Podcasts about universal studios

Today we head on down to the internet Imbibery, to drink our cares away and talk funny about all things theme parks. This week Adriane tells Ryan all about her Holidazed trip to the hap hap happiest place on earth this side of the nut house. This is a two - in - one parter so we get to hear all about the pre trip plans and then through the channeling of cosmic rewind and an audio delay, we get to hear all about the reality of how this trip really went down. The terrific twosome also talk holidays, Jollywoods,  sea world and bountiful bounding. Will the ho hoe holiday vibes of Shamu and the studios make up for being misled under the mistletoe?...  To find out, you just gotta listen in. Drunk Distory, The Dark Ride, Funny, Comedy, Comedians, Adult Disney Podcast, Adult Universal Podcast, Adult Themepark Podcast, Vacation, Universal Studios Orlando, Disney Vacation, suns out guns out, Disney Hollywood Studios, Magic Kingdom, EPCOT, epcot, Animal Kingdom, Rides, Seaworld, Jollywood Nights, Shamu, History, booze, Theme Park Podcast, Orlando, Amusement Park, Drinking Game Podcast, Universal Studios, Islands of Adventure

Jeremy is joined by Scott Atwood of The Main Street Mouse and House of Mouse Expo to talk all about the past, present, and future of Disney movies, parks, resorts and more.Follow Us on Social MediaFacebook GroupFacebook: @MainStMagicTwitter: @MainStMagicInstagram: @MainStMagicVisit Us Onlinewww.MainStMagic.comwww.WonderlandCrew.comwww.MainStreetShirts.comGet Dining Alerts!Find last-minute and hard-to-find Disney dining reservations with MouseDining.com! Get text and email alerts when popular theme park dining reservations open up. Get last-minute seating! Get the next table! Set your alerts now! Get the next reservation!Visit our Partnerswww.MSMFriends.comGet a FREE vacation quote to your favorite destinationMainStMagicTravel.com for a free quoteThanks to TFresh Productions for our theme song

The Orlando Magic remain the hottest team in the NBA on an 8 game winning streak, after wins this week against the Charlotte Hornets and Washington Wizards. Geraint and Paul are joined by one of our Patrons Angus Craig to talk about the 13-5 start, their disappoint of the Magic narrowly missing out on a quarter-final spot in the NBA In-Season Tournament and more. 04:21 - NBA In-Season Tournament 13:10 - Replacement Games 19:33 - Hornets Recap 27:15 - Wizards Recap 38:14 - Paolo Banchero Eastern Conference Player of The Week 44:33 - NBA Power Rankings 54:17 - Weekly Predictions Welcome to our weekly podcast covering the Orlando Magic with your hosts Paul Bacon, Mikey Clark, Geraint Jones and Gary Craggs. Planning Your Next Holiday to Orlando? Then check out our partner Attraction Tickets to buy your Orlando Magic tickets, theme park and attraction tickets to DisneyWorld, Universal Studios, Seaworld and more. Visit: ⁠www.AttractionTickets.com⁠ Subscribe to our Patreon for exclusive content and benefits:⁠⁠⁠ ⁠www.patreon.com/letstalkmagic⁠⁠⁠⁠  Shop Let's Talk Magic Merch: ⁠⁠⁠⁠www.letstalkmagic.teemill.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Shop NBA Store EU: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://nbastore.vwz6.net/X6kjg⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ (Use discount code MAGICUK10 for 10% off) Shop Fanatics UK: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://fanatics.ncw6.net/RAbNX⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ (Use discount code MAGICUK10 for 10% off) Follow Let's Talk Magic on Social Media: Facebook: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.facebook.com/_letstalkmagicpod⁠⁠⁠⁠ Instagram: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.instagram.com/_letstalkmagic⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ TikTok: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.tiktok.com/@_letstalkmagic⁠⁠⁠⁠ X: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.twitter.com/_letstalkmagic⁠⁠⁠⁠  Website: ⁠⁠⁠⁠www.letstalkmagic.com⁠⁠⁠⁠

