Podcasts about ucla health system

Listen as Raven Heyward, founder and host of DiversifyHER, converses with Shaunté Kinch. Shaunté Kinch, CEO of Empact Global and an expert with over 20 years of experience in healthcare and aerospace engineering. Kinch, a transformative force in healthcare, holds a Master's in Mechanical Engineering and certifications in Lean Practice, Project Management, and Systems Engineering. Her impactful work at Stanford Hospital and UCLA Health System focused on improving clinical quality and patient satisfaction. Kinch's innovative approach includes leveraging AI for equitable access to quality care. As an Innovation Architect with NASA, she applies her problem-solving skills to address significant challenges. Kinch's leadership has earned her accolades, such as Profiles in Diversity's Black Leadership Award and the 2020 Working Mother of the Year, showcasing her commitment to global change through empathy and ingenuity.Connect with Shaunté:Linkedin: Shaunté Kinch Website: https://www.empactglobal.com/

Dr. Joseph Michelli breaks down the most impactful ways to optimize the customer experience in your business.WANT THE FULL EPISODE? Check out yesterday's episode, Ep.92 I Dr. Joseph Michelli I Deciding to Optimize Customer Experience, or download it using this link. KEY TOPICS Building resources as you make bold decisions.Becoming genuinely interested in your customers.Why personalization isn't the single solution for improving client experience.What you want your business to be known for.Empowering your employees.What your customers are seeking from you. CONNECT WITH USwww.decidedlypodcast.com Join us on Instagram: @decidedlypodcast Join us on FacebookShawn's Instagram: @shawn_d_smith Sanger's Instagram: @sangersmith MAKING A FINANCIAL DECISION?At Decidedly Wealth Management, we focus on decision-making as the foundational element of success, in our effort to empower families to purposefully apply their wealth to fulfill their values and build a thriving legacy. LEARN MOREwww.decidedlywealth.comSUBSCRIBE TO OUR WEEKLY DECISION-MAKING TIP EMAIL Join us every Wednesday for more strategies to DEFEAT bad decision-making - one episode at a time! CONNECT WITH DR. JOSEPH MICHELLIWebsite: https://www.josephmichelli.com/ Books: https://www.josephmichelli.com/bestsellers/ Podcast: https://open.spotify.com/show/2H8Rz1uCMu9giW70vYMERo Blog: https://www.josephmichelli.com/blog/ Instagram: @josephmichelli Facebook: https://www.facebook.com/TheMichelliExperience Twitter: @josephmichelli LinkedIn: https://www.linkedin.com/in/josephmichelli/ 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 frontline 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 latest book is Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges. Joseph's other titles include 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 Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World-Famous" Pike Place Fish Market in Seattle. Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a member of the Authors Guild, an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ) and is on the founders' council of CustomerExperienceOne. Other achievements include winning the Asian Brand Excellence Award and being named one of the Top 10 thought leaders in Customer Service by Global Gurus. He received his master's and doctorate from the University of Southern California. Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger.

Dr. Joseph Michelli breaks down the most impactful ways to optimize the customer experience in your business. KEY TOPICS Building resources as you make bold decisions.Becoming genuinely interested in your customers.Why personalization isn't the single solution for improving client experience.What you want your business to be known for.Empowering your employees.What your customers are seeking from you.DON'T HAVE TIME FOR THE FULL EPISODE? Check out the 6-minute highlight clip, Ep.92 HIGHLIGHT I Providing your team freedom within boundaries. You can download it directly using this link. CONNECT WITH USwww.decidedlypodcast.com Join us on Instagram: @decidedlypodcast Join us on FacebookShawn's Instagram: @shawn_d_smith Sanger's Instagram: @sangersmith MAKING A FINANCIAL DECISION?At Decidedly Wealth Management, we focus on decision-making as the foundational element of success, in our effort to empower families to purposefully apply their wealth to fulfill their values and build a thriving legacy. LEARN MOREwww.decidedlywealth.comSUBSCRIBE TO OUR WEEKLY DECISION-MAKING TIP EMAIL Join us every Wednesday for more strategies to DEFEAT bad decision-making - one episode at a time! CONNECT WITH DR. JOSEPH MICHELLIWebsite: https://www.josephmichelli.com/ Books: https://www.josephmichelli.com/bestsellers/ Podcast: https://open.spotify.com/show/2H8Rz1uCMu9giW70vYMERo Blog: https://www.josephmichelli.com/blog/ Instagram: @josephmichelli Facebook: https://www.facebook.com/TheMichelliExperience Twitter: @josephmichelli LinkedIn: https://www.linkedin.com/in/josephmichelli/ 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 frontline 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 latest book is Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges. Joseph's other titles include 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 Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World-Famous" Pike Place Fish Market in Seattle. Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a member of the Authors Guild, an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ) and is on the founders' council of CustomerExperienceOne. Other achievements include winning the Asian Brand Excellence Award and being named one of the Top 10 thought leaders in Customer Service by Global Gurus. He received his master's and doctorate from the University of Southern California. Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger.

