VCC Professional Development Workshop - CX Masterclass

Shaw Thing Amplified Customer Experiences (ACE) – Creating a Culture of Customer Experience (CX) Excellence

At Shaw Thing, Customer Experience (CX) is more than a buzzword. It’s the driving force behind how businesses grow, stand out, and create lasting loyalty. In this masterclass, Mark Shaw, CXPA, breaks down what CX really means, why it matters, and how it goes beyond simple customer satisfaction to deliver true customer success and delight.

You’ll learn why CX is one of the most important drivers of ROI and business performance, with a clear link between delivering 5-star CX and achieving stronger commercial outcomes such as revenue growth, customer retention, and increased referrals.

You’ll also explore how CX strategy and culture can transform the way customers see your business, whether you’re a sole trader or leading a growing team. For business owners with employees, we’ll cover the powerful link between Employee Experience (EX) and Customer Experience (CX), showing how culture directly shapes consistency and performance.

This practical, high-energy session will give you tools to:

• Understand the difference between customer satisfaction and customer delight

• Map out the building blocks of a CX strategy that fits your business

• Discover what drives customer loyalty, referrals, and 5-star reviews

• Turn complaints into opportunities that create die-hard loyal fans

• Build a culture (even as a solo operator) that puts CX at the heart of everything you do

Mark brings insights from over 30 years of leadership across tourism, hospitality, and service industries, with proven results that have helped businesses double and even quadruple in size. His ACE Framework equips business owners to deliver consistent, high-quality experiences that drive profit and growth.

This is a free event, however, you will need to bring your own Tea/Coffee.