From business guru Joseph Michelli―the leadership lessons needed to thrive beyond the greatest business crisis in modern history COVID-19 has disrupted business and life in ways we never imagined. Within days of the outbreak, Joseph Michelli—the world-renowned business expert who has cracked the leadership codes of Starbucks, Airbnb, Mercedes-Benz USA, and many other top companies—went to work. He contacted 140+ senior leaders at major companies about their specific challenges and how they were meeting them—getting raw yet thoughtful real-time insights into a crisis that will define an entire generation of leaders. The result is Stronger Through Adversity. In this business guide for our times, Michelli distills best leadership practices that can be used in any company, in any industry. Organized into four main themes—Set the Foundation, Build Connections, Move with Purpose, and Harness Change—Stronger Through Adversity provides a deep dive into the methods, tactics, and approaches leaders have used to keep their company afloat and to position it for success long after the pandemic. You’ll get invaluable insights into crisis management, keeping employees and customers safe, maintaining a culture of engagement, and rapidly innovating. Applying powerful leadership methods used by Microsoft, Starbucks, Google, DHL, Target, Verizon, Kohl’s, Marriott, and many others, you’ll seize and hold the competitive edge in your industry. Whether you run a Fortune 500 company, own a small business, or manage a department or team—this is your moment. Stronger Through Adversity delivers everything you need to prosper—to lead your people to an unprecedented recovery, to weather the toughest challenges your business faces from the pandemic and beyond, and to thrive in all storms, large and small.

THE #1 NEW YORK TIMES AND WALL STREET JOURNAL BESTSELLER! “Like any business, a hospital must be true to its core values in order to succeed. ‘Trickle-down values’ start at the top with the best leadership, so that all the stakeholders understand and carry out the institution’s mission. That is the gift that David F einberg has brought to U CLA. I am in awe of his management skills.” —Lynda Resnick, owner of Pom Wonderful, Fiji Water, Teleflora, and Wonderful Pistachios “With clear purpose, unwavering principles, and steadfast leadership, the people at UCLA have established a new bar, a compelling promise, for what healthcare can and should be.” —David M. Lawrence, M.D., former CEO, Kaiser Permanente “An absorbing and educational account of a large institution’s astonishing transformation. The strong, courageous, and focused leadership of David Feinberg and his outstanding team is evident on every page. A tremendous lesson for all large enterprises.” —William E. Simon, Jr., cochairman, William E. Simon & Sons “Most leadership authors describe how to apply common-sense principles. Michelli is a notable exception. He artfully describes the compelling, uncommon leadership practices that transformed UCLA Health System. The resulting lessons are plentiful and powerful for today’s business leader.” —Lee J. Colan, Ph.D., author of Sticking to It: The Art of Adherence About the Book: Joseph Michelli, author of The Starbucks Experience and The New Gold Standard, is among the world’s top authorities on the principles of creating an organizational culture dedicated to service excellence. In these bestselling books, he examines how leading service companies dominate their respective industries with innovative customerexperience strategies. Now, Michelli turns his attention to one of the most complex, controversial, and critical industries—healthcare. In Prescription for Excellence, Michelli provides an inside look at an organization that has become the envy of its industry—and explains how you can dominate your own industry by using the same approach. UCLA Health System is revered worldwide for its top-tier patient/customer care. Great physicians, nurses, researchers, and staff are only part of the equation; UCLA’s overall success is a result of organization-wide collaboration that is driven by leaders with a shared vision of unyielding excellence. Michelli breaks down UCLA’s approach into five simple principles: Commit to Care Leave No Room for Error Make the Best Better Create the Future Service Serves Us From administrative offices to operating rooms to research centers, continued adherence to these five principles has guided UCLA to financial strength, social significance, and sustainability. The best part is that these principles translate to any industry, so you, too, can achieve similar goals. Michelli gives you the tools to adapt UCLA’s ideas, systems, and leadership principles into your own best practices. Whether it is a healthcare organization, a financial institution, or a neighborhood hair salon, good business begins and ends with customer connection. When all workers in an organization focus on providing quality care for those they serve, success inevitably follows. Business is always personal; UCLA’s leadership ensures that this simple truth drives every UCLA employee, every day. Apply the lessons Michelli spells out in Prescription for Excellence to create a system that ensures that your people take business personally, day in and day out.

