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Middle Management Movement by Michelle Pascoe

Sep 24, 2018

This week I discuss the challenge of engaging with and meeting the expectations of an intergenerational workforce and clientele. How do we cater to all these different and equally important needs, and successfully bridge the gap between the 5 generations that now exist in our venues? Understanding the unique qualities,...


Sep 17, 2018

While every company wishes to create emotional and memorable customer experiences, service failure is often the most emotionally-engaging interaction and the one that customers are most likely to share - everywhere! This week, I chat about the importance of service recovery and how to pursue reconciliation of the...


Sep 10, 2018

Roslyn Ranse is a travel manager for iTravel Australia and has been facilitating seamless and memorable travel experiences for her clients for almost a decade. Her uncompromising regard for quality work and customer satisfaction earned her a nomination for the Travel Agent of the Year for Retail award in the National...


Sep 3, 2018

We all know how important it is to know and understand your Ideal Customer Avatar, but it is just as critical to put the same time and effort into creating your Ideal Employee Avatar. Finding the right person for the right role can be difficult in any industry, but knowing what you're looking for and staying focused on...