Audiobooks narrated by Joseph Michelli

Customer Magic – The Macquarie Way: How to Reimagine Customer Experience to Transform Your Business

It takes a special kind of magic for a challenger brand to achieve seemingly impossible customer-centric results. It’s that magic that makes Australian telecommunications company Macquarie Technology world leaders in award-winning customer experience. Joseph A. Michelli—the bestselling author of books about brands renowned for their stellar service and outstanding growth, such as The Ritz-Carlton, Mercedes-Benz, and Starbucks—was so impressed by Macquarie’s ability to deliver transformative customer experiences that he felt compelled to write this book. Customer Magic is a practical, easy-to-read guide that, consistent with Macquarie’s commitment to delivering customer value, shares transferrable knowledge on how to identify and solve customer pain points; craft a compelling unique value proposition; attract, select, grow, and retain customer service talent and subject matter expertise; set, measure, track, and incentivize mission-critical business goals and customer-driven growth; innovate solutions that meet your customers’ stated and unstated needs; and maintain a growth mindset and leave a legacy of success.

Joseph Michelli (Author), Joseph Michelli (Narrator)

Audiobook

Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the

COVID-19 has disrupted business and life in ways we never imagined. Within days of the outbreak, Joseph Michelli-the world-renowned business expert who has cracked the leadership codes of Starbucks, Airbnb, Mercedes-Benz USA, and many other top companies-went to work. He contacted 140+ senior leaders at major companies about their specific challenges and how they were meeting them-getting raw yet thoughtful real-time insights into a crisis that will define an entire generation of leaders. The result is Stronger Through Adversity. In this business guide for our times, Michelli distills best leadership practices that can be used in any company, in any industry. Organized into four main themes-Set the Foundation, Build Connections, Move with Purpose, and Harness Change-Stronger Through Adversity provides a deep dive into the methods, tactics, and approaches leaders have used to keep their company afloat and to position it for success long after the pandemic. You'll get invaluable insights into crisis management, keeping employees and customers safe, maintaining a culture of engagement, and rapidly innovating. Applying powerful leadership methods used by Microsoft, Starbucks, Google, DHL, Target, Verizon, Kohl's, Marriott, and many others, you'll seize and hold the competitive edge in your industry.

Joseph Michelli (Author), Joseph Michelli (Narrator)

Audiobook

The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging

New from bestselling author Joseph Michelli! How Airbnb has disrupted the hospitality industry for unparalleled success-critical lessons that apply to any 21st Century business No one understands better than Joseph Michelli how businesses create and leverage world-class customer experiences. Over the past decade, Michelli has guided businesses in human experience transformation and revealed how Starbucks, Zappos, Mercedes, and other top companies design and execute the strategies that made them the undisputed leaders of their industries. Now, Michelli turns his attention to major disrupter, Airbnb. In The Airbnb Way, he shows how innovative leaders have managed to build an unique brand by inspiring and engaging a community of hospitality entrepreneurs-a feat unparalleled in the shared economy. Inside, you'll find: * Airbnb's strategies and practices that drive customer engagement and loyalty * How to provide phenomenal customer service in the shared economy * Proven principles for getting the most from all stakeholders-including those who share resources and services * Exclusive interviews with Airbnb leaders, hosts, and guests that provide invaluable information for your business The shared economy is the future, but it introduces business challenges never before faced: How do you serve a broad range of customers across varying geographies through a distributed network of 'partners? Airbnb has solved the puzzle, and Michelli shows you all the pieces-and how they fit together.

Joseph Michelli (Author), Joseph Michelli (Narrator)

Audiobook

Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way

New York Times bestselling author shares an inside look at how Mercedes-Benz transformed themselves into a best-in-class, customer-obsessed organization. Driven to Delight offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership team's ambitious, multi-pronged strategy to elevate the company's customer experience to best-in-class across all brands and industries. The author worked closely with leaders inside the organization to understand the customer experience transformation as a top operational and cultural priority for Mercedes-Benz. This audiobook gives readers an exclusive, all-access look at senior leadership's vision, strategy, and tactical steps to create and sustain the wide-sweeping actions needed to deliver the best customer experience.

Joseph A. Michelli, Joseph Michelli (Author), Joseph A. Michelli, Joseph Michelli (Narrator)

Audiobook

The New Gold Standard

When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed.The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as: • Understanding the ever-evolving needs of customers • Empowering employees by treating them with the utmost respect • Anticipating customers' unexpressed needs and concerns • Developing and conducting an unsurpassed training regimen Sharing engaging stories from the company's employees—from the corporate office and hotels around the globe—Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them. The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.

Joseph Michelli (Author), Joseph Michelli, Tom Parks (Narrator)

Audiobook

The Zappos Experience

Zappos. The name has come to stand for a new standard of customer service, an amazing online shopping experience, a great place to work, and the most impressive transformational business success story of our time. Simply put, Zappos is revolutionizing business and changing lives. Now, Joseph Michelli, author of the internationally bestselling business books Prescription for Excellence and The Starbucks Experience, explains how Zappos does it—and how you can do it in your industry. The Zappos Experience takes you through—and beyond—the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-to-day basis while providing the “big picture” leadership methods that have earned the company $1 billion in annual gross sales during the last ten years—with almost no advertising. Michelli breaks the approach down into five key elements: Serve a Perfect Fit—create bedrock company values Make it Effortlessly Swift—deliver a customer experience with ease Step into the Personal—connect with customers authentically S T R E T C H—grow people and products Play to Win—play hard, work harder When you enhance the customer experience, increase employee engagement, and create an energetic culture, you can’t help but succeed. Zappos has woven these five key components into a seamless strategy that’s the envy of business leaders. Now that strategy is yours. With The Zappos Experience, Joseph Michelli delivers a package for instant success right to your doorstep. All you have to do is open and use it.

Joseph Michelli (Author), Joseph Michelli, Tom Parks (Narrator)

Audiobook

Leading the Starbucks Way

One of the best-recognized and admired brands in the world, Starbucks singlehandedly transformed the ordinary delivery of coffee into a cultural phenomenon—a result of the company’s exemplary leadership practices. Joseph Michelli, author of the Wall Street Journal, USA Today, and BusinessWeek bestseller The Starbucks Experience, explains that the international success of Starbucks begins with a promise: To inspire and nurture the human spirit—one person, one cup, and one neighborhood at a time. Michelli offers a perspective on the leadership principles that drove the iconic coffee company’s resurgence from serious setbacks during the economic downturn—one of the few true turnaround stories of this time. And the company continues to grow dramatically, entering new markets and channels with fresh products and technologies. In Leading the Starbucks Way, Michelli establishes five actionable principles that fuel long-term global sustainability at Starbucks and that can be used in any company, in any industry: • Savor and Elevate • Love to Be Loved • Reach for Common Ground • Mobilize the Connection • Cherish and Challenge Your Legacy Leading the Starbucks Way is a penetrating look at the inner workings of one of today’s most successful brands. The company gave Michelli one-on-one access to a variety of employees (called partners) to write this book—from baristas to senior leaders, including Howard Schultz, chairman, president, and chief executive officer. In short, success is all about loving your product, loving your customers, and loving your employees. Sincerely. Without fail. Even in the face of business challenges.

Joseph Michelli (Author), Joseph Michelli, Tom Parks (Narrator)

Audiobook

Audiobooks Narrated by Joseph Michelli