Joseph Michelli
JOSEPH MICHELLI
Customer Experience & Culture Speaker
TRAVELS FROM:
Florida
SPEAKER FEE:

$15,001 - $20,000

Speaker fee falls within this range. For exact fee, please contact us.

"It was an incredible experience having Joseph Michelli, a visionary and author of books on Starbucks, Ritz Carlton, Zappos, and Mercedes-Benz, lend his customer-centric insight to ACUITY's formalized strategic planning process. He embraced our organization, intent on fully understanding our culture, direction, and goals, doing so with excitement and captivation. Such discernment allowed Joseph to tailor an extraordinary presentation to ACUITY's management team, helping foster discussions and ideas that are heightening our company's future. I was absolutely delighted and honored by Joseph Michelli's engagement with ACUITY. His message and unique delivery style are unmatched."

President & CEO

"Joseph was the first of our featured speakers and he set a high bar for all who would follow with a compelling and enthusiastic presentation that both reminded us of the importance of going above and beyond for our clients and provided us with key insights into how to make that happen across our organizations. I've already had several agents and advisors tell me that they've purchased Joseph's books and are working with their staffs to begin implementing his ideas. I would wholeheartedly recommend him to anyone who wanted to help build capacity in their organization for creating positive and memorable client experiences."

Founder

"I highly recommend Joseph to any organization that is focused on providing the highest degree of customer service and obtaining world-class results. In the competitive and crowded field of consultants and business advisers helping organizations align and integrate their customer service objectives into their core mission and daily operations, Joseph stands out. He has separated himself from the pack and, once you see him in action, you'll understand why."

Director of Organizational Development

"Dr. Michelli provided an energetic and thought provoking kick-off to our annual client conference. His energy and ability to relate the experiences of his research with leading edge organizations immediately captured and inspired the audience. Our clients gave us kudos for his insights into the opportunities that exist to connect all employees to the daily delivery of a company's mission. His central message is right on the mark and even more so for organizations trying to remain competitive in today's challenging economic climate."

CEO
ABOUT JOSEPH MICHELLI

Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.

Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a member of the Authors Guild, an editorial board member for the Beryl Institute’s Patient Experience Journal (PXJ), and is on the founders’ council of CustomerExperienceOne. Other achievements include winning the Asian Brand Excellence Award and being named as one of the Top 10 thought leaders in Customer Service by Global Gurus. He received his master’s and doctorate from the University of Southern California.

Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger.

Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His latest book is The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Joseph’s other titles include Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People, The Zappos Experience: 5 Principles to Inspire Engage and WOW, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of 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.

JOSEPH MICHELLI PROGRAMS & TOPICS

WORLD-CLASS CUSTOMER EXPERIENCE – EXCELLENCE THROUGH PEOPLE, PRODUCT, AND PROCESS

You are not alone in wanting to deliver outstanding customer experiences. According to Forrester Research, customer experience elevation is on the strategic priority list of 92% of businesses. Despite that prioritization, consumer satisfaction continues to decline. This presentation outlines the difference between companies that “aspire to” and those like Mercedes-Benz USA that “execute to” deliver customer delight. It outlines the importance of leadership vision and approaches to inspire customer-centricity for everyone who represents your brand. Moreover, the presentation offers practical tools on how to integrate technology with human service delivery to create a unique, special bond with your customers.

CUSTOMER LOYALTY: DRIVING EASE AND ENGAGEMENT

The drivers of customer loyalty are changing! Consumers no longer stay loyal to brands that simply satisfy them. Increasingly, customers churn because brands are difficult to do business with and/or those brands don’t develop emotional or lifestyle connections with them. In this customer loyalty presentation, Dr. Michelli looks at best practices from brands like Mercedes-Benz USA, Zappos, and Starbucks as they forge emotional connections at high-value touchpoints. He also demonstrates how an entire workforce listens to the voice of customers and looks for ways to remove pain points and enhance delight. This presentation also explores the role of employee loyalty to customer loyalty and the leadership behaviors needed to achieve both.

