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Speaker: Joseph Michelli
Fee: $10,000 - $12,500

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Joseph Michelli

  • Author of "The Zappos Experience: 5 Principles to Inspire, Engage, and WOW"
  • Authored: "The Ritz-Carlton Way" & "The Starbucks Experience"
Traveling From
Florida
Fees
Keynote: $17,500
Half Day: $20,000
Full Day: $22,500
Travel Fees
US: $1,200 travel stipend. Client to provide lodging.

Categories:
Attitude · Authors · Business Speakers · Corporate Culture · Customer Service ...more · Keynote · Leadership ...less

About Joseph

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.

Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His latest book is Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way. Joseph’s other titles include 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... » read more

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.

Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His latest book is Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way. Joseph’s other titles include 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 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.

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Speaker Programs

So, You Want to Deliver Consistently Outstanding Customer Experiences
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; 23% of those small, medium and large ...more
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; 23% of those small, medium and large companies have customer experience as their #1 priority. Despite that prioritization, consumer satisfaction research suggests customer engagement is at a 9-year low. 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 role leadership vision and alignment play, as well as offers 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 uniquely special bond with your customers. ...less
Service or Experience? Defining Your Way We Serve Statement
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 ...more
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 verifies the wisdom of adopting a cost-effective commitment to elevating service and customer experience. 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. The experience design process begins with crafting a Way We Serve™ Statement which helps staff members understand the nature of the optimal experience you deliver. In this keynote, Dr. Michelli also demonstrates how to make cost-conscious decisions that drive customer loyalty and increase customer spend. ...less
Customer Loyalty: Driving Ease and Engagement Through People, Process, and Technology
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 ...more
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. ...less
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 ...more
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. This presentation helps participants utilize essential strategies for seizing opportunities in a rapidly changing world. ...less
The Starbucks Experience, Five Principles for Turning Ordinary into Extraordinary
For the first time, an outsider has been given unique access to Starbucks, offering readers an in-depth look at every level of the company. The Starbucks Experience offers a rare blend of boardroom strategies, employee ...more
For the first time, an outsider has been given unique access to Starbucks, offering readers an in-depth look at every level of the company. The Starbucks Experience offers a rare blend of boardroom strategies, employee engagement tips, community involvement, and customer satisfaction - for a full-bodied experience that really pays off for all employees in an organization. ...less
Leadership - The Art of Lasting Significance
From Dr. Michelli's perspective, leadership involves engaging people to do the right things to profit people. While much research has been done on leadership success principles, Dr. Michelli focuses on two unifying aspects of leadership ...more
From Dr. Michelli's perspective, leadership involves engaging people to do the right things to profit people. While much research has been done on leadership success principles, Dr. Michelli focuses on two unifying aspects of leadership greatness - positive influential communication skills and the ability to develop leaders who develop leaders. Utilizing a leadership legacy model, Dr. Michelli helps managers and leaders understand the importance of finding ways to engage what is likable about those they lead. Further, he guides leaders in the process of understanding that their influence is shaped by both their effort and by the scope of leaders they develop. "Leadership - The Art of Lasting Significance," takes participants through a process to define their own personal "Leadership Legacy Statement." ...less
Leave Your Mark
"Why do you come to work here?" That fundamental question is the foundation for a presentation that analyzes the transformational power of work and service. By shifting the focus away from the task nature of ...more
"Why do you come to work here?" That fundamental question is the foundation for a presentation that analyzes the transformational power of work and service. By shifting the focus away from the task nature of work to the purpose of a person's job choice, Dr. Michelli helps participants ignite their passion and calling for their work. Dr. Michelli guides employees at all levels of the organization to understand how they can do more than transact business. Instead, he shows how they can develop their gifts and talents in service of powerful transcendent goals. ...less

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