Joseph Michelli

Top Customer Service Speaker, Organizational Consultant, Bestselling Author, and Top 10 Thought Leader

Joseph Michelli is a top customer service speaker, organizational consultant, bestselling author, and a top-10 thought leader in customer experience. He has authored several bestselling books on giving the best customer experience, such as The Starbucks Experience, The New Gold Standard, Prescription for Excellence, and Driven to Delight, and been sought out as an organizational consultant. Global Gurus have named him one of the Top 10 thought leaders in Customer Service. He also holds a Certified Speaking Professional designation and a Ph.D. in Psychology from the University of Southern California.

  • Joseph Michelli`s Keynote Speaker Fee This reflects Joseph Michelli`s U.S. Speaking Fee

    $10,001 - $20,000

  • Languages Spoken

    English

  • Travels From

    Florida, USA

  • Joseph Michelli`s Keynote Speaker Fee This reflects Joseph Michelli`s U.S. Speaking Fee

    $10,001 - $20,000

  • Languages Spoken

    English

  • Travels From

    Florida, USA

Suggested Keynote Speaker Programs

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. ...

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!

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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 ...

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.

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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 ...

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.

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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...

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!

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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, ...

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.

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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 ...

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!

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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 ...

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.

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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 ...

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.

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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 ...

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.

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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 ...

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.

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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 ...

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 discusses 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.

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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 ...

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.

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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 ...

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.

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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...

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!

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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 ...

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.”

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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. ...

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 re-identify 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.

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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 ...

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.

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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 ...

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.

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About Keynote Speaker 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 The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Joseph’s other titles include 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.

Testimonials

“The ‘Think Customer’ event with Dr. Michelli was fabulous! Exactly what we wanted and much more. We’ve received many compliments about his speech, but the most memorable was ‘this event changed the way I view customers, you changed me!’ I can’t think of a more satisfying thank you. So, thank you all at BigSpeak for bringing his talent to our organization.”

Aesculap, Inc.

 

“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

Joseph shared his principles on the client service experience with our organization at our annual all-hands event and the audience was blown away. Joseph used simple concepts taken from our own consumer experiences and translated them into a message that applies to an organization like ours that supports commercial clients. Believe it or not, we had laughter, cheers – and even tears by the end of his very thoughtful and thought-provoking speech. Thank you Joseph for sharing the legacy of superior organizations with us – our associates will continue to integrate your message into daily practices by refining their own personal legacy statements.

Dora Gougoufkas

Senior Vice President, Capital One

Joseph Michelli is an inspiring speaker who captures his audience with a blend of practicality and passion. Bringing insights from across industry Joseph helps make the intricacies of excellence in experience simple and applicable. The information he shares provides his audience with ideas they can implement and also challenges them to look broader and deeper as they tackle their own organizational issues. His ideas are real and his stories palpable, bringing context to his ideas with a powerful and profound personal touch not found in many presentations today.

Jason A. Wolf

President, The Beryl Institute

Thank you and congratulations on the outstanding presentation you gave to our managers and sales staff at our recent annual sales conference in Las Vegas. 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.

Joseph takes the time to truly understand your attendees and what you’re looking to achieve at your
meeting. This makes for a stellar, attention-grabbing presentation that truly resonates and gets to the
heart of what’s really important to your audience.

Lynne Skyrme

Market Manager, VSP Vision Care

Thank you for your time and the compelling message that you delivered to our leaders at Carolinas HealthCare System today. Your speech not only hit upon the critical components of teammate engagement and patient satisfaction, but left the leaders feeling charged and with a sense of ownership in this journey to continue to be super stars in this space, while also developing other leaders. We were also very impressed with how well you tailored the message to our culture while bringing in examples of other industries, and sharing your own personal story. Again, job well done. You exceeded our expectations!

Jamie Hubbard

Director HR/ Learning & Organization Development, Carolinas HealthCare System

I know in my corner of the office, the associates were buzzing today about your presentation and the ideas shared by our peers. I truly believe without you setting the stage and sparking the motivation, the impact would not have been nearly the same.

Jamie R. Berry

Senior Client Associate, Merrill Lynch

“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

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

Media

Article

Sep 24, 2019

Winning The 21st-Century Customer Experience

According to customer experience expert and New York Times bestselling author Joseph Michelli, customer satisfaction is declining due to changing customer...

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COVID-19 special virtual keynote fees are available for webinars. Fees listed above are for a live keynote – Please ask your advisor for special pricing on virtual keynote / webinar fees.

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