Delivering Service Excellence And How To Exceed Your Customers' Expectations. With Mark Shaw

About this episode

Phil Di Bella interviews guest experience expert Mark Shaw about creating unforgettable guest experiences and the importance of emotional engagement in business growth.

In this high-energy and insight-packed episode of Bean There, Done That, Phil Di Bella is joined by renowned guest experience expert Mark Shaw. With decades of leadership in Australia’s top theme parks, Mark unpacks what makes a truly unforgettable guest experience and how emotional engagement is the secret sauce to sustainable business growth. From building five-star teams to redefining recognition and reward systems, Mark shares practical frameworks, powerful stories, and a clear message: great culture is built by conscious choices, not corporate posters. Key Topics and Themes: Why guest experience trumps customer service The business value of emotional engagement How to recruit for attitude, not just skill Recognition that actually motivates staff Phones on shift? Handling distractions with clarity The ACE model for building standout teams Language, culture, and the power of calling them “guests” not “customers” About Our Guest: Mark Shaw is one of Australia’s leading experts in customer and guest experience, having led major brands like Westfield, Merlin Entertainments, Bounce Inc., and Adventure World. Under his leadership, Adventure World achieved the highest-rated theme…

People in this episode

Host: Phil Di Bella

Guest: Mark Shaw

Topics covered

• guest experience
• emotional engagement
• business growth
• team building
• recognition systems
• service culture

Keywords

• guest experience
• customer service
• emotional engagement
• team building
• recognition
• ACE model
• business growth

Mentioned in this episode

Organizations: Westfield, Merlin Entertainments, Bounce Inc., Adventure World

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