Podcasts about stowe shoemaker

My wife often jokes that I read 4-5 books simultaneously. It's true! If you own a digital book reader or use an audiobook app like Audible to consume books, then you've probably jumped between a title or two as well, depending on your mood.   By Editor, Concierge Medicine Today   I personally love bouncing between a few titles and topics. I think the secret is listening or reading one chapter at a time once or twice a week! Then, I jump onto a podcast path, perhaps with a similar author I find interesting in the car or during a workout.   But finding the right balance between learning and pleasure is important, especially FOR Doctors!   Reading a few books simultaneously helps me avoid getting stuck or bored. If a book or a chapter is too slow, allow yourself to skip a track or jump a few pages. Life is too short, and there are too many great books to push through painfully.   Throughout nearly the past two decades here at Concierge Medicine Today, we compiled a list of books that either I've read and found helpful or your peers and those we've interviewed over the years here at Concierge Medicine Today, our conference, the Concierge Medicine Forum, or our podcast, The DocPreneur Leadership Podcast, have been recommended to us on this topic.   Note: If you're specifically only looking for books about Concierge Medicine, we included a few recommendations at the end of the article we would offer for your consideration as well.    In keeping with what we've learned today … “The best leaders are readers!” — here are some of the titles your peers have mentioned and a few more books that have come across our path we recommend Physicians consider —   Supercommunicators: How to Unlock the Secret Language of Connection" by Charles Duhigg" "Radical Candor: Fully Revised & Updated Edition: Be a Kick-Ass Boss Without Losing Your Humanity" Hardcover – Big Book, October 1, 2019 by Kim Scott "No More Waiting Rooms: A Customer Service Road Map to Help Remarkable Medical Offices Navigate Their Way Towards an Irresistible Practice Where Gratitude Is on Repeat!" by Michael Tetreault "Counterclockwise: Using Peptides to Renew, Rejuvenate, and Rediscover" by Dr. Suzanne J Ferree "Essentialism: The Disciplined Pursuit of Less" Paperback – December 29, 2020 by Greg McKeown (Author) "Designing for Health: The Human-Centered Approach" Hardcover – November 13, 2023 by Craig Joseph (Author), Jerome Pagani (Author) "Untangle Your Emotions: Naming What You Feel and Knowing What to Do About It" Hardcover – February 13, 2024 by Jennie Allen (Author) "Unstoppable Brain: The New Neuroscience that Frees Us from Failure, Eases Our Stress, and Creates Lasting Change" Hardcover – April 30, 2024 by Kyra Bobinet (Author) "Today Matters: 12 Daily Practices to Guarantee Tomorrow's Success" by John C. Maxwell (Author) "The Beauty of Everyday Things" (Penguin Classics) Translation Edition by Soetsu Yanagi (Author) "Supercommunicators: How to Unlock the Secret Language of Connection" by Charles Duhigg "The Blood Pressure BluePrint: The Holistic Guide to Defeating Hypertension" by Dr. Ellie Campbell "Never Split the Difference: Negotiating As If Your Life Depended On It" by Chris Voss (Author), Tahl Raz (Author) "Power of Moments" by Dan and Chip Heath "The Simple Truths of Service" by Ken Blanchard and Barbara Glanz "The Power of Customer Experience: 5 Elements to Make An Impact" by Elizabeth Dixon "Find Your Yellow Tux: How to be Successful by Standing Out" by Jesse Cole “Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise” by Horst Schulze, Dean Merrill, et al. "The Comeback Effect" by Jason Young “The Other Side of Illness: Unexpected Blessings” by Dr. Robin Hall "The Forgotten Power of Bathing: How a Daily Bath Can Improve Your Health and Happiness" by Élaine Drolet and Dr. Ken Redcross MD "Well Designed Life: 10 Lessons in Brain Science & Design Thinking for a Mindful, Healthy, & Purposeful Life" Paperback – September 12, 2015 by Kyra Bobinet MD MPH (Author) “The EntreMD Method: A Proven Roadmap for Doctors Who Want to Live Life and Practice Medicine on Their Terms” by Nneka Unachukwu “Unreasonable Hospitality” by Will Guidara "Breathing Room: A 28-Day Devotional for Women" by Sandra Stanley "The Diary of a CEO: The 33 Laws of Business and Life" by Steven Bartlett “Trillion Dollar Coach” by Eric Schmidt (Author), Jonathan Rosenberg (Author), Alan Eagle (Author) “Necessary Endings” by Henry Cloud "How Teens Win: The Student's Guide to Accomplishing Big Goals" by Jon Acuff "Vivid Vision: A Remarkable Tool For Aligning Your Business Around a Shared Vision of the Future" by Cameron Herold “Hospitable Healthcare: Just What the Patient Ordered!” by Stowe Shoemaker, Ph.D. (Author) & Peter Yesawich, Ph.D. (Author) “Outlive” by Peter Attia MD and Bill Gifford "DISMISSED: Tackling the Biases That Undermine our Health Care" by Angela Marshall, M.D. “Cooking with Trader Joe's Cookbook: Lighten Up!” by Susan Greeley (Author) "Secrets of Longevity: Hundreds of Ways to Live to Be 100" by Dr. Dr. Maoshing Ni “When the Heavens Went On Sale” by Ashlee Vance “Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference” by Stephen Trzeciak and Anthony Mazzarelli “KING. A life.” by Jonathan Eig "Made for More: Physician Entrepreneurs Who Live Life and Practice Medicine on Their Own Terms" by Dr. Nneka Unachukwu “What To Do Next: Taking Your Best Step When Life Is Uncertain” by Jeff Henderson (Author) “The Doctor's Guide to Concierge Medicine” by Concierge Medicine Today (Author) "Originals: How Non-Conformists Move the World" by Adam Grant and Sheryl Sandberg "Think Again: The Power of Knowing What You Don't Know" by Adam Grant “Leading with Dignity: How to create a culture that brings out the best in people” by Donna Hicks “Winning the War in your Mind” by Craig Groeschel “Liturgy of the Ordinary: Sacred Practices in Everyday Life” by Tish Harrison Warren "Rebel Ideas: The Power of Thinking Differently"by Matthew Syed “The 16 Undeniable Laws of Communication” by John Maxwell "The Visibility Formula: Taking Your Business From Best Kept Secret To Household Name" by Dr. Nneka Unachukwu (Author) "Start with Why: How Great Leaders Inspire Everyone to Take Action" by Simon Sinek   We want to hear from you: what other books or resources would you add to this list? Email us at editor@conciergemedicinetoday.org.   Books Specific to Physicians Wishing to Learn About Concierge Medicine or Peer Recommended That Concierge Medicine Physicians Have Read Specific To Filling a Knowledge Gap About Business During Their Transition Into Concierge Medicine   “The EntreMD Method: A Proven Roadmap for Doctors Who Want to Live Life and Practice Medicine on Their Terms” by Nneka Unachukwu "The Power of Customer Experience: 5 Elements to Make An Impact" by Elizabeth Dixon “What To Do Next: Taking Your Best Step When Life Is Uncertain” by Jeff Henderson (Author) “The Doctor's Guide to Concierge Medicine” by Concierge Medicine Today (Author) “The Other Side of Illness: Unexpected Blessings” by Dr. Robin Hall "Hospitable Healthcare: Just What the Patient Ordered!” by Stowe Shoemaker, Ph.D. (Author) & Peter Yesawich, Ph.D. (Author) "No More Waiting Rooms: A Customer Service Road Map to Help Remarkable Medical Offices Navigate Their Way Towards an Irresistible Practice Where Gratitude Is on Repeat!" by Michael Tetreault "The Ultimate Private Practice Playbook: Step-by-Step Strategies for Building a Practice That's Uniquely Yours" Paperback – Released: January 1, 2025 by Dr. Brook Choulet M.D.  “Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise” by Horst Schulze, Dean Merrill, et al. "The Comeback Effect" by Jason Young   Bonus!   “Necessary Endings” by Henry Cloud “Unreasonable Hospitality” by Will Guidara

