Joseph A. Michelli, Ph.D., 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 has been recognized by Focus as "one of the top five Customer Service Influencers to Track in 2011."
Dr. Michelli's newest 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 was released in May 2011 and achieved number 1 bestseller status on the New York Times, Wall Street Journal, USA Today, Publishers Weekly, and Nielson BookScan lists. His 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.
Dr. Michelli believes his greatest accomplishment is his ability to learn from the laughter and humor of his children, Andrew and Fiona.
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 Patient Experiences
In this presentation, Dr. Michelli examines how to deliver legendary patient 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 patient 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 patient needs and shifting economic times.
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 world-class 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 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 patient. 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 patient experience. Lights, camera, action - your experience awaits.
