Why should you measure what you do?  More than ever, you are dealing with a diverse public and workforce.  Creating unforgettable guest experiences is the benchmark today, getting that service out of your team on a regular basis is the goal.  Mystery Shopping is an excellent research tool.  Not every mystery shopper or survey is created equal, I should know I’ve been doing it for nearly 30 years.

Customer Retention Revolution by Michelle Pascoe

Start where you are.  Find out what you have. Map your VIP Journey.  Bringing your data alive!

Before you go back to "business as usual", how inclusive will your offering be now to those customers who supported you when your doors were closed?

Don't disconnect just because your doors are now OPEN

Ken Burgin shares with us in this podcast his love of research and being curious in how to take the industry to the next level in service, automation, systems, recruitment, marketing, diversification and why “culture” is key to the success of a business, whether it’s a small café of 2 or a large hotel chain. Ken works with foodservice operators to assist them to be more popular & successful. He is a former cafe and restaurant owner in Sydney, and started the online management platform Profitable Hospitality, merging this with hospitality finance company SilverChef in 2016.

What is Hospitality Culture after a Pandemic?

Tash Callewaert a Quest Hotel owner, shares her passion for leadership.  Operating a business both sides of the border over the past 18 months has shown how being a heartfelt leader and truly living her values has created an amazing united team.  This is a must listen for everyone.

Leader with a Heart - team unity, empowerment, respect and care

With a date just over the horizon NSW gets ready to go further than 5km.  Are you ready and more importantly are your team?  In this podcast I share tips and insights on creating memorable experiences for your guests and members while recognising your team for getting through to the other side.

Heartfelt Connections - The doors are nearly open!!

John McFadden, State Manager of Goodropoils began his career in the kitchen at the age of 10.  In this episode he shares his amazing career, those who have inspired him and his desire to help others who are seeking a career as a Chef. 

Food is about enrichment! Now is the time to enrich your career

Learn how to create positive experiences through every interaction with this year's recipient of the Clubs NSW Heart of the Community Award Paul Allan. Paul shares his journey in the industry from Ayers Rock Resort to Club Taree leading a small and mighty team. 

Creating Positive Hospitality Experiences: From Ayers Rock Resort to Club Taree

Online ads are in our feeds every day, promising us youthful skin, losing weight, puppy toys and everything in between!  So I clicked and was amazed by the wonderful customer experience that Urban Brew delivered.  Do you deliver an online experience that is memorable?

How would your customers describe their online experience?

 Last year we all scrambled to set up a home office to connect with our team and clients, using a pile of books or a box of tissues to sit your laptop on, while you perched in front of a window providing your viewers a silhouette or up the nose camera angle.  Let’s admit it none of us were prepared for the long haul and now many of us have chosen “working from home” as the new norm.  Our environment affects our state, and our state affects our behaviour, simple right!   Claire is the Number 1 Woman Customer Service Global Guru, her business and life are blended in providing her clients the tools to serve their customers with an experience that exceeds their expectations, building growth and their bottom line.  Finding herself like many of us working from home she tapped into her long-time passion of Feng Shui and now works with clients around the world in creating an environment that they love to work in, making them feel good, while effectively using their space and materials while aligning the flow of energy with their own state and that’s the purpose of Feng Shui.  Website. https://www.claireboscqscott.com/business-feng-shui/    

BizShui The secret weapon to thrive in your home office

MANY people find themselves running around the same old stories that they can’t do something because of old excuses and fears.  Are you a “people pleaser”?  Do you feel guilty when you say “No” or annoyed with yourself when you say “Yes”?  Julie Scott lives in Palm Springs, CA and is truthfully living the confident life she always dreamed of.  She thrives on helping women prioritise their needs and gain confidence so they can stop worrying about “being enough” and start living life.  It FEELS GOOD to be CONFIDENT. https://www.itsabouttimebaby.com/ The Confident Women’s Community FB:  https://www.facebook.com/groups/567793640559038 Quiz:  How Do You Rank in Your Life:  https://www.itsabouttimebaby.com/rank-quiz

Do You Ever Feel You’re Telling Yourself The Same Story?

This is the final podcast in the Customer Retention Revolution series.  I've loved sharing Service and Retention tips and strategies for nearly 3 years, however, like many of us 2020 gave me the opportunity to focus on my next journey.  On Thursday 11th March I launch Second Momentum a podcast for women who dream of starting their own business breaking out of their 9-5 job.  Thank you to all my wonderful supporters of CRR podcast over the years, I wish you well and hope that you choose to continue to listen especially if it resonates with you.  Let's go on the next amazing journey together embracing our Second Momentum.

JUGGLING EXPECTATIONS, CHANGE AND CONSISTENCY

 Let’s end this year with 3 key points to make both the internal and external customer experience journey magical for you and your customers.  Communication, links and options.  Merry Christmas to you all. Thank you for being loyal to this podcast Customer Retention Revolution.  I will be back on Wednesday 6th January with a new line up of guest speakers and topics for 2021.  

Merry Christmas - Don't give your customers a reason not to buy from you

Whether it be a car, pair of glasses or a loaf of bread in most cases we are committed to a franchise brand because of the product, however, how does the impact of the service provider have on your decision when it comes to choosing the location of the business that you will travel to? 

Loyalty from a Franchise Brand

Today more than ever the Customer Experience Journey has become the top priority as businesses manage and serve the shifting customer demands.  Mapping the Customer Experience Journey is critical in delivering on these demands and exceeding their expectations.  Have you mapped the Customer Experience Journey of your prospective and existing customers?  Please enjoy this podcast where I share 5 tips to improve your Customer Experience Journey.  Link:  https://www.michellepascoe.com/ 

5 Tips to Improve the Customer Experience Journey

 Today, businesses like yours are expected to be doing everything! Video, photography, Instagram Stories, Facebook Live, sophisticated sales funnels, webinars and have high performing websites that capture leads, converts them into real business and continually pumping out content that inspires!   Divine Creative is a complete content production and marketing agency.  Hear from the CEO Melissa J Scott a powerhouse in marketing brands globally.    Link to Divine Creative  https://divinecreative.com.au/  Link to Live Webinar   https://www.michellepascoe.com/pl/213869  Link to Second Momentum website  https://www.michellepascoe.com/secondmomentum  

95% of sales are emotion based. Is your brand message still focussing on features and benefits?

Insights, tips and challenges in dealing with a multi generational workforce.

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Customer Retention Revolution by Michelle Pascoe

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