A comprehensive library on customer and employee experience elevation and leadership — each written from Joseph's work inside organizations that set the standard.
All Business Is Personal
One Medical's Human-Centered, Technology-Powered Approach to Customer Engagement
Technology amplifies human connection when it's designed to remove friction, not replace judgment — the One Medical playbook for leaders rebuilding trust in the AI era.
The New Gold Standard
5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company
Inside Ritz-Carlton's leadership system: the five principles behind "ladies and gentlemen serving ladies and gentlemen," and how to embed legendary service into a culture at scale.
The Starbucks Experience
Five Principles for Turning Ordinary into Extraordinary
The five principles Starbucks used to turn a commodity into a ritual — and how leaders apply them to make every customer feel seen, valued, and eager to come back.
Driven to Delight
Delivering World-Class Customer Experience the Mercedes-Benz Way
How Mercedes-Benz built a service standard worthy of its product — and the leadership discipline premium brands need to make every touchpoint live up to the logo.
The Airbnb Way
5 Leadership Lessons for Igniting Growth Through Loyalty, Community, and Belonging
Belonging, not transactions: the five leadership lessons behind Airbnb's growth through community, trust, and a relentless focus on making both hosts and guests feel at home.
The Zappos Experience
5 Principles to Inspire, Engage, and WOW
Why Zappos hires for culture first and empowers every employee to own the customer relationship — and how that approach translates to any business that lives or dies by loyalty.
Leading the Starbucks Way
5 Principles for Connecting with Your Customers, Your Products, and Your People
Scale without losing soul: the five principles Starbucks uses to protect culture, brand, and customer intimacy as it expands into new markets and channels.
Prescription for Excellence
Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System
How UCLA Health redesigned hospital care around clinical excellence and emotional healing — a playbook for healthcare leaders who refuse to trade outcomes for experience.
When Fish Fly
Lessons for Creating a Vital and Energized Workplace
How a Seattle fish market became a global symbol of energized, purpose-driven work — and the practices any team can borrow to turn a job into a calling.
Stronger Through Adversity
World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges
Crisis leadership lessons from 140+ Fortune 500 leaders who steered their companies through the pandemic — what they protected, what they changed, and what they'd never go back to.
Customer Magic
The Macquarie Technology Group Way
How Macquarie turned customer-centric innovation into a sustainable competitive moat — a case study in building a services business that customers defend on your behalf.
The MindChamps Way
How to Turn An Idea Into A Global Movement
How a Singapore-based education company grew an idea into a global movement — by aligning culture, customer experience, and purpose across every market it entered.
Presentations draw on the research and experience behind these books.