Our Story So Far...

1986 - 1994

On The Front-Lines

Shelley Thomson’s patient experience journey begins in the trenches. She starts work as a nuclear medicine technologist at Royal Melbourne Hospital. She works with patients daily.

After two years, she moves to The Melbourne Diagnostic Imaging Group. And she extends her expertise into ultrasound.

1994 - 2006

Commercial And Patient Focus

Shelley Thomson switches from clinical work to a commercial focus with ATL Ultrasound.

Philips Medical Systems purchases ATL Ultrasound. Shelley is soon managing the $35 million ultrasound division. She also adds an MBA with Macquarie’s School of Management to her resume.

In 2004, Shelley took a role establishing a subsidiary of Sonosite Ultrasound. She is in charge of building the team, developing client relationships, and business.


A New Beginning

In 2006, Shelley Thomson left her career in the medical technology industry.  She opens her own gourmet food business. Her goal is to create a store that treats customers like family. She respects staff like shareholders and creates a sense of community with suppliers.

2007- 2009

Manuka Fine Foods develops a reputation for outstanding customer experience

Manuka Fine Foods develops a reputation for outstanding customer experience. It becomes one of Canberra’s best-loved fine food stores. Its food, staff, and atmosphere receive accolades.  The Sydney Morning Herald, Good Food Guide lists the store. The Canberra times praises it. And it wins the 2009 LifeStyleFood.com.au ‘I Love Food Awards’ – ACT Best Deli/Café’.


Late 2009

Disaster Strikes Manuka Fine Foods

Manuka Fine Foods is booming until tragedy strikes. Fire destroys the shop. For years afterwards, customers beg Shelley to reopen the shop. She realises that she has created a devoted fan-base who loves her business. Instead of reviving the store, Shelley decides to help other companies improve service.


Retail 360 Is Born

Shelley works in Real Estate while planning the new business. Then, in 2011, Retail 360 is born. It’s mission: Start a service revolution. And transform the customer experience of 10,000 firms by 2020

2012- 2013

Retail 360 Starts To Make An Impact

Retail 360 grows as word spreads about its unique science-based customer experience strategies. Shelley gains a Net Promoter Associate Certification and a Diploma in Retail Management. By the end 2013, Retail 360 has helped countless clients.


Shelley Takes To The Stage

While Retail 360 strides from success to success, Shelley begins to focus on speaking. She delivers four presentations at Lollypotz annual franchisee conference in July. And she wins applause at the Pharmacy Business Network conference in September.

Shelly then develops her breakthrough ‘Choose Your Own Adventure’ presentation. This interactive style gives a unique insight into how customer experience affects business.


Retail 360 Continues To Wow Clients

Retail 360 works with Australia’s leading carpet cleaning equipment supplier. Shelley is also part of a consortium to develop the CBR Service Champions Program. It is Canberra’s first online service training course for local businesses.


Shelley’s Speaking Career Goes From Strength To Strength

Shelley speaks at the Pharmacy Business Network conference for a second year running. She also appears at the Emerging Leaders Training, for high-value employees at Deloitte. And the Black Ink Program for Deloitte suppliers and business partners.


A New Journey Begins

“Shelley launches Customer Service 360 with her sister Kate. They launch the online Essential Service Skills program. This program is a fast, easy and enjoyable way to teach managers and staff service skills. Shelley features as a “Member of the Week” on Business Chicks website. She also speaks at The Fortune Institute’s High Achiever hosted by Siimon Reynolds.


The Patient Experience Revolution Kicks Off

Shelley returns to the medical industry. She founds Experience 360. The focus is on helping healthcare providers to deliver an exceptional patient experience.

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