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Joseph Michelli

Business, Customer Service / Loyalty, Employee Engagement, Leadership

Travels from Florida, USA

Joseph Michelli's speaking fee falls within range:
$15,000 to $20,000

Check Joseph Michelli's Availability and Fee

Joseph Michelli Profile

  • Acclaimed for his work with Zappos, Starbucks, and the Ritz-Carleton, Dr. Michelli is one of the world's leading experts on creating stand-out customer experiences.

  • Energetic and thought-provoking, Dr. Michelli imparts practical tools that can transform a company's culture and the demand for their services.

  • Dr. Michelli is the Wall Street Journal and New York Times number one bestselling author of seven books, including Leading the Starbucks Way and The Zappos Experience.
  • Psychologist and customer experience expert, Dr. Joseph Michelli helps companies and organizations define their legacy. Michelli works with leaders and frontline employees alike to find joy in every aspect of their daily lives while consistently delivering an uncommon experience that strengthens customer loyalty and drives up profits.

    Dr. Michelli is the Wall Street Journal and New York Times number one bestselling author of seven books, including Leading the Starbucks Way, The Zappos Experience, and his most recent work, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way. Dr. Michelli has been recognized for his in-depth research and analysis on the business models and best practices of the Pike Place Fish Market in Seattle, Zappos.com, Starbucks, UCLA Health System, and the Ritz Carleton. He was named one of the top ten thought leaders in customer service by Global Gurus and holds a Certified Speaking Professional designation.

    In addition to having spoken in most of the 50 US states, Dr. Michelli has presented throughout Latin America, Europe, the Middle East, East Asia, and Australia.

    • View Extended/Alternate Bio

      Joseph A Michelli, PhD, CSP, 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.

    Joseph Michelli Speaking Videos

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    Joseph Michelli's Speech Descriptions

    Remarkable customer experience is not limited to global brands. Customer experience expert and organizational consultant, Dr. Joseph Michelli shows leaders and employees how they can forge a culture where meaningful exchanges with consumers are the norm.
    An animated speaker acclaimed for his work with Zappos, Starbucks, and Seattle’s Pike Place Fish Market, Michelli models best practices that will make your organization stand out in your market and industry, on a regional or even global level.

    Presentation/workshops based on Dr. Michelli’s bestselling business books:

    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 Amazon.com 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 worldclass
    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!

    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 presents 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 costconscious
    decisions that drive customer loyalty and increase customer spend.


    Service Serves Us™

    Survival in business is rather simple. No company makes money or stays in business unless they serve
    the needs of others. Moreover, creating “craveable” customer experiences drive consumer loyalty.
    Conservative estimates suggest it costs 6 times more to attract a new customer than to retain an
    existing one. When consumers cut back on spending patterns, it is all the more important to focus on
    customer retention. Opportunities also exist to identify the as yet unmet needs of your current
    customers so you can offer solutions to address those needs and increase your customers’ desire to
    spend more money at your business.

    In this keynote or workshop, Dr. Michelli discusses ways to
    innovate solutions that will enhance the life of the customer, such that existing customers spend more
    and increase their referrals to your business. By identifying the drivers of loyalty, Dr. Michelli helps
    audience members understand how to allocate limited financial and staff resources for maximum
    customer experience return.


    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.


    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!


    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.


    Legacy/Service Significance Presentations:

    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 reidentify
    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.

    Joseph Michelli on Speaking

    Together, the planners, SPEAKING.com, and my team can shape the content to maximize learning effectiveness, impact, and memorability.

    SPEAKING.COM: What do you want people to learn/take away from your presentations?

    MICHELLI: I want them to learn and take away the things that the event planners/sponsors and I agree upon. A keynote speech or a workshop is a special event that must be carefully co-created. It is my job to determine what the success of the event will look and feel like from the perspective of the event sponsors. It is then my job to offer up possible ways to achieve those deliverables. Together, the planners, SPEAKING.com, and my team can shape the content to maximize learning effectiveness, impact, and memorability.

    SPEAKING.COM: What kind of special prep work do you do prior to an event? How do you prepare for your speaking engagements?

    MICHELLI: We go beyond initial surveys which are fairly common in the industry. We have as many planning meetings with stakeholders as is necessary to agree on the throughput of the event (content, level of interactivity, and the desired emotional impact). We then talk about ways we might achieve those goals and craft a draft deck.

