What Expert Authority World™ is saying about the show:
- Crisp and interesting interviewsby Joel Goobich from United States
As someone who created one of the first podcasts dedicated to video marketing, I was very impressed by your recent episode about using video. Your interview style is crisp and interesting
- If you are in business, this podcast needs to be on your playlist.by Macstephen1 from United States
Mario has a great conversational style that helps his guests shine. This show is a must if you have an entrepreneurial spirit. It provides thought provoking content that will help any businessperson in their quest for success.
- New Subscriber here and on your YouTube Channelby Angela Brown Oberer from United States
Wow Mario you have a real knack for interviewing. You ask great questions and have a fun way of keeping the conversations lively and interesting. After listening to your episode with Owen Video I subscribed to your podcast and then I hunted you down on YouTube. High Five and great job!
- Very Professional & Engaging Show!by Mitche Graf from United States
Mario is extremely engaging and can hold your attention, and is a great interviewer! He has some great guests that really get into the details of running a successful business. Keep up the great work Mario!
- Great Contentby Pilar S. from United States
Excellent! LOTS of advice from experts. The most recent episode talks about speaking–a must-listen for anyone who presents or is thinking about presenting.
- Great content!by @Mentally_Strong from United States
I really enjoy your podcast each time I listen. The content helps any entreprenur level up with they do. Keep it up and thanks for each episode.
- Professional and Informativeby Bruce at Mindfulness Mode from Canada
Mario Fachini is an excellent interviewer and has terrific guests on the show. I highly recommend this podcast.
- Great Podcastby Amber Fuhriman from United States
I love the topic of this podcast. The episode with Tod Lindsay is super super helpful!!
- Great find!by Reed Stiles from United States
Great message and content. Stumbled upon this due to the cool logo, stayed for the content.
- Great show and great host!by Laurapowers44 from United States
Love what Mario offers! So glad he is doing his show and providing all this helpful info! Keep them coming!
- Walks the walkby Me15463 from United States
Mario encapsulates everything he talks about on the show. Be sure to tune in to this!
- Honest and authenticby Deano3622 from United Kingdom
Wow, just come across this podcast. Mario is such an awesome guy. He comes across so honest and genuine. Loved the content. I honestly don’t know where you find the time?! Keep it up Mario, love how honest and real you are!
- Walks the walkby Me15463 from United States
Mario encapsulates everything he talks about on the show. Be sure to tune in to the this!
- Great and insightful!by Karty12345 from Australia
I really enjoyed this podcast, so much relevant content. Thank you!
- So much Value..!by Alex Dali Rizo from United States
Great content, I really recommend this to any Entrepreneur looking to excel in their path, Mario brings topic experts to teach and inspire your day
- Inspirational Intentional Informationby 10Kforte from United States
This podcast shares the stories from people that are doing whatever it takes to rise up and help others along the way. “What Are You Made Of” is one of the many messages shared on the podcast. There are so many takeaways that are applicable to anyone. I really enjoyed listening.
- Wow!by Tyscoaching from Australia
Just listened to the 'rescue site AED Program' episode! If you love epic stories and inspirational people, this is the podcast for you!
- Motivation on Tapby AnthonyPGarcia from United States
Mario brings on some of the most impactful entrepreneurs to hear from. He dives into the key performance factors of their business. He extracts information very well and keeps the show flowing very smoothly. Definitely a show to subscribe to!
- Starting a Movementby JustMe2say from United States
There are many areas of business and entrepreneurs have an opporunity to gain some insight with this podcast. Excellent interviews!
- Great Podcast For Entrepreneurs!by The Big Game Hunter from United States
Full of knowledgeable guests and useful information that will help you accomplish your goals in business and in life!
- Mario Truly Care About His Guestsby Podcast Junkies from United States
Having met Mario and spent time with him at Podfest I can truly say that he is passionate about his show. He’s genuine and that clearly comes through in his own story and what he brings to every interview.
- Put your thinking cap on!by Sergeson from United States
This is probably one of the most information dense podcasts I’ve listened to in many moons. Each episode could easily be expanded out into 2 or 3 hours. Mario does a great job of asking the right questions to get his guests to reveal great tips, tricks and advice. Sure a lot of information can be applied to an entrepreneur but I found a lot of advice applicable to my personal life. This podcast is definitely worth my time to listen to and I’m looking forward to more episodes to come. Great job!
- Relavant for anyone!by HarloB from United States
I really enjoy Mario and his shows. The Stress and Anger in the Workplace episode was great because it cut to the chase of all the issues around this topic. Great interview!
- Mario nails it!by Mickiezada from United States
I've listened to Mario for a long time...his podcast is well produced, his guests are influencers and authentic authority, and chock full of insights and inspiration for entrepreneurs. Love it!
- Mario is the real dealby jamesnewcomb.io from United States
I’ve known Mario personally and professionally for over a year now. He is genuinely interested in helping people succeed, and consistently over delivers in his interactions and valuable advice with fellow entrepreneurs, podcasters, what have you. In this era of showmen who “give value” only if they think they’ll get something in return, Mario stands out as a man among men. Listen to his show and learn what true leadership and value in the marketplace mean.
- Listening On My Entrepreneurial Journeyby FromLisa2 from United States
I was surprised when I stumbled over the servant leadership that shows up in these episodes. It's collaborative. It's focused on relationships with clients versus transactions. I especially enjoyed the episode on getting clients without "selling" because it's more about genuine relationship building.
- A Giftby Lisa Vogt from United States
Mario uses all his talents, gifts and abilities to produce this life affirming show. It's incredible that we are able to grow our abilities and develop our talents and gifts just through subscribing and listening. Thank you Mario!
- This show is ON FIRE!by tibor.mindsethorizon from United States
Love your show Mario! Your niche is close to mine but I focus more on mindset and manifestation in a business setting. I tuned into episode #103 with Karen Brown which is dope! Keep up the great work!
- Entrepreneur Must Listenby HWoodwriter from United States
If you’re an entrepreneur this is a must listen show. So many inside tips and thought processes behind moving your business forward. Mario does a great job with the guests by asking the right questions at the right time. He and his guests give the information you need to grow your business and leadership skills.
- What a show!!by CWLuecke from United States
Man, do I love interviews with world-changers! Mario does an excellent job gathering the cream of the crop for his show and giving insightful interviews. Check it out!
- Loved it!by Seodrigo from United States
This interview was very enjoyable. Mario brought on a wise guest by the name of Michael Lauria. I loved the interview and Michael's perspective on the topic. He had wonderful insights and around min 31, he hit something very profound. Excited to share what I learned today with others. Way to go!
- Great listenby trinity3712 from United States
Good listen. Great range of guests and topics. Something here is you keep listening will help you in many areas of life and leadership b
- Great Knowledge!by Jon Vroman FRD from United States
Great show Mario! So much valuable information in one episode!
- Excellent show, very imformative!by Shaolin Soprano from United States
Mario loving the podcast bro, great content, immense value. Enjoying these interviews!!!
- Helpful Information!by The Medicare Nation from United States
Love the valuable information on these episodes! Lots of tips & tricks for every Entrepreneur to use. Kudos Mario! Diane Daniels Host of Medicare Nation
- Love Mario’s Attitudeby marisaimon from United States
Mario’s heart shines through his interviews, making these fun and positive, and the people he brings on offer such a wealth of knowledge.
- Lots of Great Info!by DarlajPowell from United States
Mario provides lots of great info and advice in this 7 day a week show.
