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Dr. Joseph Michelli

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.

St. Petersburg, Florida, USA

Presentations

The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging
Joseph Michelli shows audiences how innovative leaders have managed to build a unique brand by inspiring and engaging a community of hospitality entrepreneurs―a feat unparalleled in the shared economy. 

Key Takeaways:
•  Airbnb’s strategies and practices that drive customer engagement and loyalty
• How to provide phenomenal customer service in the shared economy
• Proven principles for getting the most from all stakeholders―including those who share resources and services

Customer Experience | 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 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.

Healthcare | Prescription for Excellence – Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System
Imagine running a business that requires the innovation of Apple, the commitment to safety of NASA, and the customer service of The Ritz-Carlton. Further, imagine your mandate demands you are a world-class educator, your work product holds life and death in the balance and you are responsible for discoveries that shape the future of medicine. That is the charter of the UCLA Health System. As such, UCLA tackles a diverse set of challenges faced by most businesses. Borrowing from transformational leadership at UCLA, Dr. Michelli outlines lessons on how to catapult your business to preeminence at an unusually rapid pace, transform the satisfaction and engagement of your customers through a service-centric approach, achieve enviable profitability during economic downturns and re-design, elevate, and humanize your customer experience. Through the context of business principles like Commit to Care, Make the Best Better, and Create the Future, Dr. Michelli offers insights about elevating service excellence by consistently executing against the highest service standards.

Customer Loyalty | Driving 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 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.

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 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.”

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

  • 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

Summary Profile

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 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.