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Mark Evans is the owner of Paronella Park, a hugely successful heritage-listed tourist attraction in far North Queensland that has been in his family for over 20 years. During this time, customer service has been not only been their biggest focus, but has resulted in their biggest marketing successes. In this episode Mark reveals the many ways his family and team go above and beyond for every customer to ensure their visit is wonderful – focusing on the little details that amount to a superior experience. Paronella Park has an active and engaged Facebook community of over 20,000 fans, and thrives on partnerships and referral business.<\/span><\/p>\n <\/p>\n During my conversation with Mark he shares:<\/span><\/p>\n <\/p>\n Mark\u2019s Example Of A Customer-Centric Business<\/b><\/p>\n <\/p>\n Selected Links For This Episode<\/b><\/p>\n <\/p>\n \u201cWe looked at it as us being the tourist. \u2018How would the customer look at us?\u2019 and \u2018How would we like to be treated?\u201d <\/span><\/i>Mark Evans<\/i><\/b><\/p>\n <\/p>\n \u201cThink:\u2018What would a Japanese person or a Chinese person visiting Australia, like to try or taste?\u2019 All the information comes when you know your markets, when you know who\u2019s coming to your door and you get feedback. Probably more important than the positive feedback is actually the things that didn\u2019t work out\u201d <\/span><\/i>Mark Evans<\/i><\/b><\/p>\n <\/p>\n \u201cYou don\u2019t stop reinventing… we turn everything on it\u2019s head so that every staff member is able to work in every area.\u201d<\/span><\/i> Mark Evans<\/i><\/b><\/p>\n <\/p>\n \u201cSome of our best decisions came out of natural disasters. It made us stronger.\u201d <\/span><\/i>Mark Evans<\/i><\/b><\/p>\n\n
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