Joseph A Michelli
- Customer Experience Expert
- Professor at Campbellsville University
- New York Times #1 Bestselling Author
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....
read the restJoseph 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. His books include:
- All Business Is Personal: One Medical’s Human-Centered, Technology-Powered Approach to Customer Engagement
- 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 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 New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company
- The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary
- 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
- Customer Magic: The Macquarie Way -How to reimagine customer experience to transform your business
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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Speaker Programs
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, ...more
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. ...less
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 ...more
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. ...less
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 ...more
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. ...less
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 ...more
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. ...less
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, ...more
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. ...less
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 ...more
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. ...less
World-class customer experience companies pass the C.R.U.D. Test. Accordingly, 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: ...more
World-class customer experience companies pass the C.R.U.D. Test. Accordingly, 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 Mercedez-Benzs to catapult positive emotional value and customer loyalty. It emphasizes the importance of being Driven to Delight - with every customer, every time - no excuses. ...less
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 ...more
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. ...less
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 ...more
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. ...less
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. Despite that prioritization, consumer satisfaction continues to ...more
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. Despite that prioritization, consumer satisfaction continues to decline. 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 importance of leadership vision and approaches to inspire customer-centricity for everyone who represents your brand. Moreover, the presentation offers practical tools for integrating technology with human service delivery to create a unique, special bond with your customers. ...less
Let's face it: the wants, needs, and desires of your customers are constantly changing. In this presentation, Dr. Michelli distinguishes between product, service, and experience-based strategies for acquiring, retaining, and driving referrals from your customers. ...more
Let's face it: the wants, needs, and desires of your customers are constantly changing. In this presentation, Dr. Michelli distinguishes between product, service, and experience-based strategies for acquiring, retaining, and driving referrals from your customers. Leveraging key principles from customer experience design technology, Joseph shows the importance of crafting a Way We Serve™ Statement, which helps staff members understand the nature of the optimal experience you seek to deliver. In this keynote, Dr. Michelli also demonstrates how to make cost-conscious decisions that drive customer loyalty and increase customer spend. ...less
No company makes money or stays in business unless they serve the needs of others. Moreover, "crave-able" customer experiences drive consumer loyalty. Conservative estimates suggest it costs six times more to attract a new customer ...more
No company makes money or stays in business unless they serve the needs of others. Moreover, "crave-able" customer experiences drive consumer loyalty. Conservative estimates suggest it costs six times more to attract a new customer than to retain an existing one. By offering solutions to address stated and unstated customer needs, you increase your customers' desire to spend more money on your business. In this keynote or workshop, Dr. Michelli discusses ways to innovate solutions that will enhance the customer's life, such that existing customers spend more and increase their referrals to your business. By identifying loyalty drivers, Dr. Michelli helps audience members understand how to allocate limited financial and staff resources for maximum customer experience return. ...less
Who is responsible for creating compelling experiences that draw customers? The short answer is everyone in the business! Dr. Michelli's presentation challenges each audience member to take ownership of the experiences they provide to assure ...more
Who is responsible for creating compelling experiences that draw customers? The short answer is everyone in the business! Dr. Michelli's presentation challenges each audience member to take ownership of the experiences they provide 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 as 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 rapidly changing times. It is a call for rock-solid execution of customer service standards. ...less
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 ...more
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. ...less
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 ...more
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! ...less
The phrase “new normal” is being overused these days! When most people say it, you can hear the pain in their voice and a nostalgic longing for the way things used to be. There are ...more
The phrase “new normal” is being overused these days! When most people say it, you can hear the 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 presentation focuses on a different set of “what if” questions. What if you can disrupt 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 to design and deliver humanity and technology-rich experiences that drive loyalty and referrals. ...less
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 ...more
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. This presentation helps participants utilize essential strategies for seizing opportunities in a rapidly changing world. ...less
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 ...more
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 inside and outside your industry. This presentation also offers structured and advanced innovation strategies that lead to results-based breakthroughs. ...less
Everyone leaves a legacy. 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. Michelli helps frontline team members, ...more
Everyone leaves a legacy. 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. 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 the scope of impact. "Engineering Legacy - The Art of Lasting Significance," takes participants through a process to define and be held accountable to their own personal “Legacy Vision." ...less
"Why do you come to work?" That fundamental question is the foundation for a presentation that analyzes the transformational power of work and service. By shifting the focus away from the task nature of work ...more
"Why do you come to work?" That fundamental question is the foundation for a presentation that analyzes the transformational power of work and service. By shifting the focus away from the task nature of work to the purpose of a person's job choice, Dr. Michelli helps participants ignite their passion and calling for their work. Dr. Michelli guides employees at all levels of the organization to understand how they can do more than transact business. Instead, he shows how they can develop their gifts and talents in service of powerful transcendent goals. ...less
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