In this episode of Passion Struck, host Jon R. Miles interviews Dr. Peter Yesawich, Chairman of Hospital Healthcare Partners and Vice Chairman Emeritus of MMGY Global. Dr. Yesawich and Stowe Shoemaker co-authored the book "Hospitable Healthcare," which explores applying hospitality principles to healthcare to enhance the patient experience.Dr. Yesawich introduces the PAEER model (Prepare, Anticipate, Engage, Evaluate, Reward) as a framework for improving patient satisfaction and overall healthcare experience. The model emphasizes the importance of understanding patient preferences, providing personalized care, and implementing loyalty programs to enhance patient engagement.Order a copy of my book, "Passion Struck: Twelve Powerful Principles to Unlock Your Purpose and Ignite Your Most Intentional Life," today!  Recognized as a 2024 must-read by the Next Big Idea Club, the book has won the Business Minds Best Book Award, the Eric Hoffer Award, the International Book Awards for Best Non-Fiction, the 2024 Reader's Choice Contest by Connections eMagazine, and the Non-Fiction Book Awards Gold Medal. Don't miss out on the opportunity to transform your life with these powerful principles!Full show notes and resources can be found here: https://passionstruck.com/dr-peter-yesawich-on-healthcare-with-hospitality/In this episode, you will learn:The importance of customer relationship management in healthcareThe PAEER model: Prepare, Anticipate, Engage, Evaluate, RewardExamples of how healthcare providers can improve patient experience using hospitality principlesThe concept of serving patients instead of just treating themImplementing loyalty programs and incentives for patientsFranchising opportunities in healthcareUsing data and technology to enhance patient care and experienceAddressing the hospitality deficit in healthcareAll things Dr. Peter Yesawich: https://www.yesawichholding.com/our-teamSponsorsBrought to you by Clariton, fast and powerful relief is just a quick trip away. Ask for Claritin-D at your local pharmacy counter. You don't even need a prescription! Go to “CLARITIN DOT COM” right now for a discount so you can Live Claritin Clear.--► For information about advertisers and promo codes, go to:https://passionstruck.com/deals/Catch More of Passion StruckWatch my solo episode on Create Work-Life Balance: 9 Simple Ways.Can't miss my episode withDr. Mark Hyman on the Secrets to Living Young ForeverListen to my interview withDr. Kara Fitzgerald on How to Become a Younger You by Reversing Your Biological AgeCatch my interview with Dr. Mark Hyman on How Personalized Medicine Is Revolutionizing HealthcareListen to my solo episode on 7 Reasons Why Acts of Kindness Are More than Meets the Eye.Like this show? Please leave us a review here-- even one sentence helps! Consider including your Twitter or Instagram handle so we can thank you personally!

“As providers pursue the value-based model, they have to be mindful of the fact that it cannot compromise the patient experience, and in fact, should compliment the patient experience to the extent possible, as they continue to drive cost down.” –Peter C. Yesawich on the Healthcare Interior Design 2.0 podcast On today's episode of the podcast, Cheryl interviews Peter C. Yesawich, PhD and Stowe Shoemaker, PhD; authors of the book, Hospitable HealthcareTM; Just What the Patient Ordered! Peter and Stowe unpack the book in this wonderful and deep conversation about how healthcare can benefit greatly from hospitality in new and unique ways. Learn about the authors' PAEER model detailed in their book, and how it can transform healthcare, in ways that may surprise you. Enjoy the episode! Learn more about Stowe Shoemaker and Peter C. Yesawichs' book Hospitable Healthcare™Just What the Patient Ordered!, here: https://hospitablehealthcare.com/. In Cheryl's conversation with Peter and Stowe, they discuss: What are hospitals doing right these days? What needs to change and why? Examples of empathetic and compassionate patient care in history Peter and Stowe unpack their new book - "Hospitable Healthcare™Just What the Patient Ordered!" What was the inspiration behind the book and who is the book for? How does the book benefit healthcare designers, planners, and architects? Peter shares influential stories and real life experiences that inspired "Hospitable Healthcare™Just What the Patient Ordered!" What is the PAEER model detailed in their book, and how can it transform healthcare? Learn the key hospitality principles for enhancing healthcare experience and the “servicescape” concept What does rewarding patient loyalty in healthcare look like? Peter and Stowe share stories and examples. What are some effective ways to encourage and manage patient feedback and reviews? Peter and Stowe's advice for healthcare leaders adopting the PAEER model What is the alignment of the book's PAEER model with value-based care? Exciting technologies for improving care experience How can healthcare balance technology and personal touch What are some of the challenges with using hospitality principles for pricing transparency in healthcare? If you've been following our recent book giveaway of Hospitable Healthcare™Just What the Patient Ordered across social media platforms like Instagram and LinkedIn, the answer to the question "What are the five words that make up the PAEER model?" is: Prepare, Anticipate, Engage, Evaluate, Reward. The world is changing quickly. The Center for Health Design is committed to providing the healthcare design and senior living design industries with the latest research, best practices and innovations. The Center can help you solve today's biggest healthcare challenges and make a difference in care, safety, medical outcomes, and the bottom line.  Find out more at healthdesign.org. Additional support for this podcast comes from our industry partners: The American Academy of Healthcare Interior Designers The Nursing Institute for Healthcare Design Learn more about how to become a Certified Healthcare Interior Designer®  by visiting the American Academy of Healthcare Interior Designers at: https://aahid.org/. Connect to a community interested in supporting clinician involvement in design and construction of the built environment by visiting The Nursing Institute for Healthcare Design at https://www.nursingihd.com/. FEATURED PRODUCT The prevention of nosocomial infections is of paramount importance. Did you know that bathrooms and showers – particularly in shared spaces – are a veritable breeding ground for pathogen, some of which we see in the form of mold and the build-up of toxic bio films on surfaces. Body fats and soap scums provide a rich food sauce for micro-organisms such as airborne bacteria Serratia Marcescens, which thrive in humid conditions. We know that people with weakened immune systems are so much more vulnerable to the illnesses associated with infection and let's face it, none of us go into the shower with an expectation that we might get sick. So how do we keep those shower walls clean? Well let's think big – BIG TILES. Porcelanosa have developed XXL Hygienic Ceramic Tiles that are 5 feet long - which means just one piece fits the wall of a shower or tub surround. XTONE Porcelain slabs are 10 feet high which means a floor to ceiling surface with no joints. Why does this matter? Well hygienic glaze will not harbor pathogen and surface impurities are easily removed to prevent build up – it is reassuring to know the evidence - INTERNATONAL STANDARDS Test ISO 10545 - Resistance to Stains -  has determined these surfaces can be easily cleaned and the most difficult contaminants washed away, greatly reducing the need for aggressive chemicals. Think about this…When we unload our dishwasher our ceramic tableware is sparkling clean, sanitized and fresh to use - again and again. The principle is the same with large ceramic walls - So, when planning the shower surrounds for your facilities please reach out to Porcelanosa. The designer in you will love the incredible options and your specification will deliver the longest & best lifecycle value bar none.

During his long career in hospitality education, Dr. Stowe Shoemaker (Ph.D. Cornell University) has witnessed the hospitality curriculum evolve into a business-focused teaching. But should hospitality be all business? He discusses the challenges of educating and attracting a new generation to the hospitality industry and explores the value of applying hospitality principles in other industries, especially healthcare.  Additional Resources on this topic:  Exclusive interview: How to empower hospitality's future leaders with modern tech skills and innovation  6 trends shaping the travel landscape

Ever wonder how the experience at a hotel might transform your next hospital visit? Stowe Shoemaker is a legend in hospitality academia, and we discuss his new book Hospitable Healthcare: Just What the Patient Ordered!, co-written with Peter Yesawich. Hospitals are taking a closer look at how hotels approach care, service, and satisfaction, and a change in your hospital stay might come sooner than you think.https://hospitablehealthcare.com/https://www.unlv.edu/news/expert/stowe-shoemaker

In this THINK Business Mini Business Course, Jon Dowskin and Stowe Shoemaker, PhD discuss the fundamentals of interviewing people to get feedback. Get valuable, expert insight you can put into practice today! Watch the full episode Connect with Jon Dwoskin: Twitter: @jdwoskin Facebook: https://www.facebook.com/jonathan.dwoskin Instagram: https://www.instagram.com/thejondwoskinexperience/ Website: https://jondwoskin.com/LinkedIn: https://www.linkedin.com/in/jondwoskin/ Email: jon@jondwoskin.com Get Jon's Book: The Think Big Movement: Grow your business big. Very Big!   Connect with Stowe Shoemaker: Website: https://www.hospitablehealthcare.com LinkedIn: https://www.linkedin.com/in/stoweshoemaker/ *E – explicit language may be used in this podcast.

