Joseph Michelli

Joseph Michelli
Born (1960-08-11) August 11, 1960
Nationality American
Education University of Denver
University of Southern California
Occupation Author, radio host, and public speaker
Notable work The Starbucks Experience
The New Gold Standard
Prescription for Excellence
The Zappos Experience
Driven to Delight
Spouse(s) Nora Michelli (deceased)

Joseph Michelli (born August 11, 1960) is an American psychologist, speaker, and author. He started his career as a psychologist in 1988 and began writing business books in 2004. Best-selling books he has written include The Starbucks Experience, The New Gold Standard, Prescription for Excellence, and Driven to Delight. The UCLA Health System hired ResultSource to make Prescription for Excellence a bestseller, by purchasing copies of the book which were mailed to hospital CEOs.[1]

Books

Early books

In 1998 Michelli published the book Humor, Play, and Laughter: Stress-Proofing Life with Your Kids, which discusses the use of humor in parenting. In an article featuring his book, Michelli stated that, "If we don't teach kids how to use humor to cope with the crap in their lives, then they're going to become less flexible and more rigid."[2] Michelli entered the business books market by penning When Fish Fly: Lessons for Creating a Vital and Energized Workplace, which covered the history and business model of the Pike Place Fish Market in Seattle, Washington. Michelli cowrote the book with the owner of the business, John Yokoyama.[3] The Chicago Tribune reviewed the book and stated that the two authors "combine for a number of 'A-ha' moments".[4]

Starbucks

The Starbucks Experience

Michelli continued this formula for his following books, each of which became best-sellers. In 2006 he published his first best-selling book about another Seattle company, when he penned The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary,[5] which reached number three on the Wall Street Journal business books bestseller list[6] along with high ranking positions on many other lists.[7] The book centered on the business model of the Starbucks coffee company, and methods that entrepreneurs or businesspeople could take to apply the successful aspects of this model to their own careers. In the years following the books publication, Michelli was interviewed or quoted as an outside expert on the business strategy of the Starbucks company by several publications.[8][9][10]

Leading the Starbucks Way

A follow-up book entitled Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products, and Your People was released in 2013.[11] In this book he covers the strategies that Starbucks uses to spread its reach nationally, and advice on how other businesses can apply the same methods.[12] Much of the book is composed of interviews with people who work at the company at all levels.[13]

The New Gold Standard

In 2008 Michelli published his book The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company,[14] which focused on the success model of the Ritz-Carlton Hotel Company.[15] The subject matter of hotels was not foreign to Michelli, as he had spent a significant amount of time in more generic rooms on book tours and travelling as a public speaker. The question he used as the synthesis of what he was looking for within Ritz-Carlton hotels was "What's your 45-minute massage that lasts an hour?", referring to how the individual hotels decided to offer a higher value than advertised in different areas. However, his advice to his readers in the book was to talk personally to one's customers, and not let a lack of ability to do consumer research to get in the way of customer interactions.[16]

Prescription for Excellence

In 2011 Michelli's book Prescription for Excellence, which focused on the University of California, Los Angeles health system, reached number four on the New York Times business hardcover list,[17] as well as number one the New York Times hardcover advice best-seller list.[18] The book details the complexities of healthcare institutions, requiring a high level of innovation, commitment to safety, and a high level of customer service, all provided in a highly political and cost competitive industry.[19]

In 2013, the Wall Street Journal reported on how ResultSource was paid to make Prescription for Excellence a bestseller, with the UCLA Health System buying copies of the book and sending them to hospital CEOs, but in its second week, "sales plunged 96%" and it dropped off the list.[1]

The Zappos Experience

In 2011 Michelli also published the book The Zappos Experience : 5 Principles to Inspire, Engage, and WOW.[20] The book focused on the company Zappos.com and how its business model achieved over a billion dollars in revenues over the Internet in the 2000s, after the slowing of growth for other Internet companies.[21] The book also made several bestseller lists across the US.[22]

Driven to Delight

In 2015 Michelli published the book Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, which appeared on the Wall Street Journal hardcover business best-sellers list.[23] The book tracks the transition of company focus on selling products to selling "experiences".[24]

Career

Psychology

Michelli received his undergraduate degree from the University of Denver, where he triple majored in psychology, philosophy, and political science and where he was honored as the 1981 Outstanding Junior Man.[25][26] During his undergraduate studies he co-authored an article for Psychology Today entitled Would You Believe a Child Witness.[27] In 1985 Michelli co-authored the research paper A Brief Test for Measuring Malingering in Schizophrenic Individuals that was published in the American Journal of Psychiatry.[28] He graduated with his PhD in 1988 from the University of Southern California, completing his thesis entitled Observational Bias in Spouse Observation Integrating Cognitive and Behavioral Approaches to Marital Distress.[25] Additional academic publications from his studies included articles in the Journal of Pediatric Psychiatry[29] and Law and Human Behavior,[30] as well as a chapter of the third edition for Behavioral Assessment: A Practical Handbook.[31] Michelli is also the author of financial and economics publications.[32]

