For anyone who desires an internal culture capable of transforming an organization and resulting in long-term business success, I’d like to recommend Joseph Michelli’s book, Prescription for Excellence. Joseph worked with the visionary leadership team in charge of UCLA’s Health System to create an organizational culture dedicated to a new level of service excellence. The UCLA Health System was already revered worldwide for its top-tier physicians, nurses, researchers, staff and facilities –- but that was only part of the equation. The result of an organization-wide collaborative approach created a world-class patient/customer care experience that is second to none.
In Prescription for Excellence, Michelli breaks down UCLA’s approach in to 5 simple prinicples:
- Commit to care
- Leave no room for error
- Make the best better
- Create the future
- Service serves us
RiechesBaird had the opportunity of collaborating with Joseph shortly after his work at UCLA on another prominent health care provider. I invite you to listen to a recent radio show where Joseph goes into detail on how aligning a corporate brand strategy, internal brand adoption and a commitment to a new level of customer experience can transform an organization.
Share what brands/organizations you think really create that total customer experience to be entered to win a copy of Prescription for Excellence. Winner will be selected at random and contacted by email. Good luck.
Learn more about the author of this post, Ryan Rieches.
I recently received a Graze box and have since been very impressed with their entire branding. Thanks for the chance to win this interesting book.
Nina on 09.20.12 at 8:12 pmThank you for the great review. I’ll be sure to put it on my reading list! Brands I feel connected to are Zappos and Amazon.
Karen Kirby on 09.21.12 at 12:04 amTesco is a great example of one brand within and without: staff just have to sense-check any new initiative against two simple values: ‘no one tries harder for customers’, and ‘treat people how we like to be treated’. Brand is so ingrained that creating a total customer experience is second nature to everyone in the business (and it’s the biggest private employer in the UK!).
Rosa Wilkinson, Dragon Rouge on 09.21.12 at 12:48 pmCongratulations Karen, you have been selected as our winner. We will reach out to contact you.
Ryan on 09.24.12 at 3:47 pm