(Inspired by The Power of Moments by Chip & Dan Heath – and our Leadership Summit session on Customer Centricity)
Most clinics work hard to deliver consistent, high-quality service. And while that builds satisfaction, it doesn’t always build loyalty.
According to The Power of Moments, people don’t remember every detail of an experience. They remember the standout moments: the high points, the surprises, and the meaningful connections. These are the emotional anchors that shape how clients feel - and whether they return, refer, and rave about you.
Loyalty isn’t built gradually over years.
It’s built in specific, intentional moments.
Here are five ways to design those moments in your clinic:
1. Make First Impressions Count
Your welcome sets the tone. A small gift, a warm introduction, or a thoughtful first message turns Day 1 into a story clients want to share.
2. Celebrate Milestones
Mark birthdays, achievements, or treatment journeys. When you recognise the person, not just the procedure, you build connection.
3. Be Present in Vulnerable Moments
A post-treatment check-in, reassurance after a wobble, or a quick call to ease anxiety - these are the moments where trust deepens.
4. Create Surprise and Delight
The unexpected sticks. A handwritten note, a compliment, or even a moment of humour can create lasting positive memory.
5. Design for Shareable Experiences
Think beyond “good service.” Ask: what moments in your clinic are so meaningful or surprising that a client would tell their friend tomorrow? That’s where loyalty lives.
Satisfaction comes from consistency.
But loyalty? That comes from moments that matter.
Join us at the Hosted Leadership Summit to explore how to map the client journey, design unforgettable experiences, and build loyalty that lasts.
16 January 2026, BAFTA, London.
