My NativeAdVantage: Customer Experience/Leadership Consultant, New York Times #1 Bestselling Author, Certified Speaking Professional
Joseph A. Michelli, Ph.D., is an internationally sought-after speaker, author, and organizational consultant who 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 Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People and he currently is working with Mercedes-Benz USA on a book tentatively titled Driven to Delight which will be released in 2015. Joseph’s other titles include 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, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World Famous" Pike Place Fish Market in Seattle.
Joseph Michelli received his Masters and Doctorate from the University of Southern California. He is a professional member of the National Speakers Association and the Authors Guild. Joseph has won the Asian Brand Excellence Award and achieved numerous other writing and presentation honors. He has been named one of the World's Top 30 Customer Service Professionals by Global Gurus International. He is an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ) and on the founders council of CustomerExperienceOne.
What do you do best?
Help leaders build empowering cultures that drive customer loyalty and advocacy.
What makes you the best?
Having something you do best and being the best are quite different things. I spend little time thinking about “who is best” in my field. There is so much to learn and so many people to serve, I am content to strive for excellence on behalf of those who trust me with their businesses.
How will you stay the best?
I hope to stay relevant by listening. Listening to the changing wants, needs, and desires of customers, clients, team members, and colleagues. I also hope to stay open to the new ideas and opportunities that find me.
What are your aspirations: business & personal?
Personal: To help my adult children cope with the death of their mother so that they can love well and contribute to the lives of others.
Business: I know I am suppose to offer a goal like write 5 more bestselling business books or achieve some type of revenue goal. In truth, I’ve stopped setting those kinds of business targets. I am in the back half of my life, so I don’t seek any particular marker of success and instead aspire to have greater significance.
What fascinates you?
How people find and nurture their talents, deep and abiding faith, the speed of change, laughter, music theory, beer making, and well-crafted written words
It is the filter through which I make business decisions… “to serve those who serve well.”
Humble, positive, smart, servant leaders who can laugh at themselves…. Fortunately I find myself surrounded by them!
A mountain stream, behind a guitar, near the people I love.
Of course all products sold by the companies I write about and consult with…. Beyond that I have a fond spot for Sonos, Nike’s Free 5.0 running shoes, Spotify, Gibson’s Les Paul guitar and Olhausen billiard tables.
My children, singing/songwriting, college football, breast cancer research, watermelon, edamame, and a great porter or stout.
Most challenging moment?
It was a protracted "moment." The six-year journey with my wife on a losing battle with breast cancer.
Biggest disappointment - how did you/will you overcome it?
I am disappointed when I miss opportunities to connect with or delight people (particularly those closest to me). I am not sure if it is a matter of "overcoming" but it certainly requires a dedication to being better today than I was yesterday.
Becoming less judgemental of myself and others and finding greater joy in the simpler things of life.