When Jay Samit was in his early 20s, he maxed out his credit cards designing a new machine for reading lottery tickets. However, his design was beaten by a competitor who was bribing the judges. When he flew back to L.A., he realized that his kiosk design would be perfect for airports. He turned his failure into an opportunity to solve another problem. Since then, Jay has been helping business owners and leaders solve problems by teaching them how to develop a disruptive mindset. In this episode of YAPClassic, Jay breaks down how to cultivate a disruptive mindset in both your professional and personal life.  Jay Samit is an entrepreneur, thought leader, and international bestselling author. He is widely recognized as one of the world's leading experts on disruption and innovation. He raises hundreds of millions of dollars for startups, sells companies to Fortune 500 companies, and transforms entire industries with his expertise in disruption and entrepreneurship.  In this episode, Hala and Jay will discuss:  - Jay's definition of a disruptive business - How Jay invented the airport kiosk - An exercise you can do to practice disruptive innovation - How to develop 90 business ideas in 30 days - Why you should kill your business ideas - Failing vs. failure - Why do most restaurants fail? - The importance of internal disruption - How to rewire negative conditioning  - Why “no money” is no excuse - The science of positive thinking - How to stand out in the age of AI - And other topics… Jay Samit is a dynamic entrepreneur and intrepreneur who is widely recognized as one of the world's leading experts on disruption and innovation. Described by Wired magazine as “having the coolest job in the industry,” he raises hundreds of millions of dollars for startups, sells companies to Fortune 500 firms, transforms entire industries, revamps government institutions, and for three decades continues to be at the forefront of global trends. A former NASDAQ company CEO and Independent Vice Chairman of Deloitte, Jay helped grow pre-IPO companies such as LinkedIn, held senior management roles at EMI, Sony, and Universal Studios, pioneered breakthrough advancements in mobile video, robotics, internet advertising, e-commerce, social networks, eBooks, and digital music that are used by billions of consumers every day. Resources Mentioned:  Jay's Website: https://jaysamit.com/ Jay's Books: https://jaysamit.com/books/ Jay's LinkedIn: https://www.linkedin.com/in/jaysamit/  Jay's X/Twitter: https://twitter.com/jaysamit?lang=en  Jay's Instagram: https://www.instagram.com/jaysamit/  Sponsored By:  Shopify - Sign up for a one-dollar-per-month trial period at youngandprofiting.co/shopify MasterClass - Right now you can get Two Memberships for the Price of One at youngandprofiting.co/masterclass CoPilot - Head to go.mycopilot.com/PROFITING to get a 14 day FREE trial  Rakuten - Start shopping at rakuten.com Relay - Sign up for FREE! Go to relayfi.com/profiting  **Relay is a financial technology company, not an FDIC-insured bank. Banking services and FDIC insurance provided through Evolve Bank & Trust and Thread Bank; Members FDIC. The Relay Visa® Debit Card is issued by Thread Bank pursuant to a license from Visa U.S.A. Inc. and may be used everywhere Visa® debit cards are accepted. More About Young and Profiting Download Transcripts - youngandprofiting.com   Get Sponsorship Deals - youngandprofiting.com/sponsorships Leave a Review - ratethispodcast.com/yap Watch Videos - youtube.com/c/YoungandProfiting Follow Hala Taha LinkedIn - linkedin.com/in/htaha/ Instagram - instagram.com/yapwithhala/ TikTok - tiktok.com/@yapwithhala Twitter - twitter.com/yapwithhala Learn more about YAP Media Agency Services - yapmedia.io/ Join Hala's LinkedIn Masterclass - yapmedia.io/course  Learn more about your ad choices. Visit megaphone.fm/adchoices

Jeremy and Rhonda review their Thanksgiving break trip at Universal Orlando Resort and Epcot, which including family, friends, rides, and meals at VIVO Italian Kitchen and Cowfish.Follow Us on Social MediaFacebook GroupFacebook: @MainStMagicTwitter: @MainStMagicInstagram: @MainStMagicVisit Us Onlinewww.MainStMagic.comwww.WonderlandCrew.comwww.MainStreetShirts.comGet Dining Alerts!Find last-minute and hard-to-find Disney dining reservations with MouseDining.com! Get text and email alerts when popular theme park dining reservations open up. Get last-minute seating! Get the next table! Set your alerts now! Get the next reservation!Visit our Partnerswww.MSMFriends.comGet a FREE vacation quote to your favorite destinationMainStMagicTravel.com for a free quoteThanks to TFresh Productions for our theme song

Comedian Vic Vasquez joins us this week and talks about his experience growing up in L.A. (and around a few other people we know personally), his work for Universal Studios and how he's been in comedy longer than any of his marriages. LINKS (Instagram) Vic Vasquez - @ ComicVic Felipe Esparza - @ FelipeEsparzaComedian Rodrigo Torres - @ RodrigoTorresJr Martin Rizo - @ ComicMartinRizo Get Tickets to laugh with Felipe @ http://FelipesWorld.com

Kellie and Allen unpack their 10-day trip to Orlando. So how was that 22-hour road trip to Orlando for Allen and their boys? After FINALLY arriving, Kellie and Allen and their kids enjoyed non-stop adventures at Disney World, Discovery Cove and Universal Studios. They'll share their honest opinions about the parks and rides, which could be helpful if you're planning a family vacation there, as well. We all know family vacations can lead to some pretty tense moments. Kellie got busted having one with her 17-year-old daughter, while Allen observed quite a few clap backs between random parents and their kids. You'll hear his top four favorites, plus the lesson he learned in all of this. Thank you to our podcast sponsors! Right now, Reliefband is running their biggest sale of the year for Cyber Monday, so head over to Reliefband.com to receive 30% off your purchase plus free shipping.Toss those plastic pans and upgrade your cookware this holiday season with GreenPan. Head to GreenPan.us and use promo code SANDWICH and you'll receive 30% off your entire order, plus free shipping on orders over $99. Make sure you use our promo code SANDWICH or they won't know we sent you!Give the gift of Thrive Causemetics. Luxury beauty that gives back. Right now, you can get an exclusive 20% off your first order at thrivecausemetics.com/SANDWICH

What would you do with your best day ever if it was decided by chance? Well, today through the magic of Rock Paper Scissors we're gonna see what A & R would do when put to the task. Whose day will take the Mickey waffle? you gotta tune in to find out! Drunk Distory, The Dark Ride, Funny, Comedy, Comedians, Adult Disney Podcast, Adult Universal Podcast, Adult Themepark Podcast, Vacation, Universal Studios Orlando, Disney Vacation, queues, tournement, Bracket, lines, wait time, champ is here, Disney Hollywood Studios, Magic Kingdom, EPCOT, epcot, Animal Kingdom, Rides, History, booze, Theme Park Podcast, Orlando, Amusement Park, Drinking Game Podcast, Universal Studios, Islands of Adventure