We're thrilled to share the exciting news that Dr. Stowe Shoemaker, PhD, will be the featured guest on the upcoming episode of the No Laughing Matter with Cuba Pete podcast.Join Joe and Stowe as they delve into Stowe's remarkable journey, explore the intersection of hospitality and healthcare, and discuss his latest book, "Hospitable Healthcare: Just What the Patient Ordered," released in September 2023.We sincerely appreciate your continued support, and we can't wait to bring you another outstanding episode! Get ready for an engaging and insightful conversation!

In this insightful clip, Jon Dwoskin and Stowe Shoemaker, PhD, delve into a valuable discussion, focusing on one key insight that can enhance your business today. Their conversation highlights a singular, practical strategy, offering a fresh perspective for entrepreneurs and business owners. Tune in to discover this crucial piece of advice and see how it could be the catalyst for your next business breakthrough. Watch the full episode Connect with Jon Dwoskin: Twitter: @jdwoskin Facebook: https://www.facebook.com/jonathan.dwoskin Instagram: https://www.instagram.com/thejondwoskinexperience/ Website: https://jondwoskin.com/LinkedIn: https://www.linkedin.com/in/jondwoskin/ Email: jon@jondwoskin.com Get Jon's Book: The Think Big Movement: Grow your business big. Very Big!   Connect with Stowe Shoemaker: Website: https://www.hospitablehealthcare.com LinkedIn: https://www.linkedin.com/in/stoweshoemaker/ *E – explicit language may be used in this podcast.  

There are many intangibles that make up an excellent patient experience. Often times it starts with the parking lot – like are there actually enough spaces in the garage to park? It seems simple, but it can go a very long way in healthcare service excellence. This is something we should all be striving to improve in our field. Stepping away from the clinical aspects and the doctor-patient relationship, our guest this week on the Healthcare Experience Matters Podcast is author Peter C. Yesawich, PhD. He shares ideas for improving patient experience outside of the clinic, focusing on customer service excellence. This also includes addressing pain points, such as a lack of transparency regarding the actual costs of patient care, which are crucial steps toward improving service delivery. Peter is the co-author, alongside Stowe Shoemaker, PhD, of the 2023 book Hospitable Healthcare: Just What the Patient Ordered! Learn More About This Podcast: https://healthcareexperience.org/five-star-hospitality 

Peter C. Yesawich, PhD, and Stowe Shoemaker, PhD, are authors of the book, Hospitable Healthcare: Just What the Patient Ordered!, which explores how healthcare providers can learn from the hospitality industry to improve the patient experience. Shoemaker is Dean of the William F. Harrah College of Hospitality and holds the Andrew and Peggy Cherng Dean's Chair at the University of Nevada, Las Vegas (UNLV). Yesawich, is Chair of Hospitable Healthcare Partners, LLC, and formerly Chief Growth Officer of Cancer Treatment Centers of America® bringing a wealth of expertise in both industries to the discussion. Host Mike Sacopulos discusses with Yesawich and Shoemaker how many consumers feel that their experiences with healthcare providers fall short of their experiences with hospitality providers. They question whether healthcare providers could adopt principles of hospitality to enhance the patient experience. Through original survey data, examples, and interviews with hospitality and healthcare service practitioners, the authors argue that their model can address four trends impacting healthcare: • Patient-directed selection of providers • Pricing transparency • Direct-to-consumer marketing • Patient satisfaction as a factor in reimbursement By adopting these principles, healthcare providers can improve the patient experience and outcomes. Overall, Hospitable Healthcare offers valuable insights for healthcare providers looking to enhance the patient experience. Learn more about the American Association for Physician Leadership at www.physicianleaders.org

In this THINK Business Mini Life Course with Jon Dwoskin, Stowe Shoemaker, PhD shares insights on being in alignment with your soul, offering practical advice and relatable experiences. Gain valuable takeaways and inspiration that can be applied to your own life journey, whether it's about personal growth, career development, or a specific skill. Watch the full episode Connect with Jon Dwoskin: Twitter: @jdwoskin Facebook: https://www.facebook.com/jonathan.dwoskin Instagram: https://www.instagram.com/thejondwoskinexperience/ Website: https://jondwoskin.com/LinkedIn: https://www.linkedin.com/in/jondwoskin/ Email: jon@jondwoskin.com Get Jon's Book: The Think Big Movement: Grow your business big. Very Big!   Connect with Stowe Shoemaker: Website: https://www.hospitablehealthcare.com LinkedIn: https://www.linkedin.com/in/stoweshoemaker/ *E – explicit language may be used in this podcast.

Peter Yesawich's long career in hospitality and travel marketing led him to healthcare, where he discovered that an infusion of hospitality could make a big difference for patients and providers. His book, co-authored with Stowe Shoemaker, details how the healthcare industry can make positive change. Susan and Peter talk about buying behavior, books, and best practices.

People tend to have better experiences in hospitality than they do in healthcare. In this episode, Saul Marquez welcomes healthcare leaders and authors Dr. Peter Yesawich and Dr. Stowe Shoemaker to discuss their new book, "Hospitable Healthcare," which emphasizes the need for healthcare to learn from the hospitality industry to improve patient care. Leveraging their expertise in hospitality and healthcare, the authors tackle patient experience challenges, urging the healthcare industry to integrate hospitality strategies and principles. The conversation delves into their research methodology, involving interviews with executives and a consumer survey, revealing five key deficits in patient experience, ranging from transparency in service costs to service recovery. To address these deficits, Peter Yesawich and Stowe Shoemaker introduce the "PAEER" model, emphasizing preparation, anticipation, engagement, evaluation, and reward, providing a user-friendly framework with anecdotes for healthcare professionals seeking to enhance patient care. Tune in and learn how adopting hospitality principles can transform the patient experience in healthcare! Resources:  Watch this interview here. Connect with and follow Peter Yesawich on LinkedIn.  Learn more about MMGY Global on their LinkedIn and website. Find out more about the University of Nevada on their LinkedIn and website. Connect with and follow Stowe Shoemaker on LinkedIn. Buy Peter's and Stowe's book, Hospitable Healthcare, at Barnes and Noble, here. Get a copy of their book on Amazon here.

