Dr. Joseph Michelli

Dr. Joseph MichelliBehind the scenes of the world's
top brands

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Dr. Joseph A. Michelli takes organizations behind the scenes of the world's top organizations to share provocative and practical insights that immediately improve your brand, service and bottom line.

An author, internationally sought-after speaker, and business consultant, Joseph has studied, worked with, and written about leaders from Starbucks, Zappos, Ritz Carlton, UCLA Health System, and Pike Place Fish.

In fact, his latest book, The Zappos Experience, became a #1 New York Times bestselling book after its release in fall 2011. That same year, he published Prescription for Excellence about UCLA Health System.

Joseph transfers his knowledge of exceptional business practices through keynote presentations that explore ways to develop joyful, 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.

Invite him to your next meeting to learn his insights first hand, in a customized keynote or full day of learning that fast-tracks your success in building and elevating your own legendary brand.

In addition to his best-selling books about enduring business principles, Joseph hosted an award-winning daily radio program in Colorado Springs, Colorado for over a decade.

Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, was released in 2011 and like the Zappos book, immediately achieved best-seller status on The New York Times, as well as the Wall Street Journal, USA Today, Publishers Weekly, and Nielsen BookScan lists. All its royalties go to Operation Mend (which provides reconstructive surgery for returning, disfigured military men and women).

Joseph is also the author of The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company.

The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, regularly achieved bestseller status on the Wall Street Journal, BusinessWeek Magazine and USA Today lists. He has been featured on television programs such as CNBC's "On the Money" and has conducted hundreds of radio and print interviews.

Joseph has also written the best-selling business book When Fish Fly - Lessons For Creating a Vital and Energized Workplace with the owner of the World Famous Pike Place Fish Market in Seattle.

Joseph believes his greatest accomplishment is his ability to learn from the laughter and humor of his children, Andrew and Fiona.

Joseph's customized programs include:

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 employee and customer engagement techniques of Zappos!

The New Gold Standard: Leadership Principles for Creating Legendary Customer Experiences

(based on Joseph's book of the same name) - In this presentation, Joseph examines how to deliver legendary customer experiences such as those offered by The Ritz-Carlton Hotel Company. The New Gold Standard examines strategies for keeping your business relevant to changing customer needs and shifting economic times. Joseph also presents cutting edge leadership strategies for selection, training, and retention of the "right" staff. It demonstrates how leaders can drive staff engagement and ownership behavior which ultimately produces transformational customer experiences.

The Starbucks Way: Creating the Total Customer Experience

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, Joseph 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 customer. Further, Joseph helps participants see the important distinction between "good" and "bad" profit. Lights, camera, action - the experience awaits.

Among Starbucks "Venti secrets" that we can all use as guiding principles:

Reducing Anxiety and Refocusing on the Basics:

Anxiety and fear often immobilize otherwise effective organizations and individuals. Rather than increasing clarity, focus, and execution, anxiety often produces confusion, distraction, and inactivity. Joseph's presentation offers concrete approaches that turn challenges into strengthened strategic objectives, improved teamwork, and heightened business success. Having studied small and international businesses that have thrived in adversity, Joseph shares time-tested insights from both leaders and empowered individual employees.

Now More Than Ever:
The Importance of Customer Experience in a Tight Economy

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. Joseph presents research on current customer trends which demonstrate the wisdom of adopting a cost-effective commitment to elevating service and customer experience. Based 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, Joseph delineates how to strategically design a relevant experience targeted to customer retention and acquisition of your competitors' disgruntled customers. And he shows how to make cost-conscious decisions that drive customer loyalty and increase customer spend.

Differentiating Yourself from the Competition - a Low Cost/High Touch Approach:

With changing consumer behavior, businesses frequently find themselves reducing marketing and training budgets. In many cases, the workforce itself has had to be trimmed. So how can a company maintain the loyalty of its best employees and its customer base when resources are limited? Joseph emphasizes cost neutral strategies for creating memorable and transformational staff and customer experiences. Whether it is through sharing "wow service" stories, offering "just -in -time training" ,or increasing "collaborative problem-solving," Joseph helps employee's at all levels of an organization understand how service excellence (directed to subordinates, co-workers, and customers) is a low cost/high touch approach to brand differentiation and long-term business sustainability.

The Road to Practical Innovation

Innovation is a daunting word. In this presentation, Joseph demystifies the innovative process. By exploring the inside (ideas of staff) and outside (benchmarking other businesses) lanes, Joseph demonstrates how your business can gain a competitive advantage in creative product development and service delivery. Joseph shows how to effectively elicit and implement staff-generated ideas while also looking for best practices both inside and outside of your industry. Joseph offers structured and advanced innovation strategies that lead to results-based breakthroughs.

Sustainable Business - The Art Focusing on Your Existing Customer

Conservative estimates suggest it costs 6 times more to attract a new customer than to retain an existing one. When consumers cut back on their 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 meet those needs and increase your customers' desire to spend more money at your business. Here, Joseph helps audience members understand and calculate annual customer purchase value, and annual customer referral value. He also discusses ways to create solutions that will enhance the life of the customer, so existing customers spend more and refer more often. By identifying the drivers of loyalty, Joseph helps audience members understand how to allocate limited financial and staff resources for maximum customer experience return.