On this episode, we share our favorite things to do at Universal during the holidays, including the Grinchmass show, the holiday parade, and Christmas in the Wizarding World of Harry Potter.Join Club 32Help us to fund & grow the show by becoming part of Club 32! You'll get more additional content, CTM Apparel discounts, 1901 Candle Company discounts, private Facebook Group, private podcast & more! - head to ctmvip.com1901 Candle CompanyWe're excited to launch our brand new Disney Scented Candles & You Can Learn More at 1901candleco.com.CTM ApparelGet the best Disney, Universal and/or Pop Culture apparel that is hand made in our shop - shop at ctmshirts.comSubscribe To The Show & Leave Us A Review Apple Podcasts - Click Here Stitcher - Click Here Spotify - Click Here Follow Us on Social Media CTM Facebook Group: @capthemagic Twitter: @capthemagic Instagram: @capthemagic Visit Us Online Subscribe to our YouTube Channel! Capture the Magic Podcast – find the latest episodes! Capture The Magic Apparel – you can find a great Disney-inspired t-shirt collection! Join Club 32! Our private group with access to exclusive livestreams, podcasts, and MORE! Visit ctmvip.com Our Sponsors Zip Travel - visit travelwithzip.com to see how they can help you have the vacation of a lifetime! Kingdom Strollers - visit kingdomstrollers.com to save up to 50% off theme park stroller rental prices

Jeremy and Rhonda review the 2023 EPCOT International Festival of the Holidays, discussing entertainment, the scavenger hunt, merchandise, and of course, all of the food.Follow Us on Social MediaFacebook GroupFacebook: @MainStMagicTwitter: @MainStMagicInstagram: @MainStMagicVisit Us Onlinewww.MainStMagic.comwww.WonderlandCrew.comwww.MainStreetShirts.comGet Dining Alerts!Find last-minute and hard-to-find Disney dining reservations with MouseDining.com! Get text and email alerts when popular theme park dining reservations open up. Get last-minute seating! Get the next table! Set your alerts now! Get the next reservation!Visit our Partnerswww.MSMFriends.comGet a FREE vacation quote to your favorite destinationMainStMagicTravel.com for a free quoteThanks to TFresh Productions for our theme song

On this episode, we share our favorite things to do at Universal during the holidays, including the Grinchmass show, the holiday parade, and Christmas in the Wizarding World of Harry Potter.Join Club 32Help us to fund & grow the show by becoming part of Club 32! You'll get more additional content, CTM Apparel discounts, 1901 Candle Company discounts, private Facebook Group, private podcast & more! - head to ctmvip.com1901 Candle CompanyWe're excited to launch our brand new Disney Scented Candles & You Can Learn More at 1901candleco.com.CTM ApparelGet the best Disney, Universal and/or Pop Culture apparel that is hand made in our shop - shop at ctmshirts.comSubscribe To The Show & Leave Us A ReviewApple Podcasts - Click HereStitcher - Click HereSpotify - Click HereFollow Us on Social MediaCTM Facebook Group: @capthemagicTwitter: @capthemagicInstagram: @capthemagicVisit Us OnlineSubscribe to our YouTube Channel!Capture the Magic Podcast – find the latest episodes!Capture The Magic Apparel – you can find a great Disney-inspired t-shirt collection!Join Club 32! Our private group with access to exclusive livestreams, podcasts, and MORE! Visit ctmvip.comOur SponsorsZip Travel - visit travelwithzip.com to see how they can help you have the vacation of a lifetime!Kingdom Strollers - visit kingdomstrollers.com to save up to 50% off theme park stroller rental prices

The Orlando Magic are winner of six straight games and now sit 2nd in the Eastern Conference at 11-5. We're joined by co-host of the Penny & Pops Podcast Adam Papageorgiou to recap the wins against the Indiana Pacers, Toronto Raptors, Denver Nuggets and Boston Celtics. We also discuss how the Magic will integrate Markelle Fultz and Wendell Carter Jr once they return from injury and much more. Welcome to our weekly podcast covering the Orlando Magic with your hosts Paul Bacon, Mikey Clark, Geraint Jones and Gary Craggs. Planning Your Next Holiday to Orlando? Then check out our partner Attraction Tickets to buy your Orlando Magic tickets, theme park and attraction tickets to DisneyWorld, Universal Studios, Seaworld and more. Visit: www.AttractionTickets.com Want to WIN an Orlando Magic prize bundle in November? Subscribe to our Patreon for exclusive content and benefits:⁠⁠ ⁠www.patreon.com/letstalkmagic⁠⁠⁠  Shop Let's Talk Magic Merch: ⁠⁠⁠www.letstalkmagic.teemill.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Shop NBA Store EU: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://nbastore.vwz6.net/X6kjg⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ (Use discount code MAGICUK10 for 10% off) Shop Fanatics UK: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://fanatics.ncw6.net/RAbNX⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ (Use discount code MAGICUK10 for 10% off) Follow Let's Talk Magic on Social Media: Facebook: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.facebook.com/_letstalkmagicpod⁠⁠⁠ Instagram: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.instagram.com/_letstalkmagic⁠⁠⁠⁠⁠⁠⁠⁠⁠ TikTok: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.tiktok.com/_letstalkmagic⁠⁠⁠ X: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.twitter.com/_letstalkmagic⁠⁠⁠  Website: ⁠⁠⁠www.letstalkmagic.com⁠⁠⁠

This episode is full of bombs. Both the explody-Universal Studios type ones, and the box office flops that nobody likes to talk about. Yes, it's time to talk about Waterworld. Kevin Costner at his problematic best in the middle of the ocean: what could possibly go wrong. But at least the toys were cool? Trent for the affirmative. Then it's our Patreon Hot Takes Part Deux and boy do things get a little spicy. There's fence sitting, high horses and some very silly silliness. BOOM! Support the show: http://patreon.com/toypowerpodcastSee omnystudio.com/listener for privacy information.