The pandemic hasn't really been fun for anyone. We've seen cities shut down, businesses go under, and economic instability abound. But it has given us some lessons that will help keep businesses strong moving forward. Adam Schroeder and Naresh Vissa talk with Dr. Joseph Michelli about what exactly those things are and how you can implement them in your business. Dr. Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant. Dr. Michelli is the author of numerous national bestsellers, including The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company, the New York Times #1 bestseller Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System, and the new book STRONGER THROUGH ADVERSITY: World-Class Leaders Share Pandemic-tested Lessons On Thriving During The Toughest Challenges. He was named as one of the Top 10 thought leaders in Customer Service by Global Gurus. His new book is The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Dr. Michelli is an opinion columnist for the CEOWORLD magazine. Website: www.Patreon.com/WorkFromHomeShow www.AirbnbWay.com www.JosephMichelli.com www.WorkFromHomeShow.com

Tom Robertson, Executive Director of the Vizient Research Institute discusses the challenges of balancing research and patient care with Johnese Spisso, who before taking on her current role as President of UCLA Health, spent 22 years at UW Medicine in Seattle, another academic medical center in the top tier of research funding by the National Institutes of Health. Johnese describes UCLA's innovation center, designed to bring new clinical discoveries to the bedside, and a purposeful focus of philanthropy on the translation of innovation into improved patient care, exemplified by UCLA's recent ranking on the U.S. News and World Report's honor roll.   Guest speaker: Johnese Spisso, RN, MPA President, UCLA Health CEO, UCLA Hospital System    Moderator: Tom Robertson Executive Director Vizient Research Institute   Show Notes: [0:55] UCLA Health System's high rankings with the U.S. News & World Report [2:30] UCLA focuses on delivering patient safety and performance improvement plan, not rankings [3:55] MOVERS dashboard: Mortality, Outcomes, Value-based care, Experience of the patient and family and quality measure for Readmissions. It is reviewed monthly by department chairs. [4:53] UCLA relies on Vizient to lead them through the quality, safety and service rankings; the ability to benchmark against similar academic medical centers and to be able to share ideas and lessons learned with peers has been invaluable [6:56] All academic medical centers need to do more work on health equity [7:37] Balancing priorities between research and patient care [9:38] UCLA started an innovation center to develop new therapies, new technologies that are coming forward from bench to bedside.  It also created a bio design program to take clinical ideas from thought to commercialization. [10:55] UCLA has patient and family advisory councils for innovations [11:15] COVID has allowed the public to see the value of the investment in research because UCLA was able to bring COVID tests and participate in clinical trials faster than before. [12:40] Philanthropy is investing in innovation to advance health care forward. [14:00] Hospital systems struggle to consolidate clinical programs to reduce variation and cost   Links | Resources: Johnese Spisso biographical information   Subscribe Today! Apple Podcasts Amazon Podcasts Google Podcasts Android Spotify Stitcher RSS Feed

