901-754-9404
My List0

We've now made it easier for you to research and save your favorite keynotes speakers. Click on the + sign to add a speaker to your Speaker List and email your favorites to colleagues and friends.

Joseph Michelli Speaker

Joseph Michelli

    • Author of The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary
    • Recognized by Focus as “One of the Top Five Customer Service Influencers to Track"
Full Bio
Fee Range

$15,000 - $20,000

Travels From

Florida

Customer Experience Clip

Customer Experience Clip

The Experience Challenge

The Experience Challenge

Removing Pain for Customers

Removing Pain for Customers

Highlight Reel

Highlight Reel

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 a 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.

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 touchpoints. 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!

 

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 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.

 

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.

 


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.

 

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 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 to 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.

Speaking Topics:

Related Speakers

Sheida Hodge

Sheida Hodge

Expert on Cross-Cultural Communication

Nick Vujicic, Inspiration Speaker

Nick Vujicic

Founder and CEO

Dick Vermeil, Leadership Speaker

Dick Vermeil

Owner of Vermeil Wines

Dan Clark, Customer Service Speaker

Dan Clark

Best Selling Author and Award-Winning Athlete

Erik Van Alstine, Business Speaker

Erik Van Alstine

Transforming the Way We Work & Live

Deborah Perry Piscione, Media Speaker

Deborah Perry Piscione

Silicon Valley Culture and Innovation Expert

Brent Gleeson

Brent Gleeson

Navy SEAL combat Veteran

Ricky Kalmon, Communication Skills Speaker

Ricky Kalmon

Stage Hypnotist - TV Personality - Motivational Speaker

David Goldsmith, Creativity Speaker

David Goldsmith

Leadership and Management Expert

Sam Haskell - Speaker

Sam Haskell

Former Worldwide Head of Television at WMA

Ben Ferguson, Generation X Speaker

Ben Ferguson

Youngest Nationally Syndicated Talk Show Host

Adam Braun

Adam Braun

New York Times & Wall Street Journal Bestselling Author

Reviews

Testimonials

"As always, Executive Speakers Bureau helped us execute another flawless event. It is always so reassuring to know that you have a team behin..

Texas Hospital Association

"What stands out about the times I have worked with Executive Speakers Bureau is their lightning-fast response time. ESB’s account exec..

Keynote Speaker

"I've worked with Richard and ESB for many years and he's always able to deliver for us. He works hard to meet your speaker goals within the ..

Chem Dry

"Angela is the best!!! I can always count on her honest feedback about speakers. She helps me look like a hero to my company!"

Testimonials | Medtronic | Executive Speakers

"ESB continues to deliver great options for us as we plan our event each year."

Testimonials | Arkansas Heart Hospital | Executive Speakers

“I am banging my head against the wall right now for all the times I have done this without using Executive Speakers Bureau. This ..

Clorox Client

"The conference was an immense hit – we certainly raised the bar in our company on how conferences are planned and executed. You and yo..

Testimonials | Benchmark Global Hospitality | Executive Speakers

"Johnny Cupcakes was a hit last night! Thank you both so much for all of your assistance through this process, it has been such a positi..

Johnny Cupcakes | Testimonials | Executive Speakers

"You all were awesome to work with and helped make my life easier when planning these events. Thanks so much!” 

 

Testimonial

"Thanks so much for working on this engagement with us. It’s been a very pleasant experience. We will definitely include ESB in our sea..

Testimonial
Need Suggestions? Have Questions?

Need Suggestions? Have Questions?

Call to discuss how we can you help find the right speaker(s) for your organization.

Get Ideas in 1 hour or less

Executive Speakers Bureau consistently receives praises about our speed and efficiency. From the beginning of your event planning, our extensive online speaker database and resourceful staff allow us to quickly equip you with the best speaker for your event.

Need a last minute speaker? No worries. Our speed and efficiency help us give you ideas for speakers in one hour or less.

Please fill in information below