GARY BERTWISTLE
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Why every company needs Hope

20/8/2025

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Gallup recently released the results of a very large poll of workers from across the world. They asked a question "What's the most important attribute you need from your company owner?" The results will surprise. The number one response by light years was Hope. Hope comes from having a clear picture of what's ahead for the company, a leader knowing the steps to take in order to capitalise on that future, having a set of values or behaviours that will direct the team in the right direction and a clear understanding of why they do what they do.
Many company owners have it in their mind, but it's not published. In Adelaide recently during my keynote a company owner said. "When I think about the future and what I can see, it excites me. I can feel it rising in me." This lady could viscerally feel that vision in her whole body. It was an inspiring moment and certainly helped emphasise my point about a dream, a North star, or call it your vision, for the business. 
Drew Ginn, a member of the famous Oarsome Foursome once said to me "If not you, then who? If not now, then when?" This company leader had previously never really sat to think about the future and the possibilities for the company. She had never taken time to sit down and visualise what it looks like, and when she did she had a visceral feeling within her whole body.... true excitement that gives people HOPE! Thanks to Ron Smith for the pic. 
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Customer Service vs Customer Experience

5/8/2025

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In Melbourne for speaking gig, I was staying at The Lyall Hotel in South Yarra, Melbourne. Excellent experience. From from the minute you pull up, the beautiful entry, the reception where they calmly ask you to take a seat, the casual conversation with the clerk, there was cool music playing, a fire gently crackling, and most of all, the people in Reception smiled. The rooms had beautiful appointments, and at breakfast a warm welcome and a casual enjoyable conversation with the staff set up the day. There's a difference between customer service and customer experience. The difference with a customer experience is how does it make you feel? Most hotels and most venues are transactional, they have customer service. They get the job done, but you have no true emotional feeling afterwards. David Avrin emphasised this point on The Mojo Sessions EP 322: when he asked: "What's it like to do business with your company?" Hear David Avrin at https://shorturl.at/mTY2l.
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    The Espresso

    Speaker, author and thought leader in innovation and creativity, Gary challenges people and businesses to think differently, unlock their great ideas and ultimately be more successful.

    In his blog, The Espresso, Gary scours the world to find interesting tips, tools and news to give you a new or different perspective on the world around you.

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  • Home
  • About
    • Bio
    • Photo Gallery
    • Testimonials
    • Tour de Cure
  • Speaking
  • Media
  • Interviewer
  • Blog
  • Books/Store
  • Resources
    • Gary's Book Recommendations
    • The Espresso
    • Mojo Manifesto
  • Contact
  • Client Page