Business Consultant and Organizational Psychologist
As an organizational consultant with an up-close view of some of the most successful and transformative corporations in the world, Dr. Joseph Michelli delivers the tools that businesses need to create joyful, memorable, and meaningful experiences for both their customers and employees. From studying such experiential branding pioneers as Ritz-Carlton Hotels and Seattle's Pike Place Fish Market, he is an expert in fostering the passionate performance that takes companies from merely serving and satisfying their customers to delighting them. Dr. Michelli's funny and passionate presentations asks audiences if they are doing all they can to create a unique and memorable experience for both their colleagues and customers, and he leaves them with the tactics and strategies to be leaders in the re-creation of the work environment.
Ordinary into Extraordinary. Dr. Michelli is the bestselling author of five books, including The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary. In this Wall Street Journal bestseller, he explains how Starbucks--one of the quintessential customer service pioneers--delivers consistent product and service to its patrons, reinventing an entire industry. In When Fish Fly: Lessons for Creating a Vital and Energized Workplace, Dr. Michelli examines how his co-author John Yokoyama transformed a nearly bankrupt fish stand into a world-renowned destination shopping experience. With revolutionary employee engagement techniques, the Pike's Place Fish Market was able to increase accountability and profitability by recreating the organizational culture and the customer experience.
Delivering "Wow." In his book, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of Ritz-Carlton Hotel Company, Dr. Michelli outlines the principles that make Ritz-Carlton the gold standard in luxury hotels. He dissects and explains the rich Ritz-Carlton culture, showing how it reaches from top to bottom, creating a shining example of empowerment, trust, and discipline. According to former Speaker of the House, Newt Gingrich, "Dr. Joseph Michelli has done a great job of capturing the five key leadership principles which Simon Cooper and the Ritz-Carlton team have been applying relentlessly, energetically and with localized creativity. Anyone interested in excellence in the 21st century would profit from reading The New Gold Standard."
More About Dr. Joseph Michelli. In addition, Dr. Michelli has been featured on such television programs as The Glenn Beck Show and CNBC's On the Money, and for over a decade he hosted an award-winning daily radio show in Colorado Springs, Colorado. He has partnered with BusinessWeek Online to create a series of customer service-oriented educational videos.
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Download Speech Topics: Joseph Michelli's Topics
Dr. Michelli presents on a wide variety of topics and customizes his presentations for your business or organization's needs. Before the presentation, Dr. Michelli takes his time to learn about your organization so he can interweave teachable lessons that are relevant to your group's unique circumstances.
The New Gold Standard: Leadership Principles for Creating Legendary Customer Experiences. In this presentation, based on his book of the same name, Dr. Michelli examines how to deliver legendary customer experiences such as those 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 can drive staff engagement and ownership behavior which ultimately produces transformational customer experiences. Additionally, The New Gold Standard examines strategies for keeping your business relevant to changing customer needs and shifting economic times.
Service Professionalism - Elevating the Bar. A service culture doesn't happen by accident. To elevate the bar of service to a new standard, Dr. Michelli shares how businesses such as The Ritz-Carlton Hotel Company and the Pike Place Fish Market inculcate service professionalism and celebrate service excellence. By showing how effective leaders manage outcomes of extraordinary service, Dr. Michelli demonstrates ways to produce constructive empowerment and a culture where individuals take pride in the art, skill, and benefits of serving others.
The Starbucks Experience. How did the Starbucks Coffee and Tea Company grow from a single store in Seattle, Washington to a business opening five new stores a day? Borrowing from his Wall Street Journal bestselling book, The Starbucks Experience, Dr. Michelli shares 5 principles that will help you generate employee retention, empowerment and enviable customer loyalty. When a focus on transactions and customer satisfaction just isn't enough - explore a world where "everything matters" and companies are "beloved."
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, Dr. Michelli shows frontline workers and business leaders how to "stage" and perform on their brand's promise. Using examples from many different businesses, Dr. Michelli analyzes the importance of identifying a desired emotional connection with the customer. Further, Dr. Michelli helps participants see the important distinction between "good" and "bad" profit. Lights, camera, action - the experience awaits.
From the Ordinary into the Extraordinary - Lessons for Growing People and Business. Starbucks took an extremely ordinary product and revolutionized the way people perceive and experience it. The Pike Place Fish Market has not only changed the way fish are sold but has innovated a business approach referred to as the "Fish Philosophy." The Ritz-Carlton has transformed a hotel room into a luxury service experience. Just as these businesses have elevated their offerings from the ordinary, so too can you maximize your impact, organizationally and in your communities. Examine how cutting edge leadership and front line workers can make a consistently extraordinary difference - on and off the job.
When Fish Fly: Lessons from the World Famous Pike Place Fish Market. When Fish Fly shares insights into the underlying principles and amazing popularity of the World Famous Pike Place Fish Market. Excerpting from his book of the same name, Dr. Michelli 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!
Companies that Play Together - Stay Together - Developing a Successful and Mirthful Corporate Culture. Borrowing from his experiences with companies such as the World Famous Pike Place Fish Market, Starbucks, Southwest Airlines and Ben and Jerry's Ice Cream, Dr. Michelli shows you how a playful corporate culture attracts and retains the best workers. Get ready to learn how to celebrate your employees and increase your profitability through humor.
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.
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. Dr. Michelli 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.
Travels FromColorado Local Fee Range$5,001.00 to $10,000.00 West Cost Fee Range$5,001.00 to $10,000.00 East Cost Fee Range$5,001.00 to $10,000.00
This specific fee falls within this range. Ranges are presented as a guideline only. Speaker fees are subject to change without notice. For an exact quote, please contact your Leading Authorities representative.