Although the COVID-19 pandemic is far from over, it's never too early to start planning for the next global health crisis. What have we learned as pathologists and laboratory professionals over the last 18 months? And how can we apply these key learnings to prepare for the next pandemic? On this episode of Inside the Lab, our hosts Dr. Lotte Mulder and Ms. Kelly Swails are joined by Dr. Omai Garner, PhD, Associate Clinical Professor and Director of Clinical Microbiology in the UCLA Health System, Dr. Karen Kaul, MD, PhD, Chair of the Department of Pathology and Laboratory Medicine at North Shore Research Institute and Clinical Professor of Pathology at the University of Chicago Pritzker School of Medicine, and Dr. Keith Jerome, MD, PhD, Head of the University of Washington Virology Laboratory and Professor at Fred Hutchinson Cancer Resource Center, to discuss the next pandemic. Our panelists share the lessons they've learned through the COVID-19 pandemic, describing the characteristics of their labs that proved beneficial and how the visibility of laboratory medicine shifted since the onset of the pandemic. They explore what tests or assays they might need to prepare for the next pandemic and offer insight on what we can do to ensure that labs have access to those resources. Listen in for Dr. Garner, Dr. Kaul, and Dr. Jerome's take on what aspects of medical care improved as a result of the COVID response and learn why it's crucial to remember that we're still in the midst of the current crisis. Topics Covered  · The biggest lessons learned throughout the COVID pandemic· What the panelists would do differently in their own labs if they could do it over again· How public health officials and private health systems can work together to provide rapid and seamless lab testing in the future· What we can do to ensure that labs have access to the resources they need for the next pandemic· The increased understanding of the value of pathology and laboratory medicine in institutions and among the general public through COVID· What aspects of medical care improved as a result of the COVID response· The role the lab plays in the dissemination of reliable information and what we can do to improve· Why it's crucial to remember that we're still in the midst of the current pandemicConnect with ASCP ASCPASCP on FacebookASCP on InstagramASCP on Twitter Connect with Dr. GarnerDr. Garner at TwitterDr. Garner at UCLA Health Connect with Dr. KaulDr. Kaul on TwitterDr. Kaul at North Shore Connect with Dr. JeromeDr. Jerome on LinkedInDr. Jerome at the University of Washington Connect with Dr. Mulder & Ms. SwailsDr. Mulder on TwitterMs. Swails on Twitter ResourcesInside the Lab in the ASCP Store 

Mark Wietecha, CEO of Children's Hospital Association, joins Innovators to talk about the progress made in pediatric research and what he expects from his organization and children's hospitals around the country in the coming years. From the Children's Hospital's website: Mark is CEO of Children's Hospital Association (CHA), representing over 200 children's hospitals and major pediatric programs with a mission to improve child health through innovation in care, education, and research. CHA advances these aims by leading and supporting national collaboration in public policy and pediatric practice improving the access, quality, and costs of care for children.   Prior to joining CHA, Mark was a management consultant with Kurt Salmon Associates, where he served as the firm's executive chairman, responsible for over 2,000 professionals working across five continents in six languages. His professional work in both adult academic and pediatric medicine has been recognized as among the best in the country, and he has advised most of the U.S. News & World Report “Best” medical centers and children's hospitals. Mark has been named among the nation's “Most Influential Consultants” by Consulting Magazine and as one of the "5 Healthcare Leaders to Know" by Becker's Review.  He is a regular presenter on the future of health care and cited in such media as the New York Times, Wall Street Journal, Politico, and National Public Radio. Mark currently serves on the boards of the Children's Hospital Association, the Council of Teaching Hospitals and Health Systems of the AAMC, the Coalition to Protect America's Health Care, the National Foundation to End Child Abuse and Neglect, OpenNotes, an organization advancing greater patient engagement in their own care, and Virtual PICU Systems, where he is past chairman of the board. He serves on the advisory boards of the Child and Adolescent Health Measurement Initiative at the Johns Hopkins University, the University of Michigan's CMS national quality initiative, and the New York University Sala Institute, with a mission to integrate pediatric care across a large academic teaching hospital. Mark is a former trustee and past chairman of the board of overseers of the UCLA Health System, a former director and past deputy chairman of the board of Management Consulting Group, a public London-listed company, and a former director and past chairman of the board of Kurt Salmon Associates.   Mark's academic training includes a Master of Science in pharmacology from The Ohio State University and a Master of Business Administration from Indiana University. He is based in Washington, D.C. Innovators is a podcast production of Harris Search.  *The views and opinions shared by the guests on Innovators do not necessarily reflect the views of the interviewee's institution or organization.*

