Joseph A. MichelliJoseph A. Michelli is a professor of Service Excellence, an internationally sought-after speaker, author, and organizational consultant. His books include The Starbucks Experience, The New Gold Standard, The Zappos Experience<I>, Driven to Delight, The Airbnb Way, Leading the Starbucks Way, and Prescription for Excellence, which hit #1 on The New York Times, Wall Street Journal, and USA Today bestseller lists. Read More Read Less
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