The Airbnb Way: 5 Leadership Lessons for Igniting Growth Through Loyalty, Community, and Belonging
The Airbnb Way delivers proven methods for increasing customer engagement, loyalty, and referrals that can be utilized in every service setting and in any industry. An unprecedented inside look at how Airbnb and its host community create dynamic customer experiences and build brand loyalty in the sharing economy.
PUBLICATION DATE: October 2019
Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way
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. This is an in-depth, all-access look at senior leadership's vision, strategy, and tactical steps to create and sustain the wide-sweeping actions needed to deliver a customer experience that lives up to the company's brand promise, "the best or nothing."
Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People
One of the most 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. In Leading the Starbucks Way, Joseph Michelli describes success as loving your product, loving your customers, and loving your employees. Sincerely. Without fail. Even in the face of business challenges.
The Zappos Experience: 5 Principles to Inspire, Engage, and WOW
In The Zappos Experience, learn about the rich and unorthodox service culture at Zappos, a company known primarily for selling shoes in playful and engaging ways. Joseph Michelli explores effective employee and customer engagement techniques and the integration of work and fun at Zappos. Prepare to be Zappified!
Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System
This book shares UCLA Health System's journey in transforming satisfaction and engagement of their customers through a service-centric approach. Joseph Michelli examines the success and leadership principles of UCLA Health System and includes how-to tips and practical tools useful to all business sectors. In essence, all business is personal.
The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company
The New Gold Standard takes you on an exclusive tour of the Ritz-Carlton. With access to the company's executives, staff, and award-winning Leadership Center's training facilities, Joseph Michelli explores every level of leadership within the organization.
The Starbucks Experience: Five Principles for Turning Ordinary into Extraordinary
For the first time, an outsider has been given unique access to Starbucks, offering readers an in-depth look at every level of the company. The Starbucks Experience delivers a rare blend of boardroom strategies, employee motivation tips, community involvement, and customer satisfaction - for a full-bodied experience that really pays off.