- Dr Joseph Michelli helps leaders drive repeat business & referrals. Client stories turn into books (e.g. Starbucks, Mercedes-Benz). Presentations pull from effective practices.
- Author of 10 business books include New York Times, Wall Street Journal, and Businessweek bestesellers.
- Has been recognized as the #1 US-based global guru in customer service.
- For years, Joseph has surveyed speaking clients after his events. He maintains an NPS score of 100. All respondents give him a 9 /10 on likelihood to refer him.
- Is certified as a virtual presenter by espeakers. He has a professional studio, producer and professional lighting, microphones, cameras, green screen, etc.
- Holds a Certified Speaking Professional (CSP) certification from the National Speakers Bureau & Customer Experience Professional Certification from CXPA.
- World-class customer experience – Excellence through people, product and process
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 importance of leadership vision and approaches to inspire customer-centricity for everyone who represents your brand.
- Better than normal – Creating exceptional technology-aided and human-powered experiences
What if, you could leverage technology tools in conjunction with higher human service levels to deliver a more engaging experience to all stakeholders (peers, team members, customers, and vendors)? Dr. Michelli will customize this presentation to offer immediate impact tools needed to design and deliver humanity and technology-rich experiences that drive loyalty and referrals.
- Engineering legacy – The art of lasting significance
Utilizing a legacy model, Dr. Michelli helps frontline team members, managers and leaders understand the importance of finding defining the lasting emotional impact they wish to have on colleagues and customers. Further, he guides audience members to see their influence as a function of effort as well as the scope of impact.
- Stronger through adversity – Lessons on effectiveness from over 150 global leaders
Within days of COVID-19 disrupting the business world, Dr. Michelli began asking senior leaders at major companies about their specific challenges and how they were meeting them, getting raw yet thoughtful real-time insights into the greatest business crisis in generations. In this presentation, Dr. Michelli shares the invaluable wisdom and practical insights from 150+ top global business leaders on all aspects of leading through and beyond COVID, including crisis management, keeping employees and customers safe, maintaining a culture of engagement, rapidly innovating, and more.
- Service of experience? Defining your way we serve statement
In this presentation, Dr. Michelli distinguishes between product, service, and experience-based strategies for acquiring, retaining, and driving referrals from your customers. Leveraging key principles from customer experience design technology, Joseph shows the importance of crafting a Way We Serve™ Statement, which helps staff members understand the nature of the optimal experience you seek to deliver.
- Service serves us – The power of otherness
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.
It was an incredible experience having Joseph Michelli, a visionary and author of books on Starbucks, Ritz Carlton, Zappos, and Mercedes-Benz, lend his customer-centric insight to ACUITY’s formalized strategic planning process. He embraced our organization, intent on fully understanding our culture, direction, and goals, doing so with excitement and captivation. Such discernment allowed Joseph to tailor an extraordinary presentation to ACUITY’s management team, helping foster discussions and ideas that are heightening our company’s future. I was absolutely delighted and honored by Joseph Michelli’s engagement with ACUITY. His message and unique delivery style are unmatched.
President and CEO, Acuity
A Mutual Insurance Company
I can’t say enough good things about the experience Joseph provided for the agents and advisors at our annual World Series of Sales. He was the first of our featured speakers and he set a high bar for all who would follow with a compelling and enthusiastic presentation that both reminded us of the importance of going above and beyond for our clients and provided us with key insights into how to make that happen across our organizations. Joseph’s real-life examples really helped drive home that all business truly is personal and that if we’re not finding a way to reach our clients on a personal level, we’re doing a disservice to them and to ourselves. I’ve already had several agents and advisors tell me that they’ve purchased Joseph’s books and are working with their staffs to begin implementing his ideas. I would wholeheartedly recommend him to anyone who wanted to help build capacity in their organization for creating positive and memorable client experiences.
Joseph provided us with an absolutely phenomenal "Michelli Experience!" He wowed our front line staff with his presentation on service; many of our folks commented that it was probably the best workshop they had ever attended. He also provided exceptional insights into leaving a leadership legacy with our donors and special friends of Lethbridge College. I have no hesitation in recommending Joseph as an outstanding speaker!
President and CEO
Dr. Michelli provided an energetic and thought provoking kick-off to our annual client conference. His energy and ability to relate the experiences of his research with leading edge organizations immediately captured and inspired the audience. Our clients gave us kudos for his insights into the opportunities that exist to connect all employees to the daily delivery of a company's mission. His central message is right on the mark and even more so for organizations trying to remain competitive in today's challenging economic climate.
Over the years I have enjoyed the privilege of hearing many top business and leadership speakers, including Joseph Michelli. Prior to hearing him speak, I had read his book "The Starbucks Experience" and thought it was a dynamic overview of Starbucks and more importantly, full of excellent business lessons for us all. But hearing Joseph live was a special occasion. Joseph was phenomenal. His presentation was absolutely full of content and practical application. His style was humorous yet sobering and his personal story was the grand finale that makes him a true "Icon" in the speaker world today. I will seek out opportunities to hear Joseph again. He is truly one of the best business speakers available today.