Customer Experience & Leadership Consultant - Joseph Michelli
Your business challenges are specific and unique. To achieve meaningful results, you need a consultant who listens deeply, understands your context, and designs targeted, cost-effective strategies aligned to your goals.
Most organizations know customer experience is everything, yet satisfaction scores keep declining. The gap between intention and execution is where Joseph Michelli focuses his work.
Joseph Michelli helps strengthen your organization’s customer experience, employee engagement, and service culture by turning insight into action and strategy into results.
Why Organizations Partner with Joseph Michelli
Joseph works closely with you and your team throughout the engagement. He listens deeply, understands your specific context, and designs strategies aligned to your goals. His work bridges strategy, culture, and execution. Organizations trust Joseph because he:
- Brings 30+ years of consulting experience working with organizations worldwide
- Has proven frameworks used across 30+ countries and multiple industries
- Serves as trusted advisor to brands like Mercedes-Benz, Godiva, and Pandora Jewelry
- Bridges strategy, culture, and execution to deliver experiences that drive loyalty and growth
Learn more about Joseph’s approach to leadership and customer experience
Consulting Engagement Options
SHORT-TERM CONSULTING
Short-term engagements are designed for leaders who need rapid insight and clear direction. These intensive half-day or full-day sessions can jumpstart measurable improvements in customer experience.
Common outcomes include clarifying service priorities, aligning leaders around a shared customer experience vision, and identifying high-impact opportunities for immediate action.
TRANSFORMATIONAL PARTNERING
For organizations committed to building world-class customer experiences, The Michelli Experience offers long-term strategic partnering. Focus areas include customer journey design and elevation, employee engagement strategies, voice-of-the-customer systems and metrics, and innovation aligned with customer insight.
These partnerships are selective and highly customized.
LEADERSHIP/BUSINESS DEVELOPMENT COACHING
Joseph offers limited one-on-one coaching for leaders seeking guidance in leadership effectiveness, value creation, marketing and brand differentiation, and branded customer experience delivery. Sessions are tailored to specific goals and desired outcomes.
CUSTOMIZED WEBINARS
For organizations unable to host in-person sessions, Joseph delivers customized webinars that provide the same insight, relevance, and practical value.
Common Areas of Focus
Across engagements, organizations most often seek support in:
- Creating a differentiated Way We Serve Statement™
- Aligning mission, vision, and values to the customer experience
- Diagnosing service culture and journey gaps
- Strategic planning for customer experience excellence
- Increasing employee engagement and emotional connection
Examples of Dr. Michelli's Sessions
QUICK SERVICE RESTAURANT:
Presenting Opportunity
A small Colorado-based restaurant chain was on the cusp of franchising its stores. Leaders were concerned that brand extension through franchising could produce a diluted service experience unless the brand's service culture was well defined.
Involvement
Dr. Michelli facilitated a one-day retreat with the company's senior leaders and representatives. The company's values were not well-defined; in fact, the words for its existing values had been selected from an online search to satisfy a lender. The day-long retreat produced a set of brand guardrails and durable values. Additionally, Dr. Michelli helped leaders develop a communication strategy for embedding these values into the franchisees' culture and onboarding new hires.
Outcome
The client received sizable investment capital from a private equity firm that specializes in middle market businesses with revenue between $10 million and $50 million. The newly-formed franchise company opened approximately 10 locations in its first year.
FINANCIAL SERVICES:
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Presenting Opportunity
According to customer data from one of Canada's largest banks, one of every three of their existing clients rated the business as "excellent." The wealth management division's research suggested that favorable client reviews were strongly linked to perceptions of their overall service experience. Clients who viewed the brand as "excellent" (as opposed to "very good") had more assets under management, were easier to retain, and provided more new client referrals. As such, leadership targeted a multi-year goal of having two-of-three clients rate them as excellent - targeting a 33% increase in top box ratings over a five-year period.
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Involvement
Dr. Michelli facilitated a one-day working session with 120 branch managers from various locations in Canada. The session provided an overview of cutting-edge strategies for securing the emotional engagement, loyalty, and advocacy of clients. During the meeting, participants identified high net-worth clients, examined what was known about the occupational, recreational, and family-based interests of those clients, and crafted plans for securing more actionable information. The session also included a formal tool kit and an action plan to help achieve the participants' performance goals.
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Outcome
One year after implementing the client information and personal contact strategy presented at the work session, the wealth management division experienced a 17% improvement in "excellent" ratings with attendant desired and projected increases in assets under management, client loyalty, and client referrals.
Examples of Dr. Michelli's Services
HEALTH SERVICES:
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Presenting Opportunity
A well-regarded hospital in Southern California received guidance from its board of directors to become a full-service regional healthcare system. This transformation involved purchasing other hospitals, expanding outpatient services, and repositioning the brand beyond its single hospital offerings. The system's administrators saw an opportunity to assure the hospital's service culture and standards were present across all facilities with the new brand logo affixed.
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Involvement
The organization needed a partner to develop a service template that could guide all interactions with patients and their family members. Dr. Michelli and members of our team reviewed patient, staff, and physician data, including satisfaction/engagement metrics, loyalty drivers, brand perceptions, and existing secret shopper information. Additionally, The Michelli Experience conducted a series of on-site focus groups involving service providers at all levels. This data collection culminated in formal recommendations for a service template that was warmly approved by the hospital's executive committee. Further, Dr. Michelli introduced these healthcare officials to senior leaders at UCLA Health System who had implemented a similar service template.
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Outcome
Our team helped the client merge its service legacy with lasting and relevant aspects of its growing brand presentation. We also guided system leaders in creating a set of service behaviors that were consistent with the healthcare system's brand essence. Subsequently, leaders incorporated the service template into the selection, on-boarding, performance review, and contracts with service delivery professionals, and incorporated it into patient feedback across all system facilities.
CASUAL DINING RESTAURANT:
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Presenting Opportunity
A restaurant franchise chain with over 130 operating units was a dominant player in its food category but had experienced stagnation in franchise growth. The owner of the franchise company sought to reclaim brand identity, drive operational consistency, and customer loyalty. Furthermore, he needed to build the brand infrastructure to assure an aligned and relevant experience that would help the brand attract a broader set of customer demographics and franchisees.
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Involvement
The franchisor hired Dr. Michelli to do a one-day, facilitated retreat. Over two years, we provided deliverables that included:
• A comprehensive baseline assessment of guest experiences across all franchisee locations
• Tools to assist franchisees in their selection, training, and delivery of a branded customer experience
• The creation of an e-learning training platform for culture, service, and operational content
• Finalization, enculturation, and on-boarding of franchisee-accepted values and a branded "Way We Serve Statement™"
• Improved consistency and efficacy of customer listening
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Outcome
Results include best-practice and service standards shared across the brand landscape, significant buy-in from franchisees on a finalized "Way We Serve Statement™," development of culture training tools, a partnership with a restaurant e-learning solution provider, and increased use of a web-based customer feedback tool.
Proven, Cross-Industry Results
Joseph has partnered with organizations in financial services, healthcare, hospitality, restaurants and franchising, and professional services. These engagements consistently result in higher customer loyalty, improved engagement scores, stronger service consistency, and measurable business growth.
Ready to Explore a Consulting Engagement?
Schedule a free 15-minute consultation to assess how The Michelli Experience can best support your organization.