Podcasts about Pike Place Fish Market

Welcome to Accelerate Your Business Growth! In today's episode, host Diane Helbig sits down with Gair Maxwell—author, brand strategist, and keynote speaker whose influence spans powerhouse names like Apple, Caterpillar, and NAPA. Gair brings his broadcast journalist flair to the conversation as he reveals what it really takes for everyday leaders and small to midsize businesses to build irresistible brands. Drawing from his acclaimed book Big Little Legends, Gair unpacks the four defining criteria behind legendary local businesses that attract devoted fans and steady streams of customers—think Café du Monde, Pike Place Fish Market, and even a humble used car dealership that became “Canada's Huggable Car Dealer.” He shares the vital importance of brand stories rooted in authenticity and values, why “just marketing” will never measure up to a touch of magic, and the classic mistakes leaders make when they rely solely on products and services to stand out. Gair also weaves memorable lessons from icons like Steve Jobs, Nike, and even Eddie Van Halen—illustrating how originality and storytelling can transform your business into a community legend. Whether you're a business owner, marketer, or simply looking for inspiration, this episode will challenge you to step into your own unique story and discover the magic within your brand. If you are a small business owner or salesperson who struggles with getting the sales results you are looking for, get your copy of Succeed Without Selling today. Learn the importance of Always Be Curious. Accelerate Your Business Growth is proud to be included on the list of the 45 Best Business Growth Podcasts. We are also honored to be selected by FeedSpot as one of the Top 10 Growth Hacking Podcasts, Top 25 Evergreen Podcasts and Top 50 Business Growth Podcasts on the web. Each episode of this podcast provides insights and education around topics that are important to you as a business owner or leader. The content comes from people who are experts in their fields and who are interested in helping you be more successful. Whether it's sales challenges, leadership issues, hiring and talent struggles, marketing, seo, branding, time management, customer service, communication, podcasting, social media, cashflow, or publishing, the best and the brightest join the host, Diane Helbig, for a casual conversation. Discover programs, webinars, services, books, and other podcasts you can tap into for fresh ideas. Be sure to subscribe so you never miss an episode and visit Helbig Enterprises to explore the many ways Diane can help you improve your business outcomes and results. Learn more about your ad choices. Visit megaphone.fm/adchoices

Inhalt Heute geht es mal nicht um Recht, QM oder QS. Die Führungskultur sowie Kommunikation mit den Mitarbeitern spielen eine immer größere Rolle. Und das unabhängig von der Tätigkeit. Hören Sie dazu ein spontanes Interview mit dem Inhaber Jaison und dem Fischverkäufer Berry.   Ihre Interviewpartner Jaison und Berry vom Pike Place Fish Market in Seattle Homepage: https://www.pikeplacefish.com/    Interview geführt von Dr. Arno Langbehn Geschäftsführer von Behr's. Hierzu gehören BEHR'S DIGITAL, der BEHR'S VERLAG und die BEHR'S AKADEMIE. Kontaktdaten Behr's GmbH Averhoffstraße 10 22085 Hamburg Tel.: 040 – 227 00 80 E-Mail: a.langbehn@t-online.de      Weiter Informationen zum Thema dieser Folge Nutzen Sie hierfür die kostenfreien Email-Infodienste von Behr's zu Lebensmittelrecht sowie QM & QS. Tragen Sie sich jetzt unter www.behrs.de/news ein. Wir freuen uns immer über ein Feedback. Schreiben Sie uns Ihre Meinung an podcast@behrs.de .   Links    •    Kostenfreie Informationen zu Hygiene und Recht  •    BEHR'S…SHOP   •    BEHR'S…AKADEMIE  •    BEHR'S…ONLINE •    QM4FOOD   •    HACCP-Portal   Hat Ihnen diese Folge gefallen? Dann freuen wir uns, wenn Sie unseren Podcast abonnieren. Hinterlassen Sie auch gern eine Bewertung, ein Feedback auf iTunes und teilen Sie diesen mit Freunden und Bekannten.  Hinterlassen Sie uns hier Ihre Bewertung Denn Ihre Meinung zählt und hilft uns den Podcast noch besser auf Ihre Bedürfnisse zuzuschneiden.

Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and front-line workers to grow and invest passionately in all aspects of their lives.Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times' #1 bestselling author. His books include: Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges The Airbnb Way: 5 Leadership Lessons for Igniting Growth Through Loyalty, Community, and Belonging Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People The Zappos Experience: 5 Principles to Inspire Engage and WOW Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary When Fish Fly: Lessons for Creating a Vital and Energized Workplace co-authored with the owner of the "World- Famous" Pike Place Fish Market in Seattle Customer Magic: The Macquarie Way -How to reimagine customer experience to transform your business

Hillary Branyik is bundled up and slinging fish at the Pike Place Fish Market.   Follow the folks in this episode Hillary Branyik @iambranik on all socials  Pike Place Fish Market on Instagram Pike Place Fish Market on TikTok Follow Finally! A Show Finally! A Show on Instagram Finally! A Show on TikTokSee omnystudio.com/listener for privacy information.

Are you tired of the same old fish in the sea of the SaaS world? Well, get ready to dive into a fresh catch of insights in this latest episode of SaaS Fuel as Jeff Mains chats with the legendary Rand Fishkin, the co-founder and CEO of SparkToro and the author of Lost and Founder Book. Rand shares his insights on building a successful SaaS business and the importance of designing a company around what you choose not to do. From debunking the growth-at-all-costs mentality to democratizing data and market research, Rand serves up a feast of wisdom that will leave you hungry for more.So, grab your surfboard of innovation, take our insights, and ride the SaaS wave to success.

The best ideas often come from outside the industry. So at The Savvy Dentist Podcast, it's our aim to find things that are interesting in the business world, and look for their relevance to the dental world. The Pike Place Fish Market in Seattle, Washington, was founded in 1930 and is known for its tradition of fishmongers throwing the fish purchased by customers prior to wrapping it. The fish market was near bankruptcy in 1986, but after the introduction of new practices such as the fish throwing, games, and customer performances, it received significant exposure in national media and on television shows. Pike Place Fish Market is today a world-famous tourist destination, attracting up to 10,000 daily visitors. [6:12] - The four tenets of the fish philosophy are to choose your attitude. The idea is you come to work and you get to choose, am I going to have a good day? Or, am I not going to have a good day? Am I going to have a good attitude or not a good attitude? [13:06] - How telling stories can help connect you with your patients. [16:12] - Personal emotional connection is the glue that holds your dental practice together. The personal emotional connection with your patients, knowing them, knowing their families, knowing their interests, knowing their hopes and their aspirations as well as their fears and frustrations and matching our care to suit.

Do you want to create a customer-centric culture that prioritises exceptional customer experience? This week, we enjoyed learning from the internationally sought-after speaker, author, and organisational consultant Joseph Michelli. Joseph started his consultancy journey working for the Pike Place Fish Market in Seattle. Since those early days in his career, he's worked with some of the biggest brands in the world, including Starbucks, Zappos, Mercedes Benz and Ritz Carlton. In this episode, Joseph shares some great stories about excellent customer service he has seen throughout his career and how leadership plays a pivotal role in prioritising a customer-centric culture. He dived into his work at Ritz Carlton, Mercedez Benz and Starbucks, all experiences from which he wrote fantastic books. If you want customer service to be at the heart of your strategy. Joseph explains what do you need to do. How to map out the customer journey, finding those high-value touch points.  An energising conversation. Download and listen to learn more. On today's podcast: A passion for being of service to othersThe Ritz Carlton's standard of serviceThe pivotal role of leadership in customer serviceExploring the power of emotionShifting towards technology-aided service Follow Joseph Michelli:WebsiteLinkedInFish Throwing at Pike Place Fish Marketplace in Seattle Book recommendations: The Experience EconomyThe Airbnb wayThe New Gold StandardThe Starbucks ExperienceThe Zappos ExperienceDriven to Delight Enjoyed the show? Leave a Review  

Our occasional series Day Job highlights musicians who work a day job to be able to pursue their passion of music. This episode took Rachel Stevens to Pike Place Fish Market to talk with shipping manager Hillary Branyik, who is also a singer-songwriter under the name Branik. Support the show: https://www.kexp.org/sound/See omnystudio.com/listener for privacy information.

Dr. Michelli takes you to Seattle, Washington, and the Pike Place Fish Market where he offers three lessons for engaging team members and customers. 

