Leaders often look for a partner to help them educate and inspire their employees to deliver memorable and profitable customer experiences. Joseph Michelli 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. His customer service keynotes shine the light on to how to gain new opportunities while providing tools and tricks to be successful. Dr. Michelli changes organizational leader’s lives by sparking their passion and giving them the motivation to revamp their workplace.
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. 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!
Leading the Starbucks Ways: 5 Principles for Turning Ordinary into Extraordinary
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
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!
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 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, 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.
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 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!
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 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.
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 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.
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.
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 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.
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!
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.
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 reidentify 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.