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

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 park experience in Australia and doubled both its revenue and attendance.