Patient Experience

PODCAST: Top of Heart Not Top of Head? Sparking Delight Across Every Customer Experience

Dr. Michelli explores the distinction between Top of Mind Awareness (TOMA) and Top of Heart Engagement (TOHE).

PODCAST: Customer Satisfaction vs Delight? Make the Choice for Business Survival

Dr. Michelli shares the economic benefits of settings goals for customer delight.

PODCAST: Amping up Delight - How to Actually Maximize Customer Pleasure

Dr. Michelli discusses how to enhance customer pleasure or delight by sparking customer discovery, sensation, fantasy, or camaraderie.

PODCAST: Are You in the Delight Business? How to Mix Pleasure into Every Customer Experience

Dr. Michelli outlines 12 forms of pleasure or delight you can design into your customer and team member experiences.

PODCAST: Stick the Landing - How to Use the Peak End Theory to Amaze Customers

In this episode, Dr. Michelli offers 6 tips for leveraging the peak-end rule to your advantage.

PODCAST - Will You Still Love Me Tomorrow? How to Guide Customers Through Transitions

In this installment, Dr. Michelli offers 5 tips for helping customers navigate transitions along their journey with you and your business.

PODCAST - Moments of Truth: How to Master What Actually Matters to Customers

In this week's podcast, Dr. Michelli defines Moments that Matter Most and how the concept applies to driving belonging.

PODCAST - Are You Easy? How to Drive Loyalty by Reducing Customer Effort

Are you measuring customer effort?  In this week's podcast, Dr. Joseph Michelli explores the "why" and "how" of assessing customer effort.

Cherish and Challenge Your Legacy | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way

This is the final post in a 5-post series about my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People.
In the context of Cherish and Challenge Your Legacy, I asked, then CEO of Starbucks, Howard Schultz what he wanted his legacy to be. He responded, “I want to build a lasting brand that elevates lives one cup at a time.” Upon his retirement a few years ago, it was clear to me that Howard’s legacy was intact. But that outcome wasn’t always certain. In fact, Howard had to return to the CEO position from his role as Chief Global Strategist to execute a bold transformational agenda that I chronicle in Leading the Starbucks Way. Howard and his leadership team had to also make difficult choices and invest wisely to ensure they stewarded a “lasting brand that elevates lives one cup at a time.”
What do you want your leadership legacy to be?

5 Things Service Professionals Should ALWAYS Say…

Dr. Michelli discusses five things customer service professionals should always say...