This episode is brought to you by Dabdoub Law Firm -  a disability insurance and ERISA law firm specializing in helping people with disability, life, and long-term care insurance claims. Also sponsored by Freed.AI - Get 50% off your first month of using their AI-powered medical scribe software! Just add BSFREE50 to your cart! Dr. Stowe Shoemaker, former dean of the top-ranked William F. Harra College of Hospitality, discusses the application of hospitality principles in healthcare to improve patient satisfaction. He emphasizes the long-term value of patients, the importance of understanding patient needs, and suggests innovative strategies for enhancing the patient experience. The conversation covers various aspects, from service logistics to empathetic care, aiming to transform healthcare through a hospitality lens. Looking for something specific? Here you go! 00:01:30 Hospitality improves patient satisfaction and loyalty. 00:05:39 Long-term thinking for healthcare growth. The timestamp in the podcast where it starts to say "Customize patient experience through loyalty programs" is 00:11:40. Customize patient experience through loyalty programs. 00:18:25 Improving customer experience in healthcare. 00:21:42 Design a welcoming and calming environment. 00:31:57 Listening to patients is crucial. 00:34:29 Think of patients as family. More on Dr. Stowe Shoemaker: Dr. Stowe Shoemaker is the former dean of the William F. Harra College of Hospitality at the University of Nevada, Las Vegas, and held the prestigious Andrew and Peggy Cherng Dean's Chair. With a PhD from Cornell's School of Hotel Administration, he has a distinguished career in hospitality education, teaching a range of subjects from strategic marketing to consumer behavior. Dr. Shoemaker has applied his vast knowledge of hospitality to the healthcare industry, aiming to enhance patient satisfaction. His contributions include a joint appointment at MD Anderson Cancer Center and collaborations with various healthcare systems. His book, "Hospitable Healthcare: Just What the Patient Ordered," coalesces his insights and experiences, offering a unique perspective on improving healthcare through hospitality principles Did ya know…  You can also be a guest on our show? Please email me at brad@physiciansguidetodoctoring.com to connect or visit www.physiciansguidetodoctoring.com to learn more about the show! Socials: @physiciansguidetodoctoring on FB  @physicianguidetodoctoring on YouTube @physiciansguide on Instagram and Twitter

Tune in on Monday, 12/11/23, for a brand new episode of The Doctor Whisperer Show featuring the author of "Hospitable Healthcare: Just What the Patient Ordered," Stowe Shoemaker, PhD.▪︎ ▪︎ ▪︎ ︎ABOUT OUR GUEST:Stowe Shoemaker (Ph.D., Cornell University) served as Dean of the William F. Harrah College of Hospitality at the University of Nevada, Las Vegas from 2013 to 2023. He held the Andrew and Peggy Dean's Chair from 2020-2023. The College of Hospitality is currently ranked the number one hospitality program in the U.S. and number two in the world.From 1996 – 2020 Shoemaker served as a member of the executive education faculty at the School of Hotel Administration at Cornell University where he taught courses in strategy, service operations, strategic pricing, revenue management, strategic marketing, customer loyalty, and consumer behavior.Shoemaker has published two marketing textbooks: Marketing Leadership in Hospitality and Tourism: Strategies and Tactics for a Competitive Advantage, Marketing Essentials in Hospitality and Tourism: Foundations and Practices, and Hospitable Healthcare: Just What the Patient Ordered! He has published numerous articles and his research has won multiple awards. His Harvard Business School case study on Hilton HHonors has been used by organizations and schools around the world.Shoemaker has served as an advisor to numerous hospitality service providers over the course of his career including IGT, British Airways, Accor, Hilton, Landry's, and Hyatt. He has helped game developers test market new casino games (both slots and table games), developed pricing strategies for airlines, hotels, and restaurants, developed programs to measure customer satisfaction, modeled the success and failure of marketing programs, and developed segmentation strategies based on consumer motivations in the gaming, lodging, and restaurant industries.Shoemaker has applied his knowledge of hospitality to help healthcare professionals improve patient satisfaction. He held a joint appointment at MD Anderson Cancer Center from 2010 to 2012 and worked with Memorial Healthcare Systems, Houston. In Las Vegas, Shoemaker has worked with Mountain View Hospital and is currently introducing hospitality principles to the curriculum of the new UNLV College of Medicine. His research in the healthcare field has appeared in the Journal of the American College of Radiology.▪︎ ▪︎ ▪︎Thank you to our sponsor, Valley Bank, for supporting the show!⁠#businessofmedicine ⁠#valleybank #hospitality --- Send in a voice message: https://podcasters.spotify.com/pod/show/thedoctorwhisperer/message

Dr. Stowe Shoemaker, former Dean of of the William F. Harrah College of Hospitality at the University of Nevada, Las Vegas is here to talk about his book Hospitality Healthcare which introduces healthcare providers to an original service model based on principles the hospitality industry has used to create great guest experiences.

Dr. Stowe Shoemaker, former Dean of of the William F. Harrah College of Hospitality at the University of Nevada, Las Vegas is here to talk about his book Hospitality Healthcare which introduces healthcare providers to an original service model based on principles the hospitality industry has used to create great guest experiences.

Photo Credit/Source: Staff, Concierge Medicine Today | Healthcare Industry Trade Publication Fall/Winter 2023 Ep 528 | Podcast w/ author, new book, Hospitable Healthcare: Just What the Patient Ordered! By Editor-in-Chief/Host, Concierge Medicine Today/The DocPreneur Leadership Podcast Most people can agree that their service experiences with hospitals, clinics, and physicians are inadequate compared to their service experiences with hotels, resorts, and restaurants. So then, what would their experiences be like if healthcare providers served them the same way hospitality providers do? Our guest today is Peter C. Yesawich, PhD who co-wrote the new book with Dr. Stowe Shoemaker, Ph.D.. We're going to discuss the new book, Hospitable Healthcare: Just What the Patient Ordered! (Indigo River Publishing, September 5, 2023; by Stowe Shoemaker Ph.D (Author), Peter Yesawich Ph.D (Author)) and examine 24 service touchpoints that are common to both hospitality and healthcare experiences to introduce a model based on principles that the hospitality industry has used to create exceptional guest experiences: PAEER (for Prepare, Anticipate, Engage, Evaluate, Reward). CLICK HERE TO LEARN MORE ABOUT THE BOOK (Amazon: https://www.amazon.com/Hospitable-Healthcare-Just-Patient-Ordered/dp/1954676514) Intended Audience and/or Use Disclaimer: This Podcast Is Recorded, Produced and Hosted by Concierge Medicine Today, LLC. Concierge Medicine Today, LLC is the industry trade publication reporting and highlighting news, trends and happenings in the Concierge Medicine space. The content, guests, products and/or services offered or discussed, etc., herein are here to educate physicians, healthcare business leaders and/or healthcare professionals and is not intended for the general public. In no event is this information considered medical, legal, financial, accounting or other professional advice. It is intended for informational purposes only. It is not a substitute for professional medical advice, diagnosis or treatment.

