89. Bruce Harkness on Personalised Customer Experience, Accommodation Based Communalisation & Industry Shaping Millennials
Release Date: 12/29/2019
107. Revisiting: Achieving Results by Taking Time Out, Operating a Successful Family Business & Industry Shaping Technology (Ep. 71)
That Bad Review
In this week’s episode, Adrian and Josh chat about the importance of taking time away from a business, in order to make good business decisions. They discuss the advantages and pitfalls of working with family. The pair also discuss the ever-important topic of emerging technology, in particular tech destined to reshape the caravanning industry.
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106. Revisiting: Point of Difference, Building Mutually Beneficial Partnerships & Handling Customer Complaints Effectively (Ep.69)
That Bad Review
Karl Heyman is the CEO of Family Parks Australia & New Zealand, a network of pet friendly holiday parks that celebrate having a point of difference. Before moving to Australia, Karl worked for the Caravan Club in the UK. The Caravan Club (now the Caravan and Motor Home Club) is a 107-year-old club with traditional values, turning over 100 million pounds a year, boasting over 400 thousand members across approximately 250-270 parks in England, Scotland, Wales and Republic of Ireland.
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105. Revisiting: Embracing Technology, Using Feedback to Implement Change & Recognising Challenges (Ep.52)
That Bad Review
Peter Buttigieg is the CEO and Founder of RMS, a global Cloud Software Company that specialises in software solutions. With 35+ years’ experience, Peter has witnessed the rapid transition into the digital age and countless technological changes. Throughout his career, Peter's main role has been introducing such advancements to the public and encouraging involvement.
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104. Revisiting: Dealing with Industry Disruption, Risk Appetite & Being Your Authentic Self
That Bad Review
While it’s possible to set out the path we would like our lives to take, if there is one thing that is certain, life has a tendency to throw out curve-balls when we least expect it. This has been highlighted for every person, in almost every country across the world. We have been served a curve-ball of unprecedented proportions, one that is impacting us on a global scale. We are facing an industry disruption unlike anything we have witnessed in our lifetimes.
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103. Graeme Haycraft & Jeremy Wilshire on Mental Health Support, Keeping Community Spirit High & Access to Recovery Resources
That Bad Review
This week on the ‘That Bad Review’ podcast series, we present the third episode in the Southern NSW, Visitor Economy Bushfire Recovery Summit podcast series. Episode three begins with a conversation between Adrian and Graeme Haycraft. Graeme was instrumental in the tourism recovery efforts on behalf of the Murrindindi and Mitchell Shire Councils, after the Black Saturday Fires of 2009. Graeme shares some great advice, based on his own experience in crisis management and disaster recovery processes.
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102. Richard Beere on Target Markets and Best Fit Products, Building Resilience Through Diversity & The Holistic Circle Driving Consumerism
That Bad Review
Richard Beere is the Managing Director ofFastrak Asian Solutions and the Chair of Destination Southern New South Wales. With over 40 years’ experience working in the Tourism Industry, Richard possess a wealth of knowledge. Adrian was keen to chat with Richard, and hear what advice he has for industry stakeholders. Richard’s insights are even more valuable at this period in time, as we navigate through uncharted waters, not only within the tourism industry, but throughout every industry across the world
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101. Communication is Key, Recovery Tips for Operators & Consistent Messaging
That Bad Review
Episode two begins with a conversation between Adrian and Shannan Perry-Hall. Shannon is the Recovery Action Team Lead - Economic & Tourism, and the Acting Tourism Manager at Shoalhaven City Council. Shannon and Adrian have a great conversation around communication. They discuss how effective and open, two-way communication is vital in times of crisis. Shannon also shares some important recovery tips for operators and the best way to keep up to date with all the information that is being shared.
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Frankie J Holden on: Falling in Love with the Caravan and Camping Industry, Connecting with Nature & The Future of Holiday Parks
That Bad Review
To celebrate the 100th episode of ‘That Bad Review’ podcast series, Adrian chats with Australian actor, musician, long-standing TV host and more recently holiday park owner, Frankie J Holden. Frankie shares his experience around falling in love with the caravan and camping industry, while hosting the TV series ‘What’s Up Downunder’. “We would travel all over Australia and visit wonderful places, and go and stay in some wonderful parks”, Holden explains.
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99. Visitor Economy Bushfire Recovery Summit: Locally-Led Recovery, Reactivating Local Economies & Building Better Futures
That Bad Review
In February 2020, a Visitor Economy Bushfire Recovery Summit, was held on the South Coast of NSW, in the wake of a prolonged and devastating bushfire period. The event focused on sharing strategies to support communities through a locally-led recovery process. The event also provided a platform for attendees to communicate the needs of local and regional business owners.
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Mental Health Support, Keeping Community Spirit High & Access to Recovery Resources
That Bad Review
Episode three of the Southern NSW, Visitor Economy Bushfire Recovery Summit - Podcast Series, begins with podcast host chatting with . Graeme was instrumental in leading the tourism recovery efforts on behalf of the Murrindindi and Mitchell Shire Councils, after the . Graeme shares some great advice, based on his own experience in crisis management and disaster recovery processes. In the second half of the podcast, Adrian chats with , the Major Events Manager for . Jeremy was the MC at the Bushfire Recovery Summit. Throughout the event, Jeremy encouraged attendees to contribute their...
info_outlineBruce Harkness is the Senior Vice President of HR and Customer Experience at Wyndham Destination, Asia Pacific. Wyndham Destination is a global company which develops, markets and sells vacation ownership interests in approximately 110 countries.
On this week’s episode of the ‘That Bad Review’ podcast series, Adrian and Bruce chat about providing a personalised customer experience. Bruce shares how Millennials are shaping the accommodation industry, by demanding access to innovative services and facilities. They also discuss the emerging trend hotels are adopting, which incorporates communal spaces with their properties and how such areas allow for authentic interactions between staff and guests.
If you’re involved in any way with the tourism industry, manage an accommodation business or operate a service-based enterprise, this is one podcast you won’t want to miss.
In this episode, Bruce and Adrian also discuss:
- Bruce’s book ‘Performance Matters’, a career coaching guide for millennials
- The importance of resilience, self-belief and following dreams
- Contributing beyond the bottom line through sustainability programs
- Artificial Intelligence and automatic check in
- The growth of the inbound Chinese market
- Playing to one’s strengths
Bruce Harkness' LinkedIn profile
Wyndham Destination, Asia Pacific website
Book - Performance Matters