💥 What if the smallest shift could create your biggest breakthrough in business—and in life?

In this heartfelt episode of Chats with Jason, bestselling author and CX legend Marilyn Suttle reveals how to turn tension into trust, mistakes into mentorship, and angry customers into raving fans.

💡 You’ll discover:

✅ The LAP framework for diffusing customer frustration fast

✅ Why empathy isn’t soft—it’s your sharpest leadership tool

✅ How a Ritz-Carlton employee turned heartbreak into humanity (real story!)

✅ The “Gladys Principle” for managing difficult people—at work and at home

✅ Why consistency and curiosity are the hidden keys to brand loyalty

🎯 Whether you're a frontline service star, a C-suite executive, or just someone who wants to lead with heart, this episode will give you the mindset, tools, and stories to transform every interaction.

💬 Drop a comment with your biggest takeaway.

🔔 Subscribe for more conversations that turn experience into impact.

Because when you transform the experience, you transform your business—and the world around you.

Follow Jason S Bradshaw:

Website: https://jasonsbradshaw.com/

LinkedIn: https://www.linkedin.com/in/jasonsbradshaw/

Facebook: https://www.facebook.com/jasonsbradshaw

Instagram: https://www.instagram.com/jasonsbradshaw/

Twitter/X: https://x.com/jasonsbradshaw

Follow Marilyn Suttle:

Website: https://marilynsuttle.com/

LinkedIn: https://www.linkedin.com/in/marilynsuttle/

Facebook: https://www.facebook.com/SuttleShift/

Youtube: https://www.youtube.com/@MarilynSuttle

Twitter/X: https://x.com/marilynsuttle

Buy the book: Who's Your Gladys? https://a.co/d/4FcGSeU

All Business Is Personal: How Human Connection Wins in the Age of AI | Joseph Michelli on Customer Experience Mastery

✨ What if the real secret to business success isn’t more technology... but more humanity?

In this powerful episode of Chats with Jason, I sit down with world-renowned author, speaker, and human-centered leadership expert Dr. Joseph Michelli.

We dive deep into why unforgettable customer experiences aren't created by accident — they’re crafted intentionally through care, connection, and curiosity.

🚀 You'll learn:

• Why "customer service" is dead — and how "customer experience" truly transforms brands.
• Joseph’s personal story of early failure (and what it taught him about listening first).
• The #1 shift legendary brands like Starbucks, Zappos, and Ritz-Carlton made to win lifelong loyalty.
• How to balance technology and humanity in the Age of AI.
• The small leadership change you can make TODAY that will dramatically impact your customer and employee experience.

🎯 Key Takeaway:

Personalization is not the same as being personal. In a world of automation, real human connection is your unfair advantage.

💬 Favorite Quote:

"AI can give you personalization — but it takes people to make it personal." — Joseph Michelli

🔥 Plus, Joseph shares behind-the-scenes insights from his newest book:

"All Business Is Personal: One Medical's Human-Centered, Technology-Powered Approach to Customer Engagement" — including how One Medical became so successful Amazon bought them for $4 billion.

👀 If you care about leadership, customer loyalty, or building a brand people love — this is a must-watch.

🔔 Don’t forget to like, comment, and subscribe — it helps more leaders create unforgettable experiences!

#CustomerExperience #Leadership #JosephMichelli #BusinessGrowth #ChatsWithJason

Follow Jason S Bradshaw:

Website: https://jasonsbradshaw.com/

LinkedIn: https://www.linkedin.com/in/jasonsbradshaw/

Facebook: https://www.facebook.com/jasonsbradshaw

Instagram: https://www.instagram.com/jasonsbradshaw/

Twitter/X: https://x.com/jasonsbradshaw

Follow Joseph Michelli:

Website: https://www.josephmichelli.com/

LinkedIn: https://www.linkedin.com/in/josephmichelli/

Facebook: https://www.facebook.com/TheMichelliExperience

Youtube: https://www.youtube.com/@TheMichelliExperience/

Twitter/X: https://x.com/josephmichelli

Podcast: https://drjosephm.podbean.com/

Buy the book:

All Business Is Personal: One Medical’s Human-Centered, Technology-Powered Approach to Customer...

💡 What happens when a bald guy decides to teach the world how to cut hair on YouTube?

That’s the question Stephen Marinaro—aka TheSalonGuy—answered with over 1 million subscribers, hundreds of millions of views, and now a #1 bestselling book Why, What, How: The Step-by-Step Playbook for Creating a Memorable Brand.

In this transformational episode of Chats with Jason, you’ll discover:

🔥 The viral moment that made Stephen go from “just one viewer” to inspiring millions

🔥 The power of taking uncomfortable action (like turning around at your car door and walking back into opportunity)

🔥 How a DM to Gary Vee turned into being featured in Crushing It!

🔥 Why skipping your “why” is killing your brand before it begins

🔥 What separates flash-in-the-pan influencers from those with real staying power

🎯 Whether you’re a creative entrepreneur, a brand builder, or just someone trying to stay relevant in a world of constant change—Stephen’s story will move you, challenge you, and fuel you to finally take action.

📚 Grab a copy of his game-changing book: Why, What, How

👉 Available now on Amazon at https://a.co/d/5GW69IK

💬 Timestamps

00:00 – Intro: Transforming the experience

01:11 – From salon chairs to YouTube stardom

04:29 – Why his first goal was just ONE person

07:16 – Crashing Fashion Week & interviewing celebs

10:16 – What most branding books miss

12:29 – Why “Why” matters more than ever

16:29 – Staying relevant in a world that’s constantly changing

19:18 – Hair, beards, and bonding with John Voight

22:29 – How a $200 bottle of wine got Gary Vee’s attention

28:13 – The ONE thing you must do after reading Stephen’s book

✅ If this episode lit a spark in you:

👍 Like

🔁 Share

📥 Comment below: What’s your “Why”?

🔔 Subscribe for more conversations with creators, disruptors & doers.

🧠 Because when you transform the experience—you transform your business and the world around you.

#ChatsWithJason #TheSalonGuy #StephenMarinaro #BrandBuilding #EntrepreneurMindset #PrinceEAStyle #ContentCreators #HairIndustry #GaryVee #PodcastInterview #WhyWhatHow #Inspiration #CreativeEntrepreneurs #AuthenticityWins

Follow Jason S Bradshaw:

Website: https://jasonsbradshaw.com/

LinkedIn: https://www.linkedin.com/in/jasonsbradshaw/

Facebook: https://www.facebook.com/jasonsbradshaw

Instagram: https://www.instagram.com/jasonsbradshaw/

Twitter/X: https://x.com/jasonsbradshaw