FISH Philosophy Founder John Christensen. Finding a profitable idea, NO ONE Else Can See! This is an incredible journey of how to pay attention a profitable idea from someone who has done exactly that! On a visit to Seattle, John Christensen, observed fish sellers at Pike Place Fish Market tossing trout and salmon through the air of the market, providing high energy that energized many pedestrians passing by on their lunch breaks. They gave their complete attention to each customer and ensured each had an enjoyable visit. Christensen noticed the actual work of selling fish was repetitive, cold and exhausting. It occurred to him that the fishmongers might not enjoy every part of their job, but they chose to bring joy to how they approached it. They also sold a lot of fish. He asked the fishmongers if he could film them and they agreed. That turned into a film entitled Fish. John Christensen created the Fish Philosophy from the film, and a book entitled Fish! A Remarkable Way to Boost Morale and Improve Results, by Stephen C. Lundin, Harry Paul, and John Christensen. If you've ever wanted to have a GREAT idea, listen to how John found his life changing idea as a documentary film maker and turned it into a profitable, corporate sensation, to help you find your own eureka moment! God willing. Listen In --- Send in a voice message: https://anchor.fm/rita-joyan/message

Today's episode features the NCG Book Club and April's book of the month, Fish!: A Proven Way to Boost Morale and Improve Results by Stephen C. Lundin. While it might have been the shortest book in length so far, its message is far-reaching and filled with timeless wisdom. It's the story of a flailing corporate culture that meets the wildly engaging Pike Place Fish Market in Seattle, WA where the Fishmongers practice the FISH! philosophy., comprised of 4 simple rules.

In this episode, we talk with Gair Maxwell an author, keynote speaker, podcaster, and brand strategist. Gair is considered a global authority on creating iconic, "larger-than-life" brands that attract legions of customers and top talent without having to use "pushy" marketing tactics.  THOUGHT #1Find Your Authentic Swing THOUGHT #2Vision without action is merely a dream. Action without vision just passes the time. Vision with action can change the world.– Joel Barker CONNECT:Website: Gair MaxwellPodcast: The Leadership Standard- Candid Conversations with Everyday LeadersBook: "Big Little Legends: How Everyday Leaders Build Irresistible Brands"Email: gair@gairmaxwell.comBlog: Leaders and LegendsBrand Consulting: The Branding Highway Bootcamp Keynotes: Gair Maxwell KeynotesKeynote: Big Little Legends: How Everyday Leaders Build Irresistible BrandsKeynote: The Branding Highway Keynote: The Reinvention Code: Timeless Secrets Of Disruptive InnovationKeynote: Knowing-Doing G.A.P: The Bridge Between Talk & ActionFacebook: Gair Maxwell- International Keynote Speaker and Author Instagram: Gair Maxwell Linkedin: Gair Maxwell Twitter: Gair Maxwell YouTube: Gair Maxwell BRAND & RESOURCE MENTIONS:"I Ran" (Flock of Seagulls) - YouTube.com Book Of Ecclesiastes - KingJamesBibleOnline.org"Watermelon Sugar" (Harry Styles) - Cosmopolitan.com Batman - DC Comics - DcComics.com Robin: The Boy Wonder - DC Comics - DcComics.com Apple - Apple.comAC/DC - ACDC.comLululemon - Shop.Lululemon.comLed Zeppelin - LedZeppelin.comVistage: The World's Largest Executive Coaching Organization - Vistage.com Van Halen - Van-Halen.comSammy Hagar - RedRocker.comDavid Lee Roth - DavidLeeRoth.com"Hot For Teacher" (Van Halen) - YouTube.com"Jump" (Van Halen) - YouTube.com"Panama" (Van Halen) - YouTube.com"Right Now" (Van Halen) - YouTube.comRobert Plant - RobertPlant.com The Authentic Swing - Steven Pressfield - StevenPressfield.comThe Legend of Bagger Vance: A Novel of Golf and the Game of Life - Steven Pressfield - StevenPressfield.comSt. Andrews Links: The Home of Golf - StAndrews.comCity of Bethlehem - Bethlehem-Pa.govVatican City - WHC.Unesco.orgThe Power of Story and Metaphor - Huffpost.com Ferrari - Ferrari.com Nike - Nike.com"Door of Opportunity" - Goodreads.comClass A PGA Professional - PGA.InfoGrenelefe Golf & Tennis Resort, Haines City Florida - TheLefe.comJim Furyk - PGATour.com"Happy Gilmore" - Adam Sandler movie - IMDB.com Arnold Palmer - ArnoldPalmer.comBen Hogan - BenHoganGolf.comNew Orleans' Café Du Monde - Shop.CafeDuMonde.com French Quarter - New Orleans, Louisiana - NewOrleans.com Pike Place Fish Market - Seattle, Washington - PikePlaceFish.com Webers Hamburgers - Ontario, Canada - Webers.com Montreal Expos Baseball - SportsTeamHistory.com National Hockey League - NHL.comMcDonald's - McDonalds.com"Running With The Devil" (Van Halen) - Lyrics.com Canada's Huggable Car Dealer: Jim Gilbert - WheelsAndDeals.ca Canada's Huggable Car Dealer: Dawna Gilbert - WheelsAndDeals.caSeinfeld - SonyPictures.com"Who Was Casanova?" - SmithsonianMag.comRomeo Montague (Italian: Romeo Montecchi) - William Shakespeare - En.Wikipedia.com "MC" Labeling - McDreamy - GreysAnatomyFandom.comJoel Barker - JoelBarker.com The Walt Disney Company - TheWaltDisneyCompany.comCity Of Fredericton, New Brunswick, Canada - Fredericton.caSpace Needle - Seattle, Washington - SpaceNeedle.com Starbucks - Seattle, Washington - PikePlaceMarket.orgZappos - Zappos.comStart with Your Why: How Great Leaders Inspire Everyone to Take Action - Simon Sinek - SimonSinek.com Execution: The Discipline of Getting Things Done - Larry Bossidy, Ram Charan, Charles Burck - Amazon.com1 + 1 = 3 - Steven Covey - TeamBonding.com The Vin Diagram - Vinayiyengar.comFleetwood Mac - FleetwoodMac.com Aerosmith - Aerosmith.com Harley-Davidson - Harley-Davidson.com "Heavy Metal" (Sammy Hagar) - Genius.comLeaders & Legends: A Tribute To Edward Van Halen – Gair Maxwell - YouTube.com Booky Call - Book Review App on Apple - Apps.Apple.com Booky Call - Book Review App on Google Play - Play.Google.com Hard Rock International – HardRock.comBooky Call - https://www.bookycall.combookstarPR - bookstarPR.comThoughts That Rock – ThoughtsThatRock.comCertified Rock Star - CertifiedRockStar.comLeadership That Rocks: Take Your Brand's Culture to Eleven and Amp Up Results (Jim Knight) - LeadershipThatRocksBook.comCulture That Rocks: How to Revolutionize Your Company's Culture (Jim Knight) – CultureThatRocks.comBlack Sheep: Unleash the Extraordinary, Awe-Inspiring, Undiscovered You (Brant Menswar) - FindYourBlackSheep.comRock ‘n Roll With It: Overcoming the Challenge of Change (Brant Menswar) – RocknRollWithIt.comCannonball Kids' cancer – CannonballKidscancer.orgBig Kettle Drum - BigKettleDrum.comSpectacle Photography (Show/Website Photos) – SpectaclePhoto.comJeffrey Todd “JT” Keel (Show Music) - JT KeelGAIR MAXWELL'S BIO:Gair Maxwell is an author, keynote speaker and brand strategist who marvels at the sight and sound of a well struck drive off the tee that splits any well-groomed fairway. Endlessly curious about the origin of legends and myths, he is considered a global authority on the creation of iconic, “larger-than-life” brands that attract legions of customers and top talent – without having to use “pushy” marketing tactics. Some organizations he has worked with have achieved 15-30X financial growth while becoming a much coveted and highly desirable “Category of One”. His fascination with “legends” likely dates back to the age of 11, watching the “Immaculate Reception”, December 23, 1972, as Franco Harris galloped into NFL history. Today, that curiosity extends to dissecting how the world's top brands become - simply irresistible. Everything from Apple & AC/DC to Lulu Lemon and Led Zeppelin. Specifically, his research focuses on small, but mighty giants that exert the same magnetic, pulling power similar to what NIKE does with shoes and Harley Davidson with motorcycles. These “Big Little Legends” include historic Café Du Monde in New Orleans; world famous, Pike Place Fish Market in Seattle and Webers on Highway 11 in Northern Ontario. Gair's riveting keynote presentations and hands-on workshops are packed with real-life stories supported by decades of in-the-trenches business experience. Described as a “shock stick of energy”, Gair delivers electrifying, uplifting presentations – both live and virtual - that inspire everyday people to stand apart from the crowd, unleash their inner greatness and build an enduring legacy. He has worked with some of the world's most dynamic organizations, including the Apple Specialist Marketing Group, Caterpillar, NAPA, Leo Burnett (Taiwan), Virginia Tech and others, while sharing conference stages with business icons such as Richard Branson and Gene Simmons. His accomplishments include: • Awarded “Speaker of the Year” by TEC Canada. • Recognized as a Vistage ‘Top Performer' in 2020. • Upwards of 600 appearances with Vistage International, the world's largest CEO Peer Advisory Group. • Best-selling author of Big Little Legends, available through Amazon.com, Indigo, Barnes & Noble, and more. • Podcast Host: “The Leadership Standard” with TEC Canada. A former broadcaster, Gair racked up 10,000+ interviews and 30,000+ broadcasts in an award-winning radio and television career. The son of a former pro golfer from St. Andrews, Scotland, Gair is a military history buff, an avid supporter of the Pittsburgh Steelers and a card-carrying Tennessee Squire. He prefers Jack Daniels on the rocks, a frosty Moosehead beer and is a life-long fan of Van Halen who believes both versions of the band with David Lee Roth and Sammy Hagar should be considered legendary. A native of Moncton, NB, he currently resides in London, ON with Dana and their brood of two cocker spaniels (Theodore & Sophie) along with a beagle-mix rescue named Maggie. Big Little Legends is his second book.

