Creating a Customer Service Culture that Keeps Them Coming Back
The Michelle Pascoe Hospitality Podcast
Release Date: 10/01/2024
Christmas and End of Year Wrap Up
The Michelle Pascoe Hospitality Podcast
🎙️ Thank You, Amazing Listeners! As the year winds down, I would like to take this moment to say a huge THANK YOU for tuning in to the podcast. It means the world to me that the stories I share—whether from our incredible guests or my own experiences—are making an impact on you, your business, your team, and your organisation. 🎄 Wishing you a Christmas filled with joy, peace, and plenty of laughter! 🎄 🌞 Get Ready for Our Summer Season! 🌞 While I take a short break, I’ve got something special lined up just for you. Enjoy four fabulous episodes where I’m in...
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Disnify Your Business: Lessons in Customer Service Magic
The Michelle Pascoe Hospitality Podcast
In this episode, I sit down with the extraordinary Vance Morris, a Disney management alumnus who spent 10 years creating magical experiences at Walt Disney World. From leading the opening of the iconic Chef Mickey’s to running his own successful business, Vance shares how businesses of all sizes can apply Disney-style service principles to create unforgettable customer experiences. Vance’s unique journey—from security guard at a birth control factory to Disney leader, to a thriving entrepreneur—is full of funny, relatable, and inspiring moments. He opens up about the triumphs and...
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Take the Leap: Women in Gaming & Hospitality
The Michelle Pascoe Hospitality Podcast
In this episode I’m thrilled to welcome back, Christie Roser, Chief People & Culture Officer at Aristocrat, a global leader in the gaming and hospitality industry. With a team of over 9,000 employees worldwide, Christie brings unparalleled expertise and insight into building strong, inclusive workplaces. Our conversation dives into the critical role of women in the gaming and hospitality industry and that without them the industry cannot grow or be successful. Christie shares powerful advice on how to “bite the bullet” and lean in with courage, overcoming hesitation, and...
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YOU ARE STRONGER THAN YOU THINK
The Michelle Pascoe Hospitality Podcast
In this inspiring episode, I sit down with Kirsty Nancarrow, an award-winning former ABC journalist, passionate advocate for journalists, social justice, and gender equality, and now the Co-Director of eMotion Video & Media Training. Kirsty shares her incredible journey from working in hospitality in Sydney and the UK to becoming a leader in media training and storytelling based in Cairns, Australia. We dive into Kirsty’s debut book, Himalayan Dreams: The Story of Som Tamang, an extraordinary tale of resilience and hope. Kirsty recounts how a life-changing visit to Nepal following the...
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Knowing the Narcissist with Mariya Radysh
The Michelle Pascoe Hospitality Podcast
In this fascinating episode, I’m joined by the brilliant Mariya Radysh—TEDx speaker, author, university lecturer, and interpreter fluent in five languages. With an impressive five university degrees, Mariya brings a wealth of knowledge and personal insight to our discussion about one of the most complex personality types: the narcissist. Mariya unpacks her extensive research on narcissism, offering eye-opening perspectives on how it impacts personal relationships, workplace dynamics, and even industries like hospitality. She shares actionable strategies for building self-confidence...
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Global Labour Shortages - Insights from Asia Pacific
The Michelle Pascoe Hospitality Podcast
In this episode I share insights from speaking at the Mystery Shopping Professionals Association - AP 19th annual conference in Hong Kong. Gathered together with representatives from all over Asia and beyond discussing global labour shortages, ageing populations and the impact on business growth through migration, work preferences and workplace conditions.
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Loaded For Success: The Future of Hospitality Operations
The Michelle Pascoe Hospitality Podcast
In this episode, I sit down with Richard McLeod, hospitality veteran and co-owner of Loaded, a groundbreaking platform designed to transform the way hospitality businesses operate. With over 15 years of hands-on experience running a network of 12 diverse bars, pubs, and restaurants across New Zealand, Rich has built Loaded to be the ultimate operational hub, syncing all systems—labour, ordering, menus, and more—into one seamless interface. This real-time powerhouse gives owners and managers visibility over sales, margins, and profit, allowing them to streamline operations, reduce costs,...
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Behind the Scenes of Hospitality Recruitment with Industry Legend Jenny White
The Michelle Pascoe Hospitality Podcast
In this episode, I dive into the world of recruitment with Jenny White, CEO & Founder of White Now a powerhouse in the Club, Gaming, and Hospitality industry, known for her vibrant personality and immense dedication. With over 20 years of experience and 1,700+ clients, Jenny (aka "Wiz" on social media) has placed around 7,000 managers and team members, from large clubs to smaller venues, all while infusing her quirky humour and unwavering ethics into her work. We explore the evolving landscape of recruitment and retention, salary packages, the unique needs of regional roles, and her...
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From Science to Sips: Altina's Mission to Revolutionise Wine
The Michelle Pascoe Hospitality Podcast
In this episode, I sit down with Christina Delay, Ph.D. the visionary founder of ALTINA Drinks, a company revolutionising the non-alcoholic wine industry with a scientific approach and a deep appreciation for native Australian botanicals. With a background in Chemical Biotechnology and Plant Biology, Christina shares her personal journey of disrupting the beverage world. Motivated by the search for alcohol alternatives that retain the same complexity and enjoyment, she turned her expertise toward crafting unique, botanically infused wines. Unlike other non-alcoholic wines, ALTINA avoids sugar...
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Everyone Has A Role To Play
The Michelle Pascoe Hospitality Podcast
In this episode, I speak with Arely about the groundbreaking two-day workshop Mounties is offering to the Club Industry—free of charge—focused on Domestic and Family Violence (DFSV). This initiative is the first of its kind in the industry, aiming to inspire similar efforts across other sectors. With alarming statistics in Australia—where one woman is killed every week by an intimate partner, and one in four women have experienced violence—this workshop is a crucial step forward. Clubs from NSW, QLD, and VIC are coming together to develop DFSV Action Plans, equipping their teams and...
info_outlineIn this episode of The Michelle Pascoe Hospitality Podcast, we are joined by the incredible Shep Hyken, a world-renowned customer service and experience expert, researcher, and New York Times and Wall Street Journal bestselling author. Shep has dedicated his career to helping companies build loyal relationships with their customers and employees. With eight books under his belt, including his latest, “I’ll Be Back: How to Get Customers to Come Back Again and Again” and as the creator of The Customer Focus™, Shep knows a thing or two about crafting unforgettable experiences!
Get ready for a fun and enlightening conversation filled with laughter, practical tips, and valuable insights. We explore the fine line between service and experience, diving deep into what makes each unique and essential in today’s competitive landscape. Shep shares stories of memorable customer moments from global brands, revealing the secrets behind their success and how they connect with individuals on a deeper level.
We also delve into the often-overlooked world of “internal customer service”—because happy employees mean happy customers! Learn how brands can foster a loyalty mindset not just with customers but within their teams.
Plus, we chat about the digital age of customer connection. How do you build authentic relationships over the internet? How do chatbots and AI fit into the customer journey without losing the human touch? Shep unpacks these questions and discusses how AI can enhance customer experiences in ways we’ve never imagined.
Whether you’re a business owner, a leader, or simply passionate about delivering great service, this episode is packed with actionable takeaways. Join us for an engaging conversation that is sure to inspire and equip you with fresh ideas to elevate your customer and employee relationships!
Discover how to turn customers into lifelong advocates!
Don’t miss this chance to learn from one of the best in the business! Hit play and start transforming your customer interactions today.
Learn More Go to: https://hyken.com/