01ABOUT US

“We create Awesome, Authentic, Customer Experiences" (A.A.C.E.)”

Mark Shaw is a vastly experienced multiple award-winning Customer Experience (CX) CEO with over 25 years experience running award-winning theme parks, hospitality, and leisure businesses. Mark has created a tested framework based on a combination of multiple academic theories and his own empirical experiences. Mark calls this framework "Awesome, Authentic, Customer Experiences" or "A.A.C.E." This framework has been fine-tuned, polished and developed to deliver to senior and/or middle managers through coaching, masterclasses, mentoring, Keynote speaking and training for sustained cultural change and improved business performance.
Shaw Thing Consulting
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MARK SHAW - MBA FAIM, FIIDM
60+

MILLION IN ATTRACTION DEVELOPMENT

20+

YEARS RETAIL/FOOD & BEVERAGE EXPERIENCE

10+

AWARDS

3000+

TEAM TRAINING

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  ATTRACTIONS

Shaw Thing Consulting provide full master planning services as well as the selection, procurement negotiations & development of immersive themed maximum impact attractions "new or refurbished existing attractions" for double digit attendance growth.

  BRAND + MARKETING ATTRACTIONS

Developing creative brand narratives, defining your businesses brand personality, marketing strategy & PR generation. Mark also brings important awards judge experience to the process of award submissions in all business categories.

  OPERATIONS

Incredible customer/guest experiences for competitive differentiation & improved business performance using the proven A.A.C.E. model.

  TEAM INDUCTION & LEGENDARY SERVICE

Inductions based on the Disney Institute. Winner of the 2016 Australian Institute of Management WA “Pinnacle” award for Customer Service Excellence.

02SERVICES

Awesome Authentic Customer Experiences Framework.

A.A.C.E. is a complete framework that covers all aspects of the customer journey delivery, not just what we typically consider to be “service”. The framework covers all the lever’s managers need to pull for maximum employee engagement and “discretionary effort” to create authentic, sincere human interactions that make customers feel respected, validated and connected. The A.A.C.E. “Continuous Improvement Loop” model and plans provide managers with tools to identify themes and action plans to address any “wrinkles” in the customer experience.

In the 90’s Xerox surveyed 480,000 customers each year. At first their goal was to achieve 100% 4- and 5-star ratings. However, their analysts were staggered to realise that customers who scored them 5 out of 5 were subsequently 6 times (!) more likely to re-purchase from them. Therefore, if you think a 4 out 5 rating is satisfactory, it’s maybe time to re-think. 4 is potentially a “sitting on the fence, non-committal rating (people feel harsh often scoring a 3 so they opt for the middle ground and kindly/politely give you a 4 but there is no guarantee they will refer you or buy from you again) So, if you are serious about driving growth in your business, a 4 is a FAIL! Your goal must be to achieve as many 5-star ratings as possible to drive growth.

A.A.C.E. in action- an example.  

From Nov 2010 to Dec 2016 Mark was the CEO of award-winning WA Theme Park "Adventure World". During this period the business doubled in size through excellence of service/product using the A.A.C.E. framework. The park also increased its 4/5-star ratings from 59% to 92% by the end of 2016, the highest Trip Adviser rating of any major theme park/amusement park or water park in Australia. 

Mark has worked in the UK, USA & Australia and holds an MBA with a services marketing focus. He is a fellow of both the Australian Institute of Management & the International institute of Directors & Managers, a member of the Customer Experience Professionals Association & has held several board positions related to tourism marketing & training. 

Mark is also an AIM mentor, Victoria Tourism Industry Council Awards Judge & keynote speaker and coach as well as having so far raised over $41,000 for the homeless as a participant in the annual Vinnies CEO Sleepout. 

THEME PARK / WATER PARK / AMUSEMENT PARK CONSULTANT

 

ATTRACTIONS MASTER PLANNING

 

THEMING / RIDE brandING

 

A.A.C.E - CUSTOMER EXPERIENCES

 

FOOD & BEVERAGE EXCELLENCE

 

ORGANISATIONAL CULTURE / EXECUTIVE DEVELOPMENT

 

PURPOSE, VISION, MISSION & VALUES DEVELOPMENT

 

INNOVATION & CULTURAL CHANGE

 

OPERATIONS / SAFETY AUDIT

 

CUSTOMER SERVICE MATTERS, HERE'S WHY BY NUMBERS

1CUSTOMER SERVICE

76% of consumers say they view customer service as the true test of how much a company values them.
~ Aspect Consumer Experience Survey

2POOR CUSTOMER SERVICE

62% of global consumers have stopped doing business with a brand or organization due to a poor customer service experience.
~ Microsoft Global State of Multichannel Customer Service Report

3LOYAL CUSTOMERS

Once a customer leaves, 4 in 5 say they will never come back & if they do, 59% say they will be less loyal.
~ SDL The Global CX Wakeup Call Report

45/5 RATING

Moving satisfaction ratings from 4/5 to 5 results in 6x more likely to repurchase.
~ Xerox Copiers research

04TESTIMONIALS

Organisations Mark Shaw has had the pleasure to have worked with