Travels from: Victoria
An award-winning Customer Experience CEO
Categories: Customer Service
Full Presenter Profile & Bio
Mark Shaw’s passion lies in the satisfaction of seeing people have amazing experiences & truly believes in the value of creating magical memories for all. A former senior manager with Merlin Entertainments, the second largest attractions group in the world, Mark’s 30 year career has spanned hospitality leisure and tourism experiences across 3 continents.
From Nov 2010 to Dec 2016 Mark was the CEO of multi- award winning WA Theme Park “Adventure World”. During his 6 year tenure the 30 year old business almost doubled in attendances. Between 2016-2018 the park has not only been top of the ratings in Australia but also beat 4 of the 5 Disney resorts worldwide based on Trip Advisor ratings.
Mark holds an MBA with a services marketing focus. He is a fellow of the Australian Institute of Management & the International Institute of Directors and Managers as well as being a member of the Customer Experience Practitioners Association and Professional Speakers Association.
Mark Shaw has held a number of board positions related to tourism marketing & training. Mark is an AIM mentor, Victoria Tourism Industry Council Awards Judge & keynote speaker.
As a speaker, Mark is passionate about delivering a presentation educating audiences on the importance of customer experience. Starting with ‘Why’, Mark delves into how increasingly important and critical it is that brands deliver a second to none experience, especially with heightened social media presence. Mark also explores ‘How’, discussing barriers and implementable strategies so other companies and businesses can succeed in the area of customer experience.
Belgravia Leisure engaged Mark Shaw to present to the team. Mark’s presentation was focused on the “why” customer experience is so important which then flowed into some headline tips on the "how"and "what" elements that can be used to dial up customer experience outcomes. His presentation was interesting, backed up by powerful statistics and case studies, thought provoking and well received by the team.
Mark Shaw was invited to deliver a Key note speech at the Australian Amusement, Leisure and Recreation Association (AALARA) Annual Conference. Mark’s keynote was one of the conference highlights. Mark delivered intriguing insights into the transformation of Perth theme park, Adventure World, through raising the overall guest experience in both service interactions, theming, story telling, operational and marketing excellence. I would recommend Mark for future customer experience speaking engagements.