Across its Australian venues, Bounce welcomed more than 2.5 million guests last year with plans to double its footprint and enter new markets in the coming years. To achieve it, Bounce is focused on delivering a customer experience that maximises the time visitors spend on its core proposition – inspiring movement, self-expression, and human connection.
Simon McNamara, co-founder and CEO of Bounce, says that, first and foremost, a high standard of customer service is vital to attract and retain customers. He’s given the 1,200-strong Bounce team a mission to bring the love by engaging customers face-to-face, inspire progression by improving people’s skills and grow the tribe to create a loyal following.
McNamara explains that while Bounce offers a physical experience, it strives to make the end-to-end customer journey as frictionless as possible. He sees technology as an enabler, streamlining visitors’ interactions and enhancing customer interactions so guests can enjoy the facilities.