NSB Logo Dr. Joseph Michelli Dr. Joseph Michelli

Dr. Joseph Michelli


St. Petersburg, Florida, USA

Customer Experience & Corporate Leadership Guru

Joseph Michelli 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.

Keynote Speeches

Virtual Keynotes & Webinars
Contact us for more information about this speaker & their virtual presentations. Click here for some of the most popular formats for virtual events.
It's Personal: Sustainable Success through Human-Powered and Technology-Aided Experiences

Team members and customers want experiences personalized for them.

In this presentation, Joseph provides tools for forging personal emotional connections (PECs) with those you serve.

Based on his work with (and books about) companies like Airbnb, Starbucks, The Ritz-Carlton Hotel Company, and Zappos, attendees will leave with insights and resources for creating customer belonging, uncovering stated and unstated customer needs, and delivering personal and loyalty-building experiences.

Attracting and Retaining Team Members and Customers - A Toolkit for Human-Centric Culture

You aren’t in business to create profits; you are in business to serve team members and
customers. Sustained profits follow when you care for and about the people inside and outside your organization.

This keynote spotlights how every individual can contribute to a constructive and empowering culture. Joseph provides actionable tools for driving autonomy, meaning, and purpose. Borrowing from his work with and books about companies like the Ritz-Carlton Hotel Company, Zappos, Mercedes-Benz, and the Pike Place Fish Market, this culture-building content increases employee engagement, customer loyalty, and meteoric growth.

Listen, Empathize, Add Value, and Delight - Crafting Experiences that Drive Loyalty & Referrals

If you want repeat business and customer referrals, you need to do more than meet customer needs.

In this presentation, Joseph shares his LEAD model of customer engagement which focuses on listening, empathy, value creation, and anticipating needs.

Developed through his work with Mercedes-Benz, The Ritz-Carlton Hotel Company, Godiva Chocolate, Pandora Jewelry, and UCLA Health System, this keynote provides assets for understanding stated and unstated customer needs. It also fosters stronger emotional connections with core customer segments and the ability to deliver customer value consistently.

Joseph helps audience members anticipate customer preferences and develop scalable solutions that fuel customer delight and loyalty.

It's not Easy Enough - Streamlining Human Experiences through People, Process, and Technology

How much effort does it take for your customers to get their needs met?

Customer retention requires well-designed experiences that make it easy for customers to get what they want and need.

Joseph offers audience members experience design tools like “Way We Serve Statements™,” ecosystem blueprints, and empathy maps. These resources enable participants to meet customer needs, reduce customer effort, and target moments that matter most to customers.

Audience members benefit from proven tools that Joseph uses with clients in healthcare, retail, financial services, insurance, construction, e-commerce, insurance, food service, and hospitality.

Resilient, Agile, and Adaptive: Mastering Adversity and Sustaining Success

How do you ensure your people and your organization successfully face challenges and emerge stronger from adversity?

Joseph asked that question to more than 150 global business leaders, including CEOs and presidents of Google, Microsoft, Starbucks, United Way, RBC, Verizon, Southwest Airlines, Goldman Sachs, and H&R Block.

This presentation shares key learnings from those leaders (captured in his Stronger Through Adversity book. It also provides practical tools researched by experts in neuropsychology, learning agility, adaptive leadership, and collaborative/continuous learning.

Deploying his background as a clinical psychologist, leadership consultant, and organizational development specialist, Joseph offers the audience needed resources to ensure sustained personal and organizational growth – even in the toughest of times.

The New Gold Standard: Leadership Principles for Creating Legendary Customer Experiences

In this presentation, Joseph examines how to deliver legendary customer experiences such as those consistently offered by The Ritz-Carlton Hotel Company.

The New Gold Standard presents cutting-edge leadership strategies for selecting, training, and retaining the “right” staff. It demonstrates how leaders and front-line workers can drive team member engagement and ownership behavior, ultimately producing transformational customer experiences.

Expounding on leadership principles such as “Define and Refine,” “Empower Through Trust,” and “It’s Not About You,” this presentation examines ways to keep your service relevant to changing customer needs and increasing expectations.

Driven to Delight - The Art and Science of World-Class Customer Experiences

World-class customer experience companies pass the C.R.U.D. Test: they elevate Credible, Relevant, Unique, and Durable experiences.

Based on Joseph’s book titled “Driven to Delight – Delivering World-Class Customer Experiences the Mercedes-Benz Way,” participants learn how to:

  • Create a compelling vision for exceptional customer experiences
  •  Identify the ever-changing wants, needs, and desires of customers
  • Map out essential customer journeys and high-value contact points
  • Effectively evaluate customer perceptions throughout their brand journey
  • Resolve customer needs swiftly and constantly improve the delivery of experiences
  •  Link rewards and recognition to customer experience excellence

Since 75% of customers who leave a business indicate they are “satisfied or highly satisfied” at the time of their departure, this presentation offers tools Joseph used with Mercedes-Benz to catapult positive emotional value and customer loyalty. It emphasizes the importance of being Driven to Delight – with every customer, every time – no excuses

Distinct and Branded Customer Experiences: 5 Principles for Turning Ordinary into Extraordinary

How do you distinguish your products and services through the experiences you provide? For example, Starbucks became synonymous with coffee by creating the “third place” experience – one that reflects affordable luxury and aspires to be the “living room” of the community.

This presentation builds on Joseph’s work with Starbucks (and two books he’s written about them – The Starbucks Experience and Leading the Starbucks Way) by mixing in customer engagement strategies from other books he’s written about companies like Zappos, Airbnb, and UCLA Health Systems.

Using principles like “Make it Your Own,” “Surprise and Delight,” and “Embrace Resistance,” Joseph shows how anyone can create a branded customer experience that drives sustained growth and profitability.

High Quality, Customized Virtual Presentations

Joseph adapts his content to accommodate virtual events and broadcasts from a studio
equipped with a fiber optic internet connection and professional video, audio, and lighting equipment.

Joseph has a producer on-site to ensure your virtual event goes smoothly. He is also certified as a virtual presenter by eSpeakers.

Platform Plus Presentations

Unique formats and ways to connect with audiences.
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.

Audience reviews:

  • 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 and CEO, Acuity, A Mutual Insurance Company
  • 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

Speaker Biography

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. He’s a prolific thinker and writer on best practices with books including:

2021 – Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges.

Joseph’s other titles include 
The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, 

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,

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.