Peter C. Yesawich is Chairman of Hospitable Healthcare Partners, LLC - a marketing consultancy serving hospitality and the healthcare industry clients - and Vice Chairman Emeritus of MMGY Global, one of the country's leading marketing communications companies renowned for its strategic thinking, breakthrough creativity, and innovation in marketing practice.  Yesawich has contributed to the development of marketing programs for some of the industry's most popular brands, destinations and organizations including: Fairmont Hotel & Resorts, Hilton International, Disney Parks & Resorts, Universal Studios, Atlantis, The Broadmoor, Sandals Resorts, Wynn Las Vegas, Marriott Vacation Club International, the Mexico Tourism Board, and the U.S. Olympic Committee, to name a few.  He is co-author of Marketing Leadership in Hospitality and Tourism, and the new book, Hospitable Healthcare: Just What the Patient Ordered!   Questions •  Could you share a little bit about your journey? •  Have you seen any common themes as it relates to customer service delivery on the part of the service provider that you think is universal to both areas? •  Now, could you also share with us what's the one online resource, tool, website or app that you absolutely cannot live without in your business? •  Can you also share with our listeners, maybe one or two books that you have read, it could be a book that you read a very long time ago, or even one that you've read recently, but it had a great impact on you. •     What's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people. •  Where can listeners find you online? •  Now, before we wrap our episodes up, we always like to ask our guests, do you have a quote or a saying that during times of adversity or challenge, you will tend to revert to this quote if for any reason you get derailed or you get off track, the quote kind of helps to just get you back on track. Do you have one of those?    Highlights Peter's Journey Me: Could you share a little bit about your journey? I know in your bio, it gives us a summary of the clients that you've worked with, some of the impact that you've had. But we always like to hear in the own words of our guests, their words of how their journey has been and how they got to where they are today.   Peter shared that most of his career has been spent in the hospitality field, as you mentioned in your introduction there. Actually, when he finished school, he has a PhD in Psychology, and he never practised clinically, but he always wanted to use the education to understand the influence of marketing communication. So, that's what he did for a period of roughly 35 years. And then, for a 10-year period, he took a sabbatical and he went into the healthcare business. And he did that for a bunch of reasons. But he joined a national oncology company by the name of Cancer Treatment Centres of America. They had 5 destination hospitals, 10 clinics served about 15,000 patients annually.  So, he had a unique perspective in hospitality, having worked with a number of the brands you mentioned, and in healthcare, and when I got to healthcare, it was very obvious to him that the health care experience for patients could be improved significantly if healthcare providers simply adopted many of the principles that have essentially led to the success of hospitality brands. So, that's the short version.  And then a couple of years ago, he was in Las Vegas making a speech and he was in the greenroom. And he bumped into a gentleman by the name Stowe Shoemaker and he's a gentleman he's known for probably 20-25 plus years. He's a gentleman who has a very distinguished career in academia.  And he at the time, was the Dean of the Hospitality Management Programme at the University of Nevada, Las Vegas. And prior to that, he was in Houston at the University of Houston, where he also had a joint appointment with the MD Anderson Cancer Centre. So, they're trading notes and he said, “So, it's amazing, your background is very similar to mine, because we both have experience in hospitality and healthcare. And we had the same kind of perspective, and that is that the healthcare experience could really be improved.” And that's what ultimately lead to them writing this book.   Universal Themes Across Hospitality and Healthcare Me: Awesome. So, hospitality and healthcare, those are two very important industries. Hospitality is more about fun and healthcare, of course, is about just living a healthy lifestyle, but seeing that you have exposure and experience in both industries, would you say there are some common themes in terms of customer service expectations that customers would have, because at the end of the day, if you go into a resort or a hotel you are going on vacation, 9 out of 10 times, people travel for business as well. But pretty much you're not in pain, whereas, 9 out of 10 times, if you're going to healthcare, you go for your check-ups, but most people a lot of times are already in pain why they're visiting their doctor, whether it be a clinic or hospital. So, have you seen any common themes as it relates to customer service delivery on the part of the service provider that you think is universal to both areas?   Peter stated that it's a great question. And the answer is there are many, in fact. But let him begin by asking the question of your listeners, which is the way he really like to start the conversation, and that is he asked, “Can you think of a healthcare experience that you've had that was either unsatisfactory or gone wrong?”  And the answer for everyone is absolutely, yes. Everybody has a story about a healthcare experience that went wrong. And then he stopped them. And he says, well think about the primary reason for that. And it's interesting to note that very rarely, is the reason is the clinical outcome the reason. Clinical outcome generally is very satisfactory for people in healthcare. But the reason primarily is the way the healthcare service was delivered.  So, to Yanique's question, they actually began writing this book by doing a survey of 1200 adults in the US. And what they did is they looked at 22 common points of customer engagement, that are unique to both healthcare and hospitality, for example, the very front end, how easy or difficult is to get an appointment? We all hear stories about someone who wants to make an appointment with a certain type of medical specialist, and they're disappointed because it takes weeks or months to do that, how does that experience compare with making a reservation, for example.  And then all the way through whether or not you know the cost of the service before it's provided, in the hospitality industry, you absolutely do, because when you book, at that point, typically the cost of the service is confirmed, unfortunately, in the healthcare business, after you confirm an appointment, it's very rare that you know the cost of the service before you receive it. And he's sure you've (Yanique) got a story, everybody has a story about a surprise medical bill and how disappointing and unnerving that is. All the way through whether or not the provider asks you for feedback on the experience.   Last night, for example, he had dinner with some friends, and they booked the reservation on Open Table. And true to form, this morning, 8 o'clock, he gets an email from Open Table says, “How was your experience?” He will also tell you, a couple of weeks ago, he had an executive physical at a very well-known healthcare provider, and he has yet to hear from them to ask him about his experience as a patient.  So, point is that there are 22 of these points of customer engagement that they measured in the survey with 1200 adults. And basically, what they did is they asked them to rate their experience in 5 categories to compare their reaction or their experience on the 22 points of service engagement for hospitals - number 1, for walking clinics - number 2, for doctors' offices - number 3, for lodging - number 4, that would be Hotels and Resorts. And the 5th was in dining and restaurants.  So, the way to think about this is they have kind of a 5 by 22 matrix. And in each cell, they have 1200 observations, so they have a really, really robust kind of basis analysis, in the punch line and all of that to your question about the common points of customer engagement.  What they then calculated is what they call the hospitality deficit and that is how much people felt the experience in healthcare was a deficit in terms of the service experience, versus hospitality. And out of that came 5 specific themes. He's happy to talk you through those. But that's a lot to kind of process. But the answer was, yeah, there are 22 common points of customer engagement that they identified, and they examined.   Me: Perfect. So, 22, that's a lot, you want to kind of just maybe run through, just maybe this list the 22 for us, and then maybe you could talk about some of the ones that are near and dear to your heart?   Peter shared that what they did is they actually collapsed these into 5 themes. So, he'll kind of just talk to those specifically. And then they can drill down on any of them that would be of interest.  So, the number one source of this deficit in service delivery between healthcare and hospitality is what he mentioned a moment ago, and that is for individuals not knowing or understanding the cost of the service before they receive it. And we've all had that experience in healthcare, whether if the bill is easy to understand or difficult to understand, whether or not if you know how much to pay for the service before you receive it. And then whether or not the cost of the service is consistent with your expectation. So, all of those kind of roll up into that first trend. And that is the primary source of dissatisfaction patients have with the healthcare experience. And you can probably think of an example for you personally, he has them, he's sure the listeners have them. The second theme that came out of this really interesting was the fact that patients and healthcare don't feel like their business, so to speak, is appreciated by the providers. Now in hospitality, you get many thank yous, you get a thank you when you check in, and thank you when you checkout, you get a thank you when the waiter takes the order, you get a thank you when the bills presented.  And if you think about the expressions of appreciation patients have in healthcare, that's very rare. It's almost like, in many respects, for some providers, you the patient should be thanking the provider for the provider delivering the service. But that's the second kind of source of this deficit.  