    Afterwards, we do video conference walkthroughs of the deck to make edits and revisions until there is final approval. This approach results in “no surprises” with regard to content, stories that are used to make a point, correct logos, etc. The only surprise we want clients to have is the level of passion and enthusiasm we bring to the content on the day I take the stage for them.

    I am entrusted to have a transformative effect on an audience. That transformation might involve taking people from one state of knowledge to another or guiding them from change resistance to inspired change readiness.

    SPEAKING.COM: Have you had any particularly memorable speaking engagements / unusual situations arise while on the road?

    MICHELLI: Honestly, every event is memorable to me. I am entrusted to have a transformative effect on an audience. That transformation might involve taking people from one state of knowledge to another or guiding them from change resistance to inspired change readiness. Being given that opportunity over and over again is a blessing.

    The most memorable presentation of my life was probably at a Fathering Conference right after the birth of my son and just before my own father’s death. At that event, I was fortunate enough to have two of my favorite men take the stage with me for a moment that will live forever in my memory.

    SPEAKING.COM: What types of audiences would most benefit from your message?

    MICHELLI:

  • Leaders, managers, or frontline workers who want to make a difference in the lives of those they serve.
  • People who are looking for ways to have a greater impact on others and in turn produce profitable and sustainable businesses.
  • Individuals who seek to gain a competitive advantage by executing well-defined employee and customer experience strategies and tactics. Hmm, I’m not sure that excludes many people in business today.

    In a more serious vein, we have been blessed to have my suite of content resonate with a wide swath of audiences.

    SPEAKING.COM: Which of your keynote speaking topics are your favorites and why?

    MICHELLI: I love talking about legacy, service, “otherness”, coaching for greatness, merging technology and human service delivery, and what any leader or front line worker can learn from the “world-class” customer experience businesses with whom I have worked and/or about whom I’ve written.

    SPEAKING.COM: What inspired you to start doing speaking engagements?

    MICHELLI: My first job was as a radio announcer in a small town station when I was 13. I have been a professional communicator since puberty! I continued in radio through high school and college and began giving “stress management” presentations after getting my Ph.D. in psychology. I kept honing the speaking craft by doing unpaid “using humor to manage stress” type presentations, and gradually, the growing demand required I get some compensation to steal time away from my day job. I think the impact of informing, engaging, and inspiring an audience was the fuel that kept me going.

    The art of the keynote is a lot about putting yourself in the seats of your audience.

    SPEAKING.COM: How do you keep your audience engaged and actively listening during your keynotes? Do you use case studies, personal stories and/or in your speeches?

    MICHELLI: The art of the keynote is a lot about putting yourself in the seats of your audience. It means varying the content by quickly shifting from personal stories, concise, impactful information, and moments of interaction. It is a function of consciously speeding up and slowing down, moving with purpose, using gestures, and punctuating with vocal inflection. Most importantly it is a matter of making your message relevant, unpretentious, approachable, inspirational, and practical.

    SPEAKING.COM: What are some of the successes you’ve helped clients achieve?

    MICHELLI: Our work with clients has contributed to measured improvement on KPIs such as substantial increases in retail store conversion (the proportion of people who enter a store that end up buying), substantial movement on customer-facing metrics like J.D. Power (year-over-year improvements in employee or internal metrics of customer engagement, improvements in measurements of change readiness, or morale), and higher Net Promoter Scores (on a 10 point scale, in response to the question, “How likely would you be to recommend us to a friend or colleague?” – subtract the percentage of customers who rate you 6 or below from the percentage who rate you a 9 or 10).

    We have been blessed to be able to demonstrate the impact and value of our presentations and consulting; thus, we are able to sleep well at night knowing we aren’t generating the “bad profit” I reference in my interview!

  • SPEAKING.com Exclusive Interview with Joseph Michelli
    How to Create the Best Customer Experience with Dr. Joseph Michelli
    In this interview, customer service speaker Dr. Joseph Michelli discusses:
    • How to make your business stand out.
    • Ways leaders can inspire and create customer and employee loyalty.
    • Incorporating technology into the customer experience.
    • Orchestrating a turnaround and winning back customers.
    Read the Full Interview

    "A brand’s personality must emerge in the perception of customers when they are surveyed or spontaneously share their perceptions/reviews socially."
    - Joseph Michelli

    What People are Saying about Seeing Joseph Speak

    Rating Entries

    “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.”


