escape it's the mind kind of shuts off and movies in general can be that that model of escapism and even when it's a challenging movie right there's some disturbing but you're you escape your world and immerse into another world I love to get immersed in that experience now you didn't think about this but when you and I were talking earlier you mentioned that it's a lot like travel Tell me more about that

Todd Weishaar: 17:40

yeah so it's it's basically taking you to somewhere where it's where your arch right now and that's what travel is I'm going somewhere else for the movies that's going maybe to somewhere that you wouldn't normally get to see you know hey I'm going to go overseas or something like that or with somebody that you wouldn't normally be able to be with like a movie star right you've taking that journey with or someplace that just you can't go like hey I'm gonna go to outer space or whatever right you're still traveling to those those places just for a brief period of time but again you you're taking everything of your normal day to day turning it off and saying I'm going to immerse in this event in this story in this this experience for for my two hours and then when it's over I get to go back home and reflect on it like I was there

Rick Denton: 18:29

Well...leaving the escapism of the virtual travel of the movies and it is true I love getting out there not getting out there getting in there and being immersed and being out there because it's so far my outer space skills are limited you're absolutely right. But let's come back down to earth join me here in the first class lounge we will move quickly here hopefully have a little bit of fun here but what's the dream travel location from your past

Todd Weishaar: 18:51

so in the middle 90s I had a chance to live in Germany in a little town in northern Bavaria. And so living there isn't like traveling there but it was like the perfect location because if we got up in the morning and said I want Italian for dinner Yeah, I can I can drive to Italy in time or I want you know, I have French food for dinner I can drive to France or very, very close to the border of the Czech Republic. So from a travel perspective, it was perfect there wasn't anywhere you couldn't go but the city itself was glorious students spent more time there just enjoying the city itself than it did traveling around it because it was so fantastic.

Rick Denton: 19:27

Oh, that's nice. Tell me the name of the city. I want to have this markdown bumper Germany, Bomberg, Germany. Okay, so now everybody knows that. Not only do you get Germany you get France, Italy in the Czech Republic thrown in as well. I can't wait. I want to check that one out that that sounds really neat. What is a dream travel location you've not been to yet.

Todd Weishaar: 19:48

not been to yet would be Norway. So again, that's kind of my my lineage, mostly Norwegian and looks to be a beautiful country with great people and just a place I would love to To be a part of

Rick Denton: 20:01

I don't get Norway mentioned on the show that off it, but you're right. It's classic, the mind goes to the fjords, but there's so much more to it now, this text in here, right? So for those that are listening, both Todd and I are talking to you from actually Plano, Texas. We're both in Plano right now. And I gotta imagine there's a small window of travel opportunity that works for the Texans when it comes to Norway from a weather perspective. So we'll have to find a way between July 17 and August 3 to ticket out their country. What is a favorite thing to eat?

Todd Weishaar: 20:37

Normally, I would answer that question with pizza, because you can do anything you want with pizza. Sure. But more often than not, my favorite thing is to just ask somebody, what do you recommend? go to a restaurant, especially one of them that been to before and ask what do you recommend? it's rarely bad. And even if it is, I got out of my comfort zone a little bit and tried something I wouldn't normally try. So almost always will do that.

Rick Denton: 21:01

Your favorite thing to eat is "what do you recommend"? I love that. What a fun little twist. You win Todd, I have not had that one on the episode. This is this is cool. Okay, what do you recommend? gonna stick with that? So here's the opposite of the recommendation. What is the thing your parents forced you to eat? But you hate it as a kid?

Todd Weishaar: 21:20

Oh, cabbage. I still can't do it. You know, we grew up at a farm and you know, a lot of our vegetables in that cabbage, just one that I could not warm up to.

Rick Denton: 21:30

I alright with cabbage, but it's never my go to if it's there, I'll eat it. But it's definitely not my go to. grew up on a farm. where?

Todd Weishaar: 21:38

in Wisconsin.

Rick Denton: 21:40

Okay. Yeah, I can imagine. Well, actually, gosh, the Norway just should feel right up your alley, your all just fine with the cold temperatures.

