|
Joseph Michelli |
Joseph Michelli's Key Accomplishments Include . . .
Joseph A. Michelli, PhD, 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. Joseph Michelli is a captivating speaker who excels at motivating professional audiences to focus on what's truly most important in their own maximized performance. Combining penetrating insight, a great sense of humor, and a wealth of practical experience from both his own journey and those of his clients, Dr. Michelli is the rare individual who's able to lead motivated individuals into a more profound awareness of their own ability to change the world. Highly recommended.
- Gallup
Dr. Michelli's latest book is, The Zappos Experience: 5 Principles to Inspire, Engage and WOW. His book, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, achieved number 1 bestseller status on the New York Times, Wall Street Journal, USA Today, Publishers Weekly, and Nielson BookScan lists. Joseph Michelli's prior bestselling books include 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.
More About Speaker, Joseph Michelli. . .
Dr. Michelli believes his greatest accomplishment is his ability to learn from the laughter and humor of his children, Andrew and Fiona. |
|
| Suggested Keynote Programs |
- 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!
- 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.
- 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 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 cost-conscious decisions that drive customer loyalty and increase customer spend.
- 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.
- 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.
|
|
| What People Are Saying |
"Joseph Michelli is the most powerful change agent I have ever encountered. A few years ago following his Starbucks book he spoke to our management group. I knew immediately that I needed more of Joseph's influence in our organization. Two things occurred. One, we now have an incredible book, Prescription for Excellence, that will assist other organizations in their evolutionary process. But more importantly, because of Joseph, the UCLA Health System has a completely different culture. With all humility, I dare to say, we are on the top of our game."
David Feinberg, MD, MBA, Associate Vice Chancellor and CEO, UCLA Hospital System
"Dr. Michelli was truly A GIFT to the business community of Tucson. His message is simply perfect for any business that cares about creating extraordinary customer experiences. Dr. Michelli is one of the best keynote presenters I've ever heard, but more importantly, he is one of the most genuine individuals I've ever had the opportunity to speak with. Without a doubt, I would recommend Dr. Michelli in any capacity for your business."
Rob Elias, Director of Marketing, Pima Federal Credit Union, Tucson, AZ
"Joseph was fantastic! The participants found his message to resonate with them and we have received excellent feedback. As I shared with Joseph, I personally believe that he was one of the best speakers we have ever had at our conference over the past 18 years! He was extremely knowledgeable, used data to support his remarks, used humor in a most appropriate manner, and engaged participants in a most meaningful, practical manner."
Dr. Gary L. Filan, Executive Director, Chair Academy
"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
|
|
