Joseph Michelli

Speech Topics

• DISTINCT AND BRANDED CUSTOMER EXPERIENCES - 5 PRINCIPLES FOR TURNING ORDINARY INTO EXTRAORDINARY

  How do you distinguish your products and services through the experiences you provide? For example, Starbucks became synonymous with coffee by creating the "third place" experience - one that reflects affordable luxury and aspires to be the "living room" of the community. This presentation builds on Joseph's work with Starbucks (and two books he's written about them - The Starbucks Experience and Leading the Starbucks Way) by mixing in customer engagement strategies from other books he's written about companies like Zappos, Airbnb, and UCLA Health Systems. Using principles like "Make it Your Own," "Surprise and Delight," and "Embrace Resistance," Joseph shows how anyone can create a branded customer experience that drives sustained growth and profitability.

• DRIVEN TO DELIGHT - THE ART AND SCIENCE OF WORLD-CLASS CUSTOMER EXPERIENCES

  World-class customer experience companies pass the C.R.U.D. Test. Accordingly, they elevate Credible, Relevant, Unique, and Durable experiences. Based on Joseph's book titled "Driven to Delight - Delivering World-Class Customer Experiences the Mercedes-Benz Way," participants learn how to: · Create a compelling vision for exceptional customer experiences · Identify the ever-changing wants, needs, and desires of customers · Map out essential customer journeys and high-value contact points · Effectively evaluate customer perceptions throughout their brand journey · Resolve customer needs swiftly and constantly improve the delivery of experiences · Link rewards and recognition to customer experience excellence Since 75% of customers who leave a business indicate they are "satisfied or highly satisfied" at the time of their departure, this presentation offers tools Joseph used with Mercedes-Benz to catapult positive emotional value and customer loyalty. It emphasizes the importance of being Driven to Delight - with every customer, every time - no excuses.

• THE NEW GOLD STANDARD: LEADERSHIP PRINCIPLES FOR CREATING LEGENDARY CUSTOMER EXPERIENCES

  In this presentation, Joseph examines how to deliver legendary customer experiences such as those consistently offered by The Ritz-Carlton Hotel Company. The New Gold Standard presents cutting-edge leadership strategies for selecting, training, and retaining the "right" staff. It demonstrates how leaders and front-line workers can drive team member engagement and ownership behavior, ultimately producing transformational customer experiences. Expounding on leadership principles such as "Define and Refine," "Empower Through Trust," and "It's Not About You," this presentation examines ways to keep your service relevant to changing customer needs and increasing expectations.

• RESILIENT, AGILE, AND ADAPTIVE - MASTERING ADVERSITY AND SUSTAINING SUCCESS

  How do you ensure your people and your organization successfully face challenges and emerge stronger from adversity? Joseph asked that question to more than 150 global business leaders, including CEOs and presidents of Google, Microsoft, Starbucks, United Way, RBC, Verizon, Southwest Airlines, Goldman Sachs, and H&R Block. This presentation shares key learnings from those leaders (captured in his Stronger Through Adversity book. It also provides practical tools researched by experts in neuropsychology, learning agility, adaptive leadership, and collaborative/continuous learning. Deploying his background as a clinical psychologist, leadership consultant, and organizational development specialist, Joseph offers the audience needed resources to ensure sustained personal and organizational growth - even in the toughest of times.

• IT'S NOT EASY ENOUGH - STREAMLINING HUMAN EXPERIENCES THROUGH PEOPLE, PROCESS, AND TECHNOLOGY

  How much effort does it take for your customers to get their needs met? Customer retention requires well-designed experiences that make it easy for customers to get what they want and need. Joseph offers audience members experience design tools like "Way We Serve Statements™," ecosystem blueprints, and empathy maps. These resources enable participants to meet customer needs, reduce customer effort, and target moments that matter most to customers. Audience members benefit from proven tools that Joseph uses with clients in healthcare, retail, financial services, insurance, construction, e-commerce, insurance, food service, and hospitality.

• LISTEN, EMPATHIZE, ADD VALUE AND DELIGHT - CRAFTING EXPERIENCES THAT DRIVE LOYALTY & REFERRALS

  If you want repeat business and customer referrals, you need to do more than meet customer needs. In this presentation, Joseph shares his LEAD model of customer engagement which focuses on listening, empathy, value creation, and anticipating needs. Developed through his work with Mercedes-Benz, The Ritz-Carlton Hotel Company, Godiva Chocolate, Pandora Jewelry, and UCLA Health System, this keynote provides assets for understanding stated and unstated customer needs. It also fosters stronger emotional connections with core customer segments and the ability to deliver customer value consistently. Joseph helps audience members anticipate customer preferences and develop scalable solutions that fuel customer delight and loyalty.

• ATTRACTING AND RETAINING TEAM MEMBERS AND CUSTOMERS - A TOOLKIT FOR HUMAN-CENTRIC CULTURE

  You aren't in business to create profits; you are in business to serve team members and customers. Sustained profits follow when you care for and about the people inside and outside your organization. This keynote spotlights how every individual can contribute to a constructive and empowering culture. Joseph provides actionable tools for driving autonomy, meaning, and purpose. Borrowing from his work with and books about companies like the Ritz-Carlton Hotel Company, Zappos, Mercedes-Benz, and the Pike Place Fish Market, this culture-building content increases employee engagement, customer loyalty, and meteoric growth.