Mark Wietecha, CEO of Children's Hospital Association, joins Innovators to talk about the progress made in pediatric research and what he expects from his organization and children's hospitals around the country in the coming years. From the Children's Hospital's website: Mark is CEO of Children's Hospital Association (CHA), representing over 200 children's hospitals and major pediatric programs with a mission to improve child health through innovation in care, education, and research. CHA advances these aims by leading and supporting national collaboration in public policy and pediatric practice improving the access, quality, and costs of care for children.   Prior to joining CHA, Mark was a management consultant with Kurt Salmon Associates, where he served as the firm's executive chairman, responsible for over 2,000 professionals working across five continents in six languages. His professional work in both adult academic and pediatric medicine has been recognized as among the best in the country, and he has advised most of the U.S. News & World Report “Best” medical centers and children's hospitals. Mark has been named among the nation's “Most Influential Consultants” by Consulting Magazine and as one of the "5 Healthcare Leaders to Know" by Becker's Review.  He is a regular presenter on the future of health care and cited in such media as the New York Times, Wall Street Journal, Politico, and National Public Radio. Mark currently serves on the boards of the Children's Hospital Association, the Council of Teaching Hospitals and Health Systems of the AAMC, the Coalition to Protect America's Health Care, the National Foundation to End Child Abuse and Neglect, OpenNotes, an organization advancing greater patient engagement in their own care, and Virtual PICU Systems, where he is past chairman of the board. He serves on the advisory boards of the Child and Adolescent Health Measurement Initiative at the Johns Hopkins University, the University of Michigan's CMS national quality initiative, and the New York University Sala Institute, with a mission to integrate pediatric care across a large academic teaching hospital. Mark is a former trustee and past chairman of the board of overseers of the UCLA Health System, a former director and past deputy chairman of the board of Management Consulting Group, a public London-listed company, and a former director and past chairman of the board of Kurt Salmon Associates.   Mark's academic training includes a Master of Science in pharmacology from The Ohio State University and a Master of Business Administration from Indiana University. He is based in Washington, D.C. Innovators is a podcast production of Harris Search.  *The views and opinions shared by the guests on Innovators do not necessarily reflect the views of the interviewee's institution or organization.*

About 46 million Americans are now fully vaccinated against COVID-19 — some 18% of all U.S. adults — according to the Centers for Disease Control. California state data says about 17% of residents here are fully vaccinated.  As more people get their shots and more businesses reopen, a lot of people want to know: Now what? How much of our lives can we resume? We can go to the movie theater, go to the gym, and eat at a restaurant indoors — but should we?  KCRW asked listeners to send questions about what you should and shouldn’t do once you’re fully vaccinated. To help answer them, we turn to Dr. Monica Gandhi, an infectious disease researcher at UC San Francisco; Joseph Allen from Harvard’s T.H. Chan School of Public Health; and Omai Garner of the UCLA Health System.

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 frontline workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielsen BookScan, and New York Times #1 bestselling author. His latest book is Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges. Joseph's other titles include 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 Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary; The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company; and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the “World-Famous” Pike Place Fish Market in Seattle. Dr. Michelli holds the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a member of the Authors Guild, an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ), and is on the founders' council of CustomerExperienceOne. Other achievements include winning the Asian Brand Excellence Award and being named as one of the Top 10 thought leaders in Customer Service by Global Gurus. He received his master's and a doctorate from the University of Southern California. Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger. What you'll learn about in this episode: How Dr. Michelli created for himself an opportunity to break out of working in the corporate world and become an independent consultant Why one of the fundamental keys to getting out of a corporate job and working for yourself is understanding the process of serving customers in a profitable way Why it is important to create an experience that encourages your customers to stay with you for the long haul What actionable steps Dr. Michelli recommends to anyone who wants to navigate difficult challenges, and why asking “what if” can be a powerful tool Why it is important to find a mentor or coach you can trust and then stick with them, building a fruitful relationship and learning everything you can Why it is important to make rock-solid promises you can deliver on, and how the Ritz-Carlton Hotel in Dubai can teach an important lesson on overvaluing customers How Dr. Michelli realized the important lesson that he doesn't need to know everything or always have an answer Why empathy is a powerful skill to develop to help you better understand the journey your customers experience working with you How to deal with Imposter Syndrome and accept your flaws and still recognize the value that you offer others Resources: Website: www.josephmichelli.com Facebook: www.facebook.com/TheMichelliExperience LinkedIn: www.linkedin.com/in/josephmichelli/ LinkedIn: www.linkedin.com/company/the-michelli-experience/about/ Twitter: @josephmichelli Additional resources: Real Estate on Your Terms by Chris Prefontaine SmartRealEstateCoachPodcast.com/webinar SmartRealEstateCoachPodcast.com/ebook SmartRealEstateCoach.com/QLS Smart Real Estate Coach Podcast Sponsor: Paul G. Dion CPA, CTC  

