Joseph A Michelli
Ph.D., CSP
FL, USAttract and retain team members & customers. Develop a world-class service culture. Drive repeat business & referrals. Create best-in-class human experiences. Leave a lasting & purposeful legacy.
Joseph A. Michelli, Ph.D., is an internationally sought-after speaker, author, and organizational consultant committed to helping leaders and frontline team members elevate customer experiences, enhance employee engagement, improve resilience, and achieve purposeful success.
Dr. Michelli is a New York Times #1 bestselling author of nine McGraw-Hill published books, including:
Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges
The Airbnb Way: 5 Leadership Lessons for Igniting Growth Through Loyalty, Community, and Belonging
Driven to Delight: Delivering World-Class Customer Experience in 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 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 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 a Top Five thought leader in Customer Experience for six consecutive years. 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.
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Joseph is in the experience business. He is committed to helping you create an impactful speaking experience that exceeds your goals and objectives. To that end, Joseph:
- Listens to key stakeholders
- Builds a draft presentation based on the input he receives
- Runs through his draft presentation to ensure no unwanted surprises
- Makes needed adjustments to his presentation draft
- Creates videos to promote your event or pique the interest of participants
- Lets you know when he arrives on the property
- Participates in audio/visual run-throughs
- Designs useable tools for participants to use post-presentation
- Follows-up to ensure the presentation had the desired impact
In short, Joseph will tailor his message to your audience, adapt to your needs, and ensure a successful, informative, inspiring, and memorable keynote, workshop, or training session.
******
Please view the topics below as examples of the content Joseph can provide.
He will individualize your presentation based on your objectives and audience needs.
Joseph A. Michelli, Ph.D., is an internationally sought-after speaker, author, and organizational consultant committed to helping leaders and frontline team members elevate customer experiences, enhance employee engagement, improve resilience, and achieve purposeful success.
Dr. Michelli is a New York Times #1 bestselling author of nine McGraw-Hill published books, including:
Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges
The Airbnb Way: 5 Leadership Lessons for Igniting Growth Through Loyalty, Community, and Belonging
Driven to Delight: Delivering World-Class Customer Experience in 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 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 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 a Top Five thought leader in Customer Experience for six consecutive years. 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.
******
Joseph is in the experience business. He is committed to helping you create an impactful speaking experience that exceeds your goals and objectives. To that end, Joseph:
- Listens to key stakeholders
- Builds a draft presentation based on the input he receives
- Runs through his draft presentation to ensure no unwanted surprises
- Makes needed adjustments to his presentation draft
- Creates videos to promote your event or pique the interest of participants
- Lets you know when he arrives on the property
- Participates in audio/visual run-throughs
- Designs useable tools for participants to use post-presentation
- Follows-up to ensure the presentation had the desired impact
In short, Joseph will tailor his message to your audience, adapt to your needs, and ensure a successful, informative, inspiring, and memorable keynote, workshop, or training session.
******
Please view the topics below as examples of the content Joseph can provide.
He will individualize your presentation based on your objectives and audience needs.
It's Personal: Sustainable Success Through Human Powered and Technology Aided Experiences
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...
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...
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...
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...
Resilient, Agile and Adaptive - Mastering Adversity and Sustaining Success
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...
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...
Driven to Delight - The Art and Science of World-Class Customer 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...
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...
High Quality, Customized Virtual Presentations
Joseph has a producer on-site to ensure your virtual event goes smoothly. He is also certified as a virtual presenter by espeakers.
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