Making Service Excellence Stick

In this week’s episode, Michelle shares fresh insights and personal experiences from the National Speakers Association Conference “Influence” in Scottsdale, Arizona. The conversation is all about customer experience - from building emotional loyalty and exceptional guest experience to embracing innovation in hospitality and retail. Recapping incredible insights across the month of July from Dr Samantha Worthington, Jenn Donovan, Marc Haine and Steve Sidd, Michelle explores: Why personalised kindness is free and delivers exceptional returns. Tips for creating emotionally-connected, high-performing teams. The role of storytelling and care in amplifying brand loyalty and guest engagement. Real-world lessons from venues like The Cheesecake Factory, where team culture, leadership, and proactive service make all the difference. Practical examples from retail—including a behind-the-scenes peek at Macy’s—demonstrating frontline staff impact on customer experience. The importance of leadership that supports, not micromanages. Encouragement to audit not just what guests expect, but how they feel—from entry to exit. A call to empower your team to turn everyday interactions into memorable moments, building long-term loyalty—both for your guests and your staff. Tune in for a passionate, practical look at elevating your hospitality venue or business through intentional, emotionally rich service—and leave inspired to set the stage for your own team’s success! To learn more about Michelle's services, visit: www.michellepascoe.com