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Joseph Michelli
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 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 Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges. Joseph’s other titles include The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, 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…
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!
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.
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.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.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
onlistening,
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.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.
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.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.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 excellenceSince 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.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.
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:
- Browse our website or reach out to a Key Speakers advisor through our website to explore speaker ideas.
- Select a keynote speaker based on their expertise, experience, and suitability for your event.
- Contact Key Speakers to confirm the speaker'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. These details will be used to create an agreement once the speaker accepts.
- All parties coordinate and finalize the terms of the booking, including contract terms and conditions.
- Confirm the booking by signing the contract and making the necessary payments.
What types of events do keynote speakers typically speak at?
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.
How do I select the right keynote speaker for my event?
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.
- 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.
How far in advance should I book a keynote speaker?
It is generally advisable to book a keynote speaker as early as possible, especially if you have a specific speaker in mind or if your event is during a peak season holiday. Ideally, booking a speaker three to six months in advance can increase the chances of securing your desired speaker.
Can you help me with the logistics and technical requirements for the speaker's presentation?
Yes, we can assist you with the logistics and technical requirements for the speaker's presentation. We stay actively involved during pre-event planning to coordinate with you and ensure that the necessary audiovisual equipment, staging, lighting, and other technical aspects are in place for a successful presentation.
Are there any special requirements or accommodations that need to be considered for the speaker?
Keynote speakers may have specific requirements or accommodations that need to be considered, such as travel arrangements, accommodation preferences, dietary restrictions, or accessibility needs. Some speakers have a performance rider we include in the contract, others have minimal requirements.
Do keynote speakers offer customization options for their presentations?
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.
Can I provide feedback or reviews about the speaker's performance?
Yes, we encourage and appreciate feedback about the speaker's performance as well as our services. You can share your feedback via email after the event, or via our survey feedback form. Your feedback can help them improve our services and assist other clients in making informed decisions.
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 though 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 work closely with you from speaker selection to post-event success and always ensure that your needs are addressed first.
- We help you negotiate contractual details such as speaker fees and travel terms so that you end up with the most favorable deal. Leave the fine print to us so you can focus on other aspects of your event. Key Speakers mediates and absorbs some of the contractual risks that inherently come with booking a keynote speaker.
- With our highly communicative booking and proposal model, you'll never be left in the dark with the status of your speaker. We pride ourselves on speedy response time and always keep you updated on all new developments relating to your event. Our experienced agents are personable (after our morning coffee!) and always eager to do whatever it takes to secure a fantastic speaker for your event.
To put it simply, Key Speakers is your one-stop resource for finding, booking and managing speakers for your event. We do the heavy lifting for you. Our dedicated and knowledgeable advisors ensure that your speaker's message and personal brand perfectly align to your event objectives.
Remember that the specific details and offerings may vary among different speakers, so it's always recommended to consult with your Key Speakers representative for accurate information and assistance.
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