The third is the whole arrival experience and reception. And we all have kind of stories about the clipboard, the dreaded clipboard, you show up at the doctor's office, and they hand you the clipboard and say, “Please fill this out.”  And the irony is, you may have filled out the same clipboard a couple of weeks prior, either at the same physician's office, or a similar, and maybe a referral that has been made. But how about the whole environment, a lot of doctors' offices and hospitals have worked hard on that in recent years, but it's still nothing like walking into a three or four star hotel or a restaurant where they've really given a lot of thought to things like colours, and textures, and aromas, and all the things that really do impact our sense of arrival and the way we're greeted, when we arrive too.  The fourth theme is what they call service logistics. And that's this ease or difficulty of making an appointment or getting a reservation. And then the other aspect of that is the check in process, is it easy. He suspects many of the listeners are members of frequency programs, like whether it's with hotels, or airlines or restaurants. And they've worked very hard to create these customer profiles, right, they understand your preferences, they know that maybe you like a certain type of pillow in a hotel, or a certain type of bedding, or a seat on an aeroplane, it's interesting in the healthcare business, that kind of information although it's readily available, is very rarely tracked and used.  So, what happens is the check in process becomes very cumbersome, go back to the idea of the dreaded clipboard, but it's providing the same information over and over again. Or the other thing in hospitality is that's been very effective in terms of recognising customers, is giving them a little special attention.  So, for example, if you're a member of a loyalty program for a hotel company, you might check in at a different location at the front desk, so they might have a little plaque there that says, “Reserved for our loyalty members” or whatever.  In the airline business, people scrambled to get loyalty status, so they can get an overhead bin when they get on the plane, or that maybe they have a chance to pick a seat ahead of time.  So, the whole idea is that there's some special recognition, doesn't happen in healthcare, right? You stand in the same line with everybody else, whether or not you are a repeat patient or first-time patient. And we can talk about that, because there are ways to solve that in healthcare, but they don't exist today.  And then the last theme here is they call service recovery. You know for example if you're off in a restaurant, and the entree comes in and you're unhappy and you mentioned that to the waiter or waitress, what happens is, they're very quick to remove it and replace it and they might even give you a complimentary dessert. They'd say the sorry that happened. Or if you're really unhappy, they just take it off your bill. Whatever happens when people contest a charge from a healthcare provider, have you ever tried to do that? You know what happens? It goes nowhere. And so, many times you're arguing with the insurance company, or you might even be arguing with the provider. But the point is that service recovery is very poor in healthcare, and it's very good in hospitality.  So, those are five themes, it's knowing the cost of the service, being appreciated as a customer, the whole arrival experience, the service logistics that is the check in process, and so forth. And then finally, service recovery. So, the 22, they kind of collapse into those 5.   Me: So, to be really honest, of all the themes that you mentioned just know, the one that you mentioned about loyalty from a healthcare perspective, that was like a BFO for me, a blinding flash of the obvious, because you're so right, like most industries have some form of reward that you get for being loyal to them. I don't have one doctor that I go to my ophthalmologist, my gynaecologist, my GP, none of them and I've been going to them for years. My dermatologist, I've been going to her from I was 16. Wouldn't they benefit from making their customers, their patients feel like they valid them? And because the reality is we can switch, I've switched doctors in the years I've been going for various reasons.  I remember when I just had my daughter, the paediatrician was extremely cold in some feedback he had given me when she was 6 months old, she had this really high temperature, I was a first time mom, I was 24 and I called the office to schedule an appointment, because I was doing all the things at home to get the fever down, and it wasn't working. And their response was, I should just bring her in later in the day. And when I spoke to him, finally, he said he was playing golf and that statement in itself made me switch. I've told that story to so many people, she's 18, she turned 18, two weeks ago, and that was when she was six months old. And I've never forgotten it. And I would never recommend anybody to go to him based on that experience.   Peter stated that Yanique hit the nail on the head with that, one of the things that they examined in the book is they actually created a service model for healthcare practitioners, that has five elements in it, it's called the PAEER Model, that's an abbreviation. The P is to Prepare the care for the patients. And that's the whole idea of learning more about them before they arrived. The next is A, which is to Anticipate, which gets into this whole issue of the anxiety that people feel when they're pursuing healthcare services, particularly if it's in kind of an emergency situation, we can come back to that in a second. The first E is the Engagement Process that's this check in or the arrival and how easy or difficult it is. The second E is Evaluation, that's asking for feedback. And the one the last is R, which is what you just mentioned, which is Reward. So, let's just take a second and explore that. And let him digress for a second because this is a little bit of humour. But he thinks it makes the point.  They open the book with a story about a fictitious patient. It's a guy who is in his mid 40s. And he lives in Ohio, and he's pretty concerned about his health, he goes for an annual physical, and his PCP says, “Okay, time for your first colonoscopy.” So, they chronicle this guy's experience, trying to get a hold of the gastroenterologist making an appointment, how difficult that was, the fact that he shows up, they don't really recognize him, have no background information. So, he's got to take a half an hour with the clipboard to fill all that out. The fact that he doesn't know the physician and the first time he sees the gastroenterologist is when he's lying on the gurney, and they roll them in. He has the colonoscopy, and he wakes up and says, “How did you do?” And they said, “Well, we can't tell you. But maybe a couple of days, we'll have some results.” So, the guy worries all the way home, finally gets some good news.   But a couple of days later, he gets a bill in the mail from the anaesthesiologist that he wasn't expecting, it was another $700.00. Nobody told him about that. And a week later, he gets another bill, which is the equivalent of a one month's mortgage payment that nobody told him about. So, the guy goes wow. Well, six weeks later, he and his wife decided to go to Vegas for a weekend. So, they go online, and they look at the options, they find a spectacular hotel on the Strip, the guy's a member of the hotel's loyalty program. So, when they show up, he goes to the Front Desk, they say, “Mr. Smith, we're delighted to let you know we've upgraded you to a suite.” And the guy goes, “Wow, that's terrific.” So, they go to the suite, they have a wonderful time dining and shows and so forth. He's ready to check out.  So, he looks at the app on his phone, it's exactly what he thought it was going to cost. And when he gets to the front to the exit, the doorman says, “Mr. Smith, we hope you had a wonderful time and we can't wait to see you again.” By the way, nobody said that to him when he left the gastro's office. And so, two weeks later gets his visa bill and it's exactly what he thought it was going to be. And he notices he gets 3000 reward points for his trip to Vegas.  And so, they asked the question, “Why didn't he get reward points for his colonoscopy?” Now, when he says that most people go, “What? what are you kidding?” “No, we're not kidding.” It's to your point, why do healthcare providers not have loyalty programs? And you think that that would make more sense in healthcare because the older we get the more healthcare we use? So, you'd think well, there'll be reasons to encourage people to come back. Well and the answer to that is, most people in healthcare have never thought about it, they didn't think it was appropriate. Now, there are certain legal restrictions if you have like Medicare, and Medicaid, where you can't have any kind of financial inducement for people to come for care.  But two thirds of the people in this country with a healthcare insurance, it's a commercial insurance, and that is absolutely appropriate. So anyway, they think that's a horizon that you're going to see a lot more of in healthcare, that more and more healthcare providers are going to start introducing these loyalty programs. Now, it doesn't have to be any kind of financial incentive, it could be maybe it's free cancer screenings, maybe it's free educational programs on nutritional foods, or maybe it's yoga classes, things that get you to live a healthier life. But it's absolutely a wonderful point and they think it's going to be more popular in the future.   Me: That's definitely a gap that they're missing out on, absolutely. Love that we dovetail nicely into that, and you're able to kind of give us a pretty good synopsis of what the book is about. I have started consuming it, I remember that story about the gentleman at the beginning, because I remember reading that at the beginning. I haven't completed the book fully yet, but I'm really enjoying the content and the comparisons, which is why I asked that first question at the beginning. So, I'm really appreciative of how you went into it and gave us some really good examples.   App, Website or Tool that Peter Absolutely Can't Live Without in His Business When asked about online resource that he cannot live without in his business, Peter shared that that's a great question. And he will tell say that he's sure like he's everybody else in that it's got to be Google. It's just a wealth of information, which ultimately leads to more specific sites and content that reflect the uniqueness of the search.   The ABC's of a Fantastic Customer Experience Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners  Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