• IT'S PERSONAL: SUSTAINABLE SUCCESS THROUGH HUMAN-POWERED AND TECHNOLOGY-AIDED EXPERIENCES

  Team members and customers want experiences personalized for them. In this presentation, Joseph provides tools for forging personal emotional connections (PECs) with those you serve. Based on his work with (and books about) companies like Airbnb, Starbucks, The Ritz-Carlton Hotel Company, and Zappos, attendees will leave with insights and resources for creating customer belonging, uncovering stated and unstated customer needs, and delivering personal and loyalty-building experiences.

• WORLD-CLASS CUSTOMER EXPERIENCE – EXCELLENCE THROUGH PEOPLE, PRODUCT, AND PROCESS

  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. Despite that prioritization, consumer satisfaction continues to decline. 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 importance of leadership vision and approaches to inspire customer-centricity for everyone who represents your brand. Moreover, the presentation offers practical tools on how to integrate technology with human service delivery to create a unique, special bond with your customers.

• TRANSFORMING YOUR CULTURE TO DRIVE CUSTOMER ENGAGEMENT, LOYALTY, AND REFERRALS

  Harvard Business Review research article suggests that customer experience initiatives are failing because they are not grounded in cultures of service excellence. In "Transforming Your Culture," Dr. Michelli looks at how brands like Mercedes-Benz USA create a compelling vision of change urgency, align leaders in pursuit of tangible customer experience objectives, offer technology and process tools to delight customers, and change the internal conversation to discuss the business from the customer’s vantage point. If you are seeking a fundamental shift toward true “customer-centric” execution, this presentation will offer a roadmap and tools for transformational change!

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Frequently Asked Questions

• How can I check Joseph Michelli's availability or request a quote?

  You can inquire about Joseph Michelli's availability or get a customized quote by contacting Key Speakers directly. Our team will help you determine fit, logistics, and budget options for your upcoming event.
• What is Joseph Michelli's speaking fee?

  The typical range for Joseph Michelli's speaking fee is $10,000–$25,000. The low end of the fee range represents their standard virtual fee. The high end of the fee range represents their standard fee for a US-based in-person speaking engagement. Appearances which require an extended schedule of activities or international travel will possibly exceed this fee range. Speaker fees update frequently. To receive a personalized quote for Joseph Michelli to speak at your event, please consult with a Key Speakers advisor for up to date information and assistance.
• What factors influence the speaker's fee?

  Other factors that influence a keynote speaker's fee include their reputation, expertise, demand, experience, duration of the presentation, travel requirements for the event location, and any additional services, activities or customization options they offer.
• Are travel expenses included in the speaker's fee?

  Travel expenses are typically not included in the listed speaker's fee and are quoted separately. If the speaker needs to travel internationally, fees will be higher. These expenses may include airfare, accommodation, ground transportation at home and in the event city, and meals. We can provide more detailed information about travel expenses and arrangements once you've selected a speaker.
• How do I book Joseph Michelli for my event?

  The speaker booking process typically involves the following steps: contact Key Speakers to confirm Joseph Michelli's availability, fees, and any unique requirements (we can also help negotiate fees and terms); submit a firm offer to extend the invite to your speaker, with the details used to create an agreement once the speaker accepts; coordinate and finalize the terms of the booking, including contract terms and conditions; and confirm the booking by signing the contract and making the necessary payments.
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  Keynote speakers can speak at a wide range of events, virtual or in person, including conferences, corporate meetings, industry conventions, seminars, workshops, fundraising galas, educational programs, and other special occasions where an inspirational or informative address is desired.
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  When selecting a keynote speaker, consider the following factors: the speaker's expertise and knowledge relevant to your event's theme or industry; their speaking style, ability to engage the audience, and deliver impactful messages; past client testimonials, reviews, or references; and the speaker's availability and fee within your budget.
• What are the payment terms and conditions?

  A deposit is required upon signing the contract, with the remaining balance due 2–4 weeks before the event. If the event is taking place within 30 days, the full balance is due upon signing.
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  Yes, many keynote speakers offer customization options for their presentations. They can tailor their content, examples, or case studies to align with your event's theme, industry, or specific audience. Discuss your customization needs with us so we can guide you accordingly.
• Can the speaker participate in pre-event activities such as panel discussions or Q&A sessions?

  Some keynote speakers are open to participating in pre-event activities such as panel discussions, Q&A sessions, or meet-and-greet sessions. Please share your specific requirements with us during the firm offer phase, so we can work on getting you everything you need.
• How long is a typical keynote speech?

  The duration of a standard keynote speech can vary depending on the speaker and the event's schedule. Typically, keynote speeches range from 30 minutes to 90 minutes, including any Q&A sessions or interactive elements. Some speakers can accommodate half or full day sessions and extended keynotes. Discuss the desired duration with your representative to determine the appropriate length for participation.
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• Are there any discounts or special offers available for booking multiple speakers or multiple events?

  Often, yes. It's worth inquiring about such possibilities with your Key Speakers representative to explore any available cost-savings options.
• Why book Joseph Michelli through Key Speakers?

  We provide a comprehensive service that takes the guesswork out of hiring a speaker — from speaker selection to logistics to post-event feedback. We know you have lots of responsibilities on top of finding and coordinating event speakers, so having a committed and proactive partner on your side that is an expert with the talent booking process is crucial. Every time you book a speaker with Key, your dedicated events manager will support you throughout the entire planning process. We help you negotiate contractual details such as speaker fees and travel terms so that you end up with the most favorable deal. With our highly communicative booking and proposal model, you'll never be left in the dark with the status of your speaker. To put it simply, Key Speakers is your one-stop resource for finding, booking and managing speakers for your event.