From Pike Place Market to the Ballard Locks, Salmon are stalwart icons of Seattle. But as they face warming waters and stormwater runoff, their future is threatened and uncertain. As part of the Beasts of Seattle Series, Town Hall's Podcast Artist-in-Residence Samantha Allen interviews artist and American Indian Studies instructor Joe Seymour, Pike Place Fish Market co-owner Jaison Scott, Chef Shota Nakajima of Taku, and salmon stewards Jeff and Allison Lilly. Samantha Allen is the author of Patricia Wants to Cuddle and the Lambda Literary Award finalist, Real Queer America: LGBT Stories from Red States. A GLAAD Award-winning journalist, Samantha's writing has been published by The New York Times, Rolling Stone, CNN, and more. Credits: The music for this podcast was written and performed by John Gould. You can find more of John's music at johngould.bandcamp.com. The art for this podcast was made by Sadie Collins.  Sources: https://www.npr.org/2012/08/28/160129982/parks-vie-for-space-in-miamis-forest-of-condos https://www.tpl.org/city/seattle-washington https://www.theolympian.com/entertainment/arts-culture/article249610718.html https://www.carkeekwatershed.org/annual-salmon-spawning-survey-kicks-off-at-carkeek-park/ https://www.seattletimes.com/seattle-news/environment/the-elwha-dams-are-gone-and-chinook-are-surging-back-but-why-are-so-few-reaching-the-upper-river/ https://www.fisheries.noaa.gov/species/chum-salmon https://www.theolympian.com/news/local/article253404075.html https://www.seattleaquarium.org/blog/seattle-aquarium-salutes-pike-place-fish https://www.pikeplacefish.com/about https://seattle.eater.com/2021/7/2/22560835/shota-nakajima-season-finale-of-top-chef-recap https://www.usgs.gov/faqs/how-do-salmon-know-where-their-home-when-they-return-ocean-1?qt-news_science_products=0#qt-news_science_products Presented by Town Hall Seattle. Beasts of Seattle is part of Town Hall's Artist-in-Residence program.

From Pike Place Market to the Ballard Locks, Salmon are stalwart icons of Seattle. But as they face warming waters and stormwater runoff, their future is threatened and uncertain. As part of the Beasts of Seattle Series, Town Hall's Podcast Artist-in-Residence Samantha Allen interviews artist and American Indian Studies instructor Joe Seymour, Pike Place Fish Market co-owner Jaison Scott, Chef Shota Nakajima of Taku, and salmon stewards Jeff and Allison Lilly. Samantha Allen is the author of Patricia Wants to Cuddle and the Lambda Literary Award finalist, Real Queer America: LGBT Stories from Red States. A GLAAD Award-winning journalist, Samantha's writing has been published by The New York Times, Rolling Stone, CNN, and more. Presented by Town Hall Seattle. Beasts of Seattle is part of Town Hall's Artist-in-Residence program.

In this episode, Harry Paul, co-author of Fish! A Proven Way to Boost Morale and Improve Results, shares insights on the Fish Philosophy that helps business, organizations and school districts find greater purpose through building a more positive work culture. As one of the best-selling business books of all time, Fish! has sold more than six million copies and is based on observations from the daily work environment at Seattle's world-famous Pike Place Fish Market that promotes trust and teamwork to increases employee satisfaction. Paul, known today as Harry "The Fish Guy", also reflects on his past experience working with the legendary Ken Blanchard, author of the The One Minute Manager that has sold more than 13 millions copies world-wide. With the success of Fish!, school districts can now use the Fish For Schools Program to build a caring, productive school culture based on building positive relationships with all students. Learn more about the FISH! For Schools Program at www.fishphilosophy.com. Meet Harry Paul With a Ph.D. in experience, Harry has over 30 years of business experience including first-hand knowledge in running all aspects of a management training and consulting business including sales, distribution, product development and international operations. He has served as a senior vice president for The Ken Blanchard Companies, where he personally managed the speaking career of Dr. Kenneth Blanchard, co-author of The One Minute Manager. Harry is the co-author of seven business books including FISH! A Proven Way to Boost Morale and Improve Results. FISH! is one of the best-selling business books of all time. His books have been on the bestseller lists of The New York Times, Publisher’s Weekly, Business Week, USA Today, Amazon.com and The Wall Street Journal. His latest book is Who Kidnapped Excellence? His newest presentation is Creating A Culture of Excellence! Website: www.harrythefishguy.com. About Dr. Greg Goins As the Founder/Host of the Reimagine Schools Podcast, Dr. Greg Goins has emerged as one of the nation's leading voices on visionary leadership and the path to transforming our schools. He currently serves as the Director of the Educational Leadership Program at Georgetown College (KY) and previously spent 15 years as a school district superintendent in Illinois. Dr. Goins is a passionate keynote speaker and is available to speak at your next education conference or school PD day. To book Dr. Goins, please send inquiries to drgreggoins@gmail.com. Twitter: @DrGregGoins. Website: www.reimagineschools.net. Support The Reimagine Schools Podcast You can now help keep the conversation going by supporting the Reimagine Schools Podcast with a small monthly donation to help sustain future episodes. Thanks for your support! https://anchor.fm/greg-goins/support --- Support this podcast: https://anchor.fm/greg-goins/support

Betsey Johnson has been a fashion designer since the 1960s and her clothes are just as colorful and vivacious as the true stories in her new book, Betsey, A Memoir. From her courthouse wedding to the Velvet Underground's John Cale to years of eating nothing but Red Vines and almonds, she is the most free spirited, joyful, foul mouthed punk rock grandma the world did ever see. Betsey is teeming with creativity, but she has no interest in channeling it into cooking. A true creature of habit, she eats the same thing, day in and day out, and prefers to dine at a restaurant each night. She's been in the habit of eating salmon two meals a day, so host Rachel Belle checked in with the world famous Pike Place Fish Market, where they sell schools of salmon and famously throw fish to the delight of a pre-quarantined cheering crowd. Perhaps the most infamous intersection of fashion and food is the raw meat dress Lady Gaga wore to the 2010 MTV VMAs. The dress's creator, creative director Franc Fernandez, joins the show to share what cut of meat makes the best dress and how it was later preserved for eternity. Buy Betsey's memoir! Order sustainable fish with next day delivery from Pike Place Fish Market! Follow 'Your Last Meal' on Instagram and join the Quarantine Cooking Club, now in Week 5, where each weekend we all cook a dish inspired by the last meal of a past guest! Check out Rachel's IG to learn more. Last weekend we cooked Mexican food, the last meal of the podcast's most ridiculous guest, William Shatner.

Overlooking the Elliott Bay waterfront in Seattle, Washington sits one of the oldest continuously operating farmers' markets in the united states - the 112-year-old Pike Place Market, where small farmers, craftspeople and merchants hawk their wares. Pike Place boasts more than 10 million visitors annually. It's the 33rd most visited tourist attraction in the world, and for good reason. Here, you'll find fishmongers at the Pike Place Fish Market, the first Starbucks, a bronze cast piggy bank named Rachel that weighs 550 pounds, buskers of all sorts, and at the Market Theater, Seattle's longest-running improv, Unexpected Productions. It's here, on the walls outside the theater, where you'll find one of the weirder attractions in the world.Welcome to season two of the See America Podcast. This week: the famed Market Theater Gum Wall.