BETTER THAN NORMAL – CREATING EXCEPTIONAL TECHNOLOGY AIDED AND HUMAN POWERED EXPERIENCES

The phrase "new normal" is being overused these days! When most people say it, you can hear the pain in their voice and a nostalgic longing for the way things used to be. There are lots of "if onlys" packed into the phrase. "If only," we could go back to the "old normal." This presentation focuses on a different set of "what if" questions. What if you can take the disruption of the pandemic to make the future better than the old normal? What if, you could leverage technology tools in conjunction with higher human service levels to deliver a more engaging experience to all stakeholders (peers, team members, customers, and vendors)? Dr. Michelli will customize this presentation to offer immediate impact tools needed to design and deliver humanity and technology-rich experiences that drive loyalty and referrals.

ENGINEERING LEGACY - THE ART OF LASTING SIGNIFICANCE

Everyone leaves a legacy. The scope of that legacy is largely a function of the degree to which it is designed versus left to chance. Utilizing a legacy model, Dr. Michelli helps frontline team members, managers and leaders understand the importance of finding defining the lasting emotional impact they wish to have on colleagues and customers. Further, he guides audience members to see their influence as a function of effort as well as the scope of impact. "Engineering Legacy - The Art of Lasting Significance," takes participants through a process to define and be held accountable to their own personal "Legacy Vision."

STRONGER THROUGH ADVERSITY – LESSONS ON EFFECTIVENESS FROM A 150 GLOBAL LEADERS

THE AIRBNB WAY – 5 LESSONS FOR IGNITING GROWTH THROUGH LOYALTY, COMMUNITY & BELONGING

Request Availability for Joseph Michelli

JOSEPH MICHELLI BOOKS
JOSEPH MICHELLI
Customer Experience & Culture Speaker
Joseph Michelli
TRAVELS FROM:
Florida
SPEAKER FEE:

$15,001 - $20,000

Speaker fee falls within this range. For exact fee, please contact us.
"It was an incredible experience having Joseph Michelli, a visionary and author of books on Starbucks, Ritz Carlton, Zappos, and Mercedes-Benz, lend his customer-centric insight to ACUITY's formalized strategic planning process. He embraced our organization, intent on fully understanding our culture, direction, and goals, doing so with excitement and captivation. Such discernment allowed Joseph to tailor an extraordinary presentation to ACUITY's management team, helping foster discussions and ideas that are heightening our company's future. I was absolutely delighted and honored by Joseph Michelli's engagement with ACUITY. His message and unique delivery style are unmatched."
President & CEO

Acuity, A Mutual Insurance Company

"Joseph was the first of our featured speakers and he set a high bar for all who would follow with a compelling and enthusiastic presentation that both reminded us of the importance of going above and beyond for our clients and provided us with key insights into how to make that happen across our organizations. I've already had several agents and advisors tell me that they've purchased Joseph's books and are working with their staffs to begin implementing his ideas. I would wholeheartedly recommend him to anyone who wanted to help build capacity in their organization for creating positive and memorable client experiences."
Founder

Advisors Excel

"I highly recommend Joseph to any organization that is focused on providing the highest degree of customer service and obtaining world-class results. In the competitive and crowded field of consultants and business advisers helping organizations align and integrate their customer service objectives into their core mission and daily operations, Joseph stands out. He has separated himself from the pack and, once you see him in action, you'll understand why."
Director of Organizational Development

St. David's Healthcare

"Dr. Michelli provided an energetic and thought provoking kick-off to our annual client conference. His energy and ability to relate the experiences of his research with leading edge organizations immediately captured and inspired the audience. Our clients gave us kudos for his insights into the opportunities that exist to connect all employees to the daily delivery of a company's mission. His central message is right on the mark and even more so for organizations trying to remain competitive in today's challenging economic climate."
CEO

Bright Horizons

ABOUT JOSEPH MICHELLI

Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.

Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a member of the Authors Guild, an editorial board member for the Beryl Institute’s Patient Experience Journal (PXJ), and is on the founders’ council of CustomerExperienceOne. Other achievements include winning the Asian Brand Excellence Award and being named as one of the Top 10 thought leaders in Customer Service by Global Gurus. He received his master’s and doctorate from the University of Southern California. 

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Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger.

Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His latest book is The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Joseph’s other titles include Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People, The Zappos Experience: 5 Principles to Inspire Engage and WOW, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of 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.

JOSEPH MICHELLI PROGRAMS & TOPICS
WORLD-CLASS CUSTOMER EXPERIENCE – EXCELLENCE THROUGH PEOPLE, PRODUCT, AND PROCESS
You are not alone in wanting to deliver outstanding customer experiences. According to Forrester Research, customer experience elevation is on the strategic priority list of 92% of businesses. Despite that prioritization, consumer satisfaction continues to decline. This presentation outlines the difference between companies that “aspire to” and those like Mercedes-Benz USA that “execute to” deliver customer delight. It outlines the importance of leadership vision and approaches to inspire customer-centricity for everyone who represents your brand. Moreover, the presentation offers practical tools on how to integrate technology with human service delivery to create a unique, special bond with your customers.
CUSTOMER LOYALTY: DRIVING EASE AND ENGAGEMENT
The drivers of customer loyalty are changing! Consumers no longer stay loyal to brands that simply satisfy them. Increasingly, customers churn because brands are difficult to do business with and/or those brands don’t develop emotional or lifestyle connections with them. In this customer loyalty presentation, Dr. Michelli looks at best practices from brands like Mercedes-Benz USA, Zappos, and Starbucks as they forge emotional connections at high-value touchpoints. He also demonstrates how an entire workforce listens to the voice of customers and looks for ways to remove pain points and enhance delight. This presentation also explores the role of employee loyalty to customer loyalty and the leadership behaviors needed to achieve both.
BETTER THAN NORMAL – CREATING EXCEPTIONAL TECHNOLOGY AIDED AND HUMAN POWERED EXPERIENCES
The phrase "new normal" is being overused these days! When most people say it, you can hear the pain in their voice and a nostalgic longing for the way things used to be. There are lots of "if onlys" packed into the phrase. "If only," we could go back to the "old normal." This presentation focuses on a different set of "what if" questions. What if you can take the disruption of the pandemic to make the future better than the old normal? What if, you could leverage technology tools in conjunction with higher human service levels to deliver a more engaging experience to all stakeholders (peers, team members, customers, and vendors)? Dr. Michelli will customize this presentation to offer immediate impact tools needed to design and deliver humanity and technology-rich experiences that drive loyalty and referrals.
ENGINEERING LEGACY - THE ART OF LASTING SIGNIFICANCE
Everyone leaves a legacy. The scope of that legacy is largely a function of the degree to which it is designed versus left to chance. Utilizing a legacy model, Dr. Michelli helps frontline team members, managers and leaders understand the importance of finding defining the lasting emotional impact they wish to have on colleagues and customers. Further, he guides audience members to see their influence as a function of effort as well as the scope of impact. "Engineering Legacy - The Art of Lasting Significance," takes participants through a process to define and be held accountable to their own personal "Legacy Vision."
STRONGER THROUGH ADVERSITY – LESSONS ON EFFECTIVENESS FROM A 150 GLOBAL LEADERS

Within days of COVID-19 disrupting the business world, Dr. Michelli began asking senior leaders at major companies about their specific challenges and how they were meeting them, getting raw yet thoughtful real-time insights into the greatest business crisis in generations. In this presentation, Dr. Michelli shares the invaluable wisdom and practical insights from 150+ top global business leaders on all aspects of leading through and beyond COVID, including crisis management, keeping employees and customers safe, maintaining a culture of engagement, rapidly innovating, and more. 

THE AIRBNB WAY – 5 LESSONS FOR IGNITING GROWTH THROUGH LOYALTY, COMMUNITY, & BELONGING

In 2007, the founders of Airbnb had a roommate move out of their San Francisco apartment. In an effort to pay rent, they placed air mattresses in a spare room and created a website where they listed the sleeping space. Within a decade, the company was valued at 38 billion dollars. In this presentation, Dr. Michelli outlines the process of creating a 21st-century customer experience which is technology-aided and human-powered. He offers tools for disrupting or averting disruption by creating customer belonging, designing for trust, and maximizing team member and customer empowerment.

JOSEPH MICHELLI BOOKS

Request Availability for Joseph Michelli