    Ben Salzmann, 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 person 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.”

    Cody Foster, Founder, Advisors Excel

    “Joseph provided us with an absolutely phenomenal “Michelli Experience!” He wowed our front line staff with his presentation on service; many of our folks commented that it was probably the best workshop they had ever attended. He also provided exceptional insights into leaving a leadership legacy with our donors and special friends of Lethbridge College. I have no hesitation in recommending Joseph as an outstanding speaker!”

    Dr. Tracy Edwards, President and CEO, Lethbridge College

    “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

    “Thank you for your help in making the Travel Alberta Industry Conference a great success. We sincerely appreciate the time and effort you took to plan and deliver excellent and thought-provoking session information. Your willingness to share your experience, expertise and knowledge helped provide participants with a valuable, practical learning experience. Evaluations for the conference have been very positive, as follows:

    – Fantastic, smart, well informed presentation from an equally smart and fantastic individual.
    – Words cannot express how amazing this presentation was – WOW!!
    – Absolutely amazing – well spoken, professional, authentic, personal, genuine – a true pleasure to listen to.

    – Very engaging, great messaging, relevant to business “people business” really, really well done.
    – Emotional and engaging – haven’t cried in a presentation before.
    – Excellent!! Wow!! What else can I say?!
    – Enlightening and encouraging – great speaker.
    – The best and most insightful presentation.”

    Jean Silzer, Conference Manager, Travel Alberta

    “Thank you for the outstanding presentation you gave to our managers and sales staff. Your message was right on track with our company’s goals and philosophy, and you presented in such a way as to reach everyone in the audience. Your ability to share examples and insight regarding culture were an inspiration to us all. As a company moving along in a 5 year journey, your talk inspired us to continue to become better every day. Again, thank you for a great presentation and helping to make our annual sales conference a huge success.”

    Steve Bunger, President & CEO, Mobile Mini, Inc.

    “I highly recommended Joseph’s services. He is terrific. We’re holding our breath a bit because the speaker we have hired for next summit has some pretty BIG shoes to fill! We just hope we didn’t raise the bar too high with Dr. Michelli!!!”

    Kathi Herman, General Manager, IT&BI Business Relations, Southern California Edison

    “Dr. Michelli not only met our expectations, but exceeded them. When our group gave him a standing ovation, I knew he was a big hit.”

    Betty Thomas, Director, Expositions and Special Events, California Association of Realtors

    “I would like to personally thank Joseph Michelli on his tremendously popular keynote. Our operators, exhibitors and partners were so enthusiastic about the subject and rated the presentation as one of the key highlights of the entire event.”

    Ana Shmin, Customer Relations & Events Manager, Bombardier Commercial Aircraft

    “Over the years I have enjoyed the privilege of hearing many top business and leadership speakers, including Joseph Michelli. Prior to hearing him speak, I had read his book “The Starbucks Experience” and thought it was a dynamic overview of Starbucks and more importantly, full of excellent business lessons for us all. But hearing Joseph live was a special occasion. Joseph was phenomenal. His presentation was absolutely full of content and practical application. His style was humorous yet sobering and his personal story was the grand finale that makes him a true “Icon” in the speaker world today. I will seek out opportunities to hear Joseph again. He is truly one of the best business speakers available today.”
    Mark Nichols, Chick-fil-A Franchisee

    “You WOWED us beyond all expectations!! I can’t thank you enough for all the time, energy and enthusiasm you brought to your presentation. And your willingness to sit in on the table discussion was completely unexpected. To top all of this off, the comments I’ve received from everyone, especially senior management, were all incredibly positive. Thanks again for a fabulous day.”
    Dana Klein, former Director, Janus Labs

    “Dr. Michelli was OUTSTANDING at our Good Morning Tucson breakfast event. His enthusiasm and expertise is just what Tucson businesses needed to hear to pump them up and motivate them to rise above their competition. We are still hearing great things about the event weeks after it took place! Our members truly took to heart Dr. Michelli’s presentation and passed along the information to their own respective personnel. Dr. Michelli’s open personality and depth of knowledge made for an exciting and memorable presentation.”
    Jack Camper, President/CEO, Tucson Metropolitan Chamber of Commerce

    “Dr. Joseph Michelli’s presentation to the leadership of Saint Peter’s Healthcare System was one of the most insightful and inspirational educational programs we have ever organized or attended. Dr. Michelli’s “Prescription for Excellence” reminded and challenged us to remember our calling. We were left with not only a better understanding of WOW experiences, but how we have the potential each and every day to deliver world class service, forge lasting relationships, and change lives. We are forever grateful to Dr. Michelli for participating in our ongoing journey to excellence!”