- Great Content!by LanceJohnson_ from United States
Mario does a great job of share valuable information that every entrepreneur could use and apply to their journey. Great work! 🙂
- Important information!by Allmenow from United States
Very engaging information. Mario draws out experiences and knowledge from his guests. Loved the show!
- Difference-Makerby Unlimited Beliefs from United States
Mario is a master at bringing out, shining a light on, and internalizing the difference-making mindset. His knowledge and experience and mission enable him to synthesize information into diamonds for all of us! What you want is accessible by taking in this show!
- Excellent Informationby Stallion golf from United States
Great advice and information with a wonderful blend of topics! Loved the episode with the british healthcare professional and the ideas shared on how to make the industry better.
- Motivating and valuable informationby Calvin Javier from United States
Great insight on mindset from business leaders and entrepreneurs making things happen. Definitely worth your attention. Will be listening and learning more!
- Good informationby FIRE NATION! from United States
Engaging interview with a british health pro, I was surprised to hear the similarties and the application she has for making healthcare better
- Greatnessby MiaSportFanatic from United States
Have had the chance to listen to one show so far but man, we should be paying for this information. Lots of greatness. Thanks for the heart to serve.
- Listen to the experts - and thrive!by The Marketing Book Podcast from United States
There's a lot of advice out there these days but, sadly, a lot (and I mean a LOT) of is from people with little to no expertise. That's not the case with this gem of a show. Listen to what the experts say and profit from the experience!
- Show is amazing!by JohnnySwim32 from United States
I love learning about mindset and how to master my thoughts. This show provide the tools!
- Great show!by Jefferson_79 from United States
Great information for all businesses.
- Good value!by Audrey purplele from United States
Great information that applies to any business! I really felt he provided value for my time.
- Interesting Topicby Eric Oler from United States
Interesting topic. Great interviews. Keep up the hard work!
- Helpful Advice from Expertsby ichuck2 from United States
Mario talks to experts in a wide range of subject matters and asks good questions to pull out helpful advice.
- What a great show!by Christopher List from United States
Mario really brings out the best in his guests. The police dog trainer had such a great story. Can’t wait to hear more!
- Great!!!by tommye w-c from United States
Great podcast, awesome guests, incredible host!!!
- Fun & informativeby Saoirse Sky from United States
Some people want something fun, others want something informative. This podcast gives you both!
- Great show!by CJThomas6 from United States
Very inspirational show! Appreciate the advice and thoughts shared by the host and his guests!
- Great podcastby Rosie81200 from United States
Great podcast! Love hearing about the guests’ journeys and what they learned from them.
- Never Stop Learning!by Terri in Fairhope from United States
Tune in to this great podcast and host! You're probably really good at what you do (top of your game...an Expert Authority), but there is always more to learn...streamline processes and gain more freedom in your life. It's not always about the bottom line. This one is worth a listen!
- Amazing!by KatieBrooksIV from United States
If you're looking for inspiration, tune in to listen to Mario and his top notch guests. I find that I am always much more motivated after listening to an episode of Expert Authority Effect!
- Wonderful show!by @IV-Heather Tieben from United States
Mario is a great host & puts on a wonderful show. The quality of his interview guests and entire production is impeccable, I couldn't recommend Expert Authority Effect more!
- You Will Not Be Disappointed!by Composer 1853 from United States
Mario does such a great job of engaging his guests from several different disciplines.
- The hardest working man in Podcastingby EOFire.com from United States
Mario brings the HEAT with real energy and FIRE...don't miss the meteoric rise of this show! ~ John Lee Dumas
- Great interviews and guests!by Mel Good Karma from United States
Thanks for hosting such great interview guests. Look forward to hearing more and kudos on so many a week and also videos!
- Fantasticby Jason A. Duprat from United States
Awesome podcast, going to be adding this one to my list. Interesting topics with great interviews, good sound quality.
- Enjoying!by Slordan from United Kingdom
Enjoy listening to Mario and how he opens up the conversations to ensure it’s as relevant to us as listeners!
- Nice variety and interesting topicsby emjgreen from United States
Love the variety of topics presented here on this show. Looking forward to listening to more of Mario's show.
- Super Marioby jamesnewcomb.io from United States
Mario is the real deal and BRINGS IT to his own podcast and everywhere he interacts in the world. If honesty and vulnerability bother you, please move on to the next podcast.
- Great Content! Great Interviews!by No BS Mompreneur from United States
Wow! Really enjoy listening to all these fabulous expert authorities!! Lots of valuable take aways that I can implement into my life. I will continue to listen and share with others!! A+++
- A great addition to build authority and create an impactby Cloris Kylie from United States
A great addition to build authority and create an impact. Also, a different twist on the topic. Engaging. 5 stars!
- Filled with motivation and ideasby Thomas O'Grady, PhD from United States
Mario does a great job interviewing and pulling the stories behind people's stories or success. Good pleasant listen. If you are in a journey of your own, these episodes will give some things to bring into your on life.
- spartancvby spartancv from United States
Great job following your passion, your purpose and creating this podcast to help serve others! Keep up the excellent work.
- This podcast is the bombby Posturedoc from United States
Mario always crushed it, and this podcast is another example of his amazing insights and knowledge!! Great work.
- Wow - love the video show.by Thehighenergygirl from United States
Thank you for the encouragement and tips on how to succeed on video and the repurposing idea.
- Motivating and Inspiring!by KatyJoyWells from United States
Mario brings such enthusiasm to his shows and his content is fantastic. I’m always learning new things to implement or new ways to grow, thanks Mario!
- What a great show!by Gene_HPLN from United States
Awesome podcast! Mario brings great topic, great guests, and it is very easy to listen to. I definitely recommend for anybody interested in business success!
- It's greatby Ian Ryan from United States
Just had a chance to check out your most recent episode appreciate the great insight! Great delivery from the host & can’t wait to dig into future content.
- Love it!by Brendan @ Entrepreneurs&Coffee from United States
I love that this interview podcast doesn't feature the same old folks that everybody has on their show. Keep it up, Mario!
- Amazing!!!!by Lindsey Russo from United States
This show is so impactful! Hearing from the experts and how they take authority in their space is so amazing. Looking forward to more episodes!
- Learned what I didin't even know I neededby Camilla-Jean from United States
Great info. I love the Q episode because I get just quic interst snippets that may get me thinking about where my business might go.
- Fabulous Interviews!by Life&RelationshipCoach from United States
Mario does a fantastic job interviewing really interesting and successful business people who explain how they got to where they are - tips you won't want to miss when your trying to grow your business! Keep up the great work Mario! Coach Riana Milne
- A+ Showby Gisele_Oliveira from United States
I love this show. It's so entertaining and I learn a lot from the interviews. I highly recommend this show if you want to level up his game as an authority.
- Inspiration, transformation, success stories!by Chabo101 from United States
The title of this review should just be enough but it is just more than that. Its life lessons, its listening to personal struggles and how they over came those struggles. Love to hear from people that change the world through their struggle and the lessons that i learn from them are just more than amazing. I love this.
- Great interviews!by AlyciaDarby.com PodcastManager from United States
These interviews are well done and his guests are prepared to give really specific insights and stratagies... great podcast, Mario!!
- Inspiring story of courageby StrongHeart<3 from United States
I love that she found gratitude in her circumstances. lorie is an inspiration
- Powerful!by The Food Heals Podcast from United States
Mario's interviews cover a variety of topics and provide great value in all areas of your life! Episode 15 discusses how change is temporary and transformation is permanent which was really powerful for me. I love this message! Thank you!