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 frontline 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 latest book is Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges. Joseph’s other titles include 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 Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World-Famous" Pike Place Fish Market in Seattle.Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a member of the Authors Guild, an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ), and is on the founders' council of CustomerExperienceOne. Other achievements include winning the Asian Brand Excellence Award and being named as one of the Top 10 thought leaders in Customer Service by Global Gurus. He received his master's and doctorate from the University of Southern California.Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger. Follow cityCURRENT: www.cityCURRENT.newsFollow Dr. Joseph Michelli online: https://www.josephmichelli.com/Order Dr. Michelli's latest book, Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges: https://amzn.to/2IxQHaZ

Host Jeremy C. Park talks with Dr. Joseph Michelli, who highlights his new book, "Stronger Through Adversity," which is available for pre-sale now through mid-December 2020. The book is the synthesis of conversations Dr. Michelli conducted throughout the pandemic with more than 140 CEOs and senior leaders from nonprofits, public safety organizations, and global brands like Starbucks, Lexus, Airbnb, Barron's, Godiva, Salesforce, and PwC. It offers insight on leadership, self-care, how to effectively manage uncertainty, the art of transparent and authentic communication, and much more. A portion of the book's royalties is also going to Direct Relief, an international organization providing food and supplies to those most affected by the virus.About Dr. Michelli: 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 frontline 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 latest book is The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Joseph's other titles include 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 Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World-Famous" Pike Place Fish Market in Seattle.Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a member of the Authors Guild, an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ), and is on the founders' council of CustomerExperienceOne. Other achievements include winning the Asian Brand Excellence Award and being named as one of the Top 10 thought leaders in Customer Service by Global Gurus. He received his master's and doctorate from the University of Southern California.Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger.Visit www.StrongerThroughAdversity.com  to learn more and pre-order your book.

End of Life Care & Dementia with Jeannie Meyer, Clinical Nurse Specialist in Palliative Care at UCLA Health System.Jeannie Meyer started her healthcare career as a Nurse’s Aide doing long-term care, then as an LVN in Critical Care. She obtained her BSN and MSN from University of Texas Health Science Center in San Antonio and has been a Clinical Nurse Specialist since 2000, with national certifications in Critical Care, Progressive Care and Palliative Care. She has presented at a state and national level on multiple Palliative Care topics, including presentations for National Association of CNSs and American Association of Critical Care Nurses. Jeannie is currently the Clinical Nurse Specialist in Palliative Care at UCLA Healthsystem and President of the Hospice and Palliative Nurses’ Association Los Angeles Regional Chapter (HPNA-LARC).

Dr. Joseph Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant. Dr. Joseph Michelli is the author of numerous national bestsellers, including The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a   Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company, and the New York Times #1 bestseller Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System.  He was named as one of the Top 10 thought leaders in Customer Service by Global Gurus. His new book is The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Dr. Michelli is an opinion columnist for the CEOWORLD magazine. Podcast Highlights   Who is Joseph Michelli?    Joseph was a kid raised in a small town in Colorado and his parents imparted a key lesson to him when he was young. Namely, the responsibility of being raised in that family was that he would give more to the world than he took, and if he did the world would give more to him than he could ask for. Being accepted into graduate school was quite an achievement for Joseph, no one else in his family had graduated from college at the time. He was pretty focused on his own success in his career for a while until he realized that it wasn’t really about him at all, it’s about telling the stories of the clients he worked with as a consultant. Ultimately, those experiences helped Joseph write books about other people to tell their stories. All of the art of success is taking great principles and celebrating the victories of people you work with and people who are doing inspiring things in the world. The world is hungry for uplifting positive leadership and tools that enable them to experience their own greatness.   Inspiring Greatness   We are in a world where short term rentals have blown up and AirBnB is a point in that journey. They created a marketplace that unlocked incredible potential for millions of people and now they are on the same playing field as historical giants like Marriott.   What is hospitality?   Hospitality is taking the basics of service like being responsive, acting with urgency, get it right and make it right, and consistency, and then adding on the understanding of human needs that go beyond a transaction. It’s about an emotional experience where someone cared for and about me in a world that is often very lonely and strange. The real estate itself is the table stakes of getting into the game. The experience is far more important and that’s the element that’s missing in the corporate way of doing things. In many ways the big hospitality companies are trying to emulate the more successful short term rental operations. Solopreneurs will always have an edge over massive businesses because they’re more nimble and can provide a more

