Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way
Joseph’s newest presentation is a first-hand look at how Mercedes-Benz transformed itself into a best-in-class, customer-obsessed organization. Joseph consulted for Mercedes-Benz USA allowing him an all-access look at senior leadership’s vision, strategy, and tactical steps to create and sustain the wide-sweeping actions needed to deliver a customer experience that lives up to the company’s brand promise, “the best or nothing.” He shares how Mercedes-Benz went from 7th to 1st among luxury automobile companies on the J.D Power Sales Satisfaction Survey. More importantly, he can help your team transform its customer experience by practical tools involving people, process and technology.
Leading the Starbucks Way – 5 Principles for Connecting with Your Customers, Your Products, and Your People
Let’s assume you have an engaged workforce and a consistent experience that drives staff and customer loyalty, how will you sustain and build on that success? For example, how does your business remain relevant with your existing customer base while continually developing products that attract diverse customer segments? In Leading the Starbucks Way, Dr. Michelli touches upon key drivers that led to Starbucks meteoric success but emphasizes actionable takeaways born from the wisdom of Starbucks leaders as they leverage technology, mobilize the interpersonal connection through social media, expand offerings into the consumer product goods space, and increase sustainability and global relevance. If you are looking for lasting success built on passion for product and people,
Leading the Starbucks Way is for you. The Zappos Experience – 5 Principles to Inspire, Engage, and WOW
Culture, culture, culture! This presentation highlights tools that have created a rich and unorthodox service culture at Zappos. Against all odds this online business (known primarily for selling shoes in a playful and emotionally engaging ways) has revolutionized social media strategies, developed an environment which has earned it a consistent spot in the top ten of Fortune Magazine’s best places to work, created zealous fans, and attracted Amazon.com as a purchaser for more than 1.2 billion dollars. In this keynote or workshop, Dr. Michelli outlines the 5 principles leaders and frontline worker can use to “zappify” enduring success.
Prescription for Excellence – Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System
Dr. Michelli provides an inside look at an organization that has become the envy of its industry—and explains how you can dominate your own industry by using the same approach.
Customized WorkshopsThe presentations listed above can take the form of keynote addresses, workshops, break-out sessions, or training sessions. All presentations can be tailored for mixed audiences or targeted exclusively for senior leadership teams, middle managers, and/or frontline staff.
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