- Great content!by Blakeob85 from United States
Great answers to common questions many entrepreneurs have! Thanks Mario for sharing your and your guests' insight!
- Real Actionable Tactics!by MattBMaverick from United States
What I like about Mario's podcast is that he pulls out actionable tactics from his guests that we, the listeners, can actually use. Great show!
- Great Listen!by Real Estate Investor from United States
Mario and his guests provide useful techniques to succeed in any business venture. The interview style promotes learning through real life examples of his guests. Great listen!
- Great interviews!by Matt B 1818 from United States
Love hearing these interviews and learning from people who are top in their industry. Mario is a great host and is not afraid to share his emotion!
- Love itby Duffash from United States
I love hearing interviews of successful business women and taking away what I can learn from their journey. Mario is a great host! I have enjoyed what I have learned so far. Congrats on the launch of your new podcast!
- Strong, professional, enthusiastic!by pm legs from Canada
If you're looking for an interviewer who's going to take you to investigative places to help you be your best you, through your professional life, you'll love listening to Mario!
Listen To The Episode
Watch The Episode
Subscribe to EAInterviews
3 Expert Authority Insights™ To Apply Now
- Loyalty is the brand.
- Understand as an organization that your customers have lives outside your four walls.
- People do business with people they like. People do business with companies they like.
- Winning With Google in 2020: I have no doubt you want to for your business, But who do you trust? and where do you start? I’d advise Rosh Sillars. Not only is he Episode #0022’s featured VIP Guest, but he’s also a Google specialist with: Search, Advertising, & YouTube. And I had him put together this FREE “Winning With Google in 2020” guide for you to get started with right now.Download the Winning With Google in 2020 Guide at www.EAInterviews.com/RoshTips
- Business Book Checklist: Save five-plus hours for every prospect to generate more leads and find out all the reasons why every business needs a book, including your reasons. Download the Business Book Checklist at BusinessBookChecklist.com!
What You’ll Learn In This Episode
**Click the time stamp to jump directly to that point in the episode.**
[0:39] SPONSOR Business Book Checklist
[1:11] Rob’s inspiration
- The casino industry didn’t have a loyalty program
- When Rob retired, he began consulting in the casino industry
- Rob built a company with a coalition loyalty program
[9:20] What does Rob do
- Building relationships with your customers through your brand
- Help them understand what’s going to motivate them each to get both the best out of that relationship
[10:14] Rob’s objectives
- Give our clients the ability to expand their brand beyond their core competencies
- We understand end user persona
- We know how to motivate them
- More personalized interaction with their end user while they’re living their everyday lives
[13:28] How to create loyalty
- Adding other things of what people are doing online
[18:14] We have an opportunity to let your users think about how your brand can help them in their everyday lives to earn extra that they can only exchange for your rewards points
[28:25] Companies have to have enough clients that they want to engage with those clients in such a way that makes them a customer for life
[32:08] It’s the appreciation of you as an individual
[39:07] Why mail is still being used to earn loyalty
- You’re the only one there
- They’re talking to a customer
- Focused and targeted
[40:22] I know enough to say that if I know, I’ll let you know. If I don’t, I’ll find who does know
[45:59] SPONSOR Business Book Checklist
[46:14] Imperfect Action Round
- The fastest path to the cash is know the customer
- The biggest problem of prospects is sometimes they have a myopic view of their existing loyalty program
- The fastest way they can fix it is to innovate
- The best way to maximize customer lifetime value is whatever you can engage with that customer for his expectancy to literally live
[51:55] Thanks to our sponsor, Business Book Checklist
EA Interviews Episode 104. Inspiration, transformation, success stories, and the Imperfect Action Round seven days a week. Join Mario Fachini for today’s Expert Authority Effect Interview.
Mario Fachini [0:13]
Have you wanted to retain your customers? Do you want to attract more clients? You put all the work into your business, but how do you keep people there? I am excited because I have Rob Gallo, CEO of CompLinks. And he specializes in loyalty programs. And he’s going to be sharing with you how you can do and achieve all of these things in your business. I’m going to bring him up right after we thank our sponsor.
SPONSOR Business Book Checklist [0:39]
Why every business needs a book including yours? Would you like to save five plus hours with every prospect, generate more leads, and profit in your business now? Visit BusinessBookChecklist.com and learn how you can implement this in your business today.
Mario Fachini [0:54]
Here is ladies and gentlemen, Mr. Rob Gallo. Rob, how are you feeling today?
Rob Gallo [0:57]
Excellent. How are you Mario?
Mario Fachini [1:00]
I’m great. I’m excited to have you on the show and share with Expert Authority World the importance of loyalty programs. How did you get into it? And why did you pick this field?
Rob Gallo [1:11]
Well, it’s a long story. I’ll give you the short version. I think I have about two minutes. So I was originally in the casino industry back in ’97. And we launched an online casino that didn’t have a loyalty program. So we built our own from scratch with our tech guys. And we learned a lot as we were doing it, probably more from our mistakes than our successes. But we eventually rolled it into our five properties and allowed customers to earn from one and burn off at another. And we started to build personas about each individual client and how they responded to certain stimuli so we would know if someone was a blackjack player or a video player. We would only send them those types of promotions that they would earn points for that they can redeem at a later time. So fast forward, I sold the business in 2010. I retired and I began consulting in the casino industry. And between the land based casino and the online casino, the convergence of the two, they didn’t speak the same language. So I kind of married the two there and did a couple of consulting gigs. I still do. But then in, I think, 2016 or 15, my daughter graduated from Business School. And we were looking to acquire a company that was a company here in New York that had a coalition loyalty program where you can buy from one place and earn on a stored value card and then burn it off somewhere else. And I’m like, “Wow. This is really an interesting concept.” So we couldn’t come to terms with the owner. So we ended up building our own. And I contracted with the original guys that did stuff with us in in the casino business. And we built what’s called CompLinks. And the name is derived from “comp” in the casino world means complimentary. And “links” obviously it links to two components. So that’s how we got started. And then from there, we just started to expand beyond the casino space. And it’s been a great ride, for sure.
Mario Fachini [3:17]
Well, I love that story. And I want to dive a little bit deeper because you said a few really interesting things, the casino world and online, and then the third part 97. They had internet back then?
Rob Gallo [3:32]
Yeah. I had a 14 four baud rate modem. So you dial up and you hear all those noises, that people don’t even know what that is anymore. And we dial in through AOL. And it’s funny. Oh, you don’t want to hear something funny too. This phone right now has more computing power than the first computer that we launched in the casino on in 97.
Mario Fachini [3:55]
Geez. I remember those modems, the 56K and you couldn’t get more than 288. And were you using prodigy to email your clients?
Rob Gallo [4:03]
Yeah. Well, we had an AOL and I had EarthLink. I don’t know if you remember Earthlink.
Mario Fachini [4:09]
You’re using the Netscape browser, perhaps.
Rob Gallo [4:11]
Exactly. Exactly. But it was a great ride. And we were way ahead of the curve. So we licensed the software from another company called Cryptologic in Canada. And the thing is, is that they, like I said, didn’t have a loyalty program. But their platform was excellent. So they were way ahead of their time. It used to take someone two-and-a-half hours to download the lite version of the software, which just consisted of blackjack and maybe four slot games. Could you imagine waiting two-and-a-half hours to download something?
Mario Fachini [4:45]
Now, I’m thinking what was that one or two megs?
Rob Gallo [4:47]
Yeah. Oh, no. It was probably five or – five megs. I think it might be four or five megs. Ridiculous.
