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Using "The Zappos Experience" to Create an Engaging, Inspiring Workplace Culture with Joseph Michelli, author of "The Zappos Experience"

With the purchase of this audio presentation – you will receive a FREE and PERSONALLY SIGNED copy of Joseph’s best-selling book, The Zappos Experience—5 Principles to Inspire, Engage and Wow! One free book with every registration!

Virtually all business leaders would like to see their name on Fortune Magazine’s “Best Places to Work” list. Zappos consistently makes this list without extravagant perks and while paying at the market median.

So, how do they do it—and can you do it in your organization too?

Hear Joseph Michelli as he speaks about “the Zappos experience”—a phrase that has become synonymous with exceptional customer fulfillment, an engaging workplace culture to rival Google’s, and their famous customer service that has won them a loyal customer base. Joseph will outline practical tools you can use for building the employee loyalty necessary to build customer engagement and advocacy.

In many companies, the values that hang on boardroom walls are not reflected in daily operations—but not so at Zappos. Joseph Michelli will explain how Zappos’ values are present in every aspect of their business model—and how that makes all the difference.

Then, he’ll show you how you can use a Zappos approach to help you evaluate how relevant your values are to your success and sustainability.

While many leaders talk about the importance of having a good corporate culture, few leaders understand how to actually drive ownership for the company’s culture into the daily actions of all employees. Zappos leaders have developed communication, inquiry, and responsibility strategies that engage the entire workforce in culture ownership.

Joseph will go into detail about the Zappos best practices you can use to hold your entire workforce—top to bottom—responsible for growing a service culture.

In a few short years, Zappos has gone from no net revenue to well over a billion dollars in annual sales with virtually no traditional advertising. Hear how they did it with service and social media approaches that have driven word-of-mouth and organic sales growth at Zappos—from the man with insider knowledge.

Learning Objectives:

  • Do your values pass the "CRUD" standard?
  • Do you have an effective "way we serve" statement that guides the staff and customer experience you want?
  • How effectively does your business pass the "alarm clock test?"
  • Where do your hiring and onboarding practices stand in relation to world-class service cultures?
  • Do you know the 3 questions every business should ask all customers?

Presented by:

Joseph A. Michelli, Ph.D., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on the total customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.

Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson Bookscan and New York Times #1 bestselling author. In addition to The Zappos Experience: 5 Principles to Inspire Engage and WOW, Joseph’s other titles include Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World Famous" Pike Place Fish Market in Seattle. Joseph is currently working with Mercedes-Benz USA on a book tentatively titled Driven to Delight which will be released in 2015.

Joseph is a professional member of the National Speakers Association and the Authors Guild. He has won the Asian Brand Excellence Award and achieved numerous other writing and presentation honors. He has been named one of the World's Top 30 Hospitality Professionals by Global Gurus International. Joseph is an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ) and on the founders council of CustomerExperienceOne.

Why CTR Audio Downloads Are Right For You:

  • Fast, convenient learning without any out-of-office time
  • MP3 file can be shared with your entire company
  • No travel-related expenses or complications.
  • Order Today and Start Listening Right Away!
  • The download can go straight into your LMS. The perfect way to train as many employees as you like. Since you are allowed unlimited usage of the download, you can provide to your whole department!
  • If you are dissatisfied, you are entitled to a complete refund.

Price: $179.00