Episode Summary: In this episode of the Business of Dance podcast, host Menina Fortunato takes us on a journey through her illustrious career in dance and the business side of it. The episode culminates with the birth of the Business of Dance podcast, aimed at helping aspiring dancers navigate the complexities of a professional dance career. Throughout the episode, Menina's passion for dance and business shines through, making it a must-listen for anyone looking to make a mark in the dance industry. Show Notes: 00:00:00 - Introduction to the Business of Dance Podcast 00:03:33 - Menina's Early Education in Dance Business 00:04:16 - Menina's First Professional Dance Gig 00:06:37 - Menina's Move to LA 00:08:33 - Menina's Work with Renowned Shows and Artists 00:10:46 - The Birth of the Business of Dance Mentorship Program 00:12:04 - The Aim of the Business of Dance Podcast Biography: Menina Fortunato, the founder of The Business of Dance, boasts a remarkable three-decade tenure in the dance industry.  Her TV & fappearances on prominent television shows and films, including America's Got Talent, Latin American Music Awards, Star Trek: Enterprise, DC's Legends of Tomorrow, Guys Choice Awards, Alias, MAD TV, Spectacular, Kickin It Old Skool, and Celebrity Fit Club. Throughout her illustrious career, she has collaborated with a myriad of esteemed recording artists, including Britney Spears, Beyoncé, Carrie Underwood, Paula Abdul, Maluma, Carmen Electra, P!nk, Fergie, Luke Bryan, Earth Wind & Fire, MC Hammer, Victoria Justice, William Hung, Rain, and Luis Miguel, to name but a few.  Her creative prowess shone as she assumed roles such as associate choreographer for The X Factor, associate consulting producer on America's Got Talent, and executive producer for various music videos filmed at Universal Studios and Paramount Studios.  Her exceptional industry insight earned her a coveted spot as a guest judge on the acclaimed TV show DANCE MOMS, where she adjudicated of Maddie Ziegler and JoJo Siwa, among others.  Beyond her notable accomplishments, Menina is the visionary founder and owner of The Hollywood Summer Tour and The London Spring Tour, prestigious dance programs designed to educate, guide, and inspire aspiring dancers pursuing a career in the commercial dance industry.  Recognized as a trusted authority in her field, Menina has served on the advisory board at Studio School (formerly Relativity School) for their esteemed Commercial Dance BFA program. Additionally, she has played an instrumental role as a voting committee member for the World Choreography Awards, Universal Dance Awards, and the National Dance Committee for SAG (Screen Actors Guild). Connect on Social Media: https://www.facebook.com/meninafortunato https://www.instagram.com/meninafortunato/ https://www.youtube.com/@menina.fortunato Websites: https://www.meninafortunato.com/ https://www.bizofdance.com/menina-fortunato

Jeremy and Rhonda officially kick off the holiday season to discuss their favorite traditions, movies, and more at home, at Universal Orlando, and of course at Walt Disney World.Follow Us on Social MediaFacebook GroupFacebook: @MainStMagicTwitter: @MainStMagicInstagram: @MainStMagicVisit Us Onlinewww.MainStMagic.comwww.WonderlandCrew.comwww.MainStreetShirts.comGet Dining Alerts!Find last-minute and hard-to-find Disney dining reservations with MouseDining.com! Get text and email alerts when popular theme park dining reservations open up. Get last-minute seating! Get the next table! Set your alerts now! Get the next reservation!Visit our Partnerswww.MSMFriends.comGet a FREE vacation quote to your favorite destinationMainStMagicTravel.com for a free quoteThanks to TFresh Productions for our theme song

Like a fresh coat of paint on a squealing pig, the Mouse in the house is redecorating for the seasonal festivities and we want to talk about all those Holiday Overlays. If we know anything, it's that we are unable to talk tinsel without ranking Rudolf's redesign, so we are setting up a competition of coveralls. let the great holiday overlay hoedown commence! Drunk Distory, The Dark Ride, Funny, Comedy, Comedians, Adult Disney Podcast, Adult Universal Podcast, Adult Themepark Podcast, Vacation, Universal Studios Orlando, Disney Vacation, queues, tournement, Bracket, Overlay, Holiday, Thanksgiving, Christmas, It's a Small World Holiday, Haunted Mansion Holiday, Jingle Cruise, champ is here, Disney Hollywood Studios, Magic Kingdom, EPCOT, epcot, Animal Kingdom, Rides, History, booze, Theme Park Podcast, Orlando, Amusement Park, Drinking Game Podcast, Universal Studios, Islands of Adventure

This week Jordan and Kelley go over, "Big Fat Liar." In this episode they are in desperate need of dog trainers, Jordan mixes up Marty with a character from another movie, they laugh at Jordan's love for Universal Studios, and say what makes a movie iconic.Use our special link https://zen.ai/0LmmcoxSI8fB_4ix3nioEncL07XVkMKbLJizxRQqXv4 to save 30% off your first month of any Zencastr paid plan.Ready to shop better hydration, use our special link https://zen.ai/0LmmcoxSI8fB_4ix3nioEr1GvXnsPkWemdSR5s0AtUc to save 20% off anything you order.Listen to us on Apple Podcast, Spotify, or anywhere else you listen to podcastsApple Podcast: https://podcasts.apple.com/us/podcast/so-you-think-youre-iconic/id1528462095Spotify: https://open.spotify.com/show/1sV5jnnsnI7mcCk3pA7yVT?si=rD_0rUScQS2y2arFbbJZPg&dl_branch=1Instagram: https://www.instagram.com/sytyipodcast/Twitter: https://twitter.com/SYTYIPODCASTYoutube: https://www.youtube.com/channel/UClWbWmlH_IEXGy9Dbbeg--A