Michelli worked as a clinical psychologist for the Penrose-St. Francis Health Care System in Colorado during the 1990s.[33] Michelli continued his practice as a psychologist through the late 2000s, serving as a forensic psychologist in Colorado and special investigator for public prosecutions. He has also been interviewed as an expert of forensic psychology on CNN.[34]

Radio

Joseph Michelli began his career in radio as a teenager with KRLN in Canon City, Colorado from 1973 to 1978. He then worked at KWBZ radio in Denver under the pseudonym "The Rock and Roll Kid" as an on-air host from 1979 to 1982.[35] He took an eight-year break from radio while attending graduate and post-graduate school, but returned to radio in 1990. That year Michelli began hosting what would become a nationally syndicated radio show called Wishing You Well on the Business News Network.[2] As a radio host, he was interviewed for major newspapers to respond to current events involving psychology.[36] The show continued until 1999. Michelli also hosted The Joseph Michelli Show on KVOR in Colorado Springs, CO, a daily 2-hour afternoon drive talk show that ran from 1997-2007. Due to his success as an author, as of 2007 Michelli had to host the show over the telephone on the road while doing book signings, speaking engagements, and other events. He eventually left the show in June 2007.[37] Upon his departure from the radio business it was claimed he had "raised the talk show bar" in Colorado,[38] as Michelli left to work full-time on his books.[39] Michelli's commentary on social issues was sometimes the cause of controversy.[40][41] The group Media Matters claimed, upon his departure from radio in 2007, that he had failed to deter frequent callers from making insensitive remarks about homosexuals, and had allowed a guest host for his show to make similar remarks.[42]

Speaking

Joseph Michelli is a member of the National Speakers Bureau, presenting both nationally and internationally.[43] He is a keynote speaker and provides workshops on the subjects of customer experience, branding, service, leadership, customer loyalty, culture, and innovation; speaking about both his books and his own business philosophy.[44]

Consulting

Michelli is also a consultant that works with companies on customer retention strategies.[45]

Personal life

Michelli married Nora Leigh Smith, with whom they had two children Andrew and Fiona. Nora died on February 11, 2013 after a six-year battle with breast cancer.[2][46]