This week's guest is Ryan Reese, Co-owner of Seattle's Pike Place Fish Market. Pike Place Fish Market has become world famous for their amazing & sustainable seafood and is top of the list for Seattle visitors and tourist for their fun fish throwing routine. Ryan grew up in Seattle and went to Seattle public schools. He graduated from Eastern Washington University with a Business degree. Ryan got his start in the commercial real estate space. At that time it was the golden age, around 2001, and he did very well. He really enjoyed it while learning the ins and outs of business, making deals and connecting with people. He's always been pretty entrepreneurial.  Ryan has never been afraid of hard work. When he started at the fish market, it was completely out of his wheel house but it's been incredible for him. During our conversation we talk more about the fish market, running a business and how to lead people. If you take care of your people, they will take care of you. Learn more about Ryan, Pike Place Fish Market and all things entrepreneurial in this episode of the Sea-Town Podcast. Episode Highlights: Who is Ryan Reese? How Ryan ended up at the fish market Taking care of your employees Handling fresh fish The evolution of the fish market Shipping overnight Managing finances What Ryan would do differently if he could do it again Finding balance Pushing past fear Links & Resources: Pikeplacefish.com The Professor and the Madman Mercado.com Ways to Subscribe to The Sea-Town Podcast: “Like” the Sea-Town Podcast Facebook Page to stay up-to-date Subscribe on iTunes Subscribe on Google Play Subscribe on TuneIn Subscribe on Stitcher Help Us Spread the Word – Reviews Help a Ton! Thanks for joining us again this week. If you have any tips, suggestions, or comments about this episode, email me at ChristianH@Sea-TownPodcast.com. If you enjoyed this episode, please share it with a friend or use the social media buttons at the bottom of the post. Finally, please leave us a nice review on iTunes, as ratings and reviews are extremely helpful and greatly appreciated!

Inhalt Ein weltberühmtes Beispiel zu Führungskultur und Kommunikation mit den Mitarbeitern ist der Pike Place Fish Market in Seattle mit seinen fliegenden Fischen. Mit 4 Prinzipen wird hier aus einem langweiligen Job eine Unterhaltung. Und verkauft wird auch. Ihr Interviewpartner Mike Kirn, Fischverkäufer am Pike Place Fish Market in Seattle Homepage: https://www.pikeplacefish.com/ Interview geführt von Dr. Arno Langbehn Geschäftsführer von Behr’s. Hierzu gehören BEHR’S DIGITAL, der BEHR’S VERLAG und die BEHR’S AKADEMIE. Kontaktdaten Behr’s GmbH Averhoffstraße 10 22085 Hamburg Tel.: 040 – 227 00 80 E-Mail: a.langbehn@t-online.de   Weiter Informationen zum Thema dieser Folge In dem Onlinemodul in Behr’s Online „Aktuelle Meldungen und Warnungen" ((Link zum Produkt im Shop)) erhalten Sie hierfür stündlich aktualisiert die Nachrichten der wichtigsten Internetseiten zu Lebensmittelrecht, Qualitätssicherung sowie Schnellmeldungen und Verbrauchererwartungen. Wir freuen uns immer über ein Feedback. Schreiben Sie uns Ihre Meinung an podcast@behrs.de. Links Kostenfreie Informationen zu Hygiene und Recht BEHR’S…SHOP BEHR’S…AKADEMIE BEHR’S…ONLINE BEHR’S…e-Learning QM4FOOD HACCP-Portal Unsere Bitte: Wenn Ihnen diese Folge gefallen hat, hinterlassen Sie bitte eine 5-Sterne-Bewertung, ein Feedback auf iTunes und abonnieren diesen Podcast. Sie können diesen auch mit Ihren Freunden und Bekannten teilen. Hinterlassen Sie uns hier Ihre Bewertung Dadurch helfen Sie uns die Podcast immer weiter zu verbessern und Ihnen Inhalte zu liefern, die Sie sich wünschen.  

Crown Council Mentor of the Month: Joseph Michelli In addition to being a New York Times #1 bestselling author of books about world-class customer experience providers (e.g., Starbucks, The Ritz-Carlton Hotel Company, Zappos, and the Pike Place Fish Market), Joseph A. Michelli, Ph.D., is an internationally sought-after speaker and business consultant. Dr. Michelli has been recognized as a Certified Speaking Professional (CSP) by the National Speakers Association and as one of the Top 10 thought leaders in Customer Service by Global Gurus. Dr. Michelli transfers his knowledge of exceptional business practices through keynote presentations that explore ways to develop joyful and productive workplaces. In addition to his dynamic and entertaining international keynote presentations, Dr. Michelli provides: Consultation on the development of optimal customer and employee experiences Service excellence training Enhancement of staff empowerment Leadership team development services Group facilitation and team-building strategies Creation of customer and employee engagement measurement processes Customized management and frontline training programs  Additional complimentary resources and information about Dr. Michelli can be found at josephmichelli.com.

Joseph Michelli, PhD is known for observing and reporting on businesses that have developed great cultures of customer service and team work. His books include: Driven to Delight - Delivering World Class Customer Experience the Mercedes-Benz Way; Leading the Starbucks Way; The Zappos Experience; as well as books detailing Ritz Carlton, UCLA medical center, and the Pike Place Fish Market. Join us as Dr. Michelli details how they do it, and how you can have the same in your business.

On today’s show, Erin, Troy and Archana are talking Hot Plates, including Pop Pie Co.’s new ice cream shop landing next month in University Heights, a new ramen spot in Kearny Mesa, a long-awaited holiday event coming to Polite Provisions, and more. In the guest seat is Sam “The Cooking Guy” Zien, the former biotech-er turned cooking show host, cookbook author, Emmy winner, and founder of Not Not Tacos at the new Little Italy Food Hall. He talks about why a “Jewish white kid from Canada” can make the classic Mexcian dish, answers reader questions, and tells us about that time he and Troy were on a bomb-threatened plane. Today’s hot topic is about Seattle’s Pike Place Fish Market being sold to its own longtime employees. Discuss! We end with Two People/$50, including Queenstown Public House, Civico 1845, Born & Raised, and Masala Street La Jolla.

I’m 22 and sitting in one of many orientation sessions for my first full-time job out of college. The training instructor, a really nice guy who I’ll refer to as Marty, was having us watch a video about coming to work with a positive, can-do attitude. The video was about people who tossed fish for a living. And weirdly, it wasn’t the first time I’d seen it. I remember watching it in my high school English class when I was a freshman, too. In short, it’s about the hardworking people employed at the famous Pike Place Fish Market in Seattle. Their job is cold, wet, long, and not to mention, smelly. It’s also a job done in front of an audience, given the hundreds of tourists who pass through every day. There’s every reason that you’d have a less-than-stellar attitude about a fish-hauling job, but that’s the point of this video — they don’t. They’re all happy and cheerful, and they’ve created a fun spectacle of tossing fish from place to place as they work. The way they do their job has become part of the attraction of the market. Anyway, this training video is produced by some company that clearly wanted to create an experience for students, new hires, and anyone else who might need an inspiring lesson about their attitude. So at the end, everyone gets a plush stuffed fish to remind them of the moral of the story. As Marty handed us our fish (this would be my second stuffed fish, though who knows where the high school fish ended up), he said: “I keep my fish on my desk at all times, to remind me that you can always choose to be positive and happy at work!” Bless Marty’s heart. He was (and I’m sure continues to be) such a sweet guy. But let’s be honest … that damned fish wasn’t going to convince me to be happy in this new job. What I’d started to fear during my orientation, and what became clear very quickly once I started my new job, was that I wasn’t like everyone else. I didn’t like my job, and I never did. From day one I was unengaged and faking all of my energy and enthusiasm. And the thought I kept thinking was this: “Is there something wrong with ME? Or is there something wrong with this job?” It took me YEARS to figure out why I wasn’t happy at that job (or any job that came after). And now, I want to share with you what I wish Marty would have known during my orientation all those years ago. GET $50 OFF THE PASSION PROFILE SHORT COURSE THIS WEEK! Between now and Tuesday, June 26th, we’re offering the PPSC for $199 instead of the usual $249. Use code JUNE during checkout for $50 off!   Need more details? Check out the full PPSC page to see whether this is right for you.    Remember, you have until June 26th to take advantage of this special price. After that, the course goes back to its normal rate.    We hope to see some of you in there! FREE WORKSHOP ON 6/22/18 Are you kind of tired of yourself? There’s a certain kind of annoyed you can only get when you’re fed up with yourself—for being stuck, for not having figured out what to do to move forward, and for being afraid of taking risks. But at the same time, how are you supposed to get unstuck when you don’t know HOW? You’re caught between a rock and a hard place. We feel you, and we’re doing a FREE online workshop on Friday, June 22nd 1pm EST especially for you: 3 ways to get unstuck (in your career & life) in record time. Think of us expert mechanics—we’ve seen almost every problem there is to see, and we’ve learned a lot about fixing them ALL over the years. We’ve also got our hands on the kind of tools and fuel you haven’t had access to yet. If you can’t make it to this workshop live, that’s OK! Anyone who registers will be sent a replay afterwards. See you there! LINKS Sign up for the PPSC and redeem your $50 code JUNE Register for the free workshop on 6/22/18 Read the written version of this blog and leave comments here Submit a question for the next episode of Dear Krachel, our monthly podcast advice column Take the Passion Profile Quiz

Yep, there still is the legendary sign saying, "Caution: Low Flying Fish“ at a world famous boot at the Pike Place Fish Market in Seattle, Washington. The fish guys inspired what has become the renowned FiSH! Philosophy. Although developed already 15 years ago by John Christensen, it is more relevant than ever. It´s centered around the following four ideas: choosing one’s attitude, playing at work, make someone’s day, and being present. It is commonly used to improve what is referred to as the "culture" of an organization. Find out all you need to know about FiSH in this highly engaging podcast of Leadership XXL.

