Dr. Joseph Michelli is a best-selling author, internationally sought-after speaker, and corporate consultant. Leadership guru John Maxwell has suggested that “Joseph must be considered on the short list of today’s influential leadership authors.”
Joseph expands that influence through engaging keynote presentations which demonstrate enduring leadership principles, legendary customer service strategies, and practical employee empowerment and innovation approaches. His insights encourage leaders and frontline workers to grow and invest passionately in business and interpersonal relationships.
In addition to writing books such as The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, When Fish Fly (about the World Famous Pike Place Fish Market in Seattle) and The New Gold Standard (about The Ritz-Carlton Hotel Company), Joseph has also been featured on television programs such as The Glenn Beck Show and CNBC’s “On the Money,” produced on-line training tools for BusinessWeek Magazine, and has conducted hundreds of radio and print interviews. Most importantly, Dr. Michelli is passionate about leadership, employee engagement and elevating customer service to the level of memorable customer experiences.
NEW PRESENTATION TOPICS
Maintaining Hope, Focus and Humor In Challenging Times - Borrowing from his experiences with 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 on bumpy economic roads. In addition to offering strategies that individuals can easily apply so that they refocus from fear to productive action, Dr. Michelli identifies ways to create playful corporate cultures that attracts and retain the best workers. Get ready to learn how to adaptively regain personal control in adversity, celebrate your co-workers and customers while also increasing your profitability through humor and play.
The New Gold Standard: Leadership Principles for Creating Legendary Customer Experiences (based on Dr. Michelli’s book of the same name) – In this presentation, 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.
Joseph expands that influence through engaging keynote presentations which demonstrate enduring leadership principles, legendary customer service strategies, and practical employee empowerment and innovation approaches. His insights encourage leaders and frontline workers to grow and invest passionately in business and interpersonal relationships.
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.
Service Professionalism – Elevating the Bar – Service cultures don’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 enculturate service professionalism and celebrate service excellence. By showing how effective leaders manage outcomes of extraordinary service, Dr. Michelli demonstrates how to produce constructive empowerment and a culture where individuals take pride in the art, skill, and benefits of serving others.