April 08, 2025

494: Joseph Michelli - Driven to Delight

48 minutes

Welcome to The Savvy Dentist Podcast with Dr. Jesse Green, where we explore the intersection of dentistry, business, and personal growth to help you create a practice and a life you love.

In this episode of The Savvy Dentist Podcast, Dr. Jesse Green sits down with Joseph Michelli, renowned customer experience expert and author of Driven to Delight. Together, they explore how world-class organisations, including Zappos, Mercedes-Benz, Starbucks, and others, create exceptional customer experiences … and how, as dentists we can apply the same principles to build our own practices.

If you want to create a business that is really valuable, then you’ll want to create a Customer-Centric Practice. You want repeatable, sustainable earnings, and that's what allows you to create enterprise value. So understanding what creates a wonderful experience, how to systemise it, how to hire for it, how to build the culture is what Jesse and discuss.

What You'll Learn in This Episode:

✅ The key principles behind a customer-first mindset and how they apply to dentistry

✅ How to build systems that deliver a consistently excellent patient experience

✅ The role of leadership in creating a culture of delight and trust

✅ Lessons from Mercedes-Benz and other top brands on service excellence

✅ How emotional connections impact business growth and profitability

[04:08] - The psychology of the customer-experience and how to use it to your advantage.

[07:06] - Hire for culture … hire for a customer service mindset.

[13:41] - People want to be recognised. They want to feel important. They want to be appreciated. They want to be heard. And, and that doesn't take a lot if you have a customer relationship management database.

[20:54] - How to be a human. No … seriously … great customer service #101.

[23:21] - The great customer-service-oriented BIG businesses have sensational leadership. How you can duplicate and model them in your practice.

[32:57] - Where does our service culture fit into enterprise value?

[34:43] - Can dentistry be a ‘subscription’ business?

...more

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By Dr Jesse Green

4.9

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