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Joseph Michelli, CSP

Behind the scenes of the world's top brands

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 the total 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) and is a member of the Authors Guild. He received his Masters and Doctorate from the University of Southern California. Joseph has won the Asian Brand Excellence Award, is an editorial board member for the Beryl Institute’s Patient Experience Journal (PXJ), and is on the founders council of CustomerExperienceOne. He was named as one of the Top 10 thought leaders in Customer Service by Global Gurus.

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 as well as abating world hunger.

A feedback slice

“Dr. Michelli provided an energetic and thought provoking kick-off to our annual client conference. His energy and ability to relate the experiences of his research with leading edge organizations immediately captured and inspired the audience. Our clients gave us kudos for his insights into the opportunities that exist to connect all employees to the daily delivery of a company’s mission. His central message is right on the mark and even more so for organizations trying to remain competitive in today’s challenging economic climate.” DAVID LISSY, CEO, BRIGHT HORIZONS

“I highly recommend Joseph to any organization that is focused on providing the highest degree of customer service and obtaining world-class results. In the competitive and crowded field of consultants and business advisers helping organizations align and integrate their customer service objectives into their core mission and daily operations, Joseph stands out. He has separated himself from the pack and, once you see him in action, you’ll understand why.” BERNIE SNOW, DIRECTOR OF ORGANIZATIONAL DEVELOPMENT, ST. DAVID’S HEALTHCARE

“The goal of our conference was to provide small businesses with a roadmap to developing a customer service model that drives referrals through word of mouth. 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. Too many speakers rely solely on entertainment and gimmicks. Dr. Michelli provides content that, if implemented appropriately, can actually result in meaningful change in a company’s culture and in demand for their services.” DAVID BROWN, EXECUTIVE DIRECTOR, AMERICA OUTDOORS ASSOCIATION

Joseph’s customized programs include:

Imagine being able to bring an expert in customer loyalty, client experience design, employee engagement and leadership to your next event. Further imagine that the expert customizes content to meet your desired event outcomes and delivers a presentation tailored to engage the event participants. Dr. Michelli has been partnering with event planners like you for more than 20 years. In that time he has come to realize that his job is not to just share best-practices from his work with companies like Mercedes-Benz USA, Starbucks, Zappos, The Ritz-Carlton Hotel Company, UCLA Health System, and the Pike Place Fish Market, but also to help you be successful with all aspects of your event experience. Joseph customizes each speaking engagement to meet your needs and can affect value by conducting workshops and breakout sessions in addition to keynote speeches.

Your customized event is turned into a set of learning experiences through a variety of services and options:

• Initial meeting to explore your needs and evaluate a like-minded end-goal
• Partnering to develop key learning objectives and create a compelling presentation title
• Interviews/site visits to personalize and enhance the shared experience of the audience
• Customized marketing support messages (audio or video) produced by Dr. Michelli
• Customized articles for inclusion in websites, newsletters, etc. to pique interest in the keynote
• Participation in media interviews to support the event or create buzz
• Discounted pricing of Dr. Michelli’s books
• Book signings at the event
• Complimentary resources for participants such as free weekly podcasts and quarterly newsletters
• Complimentary post-event webinar hosted by Dr. Michelli
• Participation in post-event debriefing meetings with your event organizers
• Formal, post-event assessment of stakeholders

Customized presentations for your organization

Dr. Michelli has spoken to a wide variety of organizations and excels in delivering his message with ease, humor, and the expertise of someone who “lives” client experience and leadership excellence.

KEYNOTES & WORKSHOPS

Examples that will be extremely relevant to your organization:

Presentations based on Dr. Michelli’s bestselling books:

Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way
Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People
The Zappos Experience: 5 Principles to Inspire, Engage, and WOW
Prescription for Excellence: Leadership Lessons for Creating an World Class Customer Experience from UCLA Health System
The New Gold Standard: Leadership Principles for Creating Legendary Customer Experiences
The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary
When Fish Fly: Lessons for Creating a Vital and Energized Workforce

Employee Engagement and Customer Loyalty presentations:

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 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 touch points. He also demonstrates approaches to mobilize an entire workforce to listen to the voice of customers and look 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.

Transforming Your Culture to Drive Customer Engagement, Loyalty and Referrals
A Harvard Business Review research article suggests that “customer experience initiatives” are failing because they are not grounded in cultures of service excellence. In Transforming Your Culture, Dr. Michelli looks at how brands like Mercedes-Benz USA create a compelling vision of change urgency, align leaders in pursuit of tangible customer experience objectives, offer technology and process tools to delight customers, and change the internal conversation to discuss the business from the customer’s vantage point. If you are seeking a fundamental shift toward true “customer-centric” execution, this presentation will offer a roadmap and tools for transformational change!

KEYNOTES & WORKSHOPS

Service Excellence and Customer Experience presentations:

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 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, it offers practical tools on how to integrate technology with human service delivery to create a uniquely special bond with your customers.

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 to their existing goods and services. In this presentation, Dr. Michelli discusses customer trends verifying the wisdom of adopting a cost-effective commitment to elevating service and customer experience. Building on data showing that 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 to help all staff members understand the nature of the optimal experience to be delivered. In this keynote, Dr. Michelli also demonstrates how to make cost-conscious decisions that drive customer loyalty and increase customer spend.

Service is an Inside Job
Who delivers compelling experiences that draw customers? The short answer is everyone in the business! Dr. Michelli’s keynote or workshop challenges each audience member to take ownership in their workplace to assure long-term viability. By making distinctions involving varying levels of employee engagement (owners, renters, and squatters), Dr. Michelli helps redefine the role of every employee to being that of an “equity generator.” He demonstrates that every employee affects the engagement level of colleagues and contributes to positive or negative customer experiences. Dr. Michelli shows how a single employee can change a culture, lift morale, innovate breakthrough products, create customer evangelists, and even save a business. This inspirational presentation is an impassioned yet optimistic call for strong action in these turbulent times. It is a call for “rock-solid” execution of customer service standards.

KEYNOTES & WORKSHOPS

Mastering Change, Unleashing Innovation and Leaving a Legacy presentations:

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 important leadership distinctions between “being” and “doing,” Dr. Michelli offers a fun yet practical approach to infusing greater employee vitality, ownership and fun. It helps participants utilize essential strategies for seizing opportunities in a rapidly changing world.

The Road to Practical Innovation
Innovation is a daunting word. In this presentation, Dr. Michelli demystifies the innovative process. By exploring the inside (ideas of staff) and outside (benchmarking other businesses) lanes, Dr. Michelli demonstrates how your business can gain a competitive advantage in creative product development and service delivery. Dr. Michelli shows how to effectively elicit and implement staff-generated ideas while also looking for best practices both inside and outside of your industry. Dr. Michelli offers structured and advanced innovation strategies that lead to results-based breakthroughs.

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 know and 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.”

Leave Your Mark
Why do you come to work here? That fundamental question is the foundation for a presentation that looks at the transformational power of work and service. By shifting the focus away from the task nature of work to the underlying purpose of a person’s job choice Dr. Michelli helps participants re-identify and ignite that passion and calling of the work in which they engage. Dr. Michelli guides employees at all levels of the organization understand how they can do more than transact business and instead how they can develop gifts and talents in the service of powerful transcendent goals.