Dr. Joseph Michelli is an internationally sought-after public speaker, organizational consultant, and a #1 New York Times bestselling business author who has worked with and written about customer-centric organizations such as Starbucks, Zappos, UCLA Health System, The Ritz-Carlton Hotel Company and Mercedes-Benz USA.

When Dr. David Feinberg joined UCLA Health System many years ago as a psychiatrist, he wasn’t expecting to one day lead the organization.  However, after becoming CEO during a period of cratering patient satisfaction scores, Dr. Feinberg helped engineer one of the most incredible and well-documented cultural transformations in healthcare, establishing UCLA as one of the top 3-5 hospitals in the nation in the process.  While he’d quickly rebut that he was only a piece of the transformation, his ongoing routine of daily patient visits and emphasis on their satisfaction nevertheless inspired a book and a TEDTalk documenting UCLA’s success.  Now President and CEO of Geisinger Health in Pennsylvania, Dr. Feinberg oversees innovative programs like refunds for unhappy patients and genetic testing for entire populations, continuing an opportunistic vision that has served so many for good.

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

Jamie Beckland VP of marketing and customer success for Janrain, a Portland Oregon based Customer Profile Management platform.  Janrain helps companies build a unified view of customers across their devices by collecting their profile data to power personalized marketing.  Janrain powers customer profile management for brands like Universal Music Group, Pfizer, Samsung, Whole Foods, Fox News, Philips, Marvel, Mattel and Dr. Pepper Peter Brown professor at McGill University in Montreal.  He is the Director the a new initiative called “Economics for the Anthropocene: Re-grounding the human/Earth Relationship,” which is a partnership involving McGill, the University of Vermont and York University in Toronto.   The partnership is centered around the idea that the economy must be designed to respect the Earth and be designed and operated in a way that restores and enables a flourishing Earth Jeff Berner has been an active fine art, portrait, editorial and multimedia photographer since 1968. His work includes hot-air ballooning, portrait assignments, ocean-going yacht racing, open-heart surgery, book and magazine illustration, and travel photography. Berner is the author of numerous books, including The Photographic Experience,The Nikon Touch Photography Guide; The Holography Book  and The Innerspace Project Dr. Joseph Michelli internationally sought-after public speaker, organizational consultant, and a  #1 New York Times bestselling business author who has worked with and written about customer-centric organizations such as Starbucks, Zappos, UCLA Health System, The Ritz-Carlton Hotel Company and the World Famous Pike Place Fish Market in Seattle, Washington

Floyd Smith CEO of Petron Energy II, Inc., the stock symbol is “PEII” the company is in the oil and gas space Steve Walsh Executive Vice President, Local Market Television. Rentrak is the leader in measuring movies and TV everywhere Steve has been in the business of measuring consumer behavior for over 25 years His mission is to give stations and agencies a better understanding of consumers and what products they purchase Michael Beer professor emeritus at the Harvard Business School where he taught for 30 years. He is now chairman of TruePoint a a management consultancy that Mike co-founded. The firm helps senior team align their organizations for performance and commitment. Mike is also  chairman of the Center for Higher Ambition, a not for profit organization whose members are CEOs/companies dedicated to building high commitment, high performance companies who do well by doing good Rich McBee President and Chief Executive Officer of Mitel®, leading Mitel's strategy, business performance, and global execution. He is responsible for advancing Mitel's evolution and leadership in the business communications market, driving revenue growth and profitability, and devising and executing business strategies and corporate policies Dr. Joseph Michelli internationally sought-after public speaker, organizational consultant, and a  #1 New York Times bestselling business author who has worked with and written about customer-centric organizations such as Starbucks, Zappos, UCLA Health System, The Ritz-Carlton Hotel Company and the World Famous Pike Place Fish Market in Seattle, Washington