Larry Ransom is founder and president of The Synergy Network and Brain on Future. He earned his master’s degree in applied behavioral science from Bastyr University. Larry worked for over 10 years with Jim Bergquist, founder, and president of bizFuture’s Consulting Company, coaches to the world-famous Pike Place Fish Market. Larry has worked with numerous Fortune 500 companies, including Microsoft, Starbucks, Hallmark, and more, providing his expertise as a trainer and coach in building high-performance cultures and teams. His clients also include a number of high-profile individuals such as a Platinum Recording Artist, an Emmy Award Winning Director, and a National Best Selling Author. Larry’s passion is to empower individuals to take responsibility for their passionate purpose and creativity, so they can produce results beyond what they might normally imagine. Larry believes in the concept of ownership mindset where each team member not only takes ownership for his/her individual role within the team but also takes ownership of the overall success of the organization. Once team members have been given the tools and strategies to tap into their power and passion, Larry gives them the opportunity to invest and commit themselves as a member of the team and to take a stand for the overall objectives and vision of the organization. Larry’s focus is to produce results you can measure. Larry’s technology for aligning, engaging and inspiring your team equates to results that you can see. What you’ll learn about in this episode: Why you need to get really clear on your “why” Why you need to build your business on purpose, vision, and values What Larry learned from his three most influential mentors Why you absolutely need a coach to learn and grow to your highest potential Why you need to look at failure as an opportunity to grow What will happen when you ask your clients “what’s missing?” The five key elements to building a high-performance team Why your business is an expression of who you’re being What Larry does with Brain on Future Ways to contact Larry: Website: www.brainonfuture.com

Joseph Michelli is an Internationally sought after Speaker, Author and Organizational Consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on the total customer experience. His insights encourage leaders and front line workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Neilsen Book Scan and New York Times number 1 bestselling author. His latest book is Driven to Delight: Delivering World- Class Customer Experience the Mercedes-Benz Way, some of his other titles include Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People, The Zappos Experience: 5 Principles to Inspire, Engage, and WOW, Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary and The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company, as well as When Fish Fly: Lessons for Creating a Vital and Energized Workplace from the World Famous Pike Place Fish Market. Joseph holds a certified speaking professional designation from The National Speakers Association and is a member of The Authors Guild; he received his Masters and Doctorate from the University of Southern California and he has won the Asian Brand Excellence Award as an Editorial Board Member for The Beryl Institute Patient Experience Journal (PXJ) and is on the Founder’s Council of Customer Experience One, he is also named one of the top 10 Thought Leaders in Customer Service by global gurus.   Question Tell us a little bit about yourself and your journey Could you share with us from one of your favorite books, what are these 5 principles that seem to be a constant in most of the books that you’ve authored? What are some of the limitations that leaders may face? Do you think they are more internal or external? Why is it that leadership seems to be a big challenge for a lot of organizations, why are they not getting it right? How do you think a business owner or a leader should approach service recovery? What are some important considerations that you would recommend to a business owner they take into account moving into the online space in order to be successful? How do you stay motivated every day? What is the one online resource, website, tool or app that you absolutely cannot live without in your business? What are some of the books that have had the biggest impact on you? What is one thing in your life right now that you are really excited about – something that you are working on to develop yourself or people? If you were sitting across the table from another business owner and they said to you that they feel they have great products and services but they lack the constantly motivated human capital, what’s the one piece of advice would you give them to have a successful business? Where can our listeners find your information online? What is one quote or saying that you live by or that inspires you in times of adversity?   Highlights Joseph Michelli shared that he has been in this business of customer service which has transformed into customer experience enhancement for so long that he has had many great mentors and guides along the way and if anything, he has been excited to see how many people have started to appreciate that it’s not just the products they have that makes a difference in the market place but it’s really the way those products to marketing, he thinks that changes in the global economy have cost us all to realize that you can get a lot of very similar products very easily today but the service dimension is something that very few have mastered and it is a differentiator. Joseph stated that it starts with leadership, entrepreneur, a small business owner, a large company, having a leader who has the vision to realize that people are the most important aspect of business, that all business are personal, that you have to understand the wants, needs and desires of people in order to create, innovate and to deliver in ways to meet their wants, needs and desires. It’s an overarching commitment to utilizing both technology and the human capital within your organization to create memorable or crave able experience that people will talk about on social media. He thinks that there are dimensions of driving culture, a culture of service excellence as well as operational excellence, getting it right and making it right and obsessing about that and most of these brands are on a journey to decrease the amount of effort that customers have involved in getting their needs met, currently there are all these making sure and understanding that this is a long game, that this is about lasting significance not just short term sales or profitability for the next quarter, it’s really about understanding relationships and multi generations of consumers who are going to support your brand. Joseph shared that he thinks they see excellence within silos, they build organizations that have silos and they are not looking at the journey of the customer across the organization, so instead of looking down from the top of an organization and seeing your marketing silo and your sales silo and seeing your after sale silo, your customers look from a horizontal vantage point and they see the brand and they see it when they encounter it inconsideration of a product, they see it when they walk into a store or when they attempt to purchase something from the online store front, they see it when they make a return, they are seeing the same brand in a horizontal walk. Unfortunately, a lot of organizations reward people for success in each of the verticals silos as they look down on it from the top, so a lot of this gets to helping organizations create opportunities of handing the customer from one point of the journey to the next part of the journey seamlessly instead of just celebrating success within a silo. Yanique shared that she found that the companies that really understand their journey also recognize that things are not going to go smooth all the time so service recovery is so important. Joseph stated that it’s one of the greatest differentiators, everybody do a good job until they get your money, as soon as they get your money, they treat you differently, some take you for granted and never speak to you again or when it’s time for renewal, try to get you constantly to buy something from them. Those who after the sale respond very ably to the consumer, the better, the first formal part of this is understanding that service recovery is an investment in future marketing so rather than seeing it as a lost leader, it is a part of your advertising strategy and saves you money from having to advertise and recover customers who are soiling or contaminating the market place with their negative reactions to your poor recovery. It’s a mind shift on what recovery is, it’s a fundamental opportunity to decrease future marketing costs and actually leverage that which is so valuable the customer you’ve already acquired in having them be a repeat purchaser, it is so much easier to get them to buy a second time than to get somebody to buy the first time and the cost associated with retaining a customer is so much less even if you have to invest money in a recovery moment than it would be to try to require a replacement customer. Joseph stated that it is simple as Starbucks has a promise that, “If you don’t like your drink, we will replace it for you no questions asked.” Joseph gave an example, he stated that there was a prankster, a person who pranks corporate America, so he bought a Starbucks drink, he brought it home, it was a milk based drink, he put it in his garage, he left it there for a week and a half, he brought it back extremely rancid inside of a plastic bag and he brought it into a Starbucks and handed it to the Barista and saying, “Look, this drink does not meet my satisfaction.” They have been trained so well by this brand simply said, “Let me take this take this to our back dumpster and in the mean time, what drink might I prepare for you that you might like today?” It was that simple, many people would say, “come on, obviously this is not a freshly made drink that we are in any obligation to replace” In truth, this prankster went on to write a blog about the fact that he had hoped that they would fail their recovery promise and they did not do so and he was the one who got pranked and that advertising and that promotion and the fact that he’s telling the story today has far more value to the brand than the $4.00 they would have saved had they argued with the customer in suggesting that he was not entitled to the recovery. Yanique stated that she lives in Jamaica and most of the stores already have a sign on the door that says, “No exchanges, no refunds” so you as a customer, once you enter or start to browse that store, you know, “If I purchase this, clearly it’s a final purchase, if I have an issue with it, I can’t take it back.” It’s truly amazing to know that the promise is that they are going to replace it for you no questions asked, that takes real guts, real courage. Joseph stated that there will be those who abuse it and this would have been a case of abuse, clearly it went well beyond the perimeters but most people will not. There is a speaker in the USA who at the beginning of every presentation hands out a bowl of quarters and he says, “Please take all the quarters” and no one has taken all the quarters in any audience that he has ever put that out to and the message largely is, most people will self regulate, most people are business owners, most people have a sense of fairness, there will be those who abuse it but assuming the entire population is out to get you creates an animosity between yourself and the customer that’s hard to recover from and as a world traveler, he has been to countries in the Caribbean that are open and warm and he has been to ones that are locked down and he knows which ones he doesn’t want to go back to. Joseph stated that online is a very self service oriented deliverable, it’s a lot about speed, and it’s a lot about convenience so you clearly should maximize those dimensions. The more speedy and more automated this becomes, the more you need people around in case something goes wrong because he become lulled into the sense that everything is perfect and so if you’re going to have online, you also need to have some level of Call Centre or human response that can deal with any break downs that happens in the automated space and so you have to be very mindful that you’re going to move in and out of brick and mortar, in and out of call centre, in and out of online app deliverable and so it really is a multi channel mindset that you have to start thinking about and the customer can start in one spot, jump to the next and needs to be able to jump back to the next. If you go purely online and it’s difficult to get people to solve a problem or answer a question that you can’t get answered on a frequently answered questions page online then you end up with a lesser experience and you may end up churning customers so doing online development means you also have some talented human capital that bolts into this multi channel journey. Speed and Convenience for todays customer - Joseph stated that we have to maximize the speed at every turn and we do have to manage customer expectations because there are certain expectations that have gotten ahead of customers and in order to have everything that fast you also give up some tradeoffs on artisanship and quality so it is an educational on tradeoffs that with speed comes some compromises and we are willing to make them in these regards because we know what’s best and in delivery of this particular product you know you need speed, we know you need speed, we are working to maximize that but you also need quality and if you compromise and buy something very hastily crafted in order to meet the speed, it probably won’t last long, so it’s baiting what is value and speed is a part of the value equation but there are other dimensions that you have to education. Sometimes we can do things while they are waiting for those 5 days for a product, we can educate them, and we can stay in relationship with them. The art of Disney if you go to Walt Disney World, you are in massive lines, it is not speedy at all to go through the experience but they often distract you, entertain you, transform you with other things happening while you’re in line and he thinks that’s the art sometimes, how else can they add value, “The product will be there in 5 days but in the mean time I want to give you 5 days of information about how maximize the use of your product as soon as it arrives so there isn’t such a learning curve.” So maybe there is a not speed to delivery but there’s a speed to use because he has done something in that delivery time that adds value. Beta Brand – company that did not have a product but they provided their prospects with entertaining stories. Joseph stated that that particular journey with the owner was a co authored book with Johnny Yokoyama who created Pike Place Fish Market, he had the good fortune of working with him and he’s inspirational to him. He stated that Yanique and himself shared many of the same journeys, they go in and help leaders create better experiences to drive loyalty and engagement of their people and of their customers and that’s just a life giving journey that he’s on, to deal with the Johnny Yokoyama’s, to deal with the CEO’s of these corporations to help them lead these initiatives, to watch small business owners change the way they treat their people and the way their people treat the customers, it is so life giving that it’s easy to do what he does in life and because of that, it’s easy for him to stay motivated. Joseph shared that he is on the road all the time so most of the airline apps and almost all the hotel apps have incredible value to him. This morning he walked to his local Starbucks and he used his mobile order app, he was able to have enough time to sit down and enjoy his coffee because the coffee was waiting for him. Anything that makes his life easier is something he tends to continues to give real estate to his phone, otherwise he downloads a lot of apps and then they are gone 72 hours because he doesn’t use them, they look good but they don’t’ give his life ease or pleasure. Joseph shared that the book that has had the biggest impact is Man’s Search for Meaning By Viktor E. Frankl, it is the message of a Psychiatrist who survived the concentration camps in World War II, the beauty for him is that he inspires him to realize how great he can be and his classic section is where he’s talking about people who are near starvation, who gave up the food they have, a small portion of that to someone else who are worst and Frankl says, “there are not many people who did that but the fact that we can is inspiring to all of us” and that’s how he looks at the world, we can all serve better, we can all do more to be in service to one another and that’s the kind of books he tends to like to read. Joseph stated that right now they trying to figure out to create product, he thinks he is at a point in his career where he has written enough books, he has done enough consulting and he has been on the road a lot, so he is trying to figure out how to monetize and create a platform of training courses and things that keep him from having to go on planes so in 10 or 15 years he can spend more time with in the islands enjoying life while still creating value as best he can.   Joseph stated that it starts with you, we can identify the generation Y and Z and the millennials, reality says, “If you’re not a hundred percent in every single day, why should anyone else in your organization be, you are the owner, you are the leader, you set the standard, what shows up in your business is probably in part a reflection of who you are.” It is harder today to find motivated people so it takes more discipline to select, you should be looking for them everywhere you find them, you should be offering them an opportunity to consider employment with you, stealing the best from the rest but ultimately it is how do you show up every day because that will show up in the life of the customer.   Joseph shared listeners can find him at – www.josephmichelli.com Joseph Michelli Twitter Joseph Michelli Facebook Joseph Michelli LinkedIn   Joseph stated that Peter Drucker once said, “We are not in business to create a profit, we are in business to create a customer, it is through customers that profits come.” So for him, Joseph is less worried about whether or no they are going to be profitable, he’s more worried about customers and if he takes care customers, the profits will follow.   Links Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way by Joseph A. Michelli Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People by Joseph A. Michelli The Zappos Experience: 5 Principles to Inspire, Engage, and WOW by Joseph A. Michelli Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System by Joseph A. Michelli The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary by Joseph A. Michelli The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company by Joseph A. Michelli When Fish Fly: Lessons for Creating a Vital and Energized Workplace from the World Famous Pike Place Fish Market by Joseph A. Michelli and John Yokoyama Man’s Search for Meaning by Viktor E. Frankl

