In this episode of The Customer Experience Bus, Dr. Joseph Michelli is joined by hospitality icon Edward Mady, author of Honing the Human Edge and former General Manager of The Beverly Hills Hotel. Together, they explore what it takes to lead with presence, build a culture of spirit, and empower teams to deliver once-in-a-lifetime experiences. Edward shares lessons from his remarkable career, reflecting on crisis leadership, frontline empowerment, and the subtle power of kindness as a strategy. From turning down the right side of the bed to reviving brand loyalty through emotional connection, Ed offers insights every leader—regardless of industry—can apply to elevate both employee and customer experiences. 🔗 Connect with Edward Mady: Edward Mady📘 Order his new book, Honing the Human Edge: Available now on Amazon▶️ Watch the full interview on YouTube: The Michelli Experience Channel If this episode resonated with you, please like, rate, share, or subscribe to the show. Let’s keep driving experience excellence—one stop at a time.