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In this episode with Michelle Pascoe, we lift the lid on mystery shopping and what it really reveals about leadership, service, and customer experience.

From why traditional surveys fail, to how insight-based mystery shopping exposes what leaders never see when they are not present, this conversation explores how organisations can turn observation into improvement.

We also look at generational expectations, the role of robotics, and why human connection still matters more than ever.

SOUNDBITES

Mystery shopping explained beyond the myths.
Why surveys fail when feedback goes nowhere.
What leaders miss when they are not on site.
How insight-based reports outperform tick-box scores.
The role of human connection alongside robotics.
What Gen Z expects from seamless service.
Why Net Promoter Score needs context to matter.
Turning customer data into real improvement.

ABOUT MICHELLE PASCOE

Contact: https://www.michellepascoe.com

LinkedIn: https://www.linkedin.com/in/michellepascoe/

Renowned for her expertise in the hospitality industry and backed by over three decades of experience, Michelle Pascoe is a Mystery Shopping expert, a Certified Speaking Professional delivering conference keynotes on the Customer Experience as well as workshops on Customer Service Excellence to frontline teams.

ABOUT PODCAST HOST, NINA SUNDAY

Nina Sunday’s latest book, ‘’Manage Self, Lead Others: Constructive Conversations, True Self-Leadership, and Culture You Can’t Fake’’ now on Amazon - paperback, Kindle or audiobook.

Amazon USA ⁠⁠⁠⁠https://a.co/d/3WaplI9⁠⁠⁠⁠

Amazon Australia ⁠⁠⁠⁠https://amzn.asia/d/0KwghaM⁠⁠⁠⁠

If you would be willing to leave a review so others know it’s a good read, Nina would appreciate it.

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Brainpower Training Australia

To learn more about face-to-face training programs with

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Speaking site: NinaSunday.com

To visit Nina Sunday's speaker site for global

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LinkedIn: Connect with Nina Sunday on LinkedIn ⁠⁠⁠⁠⁠⁠HERE⁠⁠⁠⁠⁠⁠

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Blog

To subscribe to Nina Sunday's blog go to ⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.brainpowertraining.com.au/

Learn more about your ad choices. Visit megaphone.fm/adchoices

Learn more about your ad choices. Visit megaphone.fm/adchoices

Mahesh M. Thakur is a former executive with Microsoft, Amazon, Intuit, and GoDaddy, and brings battle-tested experience from Silicon Valley.

In this episode, Mahesh M. Thakur explains:

Youtube video link:

ABOUT MAHESH M. THAKUR

https://maheshmthakur.com/

LinkedIn: https://www.linkedin.com/in/maheshmthakur/

MORE ABOUT

Mahesh M. Thakur is a globally recognised Master Certified Coach and former tech leader with Microsoft AI, Amazon, Intuit, and GoDaddy.

With over 10,000 hours of executive coaching for the C-Suite, Mahesh M. Thakur is named in the Top 100 Executive Coaches worldwide.

Before dedicating his career to coaching, Mahesh managed and grew a $600M+ P&L and helped shape cultures of innovation, having worked alongside industry icons, including Bill Gates and Satya Nadella.

His insights and thought leadership have been featured in Forbes, Yahoo Finance, and Business Newswire.

ABOUT PODCAST HOST, NINA SUNDAY

Nina Sunday’s latest book, ‘’Manage Self, Lead Others: Constructive Conversations, True Self-Leadership, and Culture You Can’t Fake’’ now on Amazon - paperback, Kindle or audiobook.

Amazon USA ⁠⁠⁠https://a.co/d/3WaplI9⁠⁠⁠

Amazon Australia ⁠⁠⁠https://amzn.asia/d/0KwghaM⁠⁠⁠

If you would be willing to leave a review so others know it’s a good read, Nina would appreciate it.

===

Brainpower Training Australia

To learn more about face-to-face training programs with

===

Speaking site: NinaSunday.com

To visit Nina Sunday's speaker site for global

===

LinkedIn: Connect with Nina Sunday on LinkedIn ⁠⁠⁠⁠⁠HERE⁠⁠⁠⁠⁠

===

Blog

To subscribe to Nina Sunday's blog go to ⁠⁠⁠⁠⁠⁠⁠⁠https://www.brainpowertraining.com.au/

Learn more about your ad choices. Visit megaphone.fm/adchoices

Want to know how small, consistent steps can drive big results? How bottom-up ideas with top-down strategy create lasting innovation? This episode features Nigel Collin, an innovation and adaptability expert helping leaders build teams that make improvement a daily habit.