Joseph Pine is an internationally acclaimed author, speaker and management advisor. Joseph has spoken at the World Economic Forum in Davos, Switzerland, at Ted in California and today is a Lecturer in Columbia University’s Technology Management Programme. He is not an academic, however, having worked for IBM for 13 years, Joseph specializes in helping people see the world of business differently through his many ground breaking books beginning with the award winning, Mass Customization: The New Frontier In Business Competition, including Authenticity: What Consumers Really Want and most recently, Infinite Possibility: Creating Customer Value on the Digital Frontier. He is most popularly well known for his bestselling book, The Experience Economy: Work Is Theater & Every Business a Stage which was recently name one of the 100 best business books of all time by 800-CEO-Read.   Questions What is your Zodiac Sign? Tell us a little bit about yourself and your journey In terms of the book which says Authenticity: What Consumers Really Want, can you expound on that a little? If we are in the experience economy and we are on a stage, how do we find out what is our true character or is our character based on the persons we interact with? What are some important considerations for an entrepreneur or an online business owner you to be successful? In a government institution where they move slow, the employees seems like they don’t want to be at work, how can that be translated into a way that as a government, your citizens of the country are running to pay their taxes because the service experience is amazing and is there an economy that exist like that? What is the one online resource, website, tool or app that you absolutely cannot live without in your business? How do you stay motivated every day? What are some of the books that have had the biggest impact on you? If you were sitting across the table from another business owner and they said to you that they feel they have great products and services but they lack the constantly motivated human capital, what’s the one piece of advice would you give them to have a successful business, specifically as it relates to constantly motivated human capital? What is one thing in your life right now that you are really excited about – something that you are working on to develop yourself or people? Where can our listeners find your information online? What is one quote or saying that you live by or that inspires you in times of adversity?   Highlights Joseph that his Zodiac Sign is a Libra if he remembers right on the cusp of Scorpio.   Yanique stated that one interesting fact about a Libran is that they are very free spirited and asked Joe if that’s a true characteristic of his personality and Joe disagreed and shared he believes he’s free spirited in being creative and innovative. Joseph stated being free spirited is not a true characteristic of his personality, he is however sort of buttoned up and introvert and a free spirit is very much of extroverts, so he would not say that describes him. If you think of characteristics of a free spirit is being creative and being able to think of new things and do things differently and that part he would ascribe to. He feels like his purpose in life is to figure out what’s going on in the world of business and then to develop frame works that first describe what’s going on and then prescribe what companies can do about it. Joseph shared that his birthday is October 22. Joseph stated that he was very much into computers very early in Elementary School and so he got an Applied Mathematics Degree; he joined IBM and worked there for 13 years. He started off in a very technical job and moved up into management and into a special project he did for a computer system called the AS/400, was to help run a group that helped customers bring customers in the business development process of the system and he discovered at that time that every customer was unique that they want to use the system in different ways and put together different hardware, different data, different software, just unique. He moved into strategic planning and that sent him on a discovery of how they would resolve that issue, how they could design systems for the uniqueness that he saw and that led him to the book “Future Perfect” by Stanley Davies it came out in 1987. In it he had a chapter on Mass Customization and when he read that chapter, it was like the heavens opened up and the angels sang, it explained everything that he saw going on and when IBM sent him to MIT for a year to get his Master’s Degree in Management of Technology, he decided that he was going to study that topic the whole, he was going do his thesis on mass customization and then he was going to turn his thesis into a book and that’s what he did. The book came out in 1993 and really defines that fact that we can give every customer exactly what they want but do it at a price they are willing to pay, so you have coequal imperatives of both mass and customization, the individual customized plus low cost efficient operations. He worked on that and he left IBM in late 1993 to see if he could do it on his own, 23 years later his wife is still not sure if it’s going to work out but so far so good. Early on he discovered that if you customize it good, you automatically turn it into a service and if you customize a service, you automatically turn it into an experience and if you design a service that is so appropriate for a particular person exactly the service that they need at this moment in time then you can’t help but make them go “wow” and turn it into a memorable event and that is an experience. That lead him to discover the experience of the economy, where they would have an economy based off of experiences where goods and services would no longer be enough and companies would need to do is to stages experiences for their customers, and so he took on Jim Gilemore as a partner in 1996, they started to develop ideas together and that resulted in their book The Experience Economy: Work Is Theater & Every Business a Stage in 1999 and that really laid it out and that set the stage for the entire movement towards customer experience and operation towards user experience and towards experience marketing and marketing all of that is fundamentally based on the fact that they are shifting into an economy where experiences have today become a predominant economic offering. When they first wrote the book in 1999, they talked about the nascent experience economy, the coming experience economy, they came out with an updated edition a few years ago and they changed all that language saying “no it’s here, it’s now, we are in worldwide, we are in an experienced economy” that’s what consumers are looking for. Since that time, they also discovered that in a world of paid for experiences people often question what is real and what is not and increasingly they don’t want the fake from the phony, they want the real from the genuine, and so they came out with the book in 2007 called Authenticity: What Consumers Really Want, the new consumer sensibility describing how companies can get customers to perceive their offerings and by extension their places in their company as authentic. In 2011, he also came out with a book called Infinite Possibility: Creating Customer Value on the Digital Frontier, so that goes originally to his technology background, looking at how digital technology is being used in experiences and recognizing that what it is about is fusing the real and the virtual and that’s what that book’s about. Joseph also mentioned that his partner Jim Gilemore has come out with a new book called “Look” about the observational skill, it’s a great book on how you can bring different kinds of observational skills into your personal practice and into your company.   Yanique commented that she recently read a study done by New Voice Era that said “up to $62 Billion a year is being lost by companies collectively on a global scale because of poor service.” She stated that assuming that the service is based on the experience they have had, so it’s no longer the price or sometimes the quality of the product, they will work with you if you are willing to make certain amends but how they manage that whole experience with the customer really depends on whether or not they stay with you. Joseph agreed and stated that it is important to recognize that each of the offerings he’s talking about is distinct economic offerings. You grow an economy based off commodities, the things you pull out of the ground or raise in the ground, animal, mineral, vegetable and then we shifted in the industrial revolution hundreds of years ago into an industrial economy where goods, physical things became the predominant economic offering and in the latter part of the 21st century, we shifted into a service economy and that’s where quality became job one, that’s where services became important and the research that Yanique points to is about services which are the intangible activities that you perform on behalf of an individual and that’s why mass customizing a good turns it into a service because you’re doing it for an individual not inventorying it, doing it on demand. Now what we are shifting into is an experience based off experiences. Experiences are in fact a distinct economic offering as distinct from services and services from goods, they use goods as a prop and services as the stage to engage each and every person and by creating a memory which is the hallmark of the experience. It’s important to differentiate that, you don’t want to talk about the service experience and they are distinct things. You can have a service; you can surround that with an experience and the term you are using “Customer Experience” it’s important to understand what that should mean. Most people use the term they mean “let’s make it things nice and easy and convenient” and all of those are good characteristics but they are service characteristics, you’ve got to go beyond nice and easy and convenient if you want to create a true distinctive experience.   Yanique stated that in terms of the book Authenticity: What Consumers Really Want, she stated that she does a lot of customer service training and the why how the mind processes things and that’s based off what she hears from the participant. When you say to them, you have to pretend like you are on stage that contradicts the whole authenticity approach. They should come to work and pretend but at the same time you want them authentic, be true to who they are and be true to the quality and culture the company stands for.   Joseph stated that it’s a very common misconception of acting is that it is fake, that it is pretend, that’s not what real acting is about. You can have people that pretend when they are acting. The book they talk about the real fake makers and basically defines that people can perceive your offering as real – real or fake – fake but also as real – fake or fake – real and acting can be any one of those four as well, so a lot of people that are fake acting which really is pretending. His favorite example is Pike Place Fish Market in Seattle, Fish Market You Tube Video he was just there leading an Experience Expedition with clients 2 months ago. Pike Place Fish Market is a fish market, it is moralizing the fish video, and the most best selling business video of all time and what they do is getting fish out of the sea and putting it on ice in an open market so they are commodity traders but how they sell that fish is with wonderful theatre, they have these different routines to engage guests, often 20 to 40 people around the fish market waiting for someone to buy because that’s when they have their signature moment, when you order a fish, they shout of the order like “7 flying to Minnesota” and all the others shout back “7 flying to Minnesota” and then they throw that salmon across the counter, 15 to 20 feet where somebody catches it and wraps it up for you and people love seeing that happen. These people understand that they are on stage, they understand that they are acting but they are very real, they go home smelling like fish, so the fish video goes through 4 different principles, they are all acting techniques. They talk about play, the notion that you are on stage, you are there to have fun and give a great experience for the audience. They talk about “be there” which is a standard acting technique that you need to be there in the moment, you need to forget about everything else and focus on the task at hand and that’s what actors have to do. The other is chose your attitude, acting is fundamentally about making choices, about choosing what parts of yourself to reveal to those in front of you, we all know we act differently in front of our boss than we do our subordinates, we know we act differently in front of our friends than we do strangers, in front of our parents then we do our children, it’s not that we are being fake or phony, it’s just choosing what part of ourselves to reveal and that’s what real-real acting is. Joseph Pine stated that in general and this relates to authenticity which is you have to true to yourself is one of the 2 key standards of authenticity that create that real -fake matrix and the other