Joseph Michelli
Born (1960-08-11) August 11, 1960
NationalityAmerican
EducationUniversity of Denver
University of Southern California
Occupation(s)Author, radio host, and public speaker
SpouseNora Michelli (deceased)

Joseph Michelli (born August 11, 1960) is an American psychologist, organizational consultant, speaker, and author. Since 2004, he has written business books, including The Starbucks Experience, The New Gold Standard, Prescription for Excellence, and Driven to Delight.

Early life and career

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.[1][2]

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.[1]

Psychology

During his undergraduate studies he co-authored an article for Psychology Today entitled Would You Believe a Child Witness.[3] 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.[4]

Additional academic publications from his studies included articles in the Journal of Pediatric Psychiatry[5] and Law and Human Behavior,[6] as well as a chapter of the third edition for Behavioral Assessment: A Practical Handbook.[7] Michelli is also the author of financial and economics publications.[8]

Michelli worked as a clinical psychologist for the Penrose-St. Francis Health Care System in Colorado during the 1990s.[9] 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.[10]

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.[11] 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.[12]

As a radio host, he was interviewed for major newspapers to respond to current events involving psychology.[13] 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 to 2007. Due to his work as an author, as of 2007 Michelli would host the show over the telephone on the road while doing book signings, speaking engagements, and other events. He left the show in June 2007.[14]

Upon his departure from the radio business it was claimed he had "raised the talk show bar" in Colorado,[15] as Michelli left to work full-time on his books.[16] Michelli's commentary on social issues was sometimes the cause of controversy.[17][18] The group Media Matters stated 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.[19]

Consulting

Michelli is also a consultant that works with companies on customer retention strategies.[20]

Books

Books on corporate cultures

Michelli has written or co-written a number of books on the culture of individual businesses.

  • When Fish Fly: Lessons for Creating a Vital and Energized Workplace (2004) on the Pike Place Fish Market in Seattle, Washington, co-written with the business's owner, John Yokoyama.[21] The Chicago Tribune reviewed the book and stated that the two authors "combine for a number of 'A-ha' moments".[22]
  • The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary (2006), on coffee chain Starbucks.[23] This reached number three on the Wall Street Journal business books bestseller list.[24]
  • The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company (2008)[25] on the Ritz-Carlton Hotel Company.[26][27]
  • Prescription for Excellence (2011) is about the University of California, Los Angeles health system.[28]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,[29] The book reached number four on the New York Times business hardcover list,[30] as well as number one the New York Times hardcover advice best-seller list.[31] In its second week, "sales plunged 96%" and it dropped off the list.[29]
  • The Zappos Experience: 5 Principles to Inspire, Engage, and Wow (2011)[32] focuses on on-line shoe retailer Zappos.com.[33]
  • Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way (2015), on automobile manufacturer Mercedes-Benz.[34] The book appeared on the Wall Street Journal hardcover business best-sellers list.[35]
  • Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products, and Your People (2013) is a second volume about Starbucks.[36][37][38]
  • 'The MindChamps Way: How to Turn An Idea Into A Global Movement (2019), on Singapore-based early learning brand MindChamps.[39]
  • The Airbnb Way (2019) on Airbnb.[40]
  • Customеr Mаgic (2023) on Macquarie Telecom Group opеrаtions.[41][42]

Other books

  • Humor, Play, and Laughter: Stress-Proofing Life with Your Kids (1998) on the role of humor in the context of parenting.[12]
  • Strоngеr Thrоugh Advеrsity (2021) еxаminеs gеnеrаl lеаdеrship prаcticеs аcrоss industriеs аrоund the structure of fоur kеy thеmеs—Sеt thе Fоundаtiоn, Build Cоnnеctiоns, Mоvе with Purpоsе, аnd Hаrnеss Chаngе.[41]

Personal life

Michelli married Nora Leigh Smith, with whom he had two children, Joseph Andrew and Fiona. Nora died on February 11, 2013, after a six-year battle with breast cancer.[12][43]