In this episode, we chat again with Stowe Shoemaker in a deeper dive into brand, loyalty, vacation rentals vs hotels and more.Enjoy!⭐️ Links & Show NotesAdam NorkoScott FasanoStowe ShoemakerHospitable Healthcare: Just What the Patient Ordered (Stowe's Book)

Stowe Shoemaker, PhD, served as Dean of the William F. Harrah College of Hospitality at the University of Nevada, Las Vegas from 2013 to 2023. From 1996 to 2020, Dr. Shoemaker served as a member of the executive education faculty at the School of Hotel Administration at Cornell University. His Harvard Business School case study on Hilton Honors has been used by organizations and schools around the world. He has served as an advisor to numerous hospitality service providers over the course of his career including IGT, British Airways, Accor, Hilton, Landry's, and Hyatt. Dr. Stowe has published two marketing textbooks and his newest book, Hospitable Healthcare: Just What the Patient Ordered!, introduces hospitality principles to the healthcare industry. Click here to purchase Hospitable Healthcare. Learn more about your ad choices. Visit megaphone.fm/adchoices

Dr. Jay and Brad had the pleasure of interviewing a co-author of “Hospitable Healthcare: Just What the Patient Ordered,” Dr. Stowe Shoemaker, PhD. Dr. Stowe Shoemaker (PhD, Cornell University) is the former dean of the William F. Harrah College of Hospitality at University of Nevada, Las Vegas where he held the Andrew and Peggy Cherng Dean's Chair. He began his deanship on July 1, 2013 and it ended June 30, 2023. The College of Hospitality is currently ranked the number one hospitality program in the US and number two in the world. Dr Shoemaker is currently special assistant to the President of the UNLV Foundation. From 1996 to 2020, Dr. Shoemaker served as a member of the executive education faculty at the School of Hotel Administration at Cornell University where he taught courses in strategy, service operations, strategic pricing, revenue management, strategic marketing, customer loyalty and consumer behavior. Dr. Shoemaker has published two marketing textbooks: “Marketing Leadership in Hospitality and Tourism: Strategies and Tactics for a Competitive Advantage” and “Marketing Essentials in Hospitality and Tourism: Foundations and Practices.” He recently co-authored a book titled "Hospitable Healthcare: Just What the Patient Ordered." He has published numerous articles, and his research has won multiple awards. His Harvard Business School case study on Hilton HHonors has been used by organizations and schools around the world. Dr. Shoemaker has served as an advisor to numerous hospitality service providers over the course of his career including IGT, British Airways, Accor, Hilton, Landry's, and Hyatt. He has helped game developers test market new casino games (both slots and table games), developed pricing strategies for airlines, hotels and restaurants, developed programs to measure customer satisfaction, modeled the successes and failures of marketing programs, and developed segmentation strategies based on consumer motivations in the gaming, lodging and restaurant industries. Dr. Shoemaker has applied his knowledge of hospitality to help healthcare professionals improve patient satisfaction. He held a joint appointment at MD Anderson Cancer Center from 2010 to 2012 and also worked with Memorial Healthcare Systems, Houston. In Las Vegas, Dr Shoemaker has worked with Mountain View Hospital and is currently introducing hospitality principles to the curriculum of the new UNLV College of Medicine. His research in the healthcare field has appeared in the Journal of the American College of Radiology. The website for his most recent book is https://hospitablehealthcare.com/. You can pick up a hard copy of “Hospitable Healthcare: Just What the Patient Ordered” from Amazon and Barnes & Noble. This book is also offered on Kindle. For information on articles Dr. Shoemaker has written, you can email him at stowe.shoemaker@unlv.edu.

In this episode, we chat Stowe Shoemaker in a "crossover" style discussion based on his book.Enjoy!⭐️ Links & Show NotesAdam NorkoScott FasanoStowe ShoemakerHospitable Healthcare: Just What the Patient Ordered

Why It's Controversial to Compare Healthcare & Hospitality Could healthcare really have its own version of customer reward programs? Peter Yesawich thinks so, and he joins the show to talk about how providers may implement the same techniques as hospitality organizations to enhance the patient experience. Peter and his coauthor Stowe Shoemaker's new book Hospitable Healthcare examines 22 service touchpoints that are common to both hospitality and healthcare experiences.  All that, plus the Flava of the Week about Blue Shield of California's newly announced partnerships with Amazon and Mark Cuban Cost Plus Drug Company. Are they truly ripping the PBM playbook, and is this the first of many dominoes to fall in the quest to find cost savings for both the business and healthcare consumers? Find all of our network podcasts on your favorite podcast platforms and be sure to subscribe and like us. Learn more at www.healthcarenowradio.com/listen/

On episode 441 of The Nurse Keith Show nursing and healthcare career podcast, Keith interviews author and consultant Peter Yesawich, PhD regarding his new book, Hospitable Healthcare: Just What the Patient Ordered! In the book, Yesawich and his co-author Dr. Stowe Shoemaker, PhD make the argument that healthcare providers and facilities have the power to implement successful strategies championed by the hospitality industry in order to exponentially improve the patient experience. In the authors' view, healthcare's lack of attention to the basics of hospitality and customer service do significant damage to the public's view of the healthcare system and the facilities and providers that it employs. The concepts of hospitality have the potential to vastly improve healthcare delivery. Peter C. Yesawich is Chairman of Hospitable Healthcare Partners, LLC, and Vice Chairman, Emeritus of MMGY Global. Hospitable Healthcare Partners is a consultancy serving hospitality and healthcare industry clients. MMGY Global is America's leading marketing communications agency serving travel, leisure, and entertainment industry clients. Yesawich has led the development of marketing programs for some of the travel industry's most popular destinations and admired brands. From 2010 to 2020, Yesawich served as Chief Growth Officer (CGO) for Cancer Treatment Centers of America® (CTCA), a national network of specialty hospitals and outpatient clinics treating adults diagnosed with complex or advanced-stage cancer. CTCA became the most recognized national cancer care provider in the U.S. and the third most positively perceived hospital system in the country during his tenure as CGO. Yesawich has been a frequent commentator on marketing trends in such publications as The New York Times, Los Angeles Times, Wall Street Journal, USA TODAY, Time, Newsweek, on the CNN, CNBC, MSNBC, and BBC World television networks, and on National Public Radio. Connect with Peter Yesawich: HospitableHealthcare.com ----------- Did you know that you can now earn CEUs from listening to podcasts? That's right — over at RNegade.pro, they're building a library of nursing podcasts offering continuing education credits, including episodes of The Nurse Keith Show! So just head over to RNegade.pro, log into the portal, select Nurse Keith (or any other Content Creator) from the Content Creator dropdown, and get CEs for any content on the platform! Nurse Keith is a holistic career coach for nurses, professional podcaster, published author, award-winning blogger, inspiring keynote speaker, and successful nurse entrepreneur. Connect with Nurse Keith at NurseKeith.com, and on Twitter, Facebook, LinkedIn, and Instagram. Nurse Keith lives in beautiful Santa Fe, New Mexico with his lovely fiancée, Shada McKenzie, a highly gifted traditional astrologer and reader of the tarot. You can find Shada at The Circle and the Dot. The Nurse Keith Show is a proud member of The Health Podcast Network, one of the largest and fastest-growing collections of authoritative, high-quality podcasts taking on the tough topics in health and care with empathy, expertise, and a commitment to excellence. The podcast is adroitly produced by Rob Johnston of 520R Podcasting, and Mark Capispisan is our stalwart social media ringmaster and newsletter wrangler.

Great customer service is something that we can expect from restaurants and hotels, but rarely do we expect it from hospitals or emergency rooms. Today's guest is on a mission to change that.   Stowe Shoemaker has served as an advisor to numerous hospitality service providers over the course of his career including IGT, British Airways, Accor, Hilton, Landry's, and Hyatt. He has published two marketing textbooks and his newest book, Hospitable Healthcare: Just What the Patient Ordered! introduces hospitality principles to the healthcare industry.   Hospitality matters in every industry. Consider the last time you needed medical care. Did the customer service enhance your experience, or did it only make a hard situation worse? Healthcare needs to be fixed in more ways than one. Stowe and his coauthor aim to address the changes that need to be made in their new book.   Hospitality customer service standards are currently much higher than in the healthcare industry. A survey Stowe conducted indicated that healthcare ranks last in the hospitality experience when compared to restaurants and hotels. What can be learned from the hospitality industry that could be used in healthcare?   There are five principles that create an exceptional customer experience and systems that can be implemented to make these principles an effortless part of the customer experience.   Prepare, anticipate, engage, evaluate, and reward.   When each of these principles is achieved, a patient begins to feel less like an inconvenience to the company and more like a loved family member. And loyal customers will become lifelong, repeat clients who spend more money and create positive word of mouth for the business.   Interview Links: Stowe Shoemaker Hospitable Healthcare: Just What the Patient Ordered!   Resources: 20,000 Scaleups Scaling Up Summits (Select Bill Gallagher as your coach during registration for a discount.) Bill on YouTube Recruiter.com Short List (use code scaleup)   Scaling Up is the best-selling book by Verne Harnish and our team for Scaling Up Coaches (formerly Gazelles). We share how the fastest-growing companies succeed where so many others fail.   Bill Gallagher, Scaling Coach and host of the show, is an international business coach who works with C-Suite leaders to achieve breakthrough growth.   We help leadership teams with the biggest decisions around People, Strategy, Execution, and Cash so that they can Scale Up successfully and beat the odds of business growth. Scaling Up is based on Verne's original best-selling business book, Mastering the Rockefeller Habits.   Did you enjoy today's episode? If so, then please leave a review! Help other business leaders discover the Scaling Up Business Podcast so they, too, can benefit from the ideas shared in these podcasts.    

