Joseph A. Michelli, Ph.D., is an internationally sought-after speaker, author, and organizational consultant who has been described as "catching what is right in the world and playfully sparking people and businesses to grow toward the extraordinary." In addition to writing best-selling books about enduring business principles, he hosted an award-winning daily radio program in Colorado Springs, Colorado for over a decade.

Dr. Michelli transfers his knowledge of exceptional business practices through keynote presentations that explore ways to 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 life.

Dr. Michelli's book, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, published by McGraw-Hill, regularly achieved bestseller status on the Wall Street Journal, BusinessWeek Magazine, and USA Today lists. He has been featured on television programs such as The Glenn Beck Show and CNBC's On the Money and has conducted hundreds of radio and print interviews.

Dr. Michelli's other books include The New Gold Standard about service excellence at 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.

Dr. Michelli believes his greatest accomplishment is his ability to learn from the laughter and humor of his children, Andrew and Fiona.

Now More Than Ever: The Importance of Customer Experience in a Tight Economy

Let's face it - consumer behavior has fundamentally changed since the third quarter of 2008. While some business leaders have decided to drop prices to the lowest possible level, others have sought ways to add value to their existing goods and services. In this presentation, Dr. Michelli presents research on current customer trends which demonstrate the wisdom of adopting a cost-effective commitment to elevating service and customer experience. Banking off data showing that even in these difficult times 50% of consumers are paying more for a better experience and 50% of customers are still leaving businesses because of bad experiences, Dr. Michelli delineates how to strategically design a relevant experience targeted to customer retention and acquisition of your competitors' disgruntled customers. In this keynote, Dr. Michelli shows how to make cost-conscious decisions that drive customer loyalty and increase customer spend.

Sustainable Business - The Art Focusing on Your Existing Customer

Conservative estimates suggest it costs 6 times more to attract a new customer than to retain an existing one. When consumers cut back on their spending patterns, it is all the more important to focus on customer retention. Opportunities also exist to identify the "as yet unmet needs of your current customers" so you can offer solutions to meet those needs and increase your customers' desire to spend more money at your business. In this keynote, Dr. Michelli helps audience members understand and calculate annual customer purchase value, and annual customer referral value. He 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.

Own it and They Will Come

Who delivers compelling experiences that draw customers? The short answer is everyone in the business! Dr. Michelli's keynote challenges each audience member to take an ownership stake in their business to assure its long-term viability. By making distinctions involving varying levels of employee engagement (owners, renters, and squatters), Dr. Michelli helps redefine the role of every employee to being that of an "equity generator." He demonstrates that every employee affects the engagement level of colleagues and contributes to positive or negative customer experiences. Dr. Michelli shows how a single employee can change a culture, lift morale, innovate breakthrough products, create customer evangelists, and even save a business. This inspirational presentation is an impassioned yet optimistic call for strong action in these turbulent times.

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 transformation 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 show 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? Browsing from his Wall Street Journal bestselling book, The Starbucks Experience, Dr. Michelli shares 5 principals 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 coffer 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." Just as Starbucks has transformed the coffeehouse experience, so too can you maximize your "ordinariness" for positive 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.

Companies that Play Together - Stay Together: Developing a Successful and Mirthful Corporate Culture

Borrowing from his experiences with companies such as 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 and play.

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.

Management Doesn't Work

Admiral Grace Hooper once said "Manage things...lead people." In the ever changing world of business, management may get things done right but leadership is about doing the right thing. In this keynote, Dr. Michelli examines important distinctions between leadership and management. He will explore the challenges of being a proactive strategic leader when most people are pulled toward reactive operational management. Borrowing from success principles in businesses as diverse as Starbucks or the World Famous Pike Place Fish Market, Dr. Michelli will offer practical ideas to spark greater visionary leadership.

Enjoying Life to the Fullest by Capturing the Naturally Occurring Humor of Reality

Have you noticed that not everyone is amused by the challenges of living. In a world filled with depression, burnout and despair, it is clear that few have developed a perspective which makes the human experience enjoyable. This workshop reviews simple attitude and perspective shifts which can provide shock absorption on the bumpy road of life. It emphasizes that it is not the events of life that matter but the emotional choices we make in response to them.

Balancing Life through Play and Laughter

Borrowing from improvisational comedy, magic, juggling, mime, and music, Dr. Michelli explores playful strategies for finding more joy in your life. The importance of having a playful heart in a hectic world is emphasized.