Today’s interview is with Joseph A. Michelli, Chief Experience Officer at The Michelli Experience, an internationally sought-after speaker, best-selling author, and organizational consultant. Joseph joins me today to talk about his new book: Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, what Mercedes Benz USA did to transform their customer experience, how long it took them and what lessons others can draw from their experience.
This interview follows on from my recent interview – Insights from neuroscience and making change programmes more effective – Interview with Hilary Scarlett – and is number 172 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.
About Joseph (taken from his bio on the Michelli Experience)
Joseph A. Michelli, Ph.D., C.S.P., 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.
Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson Bookscan and New York Times #1 bestselling author. His latest book is Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way. Joseph’s other titles include Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People, 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 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.
Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA) and is a member of the Authors Guild. He received his Masters and Doctorate from the University of Southern California. Joseph has won the Asian Brand Excellence Award, is an editorial board member for the Beryl Institute’s Patient Experience Journal (PXJ), and is on the founders council of CustomerExperienceOne. He was named as one of the Top 10 thought leaders in Customer Service by Global Gurus.
Having journeyed with a close family member through a six year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer as well as abating world hunger.
Grab a copy of Joseph’s new book (Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way), check out The Michelli Experience, connect with Joseph on LinkedIn and say Hi on Twitter @josephmichelli.