Jeremy and Rhonda review new holiday menu items at Jock Lindsey's Hangar Bar, have lunch at Enzo's Hideaway, and chat about the 2023 IAAPA Expo.Follow Us on Social MediaFacebook GroupFacebook: @MainStMagicTwitter: @MainStMagicInstagram: @MainStMagicVisit Us Onlinewww.MainStMagic.comwww.WonderlandCrew.comwww.MainStreetShirts.comGet Dining Alerts!Find last-minute and hard-to-find Disney dining reservations with MouseDining.com! Get text and email alerts when popular theme park dining reservations open up. Get last-minute seating! Get the next table! Set your alerts now! Get the next reservation!Visit our Partnerswww.MSMFriends.comGet a FREE vacation quote to your favorite destinationMainStMagicTravel.com for a free quoteThanks to TFresh Productions for our theme song

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 Impact on Online Sources But on that point, one of the things that they looked at in writing the book and their survey of 1200 adults is how they use online sources to help them think about healthcare and whether it's evaluating healthcare providers, or self-diagnosis, we all joke about Dr. Google, something happens and we quickly want to do a web search, whether it's Google or WebMD, or any of a number of site specific providers, specific sites, like Mayo Clinic and Cleveland Clinic and so forth, to get that kind of information.  But that would be his answer. By the way, that is extremely helpful, but also generally very difficult for people to interpret. So, it's essential, they should absolutely do their homework, but they should also consult with a medical professional to make sure they've interpreted it correctly. So, it's a combination of those two, but that wouldn't be his answer, really, it's Google would be the certainly the go to source. Me: It's amazing you said that, we take it for granted when you think about how we used to do research prior to Google, Encyclopaedia Britannica, go to the library, it takes you so long to kind of get information. And I always tell my daughter, and even my mom, I tell her, there's nothing that you can type into Google that I'm sure someone else in the world has not asked that same exact question. No matter how stupid you think it is, somebody in the world has asked the question and there is an answer there for you, so it really is knowledge base.  Peter shared that what's interesting about that though is, in hospitality, online people go online to look at reviews. So, you look at reviews of restaurants, or hotels or destinations or what it may be. In their companies that have really built incredible databases like TripAdvisor and Expedia and so forth. And then you think about, “Well, why doesn't that exist in healthcare?”  So, if you wanted to learn a little bit more about, let's say, a particular hospital, where you might be thinking about scheduling some kind of elective procedure, or a specific clinician, a doctor or a practice, one of the things you discover very quickly is it's very difficult to get that kind of information online about healthcare providers, and people ask why and he'll share with the listeners that kind of interesting that came out of their research.  There are two reasons for that. Number one, most of these healthcare rating sites will not publish any ratings on providers unless they have a minimum number of what they consider to be objective ratings, typically, that's 3. So, for example, if you go into health grades, or any of the doctor sites, you'll notice a lot of the physicians don't have any rating or if they do have a rating, it might be one or two ratings.  And obviously, people are generally very, very suspect about that if they don't have a broader base of patient reviews. Now, the question is, why is that? And here's the interesting part of the answer. We discovered that most of us are very reluctant to criticize medical professionals. For example, the example you just gave about the paediatrician. Now, you're quick to maybe share that story with other friends but his suspicion is you probably didn't go online and write a review. Now, maybe you did.  Me: I did not. But I don't think it's because I was reluctant to share it online, I think at the time, that would have been like 2006, I don't think it was that popular at the time.   Peter stated that for most people today, they're reluctant to do that online publicly. And we think that there's a really good psychological reason for that and that is that we are all raised correctly, by the way, to respect the amount of training and the motivation of medical professionals that even if we find that their style to be a little abrupt, and so forth, the fact of the matter is, we absolutely respect their expertise.  And the other aspect of that is, we don't have the same vocabulary. So, it's very difficult for us to interpret many times their comments, or their assessment of our medical problem. So, it's just not possible for us to rate them because we don't know, we don't know if it's good or bad advice. And as a result of that, what happens, these ratings are few and far between, anyway, to your point is we like to say, if you have an anniversary dinner in a restaurant, where the restaurant blew it, well, you may go home that night and the internet will be blazing in terms of your negative response.  But if you had a bad experience at your physician's office, you just kind of shrug your shoulders and kind of move on. But more and more to your point, people are exercising choice and say, “I'm not going back to that office, or I'm not going back to that hospital, the experience was really bad.” And generally, most insurance programs provide some options for you to use other providers.   Books that Have Had the Biggest Impact on Peter When asked about books that have an impact, Peter stated that he'll give you just one. And it's a book that he thinks resides in the same space as their book, their most recent book. It's called Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference by Stephen Trzeciak and was authored by two medical doctors from the University of Pittsburgh. And it's fascinating examination of an idea similar to theirs about hospitality and healthcare. And the book, it really addresses the question, critical question that most people in healthcare ask and they say, well, we believe, we get the idea that compassion is important for patients as part of the customer experience and so forth. But it doesn't make financial sense. So, that's the point of view.  He'll give the best example. Most physicians today are under tremendous time pressure to see as many patients as quickly as possible, and that's a recurring theme of dissatisfaction for people in healthcare, where they say, “Well, I only saw the doctor for 10 minutes, and half the time he or she was looking at a computer screen. They didn't look at me.”  Well, the problem is that many of these practices, literally, they have performance criteria that says, you should not spend more than 15 or 20 minutes with a patient and you need to move on because the volume needs to be at, anyway.  So, the whole idea of being compassionate, and a big part of that is just listening, and that is listening until the patient has expressed everything he or she would like to express and also making sure they understand what the clinician has concluded and is recommending, that takes time.  And it's a big issue of this demonstrating compassion. And he lives through that because as he says, 10 years in cancer care business. And you talk about the importance of compassion in medical facilities, there's nothing more challenging and potentially difficult than fighting cancer, it's the worst disease that anyone can be diagnosed with. And it happens to be the most expensive disease.  And therefore, compassion is essential in terms of getting people through the process. But anyway, that's a long answer to a great question. But he would recommend that to anybody who is interested in the healthcare customer experience because, as it turns out, they make a case, very compelling case, this is compassion, the delivery of compassion, the demonstration of that makes great financial sense for a whole bunch of reasons. And they build the case for that.  Me: I can just imagine, because as I said to you at the beginning, the average person that goes to their doctor or hospital or clinic, they're in pain. So, when I do trainings for those persons in that type of industry, I genuinely say to them that listen, if you don't genuinely care about other human beings, and you're not genuinely there to help them, you're just in the profession for the financial gain, this is just not the area for you to be in because as you mentioned, compassion is one of those key skills that you need and sadly, a lot of patients and their relatives, they don't get that. Even COVID saw ot, I heard so many cases where I guess they got immune to the fact that people were dying from COVID, you are just another dead person to them. And that person was somebody's dad, was somebody's mom, was somebody's sister, was somebody's child.   