Todd Weishaar: 21:49

Exactly. Surprisingly enough, Germany and Wisconsin are very, very similar as well, I mean, in terrain and weather. And it really felt like I was back in Wisconsin for my time there.

Rick Denton: 21:59

I could see that. That doesn't make sense. So with that travel, what is one travel item you will not leave home without,

Todd Weishaar: 22:06

you know, I'm always gonna bring a map, whether it's a, you know, old school paper map, a digital map, or Google Maps or something like that, I always want to have that with me, for a couple of reasons. So the biggest one is like, use Prague as an example, the few times that have visited there, if you've ever been there, there's a flood of people that go between the St. Charles Bridge and the Astronomical Clock, right? there's kind of two iconic pieces of prime. And there's just 1000s of people on what's probably about a six block path. But you go one block, and either side of that is deserted. And that's where that's where I want to see, right, I want to go deep into a city and understand not just the touristy things, which I still want to see too. But you know, what's it like to live there? What's it, one of the hidden gems, all right. And oftentimes, that means getting lost, and I don't love being lost. So I like to have that map to help me unwind my way back into the wider parts of the city. But yeah, I can't, I can't be there without that map to show me both where I've been and where I'm going.

Rick Denton: 23:09

I love the map there, I find that Venice is similar to what you're describing that there are very main paths that everyone walks in Venice. But if you purposely walk in the word block, I don't think necessarily applies. But basically just get slightly just one courtyard, one piece off of that main path. And it is as if you were in a different city, we took a walking tour there. And the guides purposely took us into these these spaces. And I had no idea that these these quiet, brilliant, more authentic, I think spaces existed. So your use of the map is important there because yes, there's some places that my goodness, I would be lost, it's fun to get a couple blocks off of the main road. But my gosh, I got to get back at some point. So you know, so back to thinking about innovation in the pandemic. We talked about how y'all use the pandemic challenge to get aggressive with innovation and customer experience ideas. Now, I know that not just the pandemic, but even other modes of watching movies presented a new challenge to the industry. How are you using that to inspire new ideas?

Todd Weishaar: 24:13

Yes, definitely. We are in a new environment. Yeah. But one of the first learnings that we've had is that started to look like a competitive issue was that customers who stream movies are also at the same people who go to movies, right? So these aren't different people. Right? So those customers are the same. So what we ended up competing against is your living room First off, but then we're also competing against all the other forms of entertainment. And this is even before we get into competing amongst the theater chain. So yeah, right, our first pass especially coming out of the pandemic, because we have to treat this as an industry challenge. So this is a across all of the exhibitors. So how do we again compete against streaming and how do we compete against the New Adult mini golf place? It's opened over in Grand scape here. It is actually, it's actually a lot of fun, but definitely,

Rick Denton: 24:59

It does look really Cool,

Todd Weishaar: 25:00

it is. But then it comes back to creating that right experience. Right? You know, we talked about escapism, and how do we keep that movie going experience fresh and new. So, you know, we've got recliners now. And now we have heated recliners, with with the, with the reserved seating. And another innovation, we've just started to, to kick off post pandemic was that idea of, as you mentioned, hey, when I get to the theater, now, I don't show up early because I don't have to fight for a seat anymore. So I'm showing up five minutes beforehand, and I go right to my seat, but oftentimes, if there's even the shortest line, that concession people will see that and say, I don't feel like waiting, I'm gonna go into the enjoy the movie. And that's some optimizes the experience, right? Because movies supposed to be with the drink and with your popcorn and with your snacks, right? That's the experience we're trying to create. So we launched a program called snacks in a tab, where you're allowed to, or where you're able to, on your phone, purchase your concessions at the point where you're buying your ticket. So a single transaction. And then say, you can either pick up when you get there, there'll be a slot where you can pick it up, or you can have it delivered to your seat. Yeah, yeah, exactly. And that's, again, helping us with that experience of, hey, you want the popcorn, but you know, how do we make it as seamless as possible? And how do you make this a single transaction. And basically, by the time you get to the theater, it's all done and your job when you get there is to enjoy the movie and enjoy your snacks. So another innovation we push there?

