Joseph A. Michelli
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Joseph A. Michelli, PhD
Joseph A. Michelli, PhD, 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.
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Dr. Michelli worked for over a decade as a medical psychologist in a hospital setting. Subsequently, he worked as an organizational development specialist for a large hospital system. Dr. Michelli helped hospitals in that system create a unified corporate culture, implement patient service initiatives, enhance staff engagement, and merge cultures when that system joined with another hospital group. Dr. Michelli has studied and written about cutting edge customer experience at businesses such as the world famous Pike Place Fish Market, Starbucks Coffee, The Ritz-Carlton Hotel Company and UCLA Health System. Blending his education and work background (both in and out of healthcare), Dr. Michelli delivers a powerful message about patient care and practical ways to create the ultimate staff and patient experience.
Dr. Michelli's latest book, The Zappos Experience: 5 Principles to Inspire, Engage, and WOW, was released in September 2011. His book, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, released in May 2011, achieved number one bestseller status on the New York Times, Wall Street Journal, USA Today, Publishers Weekly, Amazon and Nielson BookScan lists. His prior bestselling books include 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.
Dr. Michelli believes his greatest accomplishment is his ability to learn from the laughter and humor of his children, Andrew and Fiona.
Dr. Michelli's presentations include:
- STARBUCKS Experience - 5 Principles for Turning Ordinary into Extraordinary
- 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 New Gold Standard: Leadership Principles for Creating Legendary Customer Experiences (Ritz-Carlton Hotel Company)
- When Fish Fly: Lessons for Creating a Vital and Energized Workforce
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