Joseph A. Michelli, Ph.D., C.S.P., is an interna9onally sought-after speaker, author, and organiza9onal 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 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 Institutes Patient Experience Journal (PXJ), and is on the founders’ council of Customer Experience One. 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.
Your customized event is turned into a set of learning experiences through a variety of services and options:
Initial meeting to explore your needs and evaluate a like-minded end-goal
Partnering to develop key learning objectives and create a compelling presentation title
Interviews/site visits to personalize and enhance the shared experience of the audience
Customized marketing support messages (audio or video) produced by Dr. Michelli
Customized articles for inclusion in websites, newsletters, etc. to pique interest in the keynote
Participation in media interviews to support the event or create buzz
Discounted pricing of Dr. Michelli’s books
Book signings at the event
Complimentary resources for participants such as free weekly podcasts and quarterly newsletters
Complimentary post-event webinar hosted by Dr. Michelli
Participation in post-event debriefing meetings with your event organizers
Formal, post-event assessment of stakeholders
Service Excellence and Customer Experience presentations:
Service or Experience? Defining Your “Way We Serve™ Statement”
Service Serves Us™
Service is an Inside Job
Employee Engagement and Customer Loyalty presentations:
Leading Staff Engagement — Serving Those Who Serve Your Customer
Roll Up Your Sleeves — It’s Your Turn
Mastering Change, Unleashing Innovation and Leaving a Legacy presentations:
Change or Die! Securing Maximum Innovation and Staff Engagement
The Road to Practical Innovation
Legacy/Service Significance presentations:
Success or Significance — A Case for Legacy
Leadership: The Art of Lasting Significance
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