Rick Denton: 26:24

Yeah, that one it What I like about that, too, is I bet there's some there can be now I'm guessing, operational benefits to that as well in that instead of everyone loading up the concession, consumption moment, in those five minutes before the theater, you can actually use your team to pre plan that. And it's staged at the chair, the seats ahead of time. And all of that kind of allows you to almost what am I trying to say here spread out and distributed the effort associated with the delivery, the acquisition, and then the delivery of those concessions?

Todd Weishaar: 26:56

Yes, absolutely. And it gives us insight as to what's about to happen as well, you can see if it's going to be very busy. Oh, yeah, we can we can plan for that accordingly. Yeah, yeah. But it helps us deliver that better experience. And that little bit of insight, just knowing that the next 15 minutes are going to be really busy, we can react to that, instead of having to let it happen. And then and then kind of

Rick Denton: 27:15

scramble and absolutely. So unfortunately, I'm looking at the clock, and I realized we're running low on time here. And it makes me sad. So I do want to close out though, because we talked a little I teased a little operational there. And I think about you've got an operational background. And I know I've talked with guests in the airline and hospitality industry about that blend of operations and customer. And that's the you weave those together to create those great customer experiences. So you have you know, sort of a great customer focus, well, then you've delighted them. But if you don't have the operational, you only do it once and you won't sustain it. Um, tell me more about how you specifically weave those two worlds together.

Todd Weishaar: 27:54

I think it's a case of both listening to customers, and then watching them as well. Because what they say and what they do aren't always tied together. You know, you could hear that in the surveys and you know, the customer feedback and just, you know, speaking with customers on a regular basis, they're never going to really tell you what the innovation is they're going to tell you, you know, in a survey, what's wrong, what, what, what didn't live up to expectations, and we always have to make those better. But if you watch them, that's where you can start to see those innovations form like we mentioned earlier with the private watch party like pay someone tried to buy all the seats. Yeah, what do they what is it that they're trying to do? Oh, well, okay, there's that there's that insight let's let's dig in. Let's learn there. And then also a snacks and a tap the original version of that head to head you ordering your concessions on your phone? Well, that's not the experience we want. Because what's worse than being in a movie theater when someone's on their phone? Oh, yes. So you say well, what does that look like if we do it in advance? And why not do it when you're buying your ticket, right? Because that's, that's your captive audience. So just understanding that flow? What are they doing at each step as well, that's where the innovation will come from. So we have to hear the customer because they're going to tell us what we need to keep doing. But you have to watch the customer to see where that next innovation should come and see where you can either make that a better experience or make it more seamless

Rick Denton: 29:07

I like that hear and watch that is and then you didn't say it but you did say it and then act upon it right? So

Todd Weishaar: 29:15

Oh absolutely

Rick Denton: 29:16

you listen...you watch it. It's not just you're not just sitting at the movie, when you're watching the customer or hearing them you're actually then creating the the movie and acting after the fact. Well, Todd, this has been fun I've enjoyed and I was even surprised by some of the things I've learned because I know you and I've continued to talk throughout the this period. But I learned a few new things today and enjoyed that. So Todd, I appreciate you kind of walking us through what happened those first few days and then how you pivoted that into innovation. I definitely want to get to Bomberg and absolutely that at some point. And it was it's just nice to be able to get kind of the peel that curtain back and see how your industry is really creating what is needed to bring folks back to the theater and have that that shared experience. That has been missing for so long, Todd, I thank you for being on the episode today. enjoyed the heck out of it. Get out there and see. See a good movie this evening.

Todd Weishaar: 30:10

Sounds great. Thanks again for having me. We'll see you at the movies.

Rick Denton: 30:16

Thanks for joining us this week on CX Passport. Make sure to visit our website cxpassport.com where you can hit subscribe so you'll never miss a show. While you're at it, you can check out the rest of the EX4CX website. If you're looking to get real about customer experience, EX4CX is available to help you increase revenue by starting to listen to your customers and create great experiences for every customer every time. Thanks for listening to CX Passport and be sure to tune in for our next episode. Until next time, I'm Rick Denton, and I believe the best meals are served outside and require a passport.