Dr. Michelli's other books include The New Gold Standard about service excellence at The Ritz-Carlton Hotel Company and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World Famous" Pike Place Fish Market in Seattle.
Dr. Michelli believes his greatest accomplishment is his ability to learn from the laughter and humor of his children, Andrew and Fiona.
 Now More Than Ever: The Importance of Customer Experience in a Tight Economy
Let's face it - consumer behavior has fundamentally changed since the third quarter of 2008. While some business leaders have decided to drop prices to the lowest possible level, others have sought ways to add value to their existing goods and services. In this presentation, Dr. Michelli presents customer trends verifying the wisdom of adopting a cost-effective commitment to elevating service and customer experience. Building on data showing that even in these difficult times 50% of consumers are paying more for a better experience and 50% of customers are still leaving businesses because of bad experiences, Dr. Michelli shows how to strategically design a relevant experience targeted to customer retention and acquisition of your competitors' disgruntled customers. In this keynote, Dr. Michelli demonstrates how to make cost-conscious decisions that drive customer loyalty and increase customer spend.
Sustainable Business - Artfully Focusing on Your Existing Customer
Conservative estimates suggest it costs 6 times more to attract a new customer than to retain an existing one. When consumers cut back on their spending patterns, it is all the more important to focus on customer retention. Opportunities also exist to identify the "as yet unmet needs of your current customers" so you can offer solutions to address those needs and increase your customers' desire to spend more money at your business. In this keynote, Dr. Michelli helps audience members understand and calculate annual customer purchase value and annual customer referral value. He discusses ways to innovate solutions that will enhance the life of the customer, such that existing customers spend more and increase their referrals to your business. By identifying the drivers of loyalty, Dr. Michelli helps audience members understand how to allocate limited financial and staff resources for maximum customer experience return.
Own it and They Will Come
Who delivers compelling experiences that draw customers? The short answer is everyone in the business! Dr. Michelli's keynote challenges each audience member to take an ownership stake in their business to assure its long-term viability. By making distinctions involving varying levels of employee engagement (owners, renters, and squatters), Dr. Michelli helps redefine the role of every employee to being that of an "equity generator." He demonstrates that every employee affects the engagement level of colleagues and contributes to positive or negative customer experiences. Dr. Michelli shows how a single employee can change a culture, lift morale, innovate breakthrough products, create customer evangelists, and even save a business. This inspirational presentation is an impassioned yet optimistic call for strong action in these turbulent times.
Serving Hope, Focus and Humor in Challenging Times
Borrowing from his experiences with companies such as Southwest Airlines, The World Famous Pike Place Fish Market, and Ben and Jerry's Ice Cream, Dr. Michelli shows you how a mirthful attitude functions as a shock absorber on bumpy economic roads. In addition to offering strategies that individuals can easily apply to refocus from fear to productive action, Dr. Michelli identifies ways to create playful corporate cultures that attracts and retain the best workers. Get ready to learn how to adaptively regain personal control in adversity, celebrate your co-workers and customers while also increasing your profitability through humor and play.
The New Gold Standard: Leadership Principles for Creating Legendary Customer Experiences
In this presentation, Dr. Michelli examines how to deliver legendary customer experiences such as those offered by The Ritz-Carlton Hotel Company. The New Gold Standard presents cutting edge leadership strategies for selection, training, and retention of the "right" staff. It demonstrates how leaders can drive staff engagement and ownership behavior which ultimately produces transformational customer experiences. Additionally, The New Gold Standard examines strategies for keeping your business relevant to changing customer needs and shifting economic times.
The Starbucks Experience: Lessons in Leadership to Spark YOU and Your Business
By strategically focusing and executing on the details of the internal and external customer experience, Starbucks has become an employer and coffee provider of choice. In essence, Starbucks has become a name synonymous with coffee itself. While most people see Starbucks as a coffee company that serves people, its success is based on the inverse. It is a people company serving coffee. In this keynote or workshop, Dr. Michelli shows frontline workers and business leaders how to "stage" and perform on their brand's promise. He analyzes the importance of identifying a desired emotional connection with the customer. Further, Dr. Michelli helps participants see the important distinction between "good" and "bad" profit. Lights, camera, action - the experience awaits.
When Fish Fly: Lessons from the World Famous Pike Place Fish Market
When Fish Fly shares insights into the underlying principles and amazing transformation of the World Famous Pike Place Fish Market. Excerpting from his book of the same name, Dr. Michelli reels in the complete fish story examining core principles that create Pike Place Fish's uniquely vital and creative culture. A culture that leads to excellent customer service, legendary employee morale, a fun and energized work environment, and ultimately makes a "World Famous" difference in the lives of those they serve. This presentation offers a cohesive strategy for achieving world famous results for owners, managers, front-line workers, and customers alike. If Pike Place Fish can achieve world fame from a small storefront, with zero advertising in a smelly, physically arduous profession, just think what is possible for your company!
The Road to Practical Innovation
Innovation is a daunting word. In this presentation, Dr. Michelli demystifies the innovative process. By exploring the inside (ideas of staff) and outside (benchmarking other businesses) lanes, Dr. Michelli demonstrates how your business can gain a competitive advantage in creative product development and service delivery. Dr. Michelli shows how to effectively elicit and implement staff-generated ideas while also looking for best practices both inside and outside of your industry. Dr. Michelli offers structured and advanced innovation strategies that lead to results-based breakthroughs.
From the Ordinary into the Extraordinary: Lessons for Growing People and Business
Starbucks took an extremely ordinary product and revolutionized the way people perceive and experience it. The Pike Place Fish Market has not only changed the way fish are sold but has innovated a business approach referred to as the "Fish Philosophy." Just as Starbucks has transformed the coffeehouse experience, so too can you maximize your "ordinariness" for positive impact, organizationally and in your communities. Examine how cutting edge leadership and front line workers can make a consistently extraordinary difference -- on and off the job.
Change or Die! : Securing Maximum Innovation and Staff Engagement
This presentation examines the primary drivers of change in the technological age. It demonstrates ways to establish flexible service and quality standards while encouraging the sharing of unique ideas and talents of employees. By making important leadership distinctions between "being" and "doing," Dr. Michelli offers a fun yet practical approach to infusing greater employee vitality, ownership and fun. It helps participants utilize essential strategies for seizing opportunities in a rapidly changing world.
Enjoying Life to the Fullest by Capturing the Naturally Occurring Humor of Reality
Have you noticed that not everyone is amused by the challenges of living? In a world filled with depression, burnout and despair, it is clear that few have developed a perspective which makes the human experience enjoyable. This presentation reviews simple attitude and perspective shifts which can provide shock absorption on the bumpy road of life. It emphasizes that it is not the events of life that matter but the emotional choices we make in response to them.
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