Joseph Michelli

Joseph Michelli

Customer Experience Expert | Bestselling Author

Joseph Michelli helps organizations catapult to pre-eminence by creating engaged employees and exemplary customer service experiences. Boasting globally celebrated clients like Starbucks, Zappos, and The Ritz-Carlton Hotel Company, Michelli is a renowned organizational consultant and customer service expert—as well as a #1 bestselling author—who delivers his message on the importance of extraordinary workplace culture and customer gratification with ease, humor, and the expertise of someone who “lives” client experience and leadership excellence.

Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson Bookscan and New York Times #1 bestselling author. His most recent title is Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, and he is also the author of Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your PeopleThe 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.

Michelli holds the Asian Brand Excellence Award, and has achieved numerous other writing and presentation honors, including being named one of the “World’s Top 30 Hospitality Professionals” by Global Gurus International. He is an editorial board member for the Beryl Institute’s Patient Experience Journal and on the Founders’ Council of CustomerExperienceOne. Michelli received his Masters and Doctorate degrees from the University of Southern California.

Driven to Delight – Delivering World-Class Customer Experience the Mercedes-Benz Way

Many businesses were not created on a customer experience or customer service foundation. They started from a founder’s passion for a given product or industry. These types of businesses might have innovative products, operational excellence, and even great marketing.  What they often lack is consistent and emotionally engaging customer experience that live up to their product quality. In Driven to Delight, Dr. Michelli looks at how an iconic brand with the motto “best or nothing” set sights on being one of the world’s best customer experience providers.  Moving from the middle of the pack among luxury automobile manufacturers on customer satisfaction surveys toward levels that rival a brand like The Ritz-Carlton Hotel Company, leaders at Mercedes-Benz USA created a compelling transformational vision while aligning and mobilizing people, processes, and technology.  If you are on a cultural journey to be Driven to Delight, this message will inform and resonate!

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 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 (Serve a Perfect Fit, Make it Effortlessly Swift, Step Into the Personal, S T R E T C H, and Play to Win). It’s time to integrate (not balance) work and fun. It’s time to benefit from the unique and effective customer employee and customer engagement techniques of Zappos!

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 UCLA Health System and as such UCLA offers a view into 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 to elevating service excellence by consistently executing against the highest service standards.

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

In this presentation, Dr. Michelli 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 selection, training, and retention of the “right” staff. It demonstrates how leaders and front line workers can drive staff engagement and ownership behavior that ultimately produces 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 shifting economic times.

The Starbucks Experience – 5 Principles for Turning Ordinary into Extraordinary

By strategically focusing and executing on the details of the internal and external customer experience, Starbucks has become an employer and coffee provider of choice. In essence, Starbucks has become a name synonymous with coffee itself. While most people see Starbucks as a coffee company that serves people, its success is based on the inverse. It is a people company serving coffee. In this keynote or workshop, Dr. Michelli shows frontline workers and business leaders how to “stage” and perform on their brand’s promise. He analyzes the importance of identifying a desired emotional connection with the customer. Further, Dr. Michelli helps participants see the important distinction between “good” and “bad” profit (for example, bad profit is that made at the expense of the customer need). Using principles like “Make it Your Own,” “Surprise and Delight,” and “Embrace Resistance,” Dr. Michelli shows how to create the ultimate customer experience. Lights, camera, action – your experience awaits.

When Fish Fly: Lessons for Creating a Vital and Energized Workforce

Dr. Michelli helps you create a unique and durable experience that energizes employees and draws customers. Excerpting from his book of the same name, Dr. Michelli reels in the complete fish story behind the World Famous Pike Place Fish Market in Seattle (where they are known for throwing fish and engaging antics). In this keynote or workshop, Dr. Michelli examines core principles like “Commit It,” “Be It,” and “Coach It” which create Pike Place Fish’s uniquely vital and creative culture. A culture that leads to excellent customer service, legendary employee morale, a fun and dynamic work environment, and ultimately makes a “World Famous” difference in the lives of those they serve. This presentation offers a cohesive strategy for achieving world famous results for owners, managers, front-line workers, and customers alike. If Pike Place Fish can achieve world fame from a small storefront, with zero advertising in a smelly, physically arduous profession, just think what is possible for your company!

Better Than Normal: Creating Exceptional Technology-Aided and Human-Powered Experiences

The phrase “new normal” is being overused these days! When most people say it, you can hear pain in their voice and a nostalgic longing for the way things used to be. There are lots of “if onlys” packed into the phrase. “If only,” we could go back to the “old normal.”  This virtual presentation by Dr. Joseph Michelli focuses on a different set of “what if” questions. What if you can take the disruption of the pandemic to make the future better than the old normal?  What if you could leverage technology tools in conjunction with higher human service levels to deliver a more engaging experience to all stakeholders (peers, team members, customers, and vendors)? Dr. Michelli will customize this presentation to offer immediate impact tools needed to design and deliver humanity and technology rich experiences that drive loyalty and referrals.

Stronger Through Adversity: Lessons on Effectiveness from 150 Global Leaders

Within days of COVID-19 disrupting the business world, Dr. Joseph Michelli began asking senior leaders at major companies about their specific challenges and how they were meeting them, getting raw yet thoughtful real-time insights into the greatest business crisis in generations. In this virtual presentation, Dr. Michelli shares the invaluable wisdom and practical insights from 150+ top global business leaders on all aspects of leading through and beyond the pandemic, including: crisis management, keeping employees and customers safe, maintaining a culture of engagement, rapidly innovating, and more. In this highly customized presentation Dr. Michelli will provide winning leadership methods based on his conversations with leaders from Google, Microsoft, Starbucks, United Way, RBC, Verizon, Southwest Airlines, Goldman Sachs, and H&R Block.

Customer Loyalty: Ease-of-Use and Driving Engagement

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 virtual presentation, Dr. Joseph 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 can listen to the voices of customers and look for ways to remove pain points and enhance delight. This presentation can also explore the role of team member loyalty to customer loyalty and the behaviors needed to achieve both.

Engineering Legacy: The Art of Lasting Significance

Everyone leaves a legacy, and the scope of that legacy is largely a function of the degree to which it is designed versus left to chance.  Utilizing a legacy model, Dr. Joseph Michelli helps frontline team members, managers and leaders understand the importance of finding defining the lasting emotional impact they wish to have on colleagues and customers. Further, he guides audience members to see their influence as a function of effort as well as scope of impact. This virtual presentation takes participants through a process to define and be held accountable to their own personal “Legacy Vision.”