Kathryn interviews award-winning author Mark Matousek on his book “Ethical Wisdom for Friends: How to Navigate Life's Most Complicated, Curious, and Common Relationship Dilemmas”. Recognizing that relationships with friends are vital to our health and happiness, Matousek draws on personal experience, interviews, and letters from readers to refine the do's and don'ts of friendship. A featured blogger for The Huffington Post and Psychology Today, Matousek's work has appeared in The New Yorker, AARP, and O: The Oprah Magazine. Kathryn also interviews Program Manager Melanie A. Gideon and SPC Joseph Paulk from UCLA's Operation Mend, offering returning military personnel with severe facial and other medical injuries access to the nation's top plastic and reconstructive surgeons. Established in 2007, Operation Mend combines the best military resources with the skills of UCLA Health System, Brooke Army Medical Center (BAMC), and the VA-Greater Los Angeles Healthcare System.

Kathryn interviews award-winning author Mark Matousek on his book “Ethical Wisdom for Friends: How to Navigate Life's Most Complicated, Curious, and Common Relationship Dilemmas”. Recognizing that relationships with friends are vital to our health and happiness, Matousek draws on personal experience, interviews, and letters from readers to refine the do's and don'ts of friendship. A featured blogger for The Huffington Post and Psychology Today, Matousek's work has appeared in The New Yorker, AARP, and O: The Oprah Magazine. Kathryn also interviews Program Manager Melanie A. Gideon and SPC Joseph Paulk from UCLA's Operation Mend, offering returning military personnel with severe facial and other medical injuries access to the nation's top plastic and reconstructive surgeons. Established in 2007, Operation Mend combines the best military resources with the skills of UCLA Health System, Brooke Army Medical Center (BAMC), and the VA-Greater Los Angeles Healthcare System.

Dr. Linda McCarthy has a Ph.D in Metaphysical Counseling,and  is a Board Certified Life Strategies Coach with the American Assn. of Drugless Practitioners. She is a member of the American Holistic Medical Assn.,and a Co-Author of the #1 best-selling book “The Wellness Code”. Linda is also an inspirational speaker, featured contributor to online magazines, and winner of the Editor's Choice Award for the Wellness Code. Dr. Joseph Michelli  internationally sought-after public speaker, organizational consultant, and a  #1 New York Times bestselling business author who has worked with and written about customer-centric organizations such as Starbucks, Zappos, UCLA Health System, The Ritz-Carlton Hotel Company and the World Famous Pike Place Fish Market in Seattle, Washington. Orrin Woodward co-authored two NY Times bestsellers - LeaderShift & Launching a Leadership Revolution. His first solo book RESOLVED: 13 Resolutions for LIFE made the Top 100 All-Time Best Leadership Books List and the resolutions are the framework for the top-selling Mental Fitness Challenge personal development program. Orrin has co-founded two multi-million dollar leadership companies and serves as the Chairman of the Board of LIFE.   Francis Jackson is an attorney who specializes in disability law for those seeking veterans disability benefits and social security disability benefits.  A founding partner of Jackson & MacNichol, he has been featured on NBC, CBS, ABC and FOX network affiliates around the country.  He most recently appeared as a guest of Ben Glass on the “Consumer Advocate” show discussing benefits for veterans and social security disability benefits and how his practice allows him to make a difference in the lives of people facing disabilities.

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.

Guest: J. Randolph Hecht, MD Host: Jay Goldstein, MD How have treatments for colorectal and pancreatic cancers advanced in recent years, and are novel treatments reducing the mortality rate of patients with these cancers? Dr. J. Randolph Hecht, director of the GI Oncology Program at the UCLA Health System and clinical professor of medicine in the hematology-oncology division at the UCLA David Geffen School of Medicine, looks at some of the newer pharmacological agents and methods being used to treat these gastrointestinal cancers. Dr. Jay Goldstein hosts.

Guest: J. Randolph Hecht, MD Host: Jay Goldstein, MD How have treatments for colorectal and pancreatic cancers advanced in recent years, and are novel treatments reducing the mortality rate of patients with these cancers? Dr. J. Randolph Hecht, director of the GI Oncology Program at the UCLA Health System and clinical professor of medicine in the hematology-oncology division at the UCLA David Geffen School of Medicine, looks at some of the newer pharmacological agents and methods being used to treat these gastrointestinal cancers. Dr. Jay Goldstein hosts.