"A powerful and inspiring look 'inside the tent' of Mercedes-Benz that will help you learn how large companies make big changes in short timespans." --Guy Kawasaki, Chief Evangelist of Canva and author of The Art of the Start 2.0 "I can’t remember having read a more compelling example of how great luxury brands aren’t just made but are nurtured. Driven to Delight offers essential lessons on the direct and undeniable relationship between how much you value and respect your customers and how they reward you for that consideration." --Mike Jackson, Chairman, CEO, and President, AutoNation "Joseph Michelli's latest book is a masterful roadmap for transforming the relationship between leaders, employees, and the customers they serve." --Tom Rath, author of StrengthsFinder 2.0 and Are You Fully Charged? "The revolution in customer care that MBUSA is currently undertaking is rivaled only by the revolution that Mercedes began with the invention of the automobile. Dr. Michelli’s book provides the most comprehensive look at how MBUSA is undertaking and succeeding at this transformative initiative." --Alex Gellert, CEO, Merkley & Partners "Kudos to Steve Cannon and Joseph Michelli. Steve is the rare CEO who is brutally honest—in a public forum—about his own iconic organization’s growing pains. Joseph’s ability to present a compelling case study is unparalleled. If Driven to Delight can’t convince you of the bottom line benefits of balancing service and technology to differentiate from your competition, your days are numbered." --Doug Lipp, international business consultant and bestselling author of Disney U "Once again Joseph Michelli gives us a glimpse into one of the worlds’ great brands and customer experiences. Joseph helps us understand how Mercedes Benz leadership transformed and elevated sales and service experiences. Additionally, he takes the reader on a journey to examine their own organization and determine how to apply these principles and lessons in their own business. This is an important read for leaders who want to grow their businesses, by improving customers’ lives." --Jeanne Bliss, President, CustomerBliss, and bestselling author of Chief Customer Officer 2.0 and I Love You More Than My Dog "Mercedes Benz's story demonstrates the leadership and commitment that's required to transform customer experience within a large organization. The book does a great job of capturing how the company engaged all of its employees and partners on a journey to deliver upon its brand promise, which required much more than just designing great cars." --Bruce Temkin, CCXP, Customer Experience Transformist & Managing Partner, Temkin Group "Most business leaders will tell you how important it is to delight their customers—who wouldn't? But most don't. This is the story of Steve Cannon's journey to take Mercedes Benz from 'good to best'—the diagnosis, the plan, the process design, the management and measurement, but most importantly, the leadership that is making 31,600 people, 99.5 percent of whom don't work for him, WANT to deliver it." --Andrew Robertson, President and CEO, BBDO Worldwide, Inc.

Navy SEAL and author of Overcome Jason Redman’s highly-charged account of his combat missions in Iraq and his miraculous recovery from wounds that might have killed him—if it were not for his grit and the devotion of his wife and family Decorated Navy SEAL Lieutenant Jason Redman served his country in Columbia, Peru, Afghanistan and Iraq, where he commanded mobility and assault forces. In western Iraq alone, he conducted over forty capture-kill missions with his men, successfully locating more than 120 Al Qaida insurgents. In September 2007, while leading a mission against a key senior Al Qaida commander, his team was ambushed and he was critically wounded by machine-gun fire at point blank range. During the intense recovery that followed—a years-long process that included 37 surgeries—Redman gained national media attention when he posted a sign on his door at Bethesda Naval Medical Center, warning all who entered not to “feel sorry for my wounds.” Redman’s sign became both a statement and a symbol for wounded warriors everywhere. The Trident is an unforgettable story of one man’s determination to overcome adversity. Redman recounts his story, from his grueling SEAL training to how he found the balance between arrogance and humility all while fighting America’s enemies on far flung battlefields. He speaks candidly of the grit that helped him carry on despite grievous wounds, and of the extraordinary love and devotion of his wife, Erica, and family, without whom he would not have survived. Vivid and powerful, emotionally resonant and illuminating, filled with sixteen pages of photos, The Trident traces the evolution of a modern warrior, husband, and father—a man who has come to embody the never-say-die spirit that defines America’s elite fighting force.

"You can energize your people and delight your customers by modeling the fabulous ideas that come from the World Famous Pike Place Fish Market." -- Ken Blanchard, co-author of The One Minute Manager In this revealing business advice book, the magic of the World Famous Pike Place Fish Market proves a dynamic example of what a group of people can create when they are aligned and living a powerful vision. Here for the first time, owner John Yokoyama explains in his own words just how he transformed his business into a workplace that is renowned worldwide. When Fish Fly offers Yokoyama's cohesive strategy for achieving world famous results for owners, managers, and front-line workers alike. Once you understand the generative principles behind the World Famous Pike Place Fish Market you, too, can develop a culture that leads to excellent employee morale and legendary customer service.

Parenting does not have to be a stressful experience. In fact, parents who lighten up and laugh with their families can be more productive by using humor to ease conflict, deflect hostility, and create a feeling of well-being in the household. Readers will benefit from the author's many everyday examples of how a humorous approach can greatly improve family life.

New from bestselling author Joseph Michelli! How Airbnb has disrupted the hospitality industry for unparalleled success—critical lessons that apply to any 21st Century business No one understands better than Joseph Michelli how businesses create and leverage world-class customer experiences. Over the past decade, Michelli has guided businesses in human experience transformation and revealed how Starbucks, Zappos, Mercedes, and other top companies design and execute the strategies that made them the undisputed leaders of their industries. Now, Michelli turns his attention to major disrupter, Airbnb. In The Airbnb Way, he shows how innovative leaders have managed to build an unique brand by inspiring and engaging a community of hospitality entrepreneurs—a feat unparalleled in the shared economy. Inside, you’ll find: • Airbnb’s strategies and practices that drive customer engagement and loyalty • How to provide phenomenal customer service in the shared economy • Proven principles for getting the most from all stakeholders—including those who share resources and services • Exclusive interviews with Airbnb leaders, hosts, and guests that provide invaluable information for your business The shared economy is the future, but it introduces business challenges never before faced: How do you serve a broad range of customers across varying geographies through a distributed network of "partners? Airbnb has solved the puzzle, and Michelli shows you all the pieces—and how they fit together.