Joseph Michelli Books

The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging

The Mindchamps Way: How to Turn an Idea into a Global Movement

Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, 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

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Joseph Michelli Speaking Topics

• RESILIENT, AGILE, AND ADAPTIVE - MASTERING ADVERSITY AND SUSTAINING SUCCESS

  How do you ensure your people and your organization successfully face challenges and emergestronger from adversity?

  Joseph asked that question to more than 150 global business leaders, including CEOs and presidents of Google, Microsoft, Starbucks, United Way, RBC, Verizon, Southwest Airlines, Goldman Sachs, and H&R Block.

  This presentation shares key learnings from those leaders (captured in his Stronger Through Adversity book. It also provides practical tools researched by experts in neuropsychology, learning agility, adaptive leadership, and collaborative/continuous learning.

  Deploying his background as a clinical psychologist, leadership consultant, and organizational 5 development specialist, Joseph offers the audience needed resources to ensure sustained personal and organizational growth • even in the toughest of times.

• IT'S NOT EASY ENOUGH - STREAMLINING HUMAN EXPERIENCES THROUGH PEOPLE, PROCESS, AND TECHNOLOGY

  How much effort does it take for your customers to get their needs met?

  Customer retention requires well-designed experiences that make it easy for customers to get what they want and need.

  Joseph offers audience members experience design tools like "Way We Serve Statements™," ecosystem blueprints, and empathy maps. These resources enable participants to meet customer needs, reduce customer effort, and target moments that matter most to customers.

  Audience members benefit from proven tools that Joseph uses with clients in healthcare, retail, financial services, insurance, construction, e-commerce, insurance, food service, and hospitality.

• LISTEN, EMPATHIZE, ADD VALUE AND DELIGHT - CRAFTING EXPERIENCES THAT DRIVE LOYALTY & REFERRALS

  If you want repeat business and customer referrals, you need to do more than meet customer needs.

  In this presentation, Joseph shares his LEAD model of customer engagement which focuses on 4 listening, empathy, value creation, and anticipating needs.

  Developed through his work with Mercedes-Benz, The Ritz-Carlton Hotel Company, Godiva Chocolate, Pandora Jewelry, and UCLA Health System, this keynote provides assets for understanding stated and unstated customer needs. It also fosters stronger emotional connections with core customer segments and the ability to deliver customer value consistently.

  Joseph helps audience members anticipate customer preferences and develop scalable solutions that fuel customer delight and loyalty.

• ATTRACTING AND RETAINING TEAM MEMBERS AND CUSTOMERS - A TOOLKIT FOR HUMAN-CENTRIC CULTURE

  You aren't in business to create profits; you are in business to serve team members and customers. Sustained profits follow when you care for and about the people inside and outside your organization.

  This keynote spotlights how every individual can contribute to a constructive and empowering culture. Joseph provides actionable tools for driving autonomy, meaning, and purpose. Borrowing from his work with and books about companies like the Ritz-Carlton Hotel Company, Zappos, Mercedes-Benz, and the Pike Place Fish Market, this culture-building content increases employee engagement, customer loyalty, and meteoric growth.

• IT'S PERSONAL: SUSTAINABLE SUCCESS THROUGH HUMAN-POWERED AN TECHNOLOGY-AIDED EXPERIENCES

  Team members and customers want experiences personalized for them.

  In this presentation, Joseph provides tools for forging personal emotional connections (PECs) with those you serve.

  Based on his work with (and books about) companies like Airbnb, Starbucks, The Ritz-Carlton Hotel Company, and Zappos, attendees will leave with insights and resources for creating customer belonging, uncovering stated and unstated customer needs, and delivering personal and loyalty-building experiences.

Joseph Michelli Speaker Videos

• Stronger Through Adversity with Joseph Michelli | Brainfluence ...

  

  Dec 3, 2020 ... Joseph Michelli, Ph.D., is a certified customer experience and speaking professional. He is also Global Guru's #1 US-based customer service ...
  Mentor of the Month: Joseph Michelli "The Airbnb Way"

  

  In addition to being a New York Times #1 bestselling author of books about world-class customer experience providers (e.g., Starbucks, The Ritz-Carlton Hotel Company, Zappos, and the Pike Place Fish...
• Is Your Legacy Personal? Or All Business? | Joseph Michelli

  

  Every day business work to determine their brand message. Successful companies have given us a way to look into this process, and apply it to our own lives. Each of us is living our our brand...
  Subway Legacy | Joseph Michelli | The Michelli Experience

  

  Great brands recognize it's not about short-term profits but the lasting legacy.