Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is the author of numerous national bestsellers, including "The Starbucks Experience," "The New Gold Standard," and the New York Times #1 bestseller "Prescription for Excellence." He was named as one of the Top 10 thought leaders in Customer Service by Global Gurus. His new book is "The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging (October 2019, McGraw Hill). Learn more at www.airbnbway.com.