The Art of Anticipation

Fulfilling customers' needs leads to satisfied customers; but satisfied customers are a discount coupon away from being lured away by a competitor. Joseph examines distinctions between service that is based on the concept of fulfilling a stated customer need versus one that is dedicated to anticipating the unstated needs of those you serve. He further shares ways for service professionals to know how to improvise to produce wow experiences that are consistent with overarching business objectives.

Service Professionalism - Elevating the Bar

Service cultures don't happen by accident. To elevate the bar of service to a new standard, Joseph shares how businesses such as The Ritz-Carlton Hotel Company and the Pike Place Fish Market enculturate service professionalism and celebrate service excellence. By showing how effective leaders manage outcomes of extraordinary service, Joseph demonstrates how to produce constructive empowerment and a culture where individuals take pride in the art, skill, and benefits of serving others.

"When Fish Fly: Lessons from the World Famous Pike Place Fish Market"

"John Yokoyama and Joseph Michelli explain the secrets to making the success of the World Famous Pike Place Fish Market come alive in your work and life. These are principles that work. You can energize your employees and delight your customers by modeling the fabulous ideas that come from the World Famous Pike Place Fish Market."
Ken Blanchard, co-author of The One Minute Manager

When Fish Fly shares insights into the underlying principles and amazing transformation of the World Famous Pike Place Fish Market. Excerpting from his book of the same name, Joseph reels in the complete fish story examining core principles that create Pike Place Fish's uniquely vital and creative culture. A culture that leads to excellent customer service, legendary employee morale, a fun and energized 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!

Own it and They Will Come

Who delivers compelling experiences that draw customers? The short answer is everyone in the business! Joseph's keynote challenges each audience member to take an ownership stake in their business to assure its long-term viability. By making distinctions involving varying levels of employee engagement (owners, renters, and squatters), Joseph 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. Joseph 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.

Dr. Michelli presents on a wide variety of topics and customizes his presentations for the needs of healthcare organizations.

Healthcare: The Ultimate Service Profession:

Compassionate healthcare delivery doesn't happen by accident. To elevate the bar of service to a new standard, Dr. Michelli shares lessons learned from his work as an organizational development specialist in healthcare, and from his books about other service-oriented businesses such as The Ritz-Carlton Hotel Company. Dr. Michelli offers insight for senior healthcare executives and frontline workers on the role they can play to acculturate service professionalism and celebrate service excellence. By showing how effective leaders manage outcomes toward extraordinary service, Dr. Michelli demonstrates how to produce constructive empowerment and a culture where individuals take pride in the art, skill, and benefits of caring for patients and fellow staff members.

The New Gold Standard: Leadership Principles for Creating Legendary Patient Experiences

In this presentation, Dr. Michelli examines how to deliver well-defined and transformational patient experiences. The New Gold Standard presents cutting edge leadership strategies for selection, training, and retention of the "right" staff. It demonstrates how leaders can drive staff engagement and ownership behavior which ultimately produces positive patient outcomes. Additionally, The New Gold Standard examines strategies for keeping healthcare service relevant to changing patient needs and shifting economic times.

When Fish Fly: Maintaining Hope, Focus and Humor During Healthcare Change:

Borrowing from his experiences and/or books about companies such as Southwest Airlines, The World Famous Pike Place Fish Market, and Ben and Jerry's Ice Cream, Dr. Michelli shows you how a mirthful attitude functions as a shock absorber during times of tumultuous change in healthcare. In addition to offering strategies that individuals can easily apply to refocus from fear to productive action, Dr. Michelli identifies ways to create mirthful healthcare cultures that attract and retain the most skilled and caring professionals. Get ready to learn how to adaptively regain personal control in adversity and celebrate your co-workers, while also improving patient care.

Taking Healthcare to the Next Level: The Art of Anticipation

Fulfilling patient's needs leads to satisfaction; anticipating patient needs leads to loyalty. Dr. Michelli examines distinctions between transactional patient care that is based on the fulfillment of a stated patient request versus "world class" care dedicated to anticipating the unstated needs of those you serve. He further shares ways for healthcare professionals to know how to improvise to produce wow experiences that are consistent with the overarching healthcare mission.

What Can Healthcare Learn from Starbucks: It's All About the Experience:

How did the Starbucks Coffee and Tea Company grow from a single store in Seattle, Washington to a highly visible company operating in more than 37 countries? Borrowing from his Wall Street Journal best selling book, The Starbucks Experience, Dr. Michelli shares 5 principles that will help healthcare facilities generate employee retention, empowerment and enviable patient loyalty. When a focus on transactions and patient satisfaction just won't do --- explore a world where "everything matters" and healthcare facilities are "beloved."

Healthcare Management Doesn't Work:

Admiral Grace Hooper once said "Manage things...lead people." In the ever changing world of healthcare, management may get things done right but leadership is about doing the right thing. In this keynote, Dr. Michelli examines important distinctions between leadership and management. He will explore the challenges of being a proactive strategic healthcare leader when most people are pulled toward reactive operational management. Borrowing from success principles in healthcare and across other diverse business sectors, Dr. Michelli will offer practical ideas to spark greater visionary healthcare leadership.

Travels from: Denver, CO

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