Episode 26 - Interview with Mark Shaw - Shaw Thing CX

In episode 26 of the Business of Hospitality (TBOH) podcast, James welcomes Mark Shaw, founder of SureThing CX, for an insightful conversation about the true impact of customer and guest experience in driving business success. Mark brings decades of hands-on leadership across restaurants, theme parks, and country clubs, sharing his journey from kitchen porter at age 14 to general manager and experience coach.

Throughout the episode, James and Mark dig into the nuances of what “CX” really means, and why Mark himself prefers the term “guest experience.” They challenge the traditional view of customer experience as simply a department or metric, instead positioning it as a mindset and practice embedded in every aspect of a successful hospitality business.

Mark draws a powerful link between employee experience and guest experience, emphasising that treating staff well directly translates into memorable customer moments, higher reviews, and increased loyalty. Mark shares practical advice for restaurateurs and café owners struggling to inspire repeat business or boost online ratings, with actionable tips on team engagement, recruitment, and the importance of authentic connection on the frontline.