Joseph Michelli

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. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His latest book is Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges. Joseph’s other titles include 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 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.

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IT'S PERSONAL: SUSTAINABLE SUCCESS THROUGH HUMAN-POWERED AND TECHNOLOGY-AIDED EXPERIENCES

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.

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 Company, Zappos, Mercedes-Benz, and the Pike Place Fish Market, this culture-building content increases employee engagement, customer loyalty, and meteoric growth.

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 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.

RESILIENT, AGILE, AND ADAPTIVE - MASTERING ADVERSITY AND SUSTAINING SUCCESS

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.

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 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.

"It was an incredible experience having Joseph Michelli, a visionary and author of books on Starbucks, Ritz Carlton, Zappos, and Mercedes-Benz, lend his customer-centric insight to ACUITY’s formalized strategic planning process. 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

"I can’t say enough good things about the experience Joseph provided for the agents and advisors at our annual World Series of Sales. He was the first of our featured speakers and he set a high bar for all who would follow with a compelling and enthusiastic presentation that both reminded us of the importance of going above and beyond for our clients and provided us with key insights into how to make that happen across our organizations. Joseph’s real-life examples really helped drive home that all business truly is personal and that if we’re not finding a way to reach our clients on a personal level, we’re doing a disservice to them and to ourselves. I’ve already had several agents and advisors tell me that they’ve purchased Joseph’s books and are working with their staffs to begin implementing his ideas. I would wholeheartedly recommend him to anyone who wanted to help build capacity in their organization for creating positive and memorable client experiences." — FOUNDER, ADVISORS EXCEL

"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." — CEO, BRIGHT HORIZONS