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Dr. Joseph Michelli

Customer Experience & Corporate Leadership Guru

Dr. Michelli is a bestselling author who studies high performing organizations focused on exceptional customer experiences.  His latest – The Starbucks Experience: 5 Principles for Turning Ordinary to Extraordinary – offers information-rich presentations that electrify audiences! His national and international presentations aid corporations and individuals as they focus on the ultimate customer experience, develop innovative cultures, learn success principles, maximize their potential, manage change and enjoy the magic of daily life.

St. Petersburg, Florida, USA

Presentations

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.

Platform Plus

Customized Workshops

The 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.

Awards

2014
Hospitality Gurus | Top 30 Global Gurus in Hospitality

  • You WOWED us beyond all expectations!! I can't thank you enough for all the time, energy and enthusiasm you brought to your presentation. And your willingness to sit in on the table discussion was completely unexpected. To top all of this off, the comments I've received from everyone, especially senior management, were all incredibly positive.

    - Director, Janus Labs
  • He provide a energetic and moving presentation. Having to present to a mixed audience (home building industry professionals and their spouses) is difficult for anyone but I believe he delivered a great presentation that had an impact on many of our attendees.

    - Awards & Events Manager, Canadian Home Builders' Association
  • Dr. Joseph Michelli's workshop delivered exactly what we needed. In 20 years of conference programming his workshop has to rank at the top in terms of useable content.

    - Executive Director, America Outdoors Association
  • I highly recommend Joseph to any organization that is focused on providing the highest degree of customer service and obtaining world-class results... 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

Summary Profile

Joseph A. Michelli, Ph.D., 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 the total customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.

Dr. Michelli’s book is Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way. Joseph is a Wall Street Journal, USA Today, Publishers Weekly, Nielson Bookscan and New York Times #1 bestselling author of books like 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 received his Bachelor’s Degree from the University of Denver and his Masters and Doctorate from the University of Southern California. He is a professional member of the National Speakers Association and the Authors Guild. Joseph has won the Asian Brand Excellence Award and achieved numerous other writing and presentation honors. He is an editorial board member for the Beryl Institute’s Patient Experience Journal (PXJ) and on the founders council of CustomerExperienceOne.

Having journeyed with his late wife, Nora, through a six year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer as well as abating world hunger.Dr. Michelli believes his greatest accomplishment is his ability to learn from the laughter and humor of his children, Andrew and Fiona. He received his Certified Speaking Professional (CSP) Designation in 2015.