Joseph Michelli

Joseph A. Michelli is an internationally respected thought leader, keynote speaker, and New York Times bestselling author. He is a well-known writer of business books, keynote presentations, and consulting services. Michelli is the author of ten books, the most popular of which is the 2010 international bestseller entitled, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company.

Michelli has had great success as a writer, leader, and consultant and has worked to improve the customer experience for a wide variety of organizations including banks, health care companies, and retail stores. His books and keynote presentations have informed and inspired many leaders looking to create the legendary customer experiences in their own companies.

Michelli was born on January 1, 1960 in San Jose, California. He studied psychology at Stanford and went on to earn his PhD in Organizational Psychology from the University of Tulsa. After graduating from college he worked as a professor, a consultant, and a business researcher. He currently serves as a professor at Pepperdine University in Malibu, California.

Michelli’s books are often written from the perspective of research, combined with a combination of narrative, practical advice, and stories. His books focus on helping companies increase customer loyalty, customer experience, employee engagement, and creating customer-centric cultures.

The New Gold Standard is a classic book, an essential read for all customer experience professionals. This book details the culture and leadership practices of the Ritz-Carlton that enabled it to become one of the world’s most admired brands in customer service. Through research, interviews, and analysis, Michelli identifies the factors that make Ritz-Carlton’s service so successful.

The Matriarch Advantage is another popular book by Michelli. This book focuses on the importance of female leaders in business. Despite the growth and increase in women in corporate leadership positions, women remain significantly underrepresented in corporate leadership compare to men at a rate of only 8% in 2009. Through narrative and interviews, The Matriarch Advantage is a much-needed resource to share stories of the important role female leaders play in the business world today.

Michelli’s other books, such as The Zappos Experience, The Coffee Bean: A Simple Lesson to Create Positive Change, and Driven to Delight: Delivering World-Class Customer Experience , all explore different aspects of customer experience and how to create a positive customer experience for a successful business.

Joseph A. Michelli is an incredible thought leader, keynote speaker, and author and has been providing leaders around the world with the resources and inspiration to create legendary customer experiences for many years. By sharing his perspective, intelligence, and experience, Michelli has had a major impact on the customer service industry.