Speaker Programs
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 ...more
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, the presentation offers practical tools on how to integrate technology with human service delivery to create a uniquely special bond with your customers. ...less
Service or Experience? Defining Your Way We Serve Statement
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 ...more
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 verifies the wisdom of adopting a cost-effective commitment to elevating service and customer experience. 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 shows how to strategically design a relevant experience targeted to customer retention and acquisition of your competitors' disgruntled customers. The experience design process begins with crafting a Way We Serve™ Statement which helps staff members understand the nature of the optimal experience you deliver. In this keynote, Dr. Michelli also demonstrates how to make cost-conscious decisions that drive customer loyalty and increase customer spend. ...less
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 ...more
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 touchpoints. He also demonstrates how an entire workforce listens to the voice of customers and looks 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. ...less
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 ...more
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. This presentation helps participants utilize essential strategies for seizing opportunities in a rapidly changing world. ...less
The Starbucks Experience, Five Principles for Turning Ordinary into Extraordinary
For the first time, an outsider has been given unique access to Starbucks, offering readers an in-depth look at every level of the company. The Starbucks Experience offers a rare blend of boardroom strategies, employee ...more
For the first time, an outsider has been given unique access to Starbucks, offering readers an in-depth look at every level of the company. The Starbucks Experience offers a rare blend of boardroom strategies, employee engagement tips, community involvement, and customer satisfaction - for a full-bodied experience that really pays off for all employees in an organization. ...less
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 ...more
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 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." ...less
Leave Your Mark
"Why do you come to work here?" That fundamental question is the foundation for a presentation that analyzes the transformational power of work and service. By shifting the focus away from the task nature of ...more
"Why do you come to work here?" That fundamental question is the foundation for a presentation that analyzes the transformational power of work and service. By shifting the focus away from the task nature of work to the purpose of a person's job choice, Dr. Michelli helps participants ignite their passion and calling for their work. Dr. Michelli guides employees at all levels of the organization to understand how they can do more than transact business. Instead, he shows how they can develop their gifts and talents in service of powerful transcendent goals. ...less