Is Healthcare a Need or a Want Service? Peter agreed and shared that it's funny, because they talk to medical professionals about their book. Some of them say, well, all this is wonderful. But healthcare is what they call a need service. And hospitality is a want service, and they stopped them and say, wait a minute, think about what you just said.  The point they make is that, yes, many people pursue healthcare out of need, they're ill, they had an accident, whatever it might be. And they come to that experience with all kinds of anxiety, and all of a sudden, they have issues related to difficulty making an appointment, checking in, the time that it takes, understanding the cost of the service, all the things he just talked about.  And the point he makes is that, yes, it is a need service for many patients who seek emergency care. But that amplifies the importance of the hospitality elements in delivering the care, because the hospitality elements help manage down some of that anxiety.  We've all sat in an emergency room way too long and the anxiety is building and something as simple and a lot of hospitals now do this, which published the wait times in the emergency rooms, they say, okay, your wait time is 32 minutes, well, at least you know that you're going to be there for half an hour, if nobody told you it was 32 minutes, you'd be sitting there 20-25 and wondering what's going on anyway, you get the idea. So, even though it is a need service, and we acknowledge that, we think that it actually underscores the importance of hospitable healthcare.   What Peter is Really Excited About Now! When asked about something he's excited about, Peter shared that it is this book, took them 2 years to write this. And he said, they did a major piece of national research. And the reaction they've gotten to this book has been terrific from not just consumers because they know consumers, they say “Well, wouldn't you like a more hospitable experience?” Everybody says, absolutely. But from healthcare practitioners, they say, “Okay, that sounds really good. Tell me how.”  So, in this book, what they've done is in their model, the fact that PAEER model for each chapter, they've identified very specific action items like how to prepare, how to anticipate, how to engage for healthcare providers, it's almost like a checklist. And it's amazing how healthcare providers react. He'll give one example and it happens to be addressing that number one deficit, which is not knowing the cost of the healthcare service before it's provided.  He was sharing this with a CEO of a large healthcare system in New York couple of weeks ago. And he said, “Okay, smart guy, well tell me how we're supposed to address that.” So, we'll try this on for size. So, when he books, he's talking about non-emergency procedures. Now, emergency procedures are unique, but non-emergency and by the way, that represents a very substantial percentage of the procedures that any hospital system would do. So, you have to schedule the surgery, whatever it might be.  So, he said, “When I confirm my appointment for that particular service or procedure, I don't know the cost, but why don't you give me a pro forma estimate of the cost of that when you confirm my appointment?” It's the same that happens in most industry. So, next week, if you take your car to a car repair service or for service, they're going to give you an estimate, you have to approve that before they do the work, you want to book a hotel room or a vacation, you're going to know the cost of that before you take the trip.  So, why wouldn't the healthcare provider send me an estimate of the expected cost of annual physical, any surgical procedure, whatever it might be. And the reason he says that is the hospital, and the healthcare provider knows the cost of the service before they confirm your appointment. Now, most patients don't know that. But they know the cost because all of those services are already contracted with these insurance companies.  So, they have a very specific dollar amount, they're going to get reimbursed for that, even though that dollar amount as you know is substantially less than what you see in the bill. But his point is that they could give you a pro forma estimate that says, “Okay, this is likely to be between $600 and $800.” And they disclaim that by saying, “We may discover when we do your examination that more tests are required, and therefore, it's going to be a little more expensive.” And they disclose that at the time the appointment is confirmed.  But the point is that that gives people, patients then a general sense of what the cost might be, allows them to make an informed decision about whether or not they want to certain to pursue treatment there or someplace else. He's sure you (Yanique) read all the stories about people that say, “Well, I looked at the cost of an MRI at hospital A, and it was $2500. And I look at an MRI at hospital B and it was $3800. How could it be different? It's the same procedure?”  Well, the idea is that their margins are different, their reimbursement rates are different with insurance companies. They know that, you don't know that, but you could actually as a provider, begin to minimize a lot of that anxiety by simply giving a pro forma estimate.  So, the CEO said, “You know what, that's kind of interesting idea.” He said, you have all that information, but you just don't provide it. So, they're going to begin to explore the possibility of doing that.  By the way, just this week, he saw Amazon health. Amazon is now getting into the primary care business and one of the things, they just released a press from two days ago, press release on this, Amazon health will give you the cost of the service at the time you book the appointment. And he thought to himself, “Wow, somebody's paying attention here.”  Me: Yeah, they saw the need, they did their work. They did their research.  Peter agreed and stated there's an example of what he's talking about.   Where Can We Find Peter Online Website: www.hospitablehealthcare.com   Quote or Saying that During Times of Adversity Peter Uses  When asked about a quote or saying that he tends to revert to, Peter shared that he's not sure it's a quote, but it's more of a mantra and that is, “Tomorrow will be a better day.” And that is if you get consumed by negativity, by certainly today, all the things going on in the world. It's easy to get very dark, very quickly. But you have to awaken with the belief that things will get better and generally they do. And you as an individual will have to be a major catalyst to that, you have to pursue it and you have to be relentless. But yeah, if you ever lose hope in that then you're probably headed to a very dark place. But that would be tomorrow's always going to be a better day. Me: Perfect. Thank you so much for sharing. Now, Peter, we want to just extend our heartfelt gratitude to you for taking time out of your very busy schedule to share about your book, all the research that you did, giving us some real-life, practical examples that our listeners can take back. I think this book that you did is of great value, as you mentioned, not just to patients, but also to persons who are in the healthcare industry, who are service providers, there's clearly a lot of opportunities from a hospitable perspective that healthcare providers could be doing that they're not doing. And I really hope that this book gets to more people, and that they will look on it, not like the person mentioned, it's a need and not a want, but look on it that at the end of the day, in everything we're doing, there's always an opportunity to create that experience that people would want to come back to you, even if it's a need, even if you don't necessarily want to go back and see your GP or your ophthalmologist or your dermatologist, you want to be cured. But at the end of the day, when you walked away from that experience, you will be motivated to want to go back if something should happen to you and not feel demotivated not to go back, because the experience was not good. So, I do think that what you shared with us here today will be of great value, encourage all of the work that you're doing and thank you, thank you so much again.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Links •     Hospitable Healthcare: Just What the Patient Ordered! By Peter Yesawich Ph. D and Stowe Shoemaker Ph.D •     Compassionomics: The Revolutionary Scientific Evidence That Caaring Makes a Difference by Stephen Trzeciak   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!