Mario Fachini [4:53]
That’s crazy. What did you notice in the late ’90s where everything was going? Because it sounds like you not only were ahead of the curve and saw that but had some vision for where it could go in the future.
Rob Gallo [5:07]
Well, I knew to stay away from sports betting in the sense that that was already deemed illegal. But the way the law was written in 61 that made online gaming “illegal” was they never really contemplated someone could play video poker or blackjack over a phone line. So they didn’t really include it in the Wire Act of 1961. So the long and short of it is, our legal advice was just do casino and poker and you’ll be fine. And we were. In fact, I paid my taxes for the duration of the business that we had down there. It came back in 2010. No problem. I know a lot of guys in the sports betting business that were kind of stuck in Antigua forever. But, yeah, thankfully we skated out of that one.
Mario Fachini [5:59]
Well, I’m glad it went so well for you. And you were saying so 97 to 2010 and then you sold that company and started this one.
Rob Gallo [6:07]
Well, I had a hiatus in between where I had a pretty good exit. And I backed into consulting, sort of by happenstance, the former poker manager for Crypto called me one day and he says, “I’ve got this guy who invented a machine that scrambles ,shuffles, and deals real decks of cards, and then digitizes the results to play them online.” I said, “Wow. That’s pretty neat.” Because people were uncomfortable with an RNG. How did these – what’s the seeding? How does it really happen? So this guy invented a machine. His brother actually built it in his basement. It’s pretty cool. So I went out there and I consulted for them for maybe six months. But I tried to give them a new direction to go more B2B and sell the the platform. But it didn’t really pan out because most of the incumbents that were already in the poker industry didn’t want to say, “Okay. Well, here’s a better solution.” Because then it’s like, what did they do for the last ten years? You know what I mean? So it became a difficult scenario. They’re still in business. They’re still plugging forward. But then I’ve done some other consulting in the online space. Grand Belize Entertainment opened up a casino in Belize – I helped them – Lucky Dog Entertainment, working with Parx Casino. I’m still working with them now in the new platform that I built. So like I was saying, so beyond the casino aspect of it, when we turned into – when we launched CompLinks in 2016, the idea was specifically in the casino space. But then I was at lunch with a buddy of mine who I’ve known for 20 years. He’s on the board of a major Qsr, Quick Service Restaurant, and he says, “How come we’re not using this in our place?” And I said, “That’s a good idea. I don’t know why.” So he hooked me up with CMO and we had a conversation. I showed them what CompLinks was all about. The value it adds to their company. And they were blown away. Like, “This was great.” The problem is that they don’t have an existing loyalty program. Ours is kind of an add on. So we’re in the process now of – they’re putting out an RFP in Q4. And we’re in the process of working with other providers who provide the actual loyalty platform to integrate our platform so that the end user will have a seamless solution. So we are a B2B2C company. You know what I mean? If that makes sense.
Mario Fachini [8:38]
So who are you really helping with it? And what are you doing for them? You mentioned a restaurant, but are you only working in restaurants?
Rob Gallo [8:46]
No, no, no. So the way it works is, if you have your own loyalty program and you have at least 20,000 active members in order to make it financially viable. The way it works is – so let’s backtrack first. Let’s say what is loyalty? What is loyalty to the average person? When you think of loyalty, Mario – let me ask you this question – you think of Starbucks, you think of Apple, you think of BestBuy. They put visions in your mind of what it means to you.
Mario Fachini [9:15]
Subway is one of them. They were one of the first ones that I remember.
Rob Gallo [9:20]
Okay. So when you think of Subway, you buy 10 subs, you get the 11th one free, or whatever it is. So you think of $5 footlongs or what are their marketing campaigns. Loyalty, in all honesty, is beyond points. It’s really the brand. And that’s what a lot of companies have a hard time understanding is that it’s building relationships with your customers through your brand. And this is just one other mechanism to do it. So what we do is we don’t build loyalty programs per se. We build relationships between clients and their end users. And we help them understand what’s going to motivate them each, the end user and the client, to get both the best out of that relationship.
Mario Fachini [10:09]
How have you found it’s been improving the companies you’ve helped?
Rob Gallo [10:14]
So the beauty is that we do it as a fully managed solution. And this goes back to my casino days. Because as a casino operator, I recognize you’re running around every day like your hair’s on fire. There’s just so many things to do and you don’t have time to bring in yet another great idea. So when we conceived the platform, we figured, let’s build it to where it’s turnkey. They don’t need to worry about it. They sign off on all the imagery and all the content and all the copy that we write for them, but we do it so they don’t have to. And then the relationship between the end user and ourselves stops at our platform. So for example, in the casino industry, if someone sends an inquiry to us saying, “Hey, I played blackjack. I didn’t get my bonus.” We direct them to them. But at the same time, if someone says, “Hey, I bought a ceiling fan from Home Depot and I didn’t get my points.” They would come to us. So what it’s done is it’s given our clients the ability to expand their brand beyond their core competencies per se. So if you look at what Southwest is doing with their rapid rewards marketplace. If you look at Shell is what they’re doing with their fuel rewards program. They’re compensating their customers for shopping at other places. But then they can only redeem those points back at Shell or back at Southwest for their miles or their gas. So it’s kind of a hybrid coalition. And unfortunately, it sounds complicated but it’s super simple. If you know what Ebates is – I don’t know if you’ve ever heard of Ebates. Ebates is cashback to an end user for shopping at 1000 different retail stores like Walmart, Kmart, Home Depot, buying stuff from StubHub and a thousand other places. And then the customer gets the cash back. So we’ve taken that to the next step and allowed customers who have clients – excuse me – clients who have a million, 2 million, 10 million customers in their loyalty program to expand beyond what their core product or service is.
Mario Fachini [12:30]
Well, it sounds like you’re helping a lot of companies with it. Who would you say is the biggest transformation you’ve been able to give someone?
Rob Gallo [12:36]
The biggest transformation, I think, is still in the casino industry. And I think that the reason that it is, is because, again, we’re experts in that field. So we understand end user persona. And we know how to motivate them beyond just slots and spinning wheels. And again, it’s not even just the cash, really. It’s just the interaction that that the end user really appreciates. So it takes it to the next level of a more personalized interaction with their end user while they’re living their everyday lives.
Mario Fachini [13:18]
How long does it take to implement a program such as this? Should someone expect three months, six months, 12 months? What’s realistic to see some viable results in your experience?
Rob Gallo [13:28]
That is a great question, Mario. And here’s the real rub is, in the casino industry, particularly – and maybe this is subconsciously why we also wanted to think about other industries. It takes forever. The sales cycle for whatever reason – well, for a number of reasons is ridiculously long. I don’t know if you’re familiar with the online gaming industry and how it’s becoming more prevalent in the United States. So New Jersey, you could play online in New Jersey legitimately within the state borders, Delaware, Pennsylvania, and Nevada, West Virginia is online. There’s probably, I think, six or seven or maybe eight states. But that took years to happen. In this industry with the loyalty platform, the issue really is number one change. Change for anyone is scary. So we’re just trying to position it in the sense that you’re better off now – or in the future than you are now with an innovation that your customers already want. And the proof of what they want is Hilton is doing it, Marriott is doing it, British Airways is doing it, Shell’ fuel rewards is doing it. Barclays Bank has an online coalition loyalty platform. And maybe we should have started with this really to have people understand what it is. And as I mentioned earlier, it means you can buy from many different places but only redeem at one. So that’s kind of a hybrid of a coalition. Because a true coalition, which was plenty by American Express, which they disbanded last year. They tried it and it failed for a couple of reasons. But anyway, that was where I could buy from many and I could burn off at many. And then the merchants would settle behind the scenes of, “If I transfer points for him and he transfer points to me, we would reconcile at the end of the month.” It became a nightmare. So what we did, again, as a hybrid is – I can’t take full credit for it because Marriott, Hilton, and all those other brands that I mentioned have been doing it for six, seven years. So we just perfected it, particularly with the casino space.
