Middle Management Movement By Michelle Pascoe

The great outage of October, 2021 reverberated around the globe as business revenue plunged because of the reliance on a third party connecting with their customers. Who has the power over your revenue? 

The amazing Bree Wailes founder of We Surge Events & Wedding Training and a whole lot more shares her insights of the industry over the past 20 years and the new direction.  This is a must listen to those in the events industry who want to increase their sales revenue, have an engaged team and care about the customer journey.

It's easy to make plans the difference is when you believe in them and see them all come true.  The Growers Shoalhaven is the new place to be seen, to enjoy amazing local produce in beautiful surroundings.  Andrew Gunn talks about his career and his role as COO in bringing this food concept alive on the south coast.

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.

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?

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.

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.

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.

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. 

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. 

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?

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 e

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

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. 

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? 

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/ 

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 

This maybe a controversial podcast but I am all for the raffle, promotion or the thank you gift to your customers.  It’s about bringing them joy and gee we all need this after the year we have all had.   Don’t use COVID as an excuse to be Scrooge. 

Thursday 10th September is the day when we ask “RUOK?”  It’s been a bloody struggle for everyone.  Being a leader the pressure of making sure your team are okay has impacted on your only mental health.  It’s important to be honest with yourself, seek out help or at least have a cuppa with a friend and tell them how you are feeling.  Don’t shrug it off saying “It will be alright”.  “There’s more to say after R U OK?” Link to Download guide:  https://www.ruok.org.au/join-r-u-ok-day

In this episode I chat with Claire Boscq-Scott all the way from the Jersey Isle who shares with us her tales, strategies and implementation of her mystery shopping company over the past decade with her clients throughout the UK, Europe, Asia and Africa. With the launch of her “tell all” book The Secret Diary of a Mystery Shopper, if you have customers this is a must listen.  Link to Book: https://www.claireboscqscott.com/books/the-secret-diary-of-a-mystery-shopper/