In this episode, I welcome back Dr. Joseph Michelli, bestselling author and global authority on customer experience. From Ritz-Carlton and Zappos to Starbucks and One Medical, Dr. Michelli has worked with some of the world’s top brands to understand what truly drives service excellence and why those lessons are essential for healthcare leaders today.

We explore insights from his newest book, All Business Is Personal, which chronicles One Medical’s journey from a tech-forward primary care provider to a $4 billion Amazon acquisition. Dr. Michelli explains how simple questions like “Why do we do it this way?” led to innovations that prioritized empathy, reduced patient friction, and delivered outcomes with Ritz-Carlton–level satisfaction scores.

Throughout the conversation, Dr. Michelli shares actionable strategies for healthcare teams, from creating value in every patient interaction to navigating internal resistance with what he calls “assertive compassion.” His stories from Zappos, Starbucks, and the clinical world make it clear: empathy is a trainable skill and a bottom-line driver.

For leaders at any level, this episode is a powerful reminder that exceptional care starts with human connection and the courage to rethink what’s always been done.

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