Mario Fachini [15:47]
Well, kind of what you’re saying it’s unfortunate but it’s also kind of somewhat funny because we went from, you know, before using money, it was all barter system. And then we get currency. And we started using all these different things. And now I see a lot of companies trying to go back to the barter. And it’s kind of what you were saying with American Express’s, “Well, you give me your points. I’ll give you my points, this and that.” And when you overly complicated and track it, especially for large companies – I mean, one of the things I tell my audiences when I’m speaking is, when you’re going from five clients to 50, from 50 to 100, from 100 to 250 plus, you need systems to manage all this stuff. Because you’re not going to be able to scale it if you don’t have systems in place. And it sounds like the same thing. When one companies trying to manage the benefits to the other 50 companies and it’s not coming back from them, it kind of seems akin to the barter system where it’s like, “You give me a fish. I’ll give you a knapsack. And we’ll buy shoes with it somewhere else.” But no one’s really tracking it. Or it’s very difficult to track.
Rob Gallo [16:58]
Yeah. Well, again, that was the precipice of us building the platform the way we did. In that we manage all the relationships with the flagship property. So let’s say we have Home Depot, we have Walmart, we have Target, we have BestBuy, we have a thousand, near to a thousand, about 950 other major brands, Target JC Penney, Macy’s, hotels. And we manage all those relationships and we negotiate all the deals with them. The client, our client, only has one relationship with us. We handle everything else in the backend. Now, they can see it in real time. They can pick and choose. So for example, we have a hotel chain that is a licensee of ours, licensed in our technology, and we have another hotel chain on the front end. They won’t see the competitors brand as a way to earn money. Because that would be a conflict of interest. So with a click of a button in the back end, the way we built the platform is we just turn it off so they can’t see it. So it’s a fully managed solution in that respect.
Mario Fachini [18:08]
So it seems pretty brainless for the people that want to get involved with it since you manage all of it.
Rob Gallo [18:14]
Yeah. Again, the problem really is change. So what I want people to understand really, whether they do business with us or anybody else out there is that, the innovation of loyalty has come a long way. All right. You think about, like I mentioned, you buy ten Subway sandwiches, you get the 11th one free. And there was a Seinfeld episode – I don’t know if you remembering seeing that – where Elaine has this card and she’s like, “Yeah. The subs really aren’t that great but I got to get one.” Soit’s that mentality. And then we went to the cards and I think I showed you these cards. I’ve got 19 of these little cards from Lowes and Rite Aid and whatever, Best Buy. These are great but they’re antiquated now. So everything is digital know. And this is what people expect. So the idea is to understand as an organization that your customers have lives outside your four walls. And they’re interacting with other companies anyway. If you have the ability to create an environment, which is what we call the rewards everywhere marketplace, that allows your customers at a hotel, a casino, QSR, Quick Service Restaurant, even nonprofits – we’re starting to work with a nonprofit down in Florida – we have an opportunity to let your users think about how your brand can help them in their everyday lives to earn extra that they can only reward – exchange for your rewards points.
Mario Fachini [19:52]
It sounds like once people shift from the competitive nature and mindset to the creative, you realize instead of looking at it as, “Oh, they’re competition. I don’t want them but shop when they already are,”You now open the whole world to be your allies in creating synergies with all these companies they’re going to anyway.
Rob Gallo [20:13]
Yeah. Yeah. Well, again, I completely understand on the competitive level that if your Shell as a fuel rewards, you’re not going to reward someone for buying gas at Amoco. That makes perfect sense. I get that. And we built the system to not allow that to happen so you can click a button and not show any of those competitors as an earning mechanism. And then we’re also adding some other things in there of what people are doing online. So taking surveys, marketing surveys, people do this all the time. So now that’s one other thing. Buying gift cards. We’re working with a group here in New York that’s also going to implement our gift card program. What’s the other thing? Oh, travel. So we affiliate ourselves with a travel site that you can book travel right on our site. Again, and our clients benefit from this and that their customers are looking at their brand, booking travel, getting competitive rates from companies like KayakBooking.com, Hotels. com. There’s a couple other thing I can think of. And then earn rewards exclusively back in your platform. And the last one is games. People are playing games. So we’re working on a deal with a big game play for fun type of manufacturer that will allow your customers to earn points that they can, again, only exclusively redeem with you.
Mario Fachini [21:39]
I like that you’re turning the whole world into a beneficiary no matter what you’re doing, it sounds like.
Rob Gallo [21:46]
Yeah. It’s a true win-win-win. Because the customer is winning because they’re thinking, “Okay. Well, now I’m getting rewarded for doing things that I’m doing already. I’m creating more of a brand affinity to this company. This flagship brand.” So here’s a statistic, 57% of people in a rewards program stop using it because they say it takes too long to earn a reward. So this is true in the casino industry. In the casino industry – And I’ll use these numbers because I know them intimately – the average casino customer spends ten days a year on a casino floor. He loses on average $88 dollars, this is average now. This obviously skews numbers on both sides. So that’s $880 per year. The average reward program is going to get between 3% and 5% of comp program. Three and 5% of the theoretical casino win. So that’s about $40 a year. So for the VIP that are through the roof, they’re in a different caliber. But for the average customer, they’re like, “Yeah. What’s the benefit to me?” So now when they’re home and they’re not in the casino, if they could be accruing points to think, “Wow. I’m planning a trip in six months from now to go out to my favorite casino in Las Vegas, let’s say, or Atlantic City, wherever it is, or Biloxi.” And it would be great to earn points for booking travel or shopping at Home Depot or whatever else I buy. So the average customer spends $120 a month on online purchases. My wife probably triples that. She’s way more than triple but that’s beside the point. But like I said, the average customer is spending $120 a month. The average reward or cashback that we get from our affiliates is about $2.40 on the low end. And it can go up as high as $6. But it just depends on the merchant. So that’s a an additional $40 per – I’m sorry. That’s $28 a year in additional cashback. It’s not a monster. Don’t get me wrong. But the average casino customer is generating $40 from doing what they do in the casino for the entire year. We’re doing that while they’re not even in the casino. So that’s just the upside there.
Mario Fachini [24:23]
Yeah. And what I want Expert Authority World to realize is that’s roughly a 70 to 80% boost. It’s not complete doubling it, but it’s pretty close to it. If you’re only at 35, 40 to begin with and you’re adding another 28 it’s almost doubling it. That’s huge for a business.
Rob Gallo [24:42]
And in actuality, Mario, I’m probably low balling those numbers. And in fact, I know I am. Because the average is $3.33, it’s $40 a year. But I always err on the side of caution because on the lowest end, we get a 5% adoption rate and a $2.40 per month per user redemption value. Again, I don’t want people to come in with this misconceived notion that every single person is going to get these stellar numbers. But nonetheless – oh my god. I forgot this too. The other thing is which is really critical is that data. So when you go shop at Home Depot and you buy a ceiling fan, we’ll get the model number, we’ll get how much you paid, what the brand was. You go to Walmart and you buy clothes, you buy shoes, you buy dog food, we get the SKU – down to the SKU level. So from a marketer standpoint, when – again, I’m going to relate it to the casino industry but it happens in every industry – the digital marketers that are doing the CRM and the behind the scenes with these companies – these flagship companies, they know when the customer comes in, how many burgers they buy, a French fries, a large shake and everything. But imagine knowing that they have a small dog, they travel three times a year. This is valuable data. I mean, it could get a little kind of spooky but if they leverage it properly, they’re going to create personalized interactions with you. That means something to Mario as opposed to your next door neighbor who might not do those things. So it’s that level of granularity that we also provide. Now, not every merchant gives us that data, but when they do we supply it to our clients.