Experience our episodes in a whole new way and watch every video version on our YouTube channel HERE

Subscribe to catch each episode release.

Soundbites

[00:00] Adaptive mindset through curiosity and continuous learning.

CONTACT NIGE|L COLLIN

Website: https://www.nigelcollin.com.au/

LinkedIn: https://www.linkedin.com/in/nigelcollin/

ABOUT PODCAST HOST, NINA SUNDAY

Nina Sunday’s latest book, ‘’Manage Self, Lead Others: Constructive Conversations, True Self-Leadership, and Culture You Can’t Fake’’ now on Amazon - paperback or kindle.

Amazon USA ⁠⁠https://a.co/d/3WaplI9⁠⁠

Amazon Australia ⁠⁠https://amzn.asia/d/0KwghaM⁠⁠

You can read the Kindle version on your PC, laptop or phone; you don’t need a Kindle device. Feel free to leave a review so others know it’s a good read.

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Brainpower Training

To learn more about face-to-face training programs with

===

NinaSunday.com

To visit Nina Sunday's speaker site for global

===

LinkedIn: Connect with Nina Sunday on LinkedIn ⁠⁠⁠⁠HERE⁠⁠⁠⁠

===

Blog

To subscribe to Nina Sunday's blog go to ⁠⁠⁠⁠⁠⁠⁠https://www.brainpowertraining.com.au/

Learn more about your ad choices. Visit megaphone.fm/adchoices

Want to know the secret to leading with creativity, driving innovation, and making AI your competitive edge?

Nils Vesk, founder of Ideas with Legs and author of The Reinvention Spirit and Innovation Archetypes, shares how leaders can turn ideas into impact.

Experience our episodes in a whole new way and watch every video version on our YouTube channel HERE Subscribe to catch each episode release.

Soundbites

CONTACT NILS VESK

Website: https://nilsvesk.com/

LinkedIn: https://www.linkedin.com/in/nilsvesk/overlay/contact-info/

ABOUT PODCAST HOST, NINA

Nina Sunday’s latest book, ‘’Manage Self, Lead Others: Constructive Conversations, True Self-Leadership, and Culture You Can’t Fake’’ now on Amazon.

Amazon USA ⁠⁠https://a.co/d/3WaplI9⁠⁠

Amazon Australia ⁠⁠https://amzn.asia/d/0KwghaM⁠⁠

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Brainpower Training

To learn more about face-to-face training programs with Nina Sunday or one of her experienced Facilitators from Brainpower Training Pty Ltd in Australia Pacific, visit: ⁠⁠⁠⁠⁠⁠⁠https://www.brainpowertraining.com.au/signature-programs/⁠⁠⁠⁠⁠⁠⁠

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To visit Nina Sunday's speaker site for global in-person speaking bookings visit: ⁠⁠⁠⁠⁠⁠⁠https://www.ninasunday.com/⁠⁠⁠⁠⁠⁠⁠

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LinkedIn: Connect with Nina Sunday on LinkedIn ⁠⁠⁠⁠HERE⁠⁠⁠⁠

===

Blog

To subscribe to Nina Sunday's blog go to ⁠⁠⁠⁠⁠⁠⁠https://www.brainpowertraining.com.au/ ⁠⁠⁠⁠⁠⁠⁠and scroll to the bottom of the page to register.

Learn more about your ad choices. Visit megaphone.fm/adchoices

Lisa McInnes-Smith is in the top echelon of corporate speakers, having presented live to more than 2½ million people across 30 countries. This episode we explore:

How do we deal with conflict?

How do we build trust?

How do we get rid of dysfunctional behaviors in a team?

How do we build a sense of unity and community when the company works in silos?

Here's the link to the video version on YouTube:

⁠https://youtu.be/uRfmpAd8cW8 ⁠

Ask yourselves, "Is it them, or is it how we're feeding them the information? Do they feel like they're not trusted? Are our expectations not clear?"

You can say to them, "These are the expectations that we had of you when you came into this position. This is what we're observing. Can you explain to me why you agreed to these behaviors but now are not demonstrating them in this environment?"

TALKING POINTS

[5:31] You can't trust people you don't know and if you don't know them and know the way they work, the way they think, then you can't work well together. Teaching people how to build trust is an initial thing.

[7:05] It's not the person, it's just something they've got into the habit of doing and maybe they need to get out of that habit.

[9.30] We all have bad habits, but there's one right now that's driving us crazy and we need to talk about it.