Nestled within the heart of the enchanting Universal Orlando Resort, the Lowe's Sapphire Falls Hotel stands as a beacon of tranquility and luxury. This Caribbean-inspired paradise offers a respite from the exhilarating theme park adventures, providing guests with an immersive and relaxing experience. Join us we share the wonders of the Lowe's Sapphire Falls Hotel, uncovering its unique charm and the myriad of amenities that make it a standout destination in Orlando, Florida.From the moment you step into the lobby, you are greeted by the warm and inviting ambiance that permeates the entire resort. The vibrant colors and tropical decor transport you to a Caribbean island, setting the tone for a delightful escape. The friendly staff, adorned in island-inspired attire, ensures a seamless check-in process, making you feel like an honored guest from the start.The Lowe's Sapphire Falls Hotel boasts a variety of accommodations, from standard rooms to spacious suites, all designed with comfort and style in mind. The rooms are tastefully decorated with a blend of modern amenities and Caribbean flair, creating a soothing atmosphere. Whether you're traveling with family, friends, or solo, there's a room option to suit every need.One of the highlights of a stay at Sapphire Falls is the culinary journey that awaits. Amatista Cookhouse, the hotel's signature restaurant, offers a delectable array of dishes inspired by the flavors of the Caribbean. From fresh seafood to exotic cocktails, each bite is a celebration of the region's rich culinary heritage. For a more casual setting, Strong Water Tavern provides a cozy spot to enjoy small bites and handcrafted cocktails while soaking in the lively atmosphere. They specialize in rum, and wow, the drinks are divine!The crown jewel of the Lowe's Sapphire Falls Hotel, however, is undoubtedly its spectacular pool area. The sprawling pool is surrounded by lush landscaping, creating a tropical oasis that beckons guests to unwind. A water slide adds an element of fun for the young and young at heart, while the hot tubs offer a more serene experience. Lounging in a cabana with a cool drink in hand, you'll find it hard to believe you're just steps away from the thrills of Universal Studios.Beyond its luxurious amenities, one of the major advantages of staying at the Lowe's Sapphire Falls Hotel is its proximity to Universal Studios and Islands of Adventure. A short water taxi ride (so convenient!) or a leisurely stroll brings you to the theme parks, allowing for easy access to the magic whenever you desire. This convenience makes it a top choice for those looking to maximize their time exploring the attractions.In the heart of the excitement that is Universal Orlando Resort, the Lowe's Sapphire Falls Hotel stands as an oasis of relaxation and indulgence. From its Caribbean-inspired design to its exceptional dining options and world-class amenities, this hotel elevates the overall Universal experience. Whether you're seeking a family-friendly getaway or a romantic escape, a stay at the Lowe's Sapphire Falls Hotel promises a memorable and rejuvenating adventure in the heart of Orlando, Florida.

This month, we catch up on fall activities such as Mickey's Not So Scary Halloween Party, Universal Studio's Halloween Horror Nights, and the start of race season with runDisney's Wine and Dine Half Marathon. We also get festive at Jollywood Nights.