Mario Fachini [26:37]
And what I want to say about that, because so many people – it’s not really spooky if you know what they’re doing. And there’s a lot of people that think all they’re taking all the data. Companies has been doing this for as long as I can remember. It’s just everyone – I actually hate the new cookie thing on all the websites now because there’s some from years ago when, apparently, I haven’t been there in a year and they still make me accept it. It’s like, “I don’t care. I know you’ve been doing it for the last 20 years.” When I when I go buy my new Cadillac and Tera boat – and what’s the other thing? – Sea-Doo wave runner, I love it when I’m looking today and then they go, “Hey, here’s something else that you may have not known about.” It saves me the time I’m looking at it. I don’t care that there’s tracking me down. But many people don’t realize, it’s not – okay. I’ll say this. There’s people that do do it unethically. I don’t like that any more than anyone else. But for the companies like my clients who I help with it, we’re honestly trying to help the consumer to help their prospect to help the client. And when done properly, it gives you incentives. And like with your customers, if they’re already spending the money there anyway, Delta says, “Hey, do you want a free flight?” “Yeah. Hit me up with the ad. Of course I do. You must have known I’m planning a trip for two months from now.” So just like any part of business, if you have the right people doing it, it’s a great thing. And if you have the wrong people doing it, there’s always going to be bad, bad apple in the bunch. But I appreciate you for sharing that because some people think it’s magic. And it’s like, it’s not the 1600s King Arthur. You’re giving everyone your data, whether you can sell online or not, they’re still tracking you in the store.
Rob Gallo [28:25]
Yeah. So I just got retargeted the other day too. I looked at something for a client that I’m going to send a special gift. “Thank you for becoming a client, etc.” So I saw it and then I got sidetracked with something else and I was typing away and all of a sudden, boom, it popped up again. I’m like, “Oh, that’s kind of weird.” But it knew what I was doing. So what we’re doing really is taking that almost retargeting offline. Because in an ideal world – you know, there’s a great book that I read by Michael Gerber called The E Myth. I don’t know if you’ve ever read it, fantastic book. He goes on and tells a story about a guy who becomes a manager of a hotel out on the west coast. And he’s so descriptive in how he describes it, but it was just a phenomenal experience. And they made note that he was from New York. He liked a specific cognac and a type of cigar that he smoked. So after he went out to dinner, when he came back, he had the New York Times on his nightstand, he had a glass of his favorite cognac there, and a cigar tilted with a handwritten note saying welcome to our – I forget the name of the hotel offhand. But that was the kind of warm relationship that he had. He’s a customer for life. So what we’re trying to do is to have companies who have – they don’t have to have massive amounts of clients, but they have to have enough clients that they want to engage with those clients in such a way -their customers – that makes them a customer for life. And when you talk about a company like a Starbucks, or a company like Apple, so an Apple is a trillion dollar company or nearly. And you can get someone on the phone that will stay on the phone with you for an hour and help you with any problem. So that’s customer service and a brand beyond anything that I’ve ever encountered. And then you call a small Mom and Pop or a decent sized company and you can’t get anybody on the phone forever. I think I was watching one of your podcasts the other day and somebody mentioned about phones – that he got somebody on the phone. I forget exactly who it was, but he got somebody on the phone and he’s like, “This is great. Could you imagine?” And I did that exact same thing. And I love being able to communicate one-on-one with somebody. So our ideology is to allow clients to have a one-on-one relationship with their customers meaningful. So they know it’s Mario on the other end of the line.
Mario Fachini [31:03]
Let’s dive deeper with the customer service because this is a very important point. And I was talking with it with Todd. And I do remember that. He’s fantastic. And all of us share the same mindset as far as having high level customer service. Because so many companies, I feel like they just got so good at kicking things out like the assembly line. They adapted this transactional attitude. And I remember when I was listening to the CEO of Ritz Carlton, same thing you’re talking about, they dive really deep to make sure. Because it takes so much to acquire a client. But how do you keep them? And once you do, it’s like you can do the smallest things that make the biggest difference. And I agree with you, most companies just go “Well, we got them. You know, you’re here, you should stay with us forever.” And it’s like, “Do you know how many companies are out there trying to get your clients every single day 24 hours?”
Rob Gallo [32:00]
Yeah. Well, you’re spot on. And I did see that interview with Todd. He had all the baseballs in the background.
Mario Fachini [32:06]
Yeah. Todd Palmer.
Rob Gallo [32:08]
Yes. Okay. I didn’t catch his name but I was probably multitasking as I do. But you mentioned the Ritz Carlton, two things about the Ritz Carlton. One, is we’re an affiliate of there. So they’re on our platform, where if you booked through them, you can earn points with us. It goes back to the flagship property. The other thing is my personal experience with Ritz Carlton, we went to the Ritz downtown Battery Park, New York City. And we’re like vacations. I live way on Long Island. I’m in Florida as well, the company is in both places. But I’m like a tourist when I go to New York City anyway. So we go to the Battery Park. And the guy comes out, he doesn’t know us from a hole in the wall but he knew we had a reservation. And I had two little kids at the time. My kids were young. And my son brings his skateboard and they have this beautiful little platform outside on Battery Park and it says no skating on it. He’s like, “Yeah. That’s just for everybody else. You can go skating.” And I was like, “Okay. Great. Good. Tyler, go nuts.” So he’s being safe. He’s wearing his helmet, of course. Because we didn’t want to have these guys do anything. But the level of detail that they went to, to accommodate us just as regular people, I was blown away. And it’s not like that in that I didn’t expect it. But it was like my experience with Apple. Again, it’s above and beyond. It’s the appreciation of you as an individual, taking your time, spending your hard earned dollars with us, as a company. Make me special and I’ll stay forever. Again, I don’t want to keep going back to the casino industry, but Gary Loveman was the CEO of Caesars in the 90s. And he is the one that was instrumental in the persona. So they created, I think, it was about 140 or 150 players segmentation. So it’s not enough that we know you’re slots player, Mario. But we know that you play on Wednesdays between [4:00] and [5:00]. All right. And you like the 25 cent machines that have three line wheels, not the five line wheels or 20 line wheels, too confusing. So we build up these personas. Now, the normal people, the normal course of action is to say, “Let’s get him to go play roulette.” He’s not going to do it. He’s not a roulette player. So let’s give him more of what he wants as opposed to thinking about let’s get him to do something he doesn’t normally do. Again, that was kind of the notion of what we said, well, people are already doing all these things online. Let’s reward them for it. But let’s give you, our client, the benefit of being that flagship brand in property.
Mario Fachini [35:00]
These are some great Expert Authority insights, because so many businesses won’t even take the five minutes here we’re discussing to go, “What are my clients and customers actually buying? What do they buy over and over again?” They’re just looking for the ten new ones. And it’s like, how often do you go back and look at the people you already have? What can you do to give them a first class experience? Versus going I’m going to bring ten new people on and just treat them like a rock star at the beginning and then have it just taper off and then we never hear from them again.