References

  1. 1 2 "Previous Students". USC Family Studies Project. Retrieved December 3, 2012.
  2. ↑ Wyquita Wilson (September 9, 2004). "Dr. Joseph Michelli releases new book". The Florence Citizen. p. 20.
  3. ↑ Debra Whitcomb (1992). When the Victim is a Child (2nd ed.). Diane Publishing. p. 30. ISBN 9780788105944. Retrieved December 12, 2012.
  4. ↑ Beaber RJ, Marston A, Michelli J, Mills MJ (December 1985). "A brief test for measuring malingering in schizophrenic individuals". American Journal of Psychiatry. 142 (12): 1478–81. doi:10.1176/ajp.142.12.1478. PMID 4073316.
  5. ↑ 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. Archived from the original on April 15, 2013. Retrieved December 3, 2012.
  6. ↑ 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.
  7. ↑ Gayla Margola; Joseph Michelli; Neil Jacobson (1988). "Assessment of Marital Dysfunction" in Behavioral assessment: a practical handbook, Volume 141. Pergamon Press. p. 441. ISBN 9780080327952. Retrieved December 3, 2012.
  8. ↑ Alex Dunnin (August 19, 2011). "Customisable, original, scalable, networked: the next advice paradigm". Financial Standard. Retrieved December 3, 2012.
  9. ↑ 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.
  10. ↑ 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.
  11. ↑ "Joseph Michelli". 440 Satisfaction. Archived from the original on September 19, 2012. Retrieved December 3, 2012.
  12. 1 2 3 Scott Smith (May 29, 1998). "Humor Helps Families Live Well". Lakeland Ledger. Retrieved December 3, 2012.
  13. ↑ Robert Levine (April 29, 1994). "David Wilcox Expands His Horizons Pop music". Los Angeles Times. Retrieved December 3, 2012.
  14. ↑ "Local talk show host Michelli turns in microphone for pen". Colorado Springs Gazette. June 17, 2007. Retrieved December 3, 2012.
  15. ↑ Andrew Wineke (June 17, 2007). "Local talk show host Michelli turns in microphone for pen". Colorado Springs Gazette. Retrieved September 19, 2012.
  16. ↑ "KVOR's Michelli Exits". All Access Music Group. June 18, 2007. Retrieved September 19, 2012.
  17. ↑ "A Rhetorical Question: You're a Jerk". Archived from the original on April 15, 2014. Retrieved August 26, 2012.
  18. ↑ Media Matters. "KVOR's Michelli announces farewell; Colorado Media Matters recaps his misinformation and bigoted speech". Media Matters for America. Retrieved August 26, 2012.
  19. ↑ "Michelli to Colorado Media Matters: "it's been really good for my career ... So I thank you guys"". Media Matters. Retrieved September 20, 2012.
  20. ↑ "Invest in Customer Acquisition Retention". USA Today. May 6, 2016.
  21. ↑ 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.
  22. ↑ Jim Pawlak (September 6, 2004). "New Book". Chicago Tribune. Retrieved December 3, 2012.
  23. ↑ Michelli, Joseph (2006). The Starbucks Experience:5 Principles for Turning Ordinary into Extraordinary. McGraw-Hill.
  24. ↑ "Best Selling Books". Wall Street Journal. December 8, 2006. Retrieved December 3, 2012.
  25. ↑ Michelli, Joseph (2008). The New Gold Standard: 5 Leadership Principles for Creating Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company. McGraw-Hill.
  26. ↑ Peter Vincent (December 1, 2008). "Peter Vincent reviews The New Gold Standard". CBC. Retrieved December 3, 2012.
  27. ↑ Andrew Wineke (July 5, 2008). "Writer didn't rough it to research his new book". Colorado Springs Gazette. Retrieved December 3, 2012.
  28. ↑ David Feinberg (May 10, 2011). "Prescription for Excellence". Health News Digest. Retrieved December 12, 2012.
  29. 1 2 Jeffrey A. Trachtenberg (February 22, 2013). "The Mystery of the Book Sales Spike". Wall Street Journal. Archived from the original on March 5, 2014. Retrieved September 11, 2018.
  30. ↑ "Hardcover Business Best Sellers". New York Times. June 5, 2011. Retrieved December 3, 2012.
  31. ↑ Schuessler, Jennifer (June 12, 2011). "Hardcover Advice Best-seller list". New York Times. Retrieved December 3, 2012.
  32. ↑ "The Zappos Experience : 5 Principles to Inspire, Engage, and WOW". Archived from the original on May 31, 2013. Retrieved December 3, 2012.
  33. ↑ Matthew Crowley (December 12, 2011). "Serving with smiles: A look at Zappos' culture of happiness". Las Vegas Business Press. Retrieved December 3, 2012.
  34. ↑ Martin Zwilling (February 11, 2016). "6 Steps To Refocus Your Business on Customer Delight". Forbes.
  35. ↑ "Hardcover Business Best-Selling List". Wall Street Journal. December 19, 2015.
  36. ↑ "Leading the Starbucks Way review". Publishers Weekly.
  37. ↑ "Starbucks a Model of Success". Time Magazine.
  38. ↑ "The Power of Ritual". Msart Company.
  39. ↑ "A Singapore Company Takes on World Education!". vietnamnews.vn. Retrieved August 14, 2023.
  40. ↑ C. B. T. "New York Times Best-Selling Author Joseph Michelli On Airbnb's Leadership Lessons". CBT News.
  41. 1 2 "American author reveals the secret sauce behind an Aussie telco".
  42. ↑ Whittaker, Mark (October 21, 2023). "From Airbnb to an Aussie telco: Analysing the ultimate company culture". Forbes Australia. Retrieved December 27, 2023.
  43. ↑ "Nora Leigh Michelli Obituary". Legacy.com. Retrieved October 20, 2015.
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