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Are you
experiencing "change overload?" Have you ever been at that point
where you wonder if you can handle (let alone drive) one more change
initiative?
As a customer experience consultant, I have seen amazingly successful and
equally less effective efforts to fuel positive organization growth. Here
are a few reminders from my upcoming book about increasing healthcare
patient experiences on how to make important changes stick.
1) Identify the change opportunity as a priority,
2) Connect it to values,
3) Select, orient and train for that which is valued,
4) Set critical targets,
5) Develop meaningful measurements,
6) Offer usable and timely data to guide quality improvement,
7) Monitor, reward, celebrate, and constantly problem-solve ways to move
performance in the direction of targets.
Piece of cake!
 News
and Resources
So much positive change is happening here at The Michelli
Experience and I wanted to share just a couple of highlights: In May,
McGraw-Hill will partner with Second River Healthcare Press to release my
book tentatively titled: Leadership Lessons from UCLA Health Systems: A
Prescription for Creating a World Class Customer Experience In October
McGraw-Hill will release my book with the title: The Zappos Experience
(pending subtitle) Also, as my team and I are doing more international consulting,
you will be seeing more of this logo.
Next Newsletter
I will visit your inbox in about 90 days. Until then, thanks
for making 2010 our most successful year! We are off to a fast start in
2011 and are deeply grateful for the role you have played in supporting our
effort to elevate customer experiences worldwide.
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