Rob Gallo [35:32]
Exactly. That’s called –
Mario Fachini [35:34]
Yeah. One of my favorite things is I’m thinking of not only a client of mine I’ve had for over ten years now, which I’m very thankful and excited about. But he’s also in the restaurant industry. And he was the first one I thought of when we were talking about the loyalty programs. And that’s exactly it. It’s like you treat someone nice once. From my standpoint, he’s been a client for ten years. From his standpoint, it’s to the point where when someone approaches him for marketing or any of the stuff we’ve done for him, he calls me going, “Hey. Here’s what someone’s trying to do. You don’t need to worry about it.” But you know what piqued my interest what can we do. He’s not going with them he’s consulting me first to see if it is even anything that makes sense. And there’s many times we give him the cutting edge ideas before anyone else does. And then you have this relationship that is basically ironclad that I’m not worried and he’s not worried. And we both have the peace of mind. “Hey. We just both do what we do best.” And it sounds a lot like that’s what you’re providing with all of your clients in a very, very in depth level.
Rob Gallo [36:40]
A hundred percent spot on, Mario. So in essence, people do business with people they like. People do business with companies they like. But companies – again, Apple is just the brand. But that representative on the phone who I spoke to for an hour because I had a problem with my wife’s laptop was – I don’t know her name offhand. It was a year ago. But let’s say it was Mary. I write it down while I’m on the phone with her so I can correspond with her because she’s saying, “Yes, Mr. Gallo. Right. Yeah. This is it.” And I’m thinking, she’s addressing me by my first name. First of all, she speaks perfect English. She wasn’t from India. And no disrespect to somebody that’s offshoring their stuff. But it gave me that feeling that I was talking to like your buddy for ten years that you know, who’s going to give you that type of advice. And she was telling me, you need to click this button, move this, delete this, let me take over your screen or whatever. And I’m just like, it’s blowing me away. And that’s the level of service that we want to have companies understand they need to be showing their end user clients. Otherwise, they’re going to move on. And like I said, 57% of loyalty members leave because they say that it takes too long to earn rewards or they’re not earning the rewards that are not relevant to them. That’s back to the example of saying you’re a slots player. You don’t really care about blackjack. So why are you sending me promotions? Now, I’ll give kudos to Foxwoods. So Foxwoods knows I’m a poker player and my wife play slots. So when we come back from a trip, we’ll get two pieces of mail. One will be directed to me that’ll tell me it’ll have the – it’s poker on the front and I flip it over in the back and I’ll see all the poker calendar for the next month. And she’ll see slots tournaments, slots games. So they’re not trying to push something foreign to me that they know what I want to hear. And that goes back to your point before, Mario, when you said about the churn. People are thinking, “I’ll just get another ten new customers.” But it’s six times more cost effective to retain the same customer than it is to go and a new one. So why wouldn’t you want to capitalize on something like that?
Mario Fachini [39:09]
Yeah. It sounds like Foxwood is using some real out of the box strategies there. Are they even allowed to do that? You can send physical mail nowadays?
Rob Gallo [39:20]
Mario Fachini [39:22]
That’s still allowed?
Rob Gallo [39:22]
Some guy shows up at my house and a little box in the front and puts a little couple pieces of paper in there. And yeah, can you imagine?
Mario Fachini [39:28]
I’ve heard about that. There’s something on the Discovery Channel talking about the history of how people used to communicate. That’s weird.
Rob Gallo [39:37]
Yeah. It comes up – but honestly though, it actually is a good method of communication for a number of reasons. Number one is you’re the only one there. When you’re on a web page and you’re on 16 different sites, someone’s mind is not focused. The other thing is they’re talking to a customer. It’s not a potential customer. They know I was just there because I’m in their database. So that’s the other critical component. It’s not just throw it out and see what sticks. It’s focused and targeted to me.
Mario Fachini [40:10]
Again, great insights. I appreciate you for sharing those. Let me ask you about the consulting and speaking. Obviously you know what you’re doing. You’re phenomenal at it. How has that changed your business?
Rob Gallo [40:22]
Well, it’s another great question, Mario. I’m glad you asked. So the way – again, as I as I told you before, how I sort of backed into consulting. I never really planned, “Hey, I’m going to be a consultant.” It was just my desire to expand my knowledge. Now, I’m not an egomaniac that thinks he knows everything. But I know enough to say that if I know, I’ll let you know. If I don’t, I’ll find who does know. And I’ll be able to discern whether they’re full of BS or they’re telling the truth. And that’s from probably before my poker playing skills, I can kind of read people and tell if the guy is bluffing or not. So what I do is more of a consultative type of scenario with CompLinks. And how I tie them both in is, if I’m doing a consulting gig just particularly for casino – so now sports betting is the new big thing. Even though I wasn’t directly involved in sports betting – and I’m using these little air quotes for those that are listening on the podcast – I know enough to make a very, very good impression on the success of a particular sports book in the United States. Let’s say for example, of how they should be thinking about it from an aesthetic standpoint, what should it look like? What should my games be? What’s your main offering be? Should I be doing stuff online? What should my seating look like? Again, we did a lot of psychological research on why gamblers do what they do back in the day when we had five casino properties. So to leverage that sort of knowledge – and again, as I mentioned, if I don’t know it my former team that I still work with does – it puts me in a position of being able to help land based casinos make the right decisions of what they should do. And it also helps me with the casino software providers to understand how the casino operators are thinking, what’s their real MO. Because they believe and they speak two totally separate languages. And to marry the two is like a translator.
Mario Fachini [42:45]
Let me ask you, where is somewhere you’ve always wanted to go that you’ve never gone yet?
Rob Gallo [42:54]
You probably can’t see the map in the back of me but I have one of those little boards that shows a little pin from everywhere that I’ve ever been. And there’s tons of them. I’ve been to Norway, London, Italy, Moscow, just all over the world. I haven’t been to Australia and it’s been on my list – my bucket list to do. In fact, as a quick aside, I just got back from my 31st wedding anniversary. We went to Jamaica.
Mario Fachini [43:19]
Rob Gallo [43:20]
Thank you very much. We were supposed to go for our 30th last year but my daughter got married. So it kind of put a little wrench in the works and we put it off to this year. And we’re back to the same island that we went for our honeymoon. And we stayed at the over the water bungalows, I highly recommend it. Because it’s funny, it was on my bucket list for Fiji or Bali, one of the over the water bungalows. But we saved 40 hours worth of flying, 20 each way, by just going to Jamaica for three hours. But quick funny story is, the day before we’re supposed to leave, we have a flight at [7:15] in the morning. So I get a message from the airlines [7:15] the day previous, It says, you can check in online. So I look at my phone and I start to check in. And it asked me for my passport number. I go over to my side of the bed, I look in the cabinet, it’s not there, I’m like, “Holy crap. Where is it?” It’s in my safe in my house in Florida. I’m like, “You’ve got to be kidding me.” So I call my neighbor, give her the code to the garage, I turn the alarm off remotely, she goes in the house, I give her the alarm to the safe, she opens up the safe, sends me the passports the same day, UPS – no – FedEx – FedEx the same day, $403. So prior to that, I booked the flight for me to go down there, pick them up at like [2:45], pick them up by [5:15], then get back on the plane and come back. It’s a good thing I didn’t do that because that flight had gotten canceled on the way back. It stopped in Baltimore. So the guy showed up at the house with the passports at 11:45 p.m., he left them between the two front doors. I woke up the next day and went on the trip.
Mario Fachini [45:01]
Wow. That’s an overcoming mentality. Have you ever read the book The Go-Getter?
