Joseph Michelli

So, You Want to Deliver Consistently Outstanding Customer Experiences

You are not alone in wanting to deliver outstanding customer experiences.  According to Forrester Research, customer experience elevation is on the strategic priority list of 92% of businesses; 23% of those small, medium and large companies have customer experience as their #1 priority. Despite that prioritization, consumer satisfaction research suggests customer engagement is at a 9-year low.  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 role leadership vision and alignment play, as well as offers approaches to inspire customer-centricity for everyone who represents your brand.  Moreover, it offers practical tools on how to integrate technology with human service delivery to create a uniquely special bond with your customers.

Customer Loyalty: Driving Ease and Engagement through People, Process and Technology

The drivers of customer loyalty are changing!  Consumers no longer stay loyal to brands that simply satisfy them.  Increasingly, customers churn because brands are difficult to do business with and/or those brands don’t develop emotional or lifestyle connections with them.  In this Customer Loyalty presentation, Dr. Michelli looks at best practices from brands like Mercedes-Benz USA, Zappos, and Starbucks as they forge emotional connections at high value touch points.  He also demonstrates approaches to mobilize an entire workforce to listen to the voice of customers and look for ways to remove pain points and enhance delight.  This presentation also explores the role of employee loyalty to customer loyalty and the leadership behaviors needed to achieve both.

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.

Leadership – The Art of Lasting Significance

From Dr. Michelli’s perspective, leadership involves engaging people to do the right things to profit people. While much research has been done on leadership success principles, Dr. Michelli focuses on two unifying aspects of leadership greatness – positive influential communication skills and the ability to develop leaders who develop leaders. Utilizing a leadership legacy model, Dr. Michelli helps managers and leaders understand the importance of finding ways to know and engage what is likable about those they lead. Further, he guides leaders in the process of understanding that their influence is shaped by both their effort and by the scope of leaders they develop. Leadership – The Art of Lasting Significance takes participants through a process to define their own personal “Leadership Legacy Statement.”

Testimonials

“Dr. Michelli was truly A GIFT to the business community of Tucson. His message is simply perfect for any business that cares about creating extraordinary customer experiences. Dr. Michelli is one of the best keynote presenters I’ve ever heard, but more importantly, he is one of the most genuine individuals I’ve ever had the opportunity to speak with. Without a doubt, I would recommend Dr. Michelli in any capacity for your business.”
– Rob Elias, Director of Marketing, Pima Federal Credit Union, Tucson, AZ

“I personally believe that Joseph was one of the best speakers we have ever had at our conference over the past 18 years! He was extremely knowledgeable, used data to support his remarks, used humor in a most appropriate manner, and engaged participants in a most meaningful, practical manner.”
– Dr. Gary L. Filan, Executive Director, Chair Academy

“We couldn’t have asked for a better keynote speaker for our industry professional event. Dr. Michelli’s delivery was engaging, relevant, and motivating. Attendees could not stop talking about the event and the valuable insights they took away from the content presented. It was a great pleasure working with Dr. Michelli.”
– Suzanne Brehm, Senior Vice President, Customer Care, Eyefinity

“Joseph was outstanding, charming the participants with his captivating presentations. So many valuable customer service lessons learnt. He makes it look so simple to create compelling connections between you and your customers. Thanks and please be back soon.”
– Samuel Teo, General Manager, Aventis School of Management, Singapore

“You were Awesome!!! You added the perfect touch to the meeting – the difference between mediocre and successful. Thanks again.”
– Anne Marie Smith, Director of Administration Pikes Peak Association of Realtors