The One Medical Story with Dr. Joseph Michelli, the Author of All Business is Personal: One Medical’s Human-Centered, Technology-Powered Approach to Customer Engagement

Episode 83 May 21, 2025 00:32:44
The One Medical Story with Dr. Joseph Michelli, the Author of All Business is Personal: One Medical’s Human-Centered, Technology-Powered Approach to Customer Engagement
Subscription Stories: True Tales from the Trenches
The One Medical Story with Dr. Joseph Michelli, the Author of All Business is Personal: One Medical’s Human-Centered, Technology-Powered Approach to Customer Engagement

May 21 2025 | 00:32:44

/

Show Notes

 If you've ever had to wait for your doctor first in the waiting room and then in the examining room, or struggled to get an appointment or had trouble getting a prescription filled while on the road, you know why primary care in the United States is in such desperate need of disruption. 

One Medical has been transforming primary care through the power of membership and customer centricity since 2007. In 2023, One Medical was acquired by Amazon for nearly $4 billion. Dr. Joseph Michelli has written a well-researched book on One Medical's journey and what enabled such rapid growth and such strong customer engagement. The book is called “All Business is Personal: One Medical Human-Centered, Technology-Powered Approach to Customer Engagement.”

In today's conversation, Joseph and I talk about how the company reimagined every step of the patient journey, One Medical's three key success drivers, and what the future of healthcare might hold.

 

 

Love the show? Rate us ⭐️⭐️⭐️⭐️⭐️ and leave a review on Apple Podcasts!

Join the Subscription Stories Community today: 

Other Episodes

Episode 35

October 13, 2021 00:39:00
Episode Cover

The Quantitative Side of Customer-Centricity with Wharton's Peter Fader

Customer-centricity is essential in the world of subscriptions. To succeed you have to understand who your most valuable customers are, and invest your resources...

Listen

Episode 12

October 07, 2020 00:40:01
Episode Cover

EA’s Mike Blank on Keeping a “Player First” Mindset within a Subscription Business

Electronic Arts’ Mike Blank joins Robbie to talk about his journey bringing subscription to the world of gaming. They discuss the challenges of subscriptions...

Listen

Episode 21

March 10, 2021 00:34:43
Episode Cover

Membership as a Flywheel for Tomorrow's Growth With Hagerty's McKeel Hagerty

McKeel Hagerty is the CEO of Hagerty, a specialty provider of classic car insurance and lifestyle company headquartered in Traverse City, Michigan. The company...

Listen