References

  1. 1 2 Jeffrey A. Trachtenberg (February 22, 2013). "The Mystery of the Book Sales Spike". Wall Street Journal. Archived from the original on 2014-01-01.
  2. 1 2 3 Scott Smith (May 29, 1998). "Humor Helps Families Live Well". Lakeland Ledger. Retrieved December 3, 2012.
  3. ↑ Yokoyama, John; Michelli, Joseph (2004). When Fish Fly:Lessons for Creating a Vital and Energized Workplace from the World Famous Pike Place Fish Market. Hyperion.
  4. ↑ Jim Pawlak (September 6, 2004). "New Book". Chicago Tribune. Retrieved December 3, 2012.
  5. ↑ Michelli, Joseph (2006). The Starbucks Experience:5 Principles for Turning Ordinary into Extraordinary. McGraw-Hill.
  6. ↑ "Best Selling Books". Wall Street Journal. December 8, 2006. Retrieved December 3, 2012.
  7. ↑ "Media". Retrieved December 3, 2012.
  8. ↑ Mary Hendricks (February 1, 2007). "The Starbucks Business Model". Entrepreneur Magazine. Retrieved December 3, 2012.
  9. ↑ Andrea James (February 16, 2009). "Starbucks spars over union". Seattle Post-Intelligencer. Retrieved December 3, 2012.
  10. ↑ Daniel Gross (April 8, 2007). "Latte Laborers Take on a Latte-Liberal Business". New York Times. Retrieved December 3, 2012.
  11. ↑ "Leading the Starbucks Way review". Publishers Weekly.
  12. ↑ "Starbucks a Model of Success". Time Magazine.
  13. ↑ "The Power of Ritual". Msart Company.
  14. ↑ Michelli, Joseph (2008). The New Gold Standard: 5 Leadership Principles for Creating Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company. McGraw-Hill.
  15. ↑ Peter Vincent (December 1, 2008). "Peter Vincent reviews The New Gold Standard". CBC. Retrieved December 3, 2012.
  16. ↑ Andrew Wineke (July 5, 2008). "Writer didn't rough it to research his new book". Colorado Springs Gazette. Retrieved December 3, 2012.
  17. ↑ "Hardcover Business Best Sellers". New York Times. June 5, 2011. Retrieved December 3, 2012.
  18. ↑ Schuessler, Jennifer (June 12, 2011). "Hardcover Advice Best-seller list". New York Times. Retrieved December 3, 2012.
  19. ↑ David Feinberg (May 10, 2011). "Prescription for Excellence". Health News Digest. Retrieved December 12, 2012.
  20. ↑ "The Zappos Experience : 5 Principles to Inspire, Engage, and WOW". Archived from the original on May 31, 2013. Retrieved December 3, 2012.
  21. ↑ Matthew Crowley (December 12, 2011). "Serving with smiles: A look at Zappos' culture of happiness". Las Vegas Business Press. Retrieved December 3, 2012.
  22. ↑ Andy Meek (January 30, 2012). "Biz Book Bestseller Discusses Spirit of Service". Memphis Daily News. Retrieved December 12, 2012.
  23. ↑ "Hardcover Business Best-Selling List". Wall Street Journal. December 19, 2015.
  24. ↑ Martin Zwilling (February 11, 2016). "6 Steps To Refocus Your Business on Customer Delight". Forbes.
  25. 1 2 "Previous Students". USC Family Studies Project. Retrieved December 3, 2012.
  26. ↑ Wyquita Wilson (September 9, 2004). "Dr. Joseph Michelli releases new book". The Florence Citizen. p. 20.
  27. ↑ Debra Whitcomb (1992). When the Victim is a Child (2nd ed.). Diane Publishing. p. 30. Retrieved December 12, 2012.
  28. ↑ Beaber RJ, Marston A, Michelli J, Mills MJ (December 1985). "A brief test for measuring malingering in schizophrenic individuals". American Journal of Psychiatry. 142: 1478–81. doi:10.1176/ajp.142.12.1478. PMID 4073316.
  29. ↑ Jan L. Wallander; Stephen R. Schroeder; Joseph A. Michelli; C. Thomas Gualtieri (1985). "Classroom Social Interactions of Attention Deficit Disorder with Hyperactivity Children as a Function of Stimulant Medication". Journal of Pediatric Psychiatry. Retrieved December 3, 2012.
  30. ↑ Gail S. Goodman; Jonathan M. Golding; Vicki S. Helgeson; Marshall M. Haith; Joseph Michelli (1987). "When a Child Takes the Stand". Law and Human Behavior. Archived from the original on February 16, 2013. Retrieved December 3, 2012.
  31. ↑ Gayla Margola; Joseph Michelli; Neil Jacobson (1988). "Assessment of Marital Dysfunction" in Behavioral assessment: a practical handbook, Volume 141. Pergamon Press. p. 441. Retrieved December 3, 2012.
  32. ↑ Alex Dunnin (August 19, 2011). "Customisable, original, scalable, networked: the next advice paradigm". Financial Standard. Retrieved December 3, 2012.
  33. ↑ RICK ANSORGE (April 26, 1996). "Trauma Touch Therapy helps people come to terms with their past" (PDF). Colorado Springs Gazette Telegraph. Retrieved December 3, 2012.
  34. ↑ Glenn Beck (August 28, 2006). "The Politics of Hurricane Katrina; Iran 101; Case Falls Apart in JonBenet Ramsey Murder Case". CNN. Retrieved December 3, 2012.
  35. ↑ "Joseph Michelli". 440 Satisfaction. Retrieved December 3, 2012.
  36. ↑ Robert Levine (April 29, 1994). "David Wilcox Expands His Horizons Pop music". Los Angeles Times. Retrieved December 3, 2012.
  37. ↑ "Local talk show host Michelli turns in microphone for pen". Colorado Springs Gazette. June 17, 2007. Retrieved December 3, 2012.
  38. ↑ Andrew Wineke (June 17, 2007). "Local talk show host Michelli turns in microphone for pen". Colorado Springs Gazette. Retrieved September 19, 2012.
  39. ↑ "KVOR's Michelli Exits". All Access Music Group. June 18, 2007. Retrieved September 19, 2012.
  40. ↑ "A Rhetorical Question: You're a Jerk". Retrieved 26 August 2012.
  41. ↑ Media Matters. "KVOR's Michelli announces farewell; Colorado Media Matters recaps his misinformation and bigoted speech". Retrieved 26 August 2012.
  42. ↑ "Michelli to Colorado Media Matters: "it's been really good for my career ... So I thank you guys"". Media Matters. Retrieved 20 September 2012.
  43. ↑ "Joseph Michelli". Retrieved December 12, 2012.
  44. ↑ "Franklin Tech Partners plans May 12 seminar". Ponoco Record. March 21, 2010.
  45. ↑ "Invest in Customer Acquisition Retention". USA Today. May 6, 2016.
  46. ↑ "Nora Leigh Michelli Obituary". Retrieved October 20, 2015.
This article is issued from Wikipedia. The text is licensed under Creative Commons - Attribution - Sharealike. Additional terms may apply for the media files.