[15:42] You can have a third person in the conversation, an observer who doesn't participate. And when we're going to talk about something that's really tough, hen it might be good to have somebody there witnessing it.

[18:19] I'm trying to build better people, I'm trying to build better teams and I'm trying to teach leaders how to build those teams by having the conversations that need to be had without people feeling like they're being demeaned or disrespected.

[19:00] It's really good to turn up at a meeting where there's a chance of conflict with your notepad and things that you need to say. And when they say, “These are some of my reasons”, then you write them down. Say, “So let me just capture that.”

[20:00] What sort of biases should someone self-reflect to check if they’re operating under a false bias?

[22:44] Finding team players versus kingdom builders.

[23:00} Find colleagues who can coach each other. The wisdom we need is usually already in the organization. We just don't know each other well enough to be able to trust each other with our problems.  

ABOUT LISA McINNES-SMITH

Lisa McInnes-Smith is in the top echelon of corporate speakers, having presented live to more than 2½ million people across 30 countries.

The first Australian inducted into the International Speaker Hall of Fame, Lisa is a TEDx Melbourne speaker. Her presentation is called “Winning Words: the phrases that pay”.

CONTACT:

Website: https://www.lisaspeaks.com/

LinkedIn: https://www.linkedin.com/in/lisaspeaks/

ABOUT PODCAST HOST, NINA SUNDAY

To learn more about training programs in your workplace with Nina Sunday (or one of her experienced Facilitators from Brainpower Training Pty Ltd) in Australia Pacific, visit: https://www.brainpowertraining.com.au/signature-programs/

Nina Sunday's speaker site for global in-person speaking bookings: https://www.ninasunday.com/

Connect with Nina Sunday on LinkedIn HERE: https://www.linkedin.com/in/ninasunday/

To subscribe to Nina Sunday's personal blog go to https://www.brainpowertraining.com.au/ and scroll to bottom of page to register.

Learn more about your ad choices. Visit megaphone.fm/adchoices

Guest is Tricia Benn, CEO of C-SUITE NETWORK™ and General Manager of The Hero Club.

Tricia Benn has created a powerful ecosystem of executives, industry leaders, and investors focused on integrity, transparency, and meaningful business success.

Host of C-Suite Success podcast: https://c-suitenetwork.com/c-suite-success-with-tricia-benn-2/

Tricia Benn is CEO of the C-Suite Network, an invitation-only membership organization for CEOs, founders, and investors and CEO of the Hero Club.

⁠⁠https://c-suitenetwork.com/⁠⁠⁠⁠https://heroceoclub.com/⁠⁠

Podcast C-Suite Success:

https://c-suitenetwork.com/c-suite-success-with-tricia-benn-2/

https://www.linkedin.com/in/triciabenn/⁠⁠

Contact: https://www.ninasunday.com/contact

Nina presents in Australia, New Zealand, Asia, and globally

Subscribe to Nina Sunday's blog:

https://www.brainpowertraining.com.au/ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠and scroll to bottom of the page.

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How does sparking innovation drive national success? In this episode with Lawrence Armstrong, Chairman of Ware Malcolm, an award-winning design firm operating across the USA, Canada and Mexico, find out how to embed innovation in team culture.

Experience our episodes in a whole new way - watch every video version on our YouTube channel HERE

Subscribe now to be the first to catch our next release.

Soundbites

[0:09 Whole-brain creativity in leadership

CONTACT LAWRENCE ARMSTRONG

Websites:

layeredleadershipbook.com 

lawrencerarmstrong.com 

waremalcomb.com 

LinkedIn: linkedin.com/in/lawrencearmstrong

Email: [email protected]

ABOUT PODCAST HOST, NINA SUNDAY

Nina Sunday’s latest book, ‘’Manage Self, Lead Others:

Amazon USA ⁠⁠https://a.co/d/3WaplI9⁠⁠

Amazon Australia ⁠⁠https://amzn.asia/d/0KwghaM⁠⁠ You can read any Kindle

===

To learn more about face-to-face training programs with Nina

===

To visit Nina Sunday's speaker site for global in-person

===

Connect with Nina Sunday on LinkedIn ⁠⁠⁠⁠HERE⁠⁠⁠⁠

===

To subscribe to Nina Sunday's blog go to ⁠⁠⁠⁠⁠⁠⁠https://www.brainpowertraining.com.au/ ⁠⁠⁠⁠⁠⁠⁠and scroll to bottom of the

Learn more about your ad choices. Visit megaphone.fm/adchoices