Ep.17 Mark Thwaites | Thames Lido's Unique Customer Experience

In this episode, Mark Thwaites, the Management Director of Thames and Bristol Lidos, reveals the secrets behind their success. Mark shares the inspiring journey of transforming a historic building into a thriving wellness destination. From the challenges of restoration to the art of creating a unique customer experience, we delve into the key lessons learned. Discover how Thames Lido has successfully combined swimming, dining, and wellness into a holistic offering. Learn about the importance of community, the power of word-of-mouth marketing, and the strategies behind building a loyal customer base. Whether you're a potential customer intrigued by Thames Lido's offering, a business owner, or simply curious about the hospitality industry, this episode offers valuable insights into creating a memorable and sustainable experience and business.   TIME CODES 00:25 Introduction 00:29 The pronunciation of Lido 00:57 Introduction to Thames Lido 2:11 Introduction to Mark Thwaites 3:05 Thames Lido History 7:02 challenges faced in opening Thames Lido 9:05 Thames Lido's range of services 13:06 How the winning formula for Thames Lido was discovered 16:34 Choosing the right name for Thames Lido 18:55 How Thames Lido has helped Reading and vice versa 21:51 The best way to promote Thames Lido and the importance of knowing your audience. 23:21 The similarities and differences between Thames Lido and Bristol Lido. 24:10 How Thames Lido has made itself accessible to a diverse range of audiences 27:13 Go with the flow and be satisfied with enough 28:11 Challenge- small car park at Thames Lido 28:43 Sustainability- hydro turbines and solar panels 30:46 Thames Lido's own products and reducing chlorine in the pool 34:58 Final thoughts