Could healthcare really have its own version of customer reward programs? Peter Yesawich thinks so, and he joins the show to talk about how providers may implement the same techniques as hospitality organizations to enhance the patient experience. Peter and his coauthor Stowe Shoemaker's new book Hospitable Healthcare examines 22 service touchpoints that are common to both hospitality and healthcare experiences.  All that, plus the Flava of the Week about Blue Shield of California's newly announced partnerships with Amazon and Mark Cuban Cost Plus Drug Company. Are they truly ripping the PBM playbook, and is this the first of many dominoes to fall in the quest to find cost savings for both the business and healthcare conusmers? This show is produced by Shift Forward Health, the channel for change makers. Subscribe to Shift Forward Health on your favorite podcast app, and you'll be subscribed to our entire library of shows. See our full lineup at ShiftForwardHealth.com. One subscription, all the podcasts you need, all for free. (#284)See omnystudio.com/listener for privacy information.

In this episode, I am joined by Dr. Stowe Shoemaker, PhD, to discuss the intersection of hospitality and healthcare and how healthcare providers can learn from the hospitality industry. He defines hospitality as providing an incredible experience that makes customers feel like family and want to return. The conversation explores the critical drivers that create a good customer experience in healthcare. Tune in to discover the valuable insights that can improve the healthcare experience for patients.   Show notes:  [00:02:09] Critical drivers for customer experience. [00:05:37] Knowing and understanding the cost of service. [00:08:29] Hospitality deficits in healthcare. [00:13:08] Building trust in hospitality. [00:20:16] Redesigning the patient waiting area. [00:25:37] The Cleveland Clinic's patient experience. [00:30:08] Evaluation and guest feedback. [00:32:05] Loyalty and reward programs. [00:37:24] Providing incredible customer experience. [00:40:49] Loyalty fundamentals and pricing.   More About Dr. Shoemaker: Dr. Stowe Shoemaker (Ph.D., Cornell University) served as Dean of the William F. Harrah College of Hospitality from 2013 – 2023.  While dean he held the Andrew and Peggy Dean's Chair at the University of Nevada, Las Vegas (UNLV). He is an acknowledged expert in pricing, revenue management, consumer behavior and customer loyalty programs.  Dr. Shoemaker has served as an advisor to numerous hospitality service providers over the course of his career including British Airways, Accor, Hilton, Landry's and Hyatt.  He has helped game developers test market new casino games (both slots and table games), developed pricing strategies, developed programs to measure customer satisfaction, modeled the success and failure of marketing programs, and developed segmentation strategies based on consumer motivations in the gaming, lodging and restaurant industries.  Dr. Shoemaker has published two marketing textbooks, Marketing Leadership in Hospitality and Tourism: Strategies and Tactics for a Competitive Advantage and Marketing Essentials in Hospitality and Tourism: Foundations and Practices, and his research has won numerous awards. Since 1996 Dr. Shoemaker has served as a member of the executive education faculty at Cornell University where he has taught courses in strategic pricing, revenue management, strategic marketing for hotels and restaurants, and customer loyalty. Dr. Shoemaker has also applied his knowledge of hospitality to help healthcare professionals improve patient satisfaction.  He has held a joint appointment at MD Anderson Cancer Center in Houston, TX and worked with Memorial Healthcare Systems, Houston. His third book Hospitable Healthcare: Just What the Patient Ordered will be published in Spring 2023. Resources from this Episode:  Website Dr. Shoemaker's LinkedIn   Follow Dr. Karen Litzy on Social Media: Karen's Twitter Karen's Instagram Karen's LinkedIn   Subscribe to Healthy, Wealthy & Smart: YouTube Website Apple Podcast Spotify SoundCloud Stitcher iHeart Radio      

In this podcast, Dr. Stowe Shoemaker talks about Hospitality Education at Harrah College of Hospitality at the University of Nevada Las Vegas.  Stowe has been in hospitality education for over 25 years and in this podcast he shares his insights into how the hospitality field is changing and the importance of hospitality schools keeping up with an ever-changing the industry.  Dr. Shoemaker (Ph.D., Cornell University) recently transitioned to the UNLV Office of Philanthropy and Alumni Engagement after a decade of service as dean of the UNLV Harrah College of Hospitality.  He is an acknowledged expert in pricing, revenue management, consumer behaviour and customer loyalty programs. Dr. Shoemaker has served as an advisor to numerous hospitality service providers over the course of his career including British Airways, Accor, Hilton, Landry's and Hyatt.  He has helped game developers test market new casino games (both slots and table games), developed pricing strategies, developed programs to measure customer satisfaction, modelled the success and failure of marketing programs, and developed segmentation strategies based on consumer motivations in the gaming, lodging and restaurant industries. In addition to this, he has published two marketing textbooks, Marketing Leadership in Hospitality and Tourism: Strategies and Tactics for a Competitive Advantage and Marketing Essentials in Hospitality and Tourism: Foundations and Practices, and his research has won numerous awards. Since 1996 Dr. Shoemaker has served as a member of the executive education faculty at Cornell University where he has taught courses in strategic pricing, revenue management, strategic marketing for hotels and restaurants, and customer loyalty. Dr. Shoemaker has also applied his knowledge of hospitality to help healthcare professionals improve patient satisfaction.  He has held a joint appointment at MD Anderson Cancer Center in Houston, TX and worked with Memorial Healthcare Systems, Houston. His third book, Hospitable Healthcare: Just What the Patient Ordered, will be  launched on September 5th 2023 and can be preordered on Amazon and Barnes and Noble.

I'm joined today by Stowe Shoemaker, Dean at the UNLV William F. Harrah College of Hospitality, to hear about some of the ways that UNLV is pushing the hospitality industry forward through education. The most striking factor about the hospitality education program that Stowe runs, is that it's not simply tacked on to the business school curriculum like so many similar programs around the country. While business knowledge is an important part of leading any hotel or restaurant, what sets Stowe's program apart is its emphasis on service, the lifeblood of the hospitality industry. Stowe is far more interested in teaching his students how to excel at customer service. The numbers game that comes with running a business comes secondary to that education. This is driving a change in the hospitality culture. Students of the program are attracted to the course because of their passion for service and hospitality, not because they're looking for an entry-level job. Being a dishwasher isn't just a job, but part of a rotational internship meant to provide a holistic education in hospitality. These future leaders are learning to embody the spirit of the industry they love. Stowe Shoemaker UNLV UNLV - LinkedIn William F. Harrah College of Hospitality William F. Harrah College of Hospitality - LinkedIn Chris Cano Upshift If you enjoyed today's show, please leave a 5-Star review. For more information and links to all of the resources mentioned in today's episode, visit HospitalityLeaderspodcast.com.

In this episode, we met the Dean of William F. Harrah College of Hospitality at UNLV, Stowe Shoemaker. Dean Shoemaker is also an Honorary board member of the Epicurean Charitable Foundation. He updates on what UNLV Hospitality is doing to improve remote learning for students during the COVID pandemic. Dean gives great advice on how to have an amazing college experience and make the most out of your education. Since college is quite expensive, students should consider changing their mentality from passively completing work to actively being engaged. Rather than “just getting a degree”, “get an education”. Keep up with UNLV Hospitality events: https://www.unlv.edu/hospitality/event Follow UNLV Hospitality on social media: @unlvhospitality - FB, Twitter, Instagram, LinkedIn BONUS: A fun activity at the end. Got a question you want to be answered on the podcast? Email us at hello@justsayin.site a question or message us a recording about hospitality to be featured. Keep in contact! https://www.justsayin.site https://www.youtube.com/channel/UCAynHNYeb7HJI5r71u7PqJA?view_as=subscriber https://www.linkedin.com/company/just-sayin https://www.instagram.com/justsayinhospitality/ https://vm.tiktok.com/JLLaHD3/ https://www.pinterest.com/justsayinhospitality/ Support us! https://anchor.fm/just-sayin-js/support --- Send in a voice message: https://podcasters.spotify.com/pod/show/just-sayin-js/message Support this podcast: https://podcasters.spotify.com/pod/show/just-sayin-js/support