The Zappos Experience – 5 Principles to Inspire, Engage, and WOW
Culture, culture, culture! This presentation highlights tools that have created a rich and unorthodox service culture at Zappos.
Prescription for Excellence – Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System
Imagine running a business that requires the innovation of Apple, the commitment to safety of NASA, and the customer service of The Ritz-Carlton.
The New Gold Standard: Leadership Principles for Creating Legendary Customer Experiences
In this presentation, Dr. Michelli examines how to deliver legendary customer experiences such as those consistently offered by The Ritz-Carlton Hotel Company.
The Starbucks Experience – 5 Principles for Turning Ordinary into Extraordinary
By strategically focusing and executing on the details of the internal and external customer experience, Starbucks has become an employer and coffee provider of choice. In essence, Starbucks has become a name synonymous with coffee itself.
When Fish Fly: Lessons for Creating a Vital and Energized Workforce
Dr. Michelli helps you create a unique and durable experience that energizes employees and draws customers.
Service or Experience? Defining your Way We Serve Statement™
Let’s face it – consumer behavior has fundamentally changed since the third quarter of 2008.
Service Serves Us™
Survival in business is rather simple. No company makes money or stays in business unless they serve the needs of others.
Service is an Inside Job
Who delivers compelling experiences that draw customers? The short answer is everyone in the business!
Leading Staff Engagement – Serving Those who Serve Your Customer
Products can be quickly duplicated by competitors. Starbucks took an extremely ordinary product and revolutionized the way people perceive and experience it.
Roll-up Your Sleeves – It’s Your Turn to Serve
Creating extraordinary customer experiences is not rocket-science. It takes a grassroots commitment from individuals to listen for the stated and unstated needs of customers.
Change or Die! Securing Maximum Innovation and Staff Engagement
This presentation examines the primary drivers of change in the technological age.
The Road to Practical Innovation
Innovation is a daunting word. In this presentation, Dr. Michelli demystifies the innovative process.
Leadership - The Art of Lasting Significance
From Dr. Michelli’s perspective, leadership involves engaging people to do the right things to profit people.
Leave Your Mark
Why do you come to work here? That fundamental question is the foundation for a presentation that looks at the transformational power of work and service.