Rob Gallo [45:09]
No, I haven’t. But I will put it on my list as of now.
Mario Fachini [45:12]
I’m not going to say anything more, but you definitely exemplified it right there. You’re definitely a blue vaser.
Rob Gallo [45:19]
Okay. I love it. Let me know who wrote it. Do you know?
Mario Fachini [45:24]
I’ll make sure it’s in the show notes. I’ll have a link to it.
Rob Gallo [45:28]
Mario Fachini [45:29]
It’s great book. I read it, let’s say, a few years ago. It’s been that long.
Rob Gallo [45:36]
Okay. Full transparency, I don’t read. I listen to audiobooks in the car. When I read, I read three pages, I fall asleep.
Mario Fachini [45:45]
I’m sure it’s on audio book, too, nowadays.
Rob Gallo [45:47]
Mario Fachini [45:49]
Thank God, we don’t have dial up to download stuff like that. All right. We’re going to go to the Imperfect Action Round After we thank our sponsor.
SPONSOR Business Book Checklist [45:59]
Why every business needs a book including yours? Would you like to save five plus hours with every prospect, generate more leads, and profit in your business now? Visit BusinessBookChecklist.com and learn how you can implement this in your business today.
Mario Fachini [46:14]
And we are back with the Imperfect Action Round. Rob, are you ready to take imperfect action?
Rob Gallo [46:19]
Mario Fachini [46:20]
First question, what is the fastest path to the cash?
Rob Gallo [46:24]
The fastest path to the cash – unfortunately, it’s old school – and it’s know the customer. All right. It’s all that really matters. Your customers will detect smoking mirrors but they’ll also detect true appreciation of them as a customer and you’ll keep them for life.
Mario Fachini [46:48]
Number two, what is the biggest problem you see your prospects making and the fastest way they can fix it?
Rob Gallo [46:56]
Okay. That’s a good question. I think sometimes they have a myopic view of their existing loyalty program. In that, I can only reward my customers for doing what they do within our company. Flying on our airline or renting our hotel or eating at our restaurant. And they need to think outside the box. They need to think of the customer as a holistic person rather than someone that just comes in, get something, and leaves. So to answer your question, what was the second part of the question?
Mario Fachini [47:32]
What is the biggest problem that your prospects are making and the fastest way they can fix it?
Rob Gallo [47:38]
Right. So the fastest way they can fix it, really, is to innovate. And innovate in such a way, whether it’s us or somebody else -there’s plenty of other people that do what we do. We’re kind of experts at it. But they need to be thinking beyond their four walls. So that’s what they need to do.
Mario Fachini [47:58]
Number three, what is the best way to maximize customer lifetime value?
Rob Gallo [48:05]
Oh, that’s a beautiful question. Again, what is a lifetime? To me a lifetime is forever. Now, in an ideal world that means you’re going to have a customer forever. You mentioned, let’s say Cadillac, earlier. If you’re a Cadillac lover, you’ll be a Cadillac lover for life. I’m a Lexus guy and here’s why. I bought a Lexus back in 2000. I still have it. My wife hates that I drive this car. It’s got 240,000 miles on it. And it’s the most comfortable car I’ve ever driven. This car was out of warranty. I was on my way into New York City, the transmission went kaput. They picked me up, put me in a brand new one, fixed it, sent it to me for nothing. I was blown away. So I’m a lifer with Lexus. I think they make a great product. They stand behind it. So the lifetime customers value is whatever you can engage with that customer for his expectancy to literally live. It doesn’t have to be just with – you know, if you’re a customer of Shell, you’re forever. So that’s really the key.
Mario Fachini [49:16]
Great answer. Great answer. And I like Lexus also. Actually when I was modeling, they were one of the companies I was working with the auto show. When the car came out and it would park itself, I remember being one of the first ones. They also had the massage in the backseat, very nice.
Rob Gallo [49:35]
Very nice. Super Mario getting a massage in the backseat.
Mario Fachini [49:38]
All right. Number – well, I forget what the number is but it’s about books. What is a book you could recommend to Expert Authority World?
Rob Gallo [49:49]
Expert Authority World, the best book that I’ve ever read, “listened to” is called Made to Stick by Dan and Chip Heath. This book, I’ve listened to it – I’m going to guess – 25 times. It is the greatest collection of stories that you’ll understand and can correlate to any business and even in your personal life, how you communicate. People think in pictures and stories. I don’t want to give it away. But it’s a phenomenal book. The list is long but he mentions other books in that book, but that’s the one. And the other one, again, I think The E Myth. I’m assuming a lot of guys, a lot of people – I don’t say guys -women as well on EA Interviews are looking for the entrepreneurial spirit in themselves. The E Myth Revisited by Michael Gerber. Again, phenomenal book. It really has you understand what an entrepreneurial seizure, he calls it. You got to read it to find out. It’s worth it.
Mario Fachini [50:57]
Great recommendation. Where can people learn more about you?
Rob Gallo [51:02]
To learn more about me, you can go to CompLinks.co/Expert Authority. This way they can either get some more information. In fact, I put up a thing that’s behind the scenes. It’s a financial impact calculator that doesn’t normally show up on our site. But until we explain it to somebody what it means, they can see what the value of not doing something is. And this is one of them.
Mario Fachini [51:31]
Well, that sounds very fascinating. Thank you for making it available to the audience.
Rob Gallo [51:36]
Absolutely. My pleasure.
Mario Fachini [51:37]
Well, I have thoroughly enjoyed this. I look forward to connecting further with you. And you have been phenomenal. Thank you for sharing.
Rob Gallo [51:45]
I appreciate it, Mario. Thanks very much for having me.
Mario Fachini [51:48]
All right. Expert Authority World, we have another great episode here. Have a great day. God bless. And I’ll see you tomorrow.
SPONSOR Business Book Checklist [51:55]
Why every business needs a book including yours? Would you like to save five plus hours with every prospect, generate more leads, and profit in your business now? Visit BusinessBookChecklist.com and learn how you can implement this in your business today.
Hey, thanks for listening to today’s episode. I hope you got a lot out of it. I know I sure did. If you haven’t done so already, I invite you to subscribe to the show. And also be sure to check out EAInterviews.com for complete show notes, the full interview video experience, links to the resources we mentioned, and more. Have a blessed day and I’ll see you tomorrow.
Learn More About Rob
Rob Gallo is widely recognized as an industry expert in the Customer Loyalty/ Rewards space. A pioneer in the gaming industry, Rob founded one of the first online casinos In 1997, which he successfully ran before selling and retiring in 2010.
Today, Rob is Founder and CEO of CompLinks, a white-label consumer engagement platform helping companies generate revenue from their customers even while they’re outside that particular business property. With a collective 60+ years of customer loyalty experience amongst his team at CompLinks, Rob knows how to implement the exact turnkey strategies that deliver the most value to customers while generating additional revenue for companies.
Tapping into his own journey as an entrepreneur and customer loyalty expert, Rob uses both his successes and failures (lessons learned), to help other companies better understand their customers, enhance their loyalty programs beyond their own properties, and allow their customers to earn points while living their lives.
Rob is an avid poker player who’s played in the WSOP Main Event twice. He enjoys golf (broke 100 once) and, in his words, he likes “catching,” but finds that fishing is boring.
Connect with Rob
Resources to Profit Your Business!
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3) Business Book Checklist: The 5 Reasons Every Business Needs a Book Including Yours
4) Marketing $upercharger – Learn the difference from the $1 bill to the $100 bill and how you can stop leaving the other $99 on the table today with all sales
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