The Orlando Magic are so close to being really good after going 3-1 this week after wins against the Milwaukee Bucks and two wins versus the Chicago Bulls. We're joined by one of our Patrons Dylan Holden to tell us his thoughts on the season so far, plus Gary and Mikey discuss Jonathan Isaac's impact and Zach Lavine rumours. Welcome to our weekly podcast covering the Orlando Magic with your hosts Paul Bacon, Mikey Clark, Geraint Jones and Gary Craggs. Planning Your Next Holiday to Orlando? Then check out our partner Attraction Tickets to buy your Orlando Magic tickets, theme park and attraction tickets to DisneyWorld, Universal Studios, Seaworld and more. Visit: ⁠https://www.attractiontickets.com/en/orlando-attraction-tickets?utm_source=affiliate&utm_medium=post&utm_campaign=orlando-magic&utm_content=orlando-attractions⁠ Want to WIN an Orlando Magic prize bundle in November? Subscribe to our Patreon for exclusive content and benefits:⁠ ⁠www.patreon.com/letstalkmagic⁠⁠  Shop Let's Talk Magic Merch: ⁠⁠www.letstalkmagic.teemill.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Shop NBA Store EU: ⁠⁠⁠⁠⁠⁠⁠⁠⁠https://nbastore.vwz6.net/X6kjg⁠⁠⁠⁠⁠⁠⁠⁠⁠ (Use discount code MAGICUK10 for 10% off) Shop Fanatics UK: ⁠⁠⁠⁠⁠⁠⁠⁠⁠https://fanatics.ncw6.net/RAbNX⁠⁠⁠⁠⁠⁠⁠⁠⁠ (Use discount code MAGICUK10 for 10% off) Follow Let's Talk Magic on Social Media: Facebook: ⁠⁠⁠⁠⁠⁠⁠⁠⁠www.facebook.com/_letstalkmagicpod⁠⁠ Instagram: ⁠⁠⁠⁠⁠⁠⁠⁠⁠www.instagram.com/_letstalkmagic⁠⁠⁠⁠⁠⁠⁠⁠ TikTok: ⁠⁠⁠⁠⁠⁠⁠⁠⁠www.tiktok.com/_letstalkmagic⁠⁠ X: ⁠⁠⁠⁠⁠⁠⁠⁠⁠www.twitter.com/_letstalkmagic⁠⁠  Website: ⁠⁠www.letstalkmagic.com⁠⁠

Pack your bags and travel light as the hosts are about to make a trip to Transylvanian, wrapping up their fourth annual special spooktacular season, reviewing one of the earliest classic horror films, Dracula, starring Bela Lugosi and directed by Tod Browning. Based on the novel Dracula by Bram Stoker, it's known as the first film in the Universal Studios' classic monster movies series. The hosts pair the film with the Vampire Kiss cocktail. So enjoy your stay in the castle and join the hosts as they help Van Helsing square off against the Count with this all time classic film. Come listen and follow us on Instagram @the.gentlemenpodcast and our website thegentlemenpodcast.com

Jeremy and Rhonda are sitting at the bar at Narcoossee's, having drinks at Il Mulino, enjoying Sushi and Karaoke at Kimonos, and having a snack at City Works.Follow Us on Social MediaFacebook GroupFacebook: @MainStMagicTwitter: @MainStMagicInstagram: @MainStMagicVisit Us Onlinewww.MainStMagic.comwww.WonderlandCrew.comwww.MainStreetShirts.comGet Dining Alerts!Find last-minute and hard-to-find Disney dining reservations with MouseDining.com! Get text and email alerts when popular theme park dining reservations open up. Get last-minute seating! Get the next table! Set your alerts now! Get the next reservation!Visit our Partnerswww.MSMFriends.comGet a FREE vacation quote to your favorite destinationMainStMagicTravel.com for a free quoteThanks to TFresh Productions for our theme song

Headed to Universal Orlando? I've got some quick tips for you to make your trip to Universal Studios, Islands of Adventure, or Volcano Bay the best it can be. I'm talking Early Park Entry, Resort Hotels, lots of added perks and what you'll want to be sure to bring a long. Take a listen, and check out my instagram page to see these and many more tips!I hope you enjoyed today's show. I'd love to connect with you over on Instagram @mountains_of_magic or Facebook at Fantastical Vacations by Daniele. If you would like help in planning an upcoming Disney or Universal vacation, email me at danielerobbins@fantasticalvacations.com or fill out a quote form to get started planning the magic Get A QuoteMusic from Uppbeat (free for Creators!):https://uppbeat.io/t/andrey-rossi/bring-the-funLicense code: E9BZCTS1O3JRPERX

Michael and his wife Diane visited upstate New York for Halloween. They eventually ended up in Sleepy Hollow to spend time with the Headless Horseman, but also got to visit with one Mr Rob Graham and his wife Collette. In this special in-person recording, Michael and Diane talk with Rob about their Sleepy Hollow adventure and Rob shares his and Collette's recent spooky trip to Universal Studios and Disney World in Florida. 

My Trip To Universal Studios by McKenna by 826 Valencia

I Went To Universal Studios by Diana by 826 Valencia

In the 180th episode of The Main Street Electrical Podcast, Jenn & Dave make it a free-for-all conversation.  A slow news week in the world of magic means the chat goes a little all over the place. First, Jenn and Dave are both getting ready for trips to The Most Magical Place on Earth, as Dave is also headed to Universal Studios as well.  Dave also gives a review on the newest MCU film, "The Marvels." Then, a quick look at the resorts of Universal, with d$ staying in Cabana Bay, and some talk about both of their upcoming trips. There is a new promo that Jenn breaks down for everyone, there is a new character on property, and at some point, they even discuss the William Tell Overture.  Because of course they do. 

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. 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