    Robert Puglisi, Leadership Development Team, Saint Peter’s Healthcare System

    “It was an absolute pleasure working with Dr. Michelli leading up to and at our event. He is extremely professional, personable and is a great listener. From our pre conference phone calls he was able to tailor a keynote presentation to our audience on Leaving a Legacy that Lasts. He provide a energetic and moving presentation. Having to present to a mixed audience (home building industry professionals and their spouses) is difficult for anyone but I believe he delivered a great presentation that had an impact on many of our attendees.”

    Laara Braz, Awards & Events Manager, Canadian Home Builders’ Association

    “Joseph, we could not have been more pleased with your message and the delivery of your positive strategy for success. We Get It! On behalf of our 7,000 CMAA members, the 2.3 million members of the clubs managed by CMAA members and the small business vendor community who were exposed to your presentation for the first time – a huge ‘Thank You.’

    We played hard, worked harder and succeeded in New Orleans at our 85th Annual Conference and Club Business Expo this past week. Your keynote presentation was a significant part of that success. Thank you, again, for exceeding our expectations.”
    Jim Singerling, CEO, CMAA

    “I recently had the opportunity to see Joseph speak to an auditorium that was engaged, moved, touched and found themselves leaving the room, realizing that something special had just happened. Joseph has gained access to and the confidence of some of the most inspirational leaders and organizations of our time. He combines the academic perspective of a PHD, with the lightness of a comedian and the human perspective of a husband, a father and an individual, who just wants to be his best. I left feeling educated, inspired and compelled to make the world, and the world of my friends and family, a better place.”
    Kevin MacDonald, Partner, The Coaching Department

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    Books by Joseph Michelli:


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

    Driven to Delight offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership team’s ambitious, multi-pronged strategy to elevate the company’s customer experience to best-in-class across all brands and industries. This is an in-depth, all-access look at senior leadership’s vision, strategy, and tactical steps to create and sustain the wide-sweeping actions needed to deliver a customer experience that lives up to the company’s brand promise, “the best of nothing.”







    Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People

    One of the best-recognized and admired brands in the world, Starbucks singlehandedly transformed the ordinary delivery of coffee into a cultural phenomenon – a result of the company’s exemplary leadership practices. In Leading the Starbucks Way, Joseph Michelli describes that success is all about loving your product, loving your customers, and loving your employees. Sincerely. Without fail. Even in the face of business challenges.







    The Zappos Experience: 5 Principles to Inspire, Engage, and WOW

    In The Zappos Experience, learn about the rich and unorthodox service culture at Zappos, a company known primarily for selling shoes in playful and engaging ways. Joseph Michelli explores effective employee and customer engagement techniques and the integration of work and fun at Zappos. Prepare to be Zappified!







    Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System

    This book shares the journey of UCLA Health System to transform the satisfaction and engagement of their customers through a service-centric approach. Joseph Michelli examines the success and leadership principles of UCLA Health System and includes how-to tips, and practical tools useful to all business sectors. In essence, all business is personal.







    The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company

    The New Gold Standard takes you on an exclusive tour behind the scenes of the Ritz-Carlton. With access to the company’s executives, staff, and award-winning Leadership Center’s training facilities, Joseph Michelli explores every level of leadership within the organization.







    The Starbucks Experience: Five Principles for Turning Ordinary into Extraordinary

    For the first time, an outsider has been given unique access to Starbucks, offering readers an in-depth look at every level of the company. The Starbucks Experience offers a rare blend of boardroom strategies, employee motivation tips, community involvement, and customer satisfaction – for a full-bodied experience that really pays off.







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

    In this revealing business advice book, the magic of the World Famous Pike Place Fish Market proves a dynamic example of what a group of people can create when they are aligned and living a powerful vision.

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