is you have to be who you say you are. The character must come from within; the character that you are and that you bring that to life. Another great example of acting is the diner in Chicago called Ed Debevic’s, it’s very famous and it’s shut down for the moment. It’s a normal corner diner, it’s not a high end place, he and his partner Jim Gilemore went there once for lunch and the guy at the front who met them had a nametag that says “Smiley”. So smiley was his character, not sure if it was his real nick name or a character he subsumed but that was a guy that can be smiley and he was smiley. He met them with a big smile and he asked how many people was in their party and he picked out menus and he proceeded to walk them through the restaurant and every once in awhile he would stop and one time he stopped at a table and asked them how they were doing and they would cooled their heels behind him he interact with another customer, at one point he started to talk around the table, up the chairs, up the tables, back down the other side and they kept following him until he finally delivered them to their table right at the front of the restaurant. It’s a wonderful, engaging theatre and it is that character that he created call Smiley. Speaking of phone interactions, one of the companies that is famous for great customer service that he thinks rises to the level of an experience in Zappos in Las Vegas, where they sell shoes on line and they are famous for their call centres where people would call in. Joseph met their Chief Culture Officer, Jon Wolske and he came up from being a phone representative himself, contact centre employee and he said that what he would do as he played in a rock band when he was younger, he would take on that rock band persona, he had things around his cubicle that talks about being a rock star, whenever he gets a call, he would look at that image that says “you are a rock star” and that would be the character that he played but that was a character that was a part of himself, he wasn’t trying to be something that he’s not. Yanique stated that she is a big fan of the movie “the Fast and the Furious” and Vin Diesel has a very jovial personality and she has been watching him offline in some of his snaps he puts up on Snapchat as well as Instagram and even on Facebook and he seems like a very relaxed, easy going and jovial person but he doesn’t play those characters in “the Fast and the Furious” he’s serious and person in the family who doesn’t smile too much. She said that is very interesting that if you get a role that epitomize your true character, it makes it that much easier and more believable for people to connect with you.   Joseph shared that for online entrepreneurs, the key thing to understand is what business are you really in. So understand if you want to be in the goods/ services business or truly in the experience business and then you need to think about how do you create that experience. The number 1 thing is time, like Zappos said. Most companies with their contact centres, they measure how little time customers spend with their representatives. They want them off the phone very quickly, they think it’s costing them money, at Zappos, they don’t measure that. In fact, everyday they celebrate which customer representative got to spend the most time with a an actual, living, breathing customer and it’s usually in the hours and that doesn’t bother them a bit, they don’t think about the dollar signs clicking off about cost, they recognize that they are doing the right job for the customer and that customer is going to be one of their raving fans, they are going to tell other people about it, they are going to come back again because they gave that great experience over the phone and so that can be done online, that can be done in a small business, it’s again recognizing what is your stage, what is the theatre that you are going to put on there. Joseph Pine II shared that an economy like that exists few and far between because being a government employees have so many differences than normal employees, you don’t have the profit motive that causes you to want to do a good job, you don’t have the fear of losing a job or the business if you’re not doing it well, the people you are interacting with aren’t “customers” cause they are not paying you, the government is and so all those things make it incrediblly hard for government employees to really do a great job. Every once in awhile you get what’s call a natural, you get someone who is just naturally vivacious or outgoing or having a service attitude that does want to do a great job and will turn into a great experience interacting with them but for a government entity to do that, that’s very few and far between. Joseph stated that the one that always come to mind is that he and his partner Jim gives out is “An Experience Stager of the Year Award” every year at their annual Think About event. It was be their 19th year September 21st and 22nd in New Orleans. One time they gave the award to a government entity and that was the Cerritos Public Library in Cerritos, California outside of Los Angeles. The Head Librarian Wayne Pearson, he got tired of people telling him that the internet was going to commoditize his business, people were saying “why are going to libraries in the future when you get over the internet every book that’s ever been published, every paper that has ever been written, every thought that has ever been thunk.” He wanted to create this reason for existence for libraries, so he created what he calls “World’s First Experience Library” Cerritos Public Library - Best Library Experience Video and architecturally it ‘s very distinct, it’s the first use of titanium in any architectural structure in the United States of America when it was built in 2002 and they have a basic theme, every great experience needs to have a theme it doesn’t have to be in your face like the Cerritos Public Library, doesn’t have to be fantasy like Disney, it’s simple “The Organizing Principle for the Experience” and the theme for the Cerritos Public Library is “Journey Through Time” that a visit to the library ought to be a journey through time, so they have different areas in the library that are themed after different points in time, a classic period, a modern period, an ordeca period and they have rituals based off of that like when it’s time to close the library, everybody starts to put away their books and gather up their stuff and they go down to the main lobby where this huge screen and every night at closing time they play the scene from the movie, The Sound of Music where the kids are singing, they all sing along and by time the last kid sings good bye, the library is closed and they go again another day. The town has over 3,500 of them are in the library every day. This is a government entity that understands that it’s in the experience business and that comes directly from Wayne Pearson and it’s continued on to this day. Joseph shared that the one online tool that he couldn’t live without would be Google because he is constantly doing research, he is constantly trying to figure out what’s going on in the world, looking for new examples, seeing what people are doing and that always gives him new ideas which eventually lead to new frame works. Often his Google goes into Wikipedia to be able to research something in deep but he also has Google alert so anybody that’s in the praising experience economy or mass customization or authenticity business context and also chief experience officer, he’s a big promoter of the fact that companies should hire chief experience officers to lead their offerings and turn them into a true distinctive experiences. He is also on Twitter and he learns a ton just seeing what’s going on, a lot of example through that and connecting with people, he has gotten a lot of business through that. Joseph shared that the biggest thing is to see the effect that they are having in the world. Sometimes it’s very direct in consulting with an organization, he helping them to create an experience plan for example. You can go and visit them when it’s fully implemented and you see the difference that you make and other cases when he’s giving a speech somewhere and you see the light bulbs go on in people’s head and they come up to you after and say “wow this really makes sense” and they talk about how they are going to make a difference in the world. One of the things they have is an Experience Economy Expert Certification Course, 4 and half day of emerging in the experience, publicly every year in August in the United States of America, privately in house around the world and they have over 200 certified experts and they see the difference they are making and sometimes they are the owner of the business so you see what they are doing differently, sometimes they are internal consultants helping the business and sometimes they are consultants to other clients and you see what a difference they are making there. On Twitter, he has people talking about what a difference his book makes, he may not be having any interaction but his books are out there, the ideas are out there and people are taking them on, he doesn’t hear of everyone that does but people are bracing the ideas and making a difference in their business which allows them to hire more people, which creates more jobs, which moves the economy on. So the fact that he knows that he is making a difference in the world is highly motivating. Joseph shared some of the books and first one is “Future Perfect” by Stanley Davis it was written in 1987 and one chapter that inspire mass customization his book Infinite Possibility: Creating Customer Values on the Digital Frontier was actually inspired by another chapter in Future Perfect. Another great book that had a tremendous effect on him is “The One to One Future” by Don Peppers and Martha Rogers and that book came out in 1993 and he read it and said “wow, this is talking about in marketing, what I was talking about in operations” if you could mass customize then you could also have a one to one dialogue with individual customers, what could you create. When he was done reading the book, he discovered that Don lived 2 towns over from him in Connecticut at the time. He then called him up, got together and they figured out what that would do is create a learning relationship with customers that would grow and deepen overtime and allows you to lock them in because you always knew more about them than anybody else and you see that come into fruition today with all the companies using AI today to predict what people want. Another great book is “Computers as Theatre” by Brenda Laurel and it really make the case that you need to think about computers not as a tool but as a medium for a stage. He learned a lot about theatre and dramatic structure from reading her book, it’s a great book and he had his class at Columbia University read a portion of it. Joseph shared that understanding that work is theatre and so what you need to do is to come up with that play/drama that you want to create, that’s what your strategy is about, what is your drama that you want to create in the world. And then you need to direct your workers to action, give them roles to play and help them characterize those roles and give them the where it all to be able to perform them, actors rehearse, give them backstage time and then you need to create an employee experience that is as good as the experience you create for customers, so they have the where it all to perform your drama on your business stage. Joseph shared that he doesn’t have people; their business they call “2 Gurus and a Marketer” Jim Gilmore and their partner Doug Parker. They had a partner meeting and came up with some things that they are excited about. One of them is that they are working with some companies to create some videos, to be able to take their ideas and bring them out there further than they can reach with their speeches and consulting and their books. They are working with a company that brings custom learning to individual people in businesses wherever they are and so they are going to work with them to create new modules that they can then help people in their jobs, frontline personnel create that great, wow experience for their customers, so over the next 6 months they are going to do that, increasing the reach to make more of a difference, helping many more people embrace The Experience Economy. Joseph stated that listeners can find him on: www.strategichorizons.comJoseph Pine Twitter Joseph stated that there is a famous quote by Margaret Mead “Never doubt that a small group of thoughtful, committed citizens can change the world; indeed, it’s the only thing that ever has.”   Links “Mass Customization: The New Frontier in Business Competition” by B. Joseph Pine “Authenticity: What Consumers Really Want” by B. Joseph Pine and James H. Gilmore “Infinite Possibilities: Creating Customer Value on the Digital Frontier” by B. Joseph Pine, Kim C. Korn and James H. Gilmore “The Experience Economy: Work Is Theater & Every Business a Stage” by B. Joseph Pine and James H. Gilmore “Future Perfect” by Stanley M. Davis “The One to One Future” by Don Peppers and Martha Rogers “Computers as Theatre” by Brenda Laurel  

Auf den berühmtesten Fischmärkten der Welt in Hamburg und auf dem Pike Place Fish Market in Seattle (USA) hat sich Dr. Hein Hansen intensiv mit der überdurchschnittlich hohen Motivation von Fischverkäufern auseinandergesetzt. Er transferiert dieses Know-How spielerisch und nachhaltig in alle wesentlichen Unternehmensbereiche, indem er seine Erfahrung mit der FISCH!-Philosophie  reflektiert und für Sie und Ihre Mitarbeiter […]

Ready for some fish and tips? Tune in to this week's show with Anders Miller, one of the Pike Place Fish guys. Anyone for grunts and grits? Discover some great recipes from their cookbook, In the Kitchen with the Pike Place Fish Guys http://www.pikeplacefish.com What are your favorite seafood recipes?… Read more about this episode...

Ready for some fish and tips? Tune in to this week’s show with Anders Miller, one of the Pike Place Fish guys. Anyone for grunts and grits? Discover some great recipes from their cookbook, In the Kitchen with the Pike Place Fish Guys http://www.pikeplacefish.com What are your favorite seafood recipes? … Read more about this episode...

Joseph has a passion for helping people be of greater service to one another. Using his doctorate in systems psychology and years of consulting on service experience design, he draws out key lessons from Zappos and provides them to you in an easily usable format. He is also the author of a series of bestselling books profiling “world class” experience businesses like Starbucks, The Ritz-Carlton Hotel Company, Pike Place Fish Market and UCLA Health System.

Joseph has a passion for helping people be of greater service to one another. Using his doctorate in systems psychology and years of consulting on service experience design, he draws out key lessons from Zappos and provides them to you in an easily usable format. He is also the author of a series of bestselling books profiling “world class” experience businesses like Starbucks, The Ritz-Carlton Hotel Company, Pike Place Fish Market and UCLA Health System.

Harry Paul, co-author of six books - including the best-selling FISH! series - is our special guest on today's edition of the Better Life, Better Business podcast, and he talks with Shawn Ellis about lessons learned from the Pike Place Fish Market and how to create a workplace where everyone chooses to bring energy, passion, and [...]Read online at Harry Paul reveals the ONE word that can boost morale and results - and more tips to help you create a more fun (and more effective) workplace.

Samuel Marcelino Samson, Manager and Fishmonger chats with us on the history behind the world famous Pike Place Fish Market, we learn how to buy fresh seafood, Samuel talks Sustainable and Sabrina catches a fish!