Customer Magic - The Macquarie Way (eBook)

It takes a special kind of magic for a challenger brand to achieve seemingly impossible customer-centric results. It's that magic that makes Australian telecommunications company Macquarie Technology world leaders in award-winning customer experience. Joseph A. Michelli-the bestselling author of books about brands renowned for their stellar service and outstanding growth, such as The Ritz-Carlton, Mercedes-Benz, and Starbucks-was so impressed by Macquarie's ability to deliver transformative customer experiences that he felt compelled to write this book. Customer Magic is a practical, easy-to-read guide that, consistent with Macquarie's commitment to delivering customer value, shares transferrable knowledge on how to identify and solve customer pain points; craft a compelling unique value proposition; attract, select, grow, and retain customer service talent and subject matter expertise; set, measure, track, and incentivize mission-critical business goals and customer-driven growth; innovate solutions that meet your customers' stated and unstated needs; and maintain a growth mindset and leave a legacy of success.

Joseph A. Michelli, PhD, CSP, is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. Dr Michelli is a #1 New York Times bestselling author. His books include The Starbucks Experience, The New Gold Standard, Prescription for Prescription for Excellence, and The Airbnb Way. He has been named one of the Top 5 Customer Experience thought leaders for six consecutive years by Global Gurus.

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Customer Magic-The Macquarie Way shines a light on how an Australian technology company grew from a challenger telecom brand in the 1990s into a dynamic billion-dollar company. In a market notorious for underserving and overcharging customers, Macquarie Technology harnessed the magic of customer experience to achieve seemingly impossible customer-centric results and become world leaders in delivering award-winning customer experience.This practical, easy-to-read guide for any leader, business owner, or team member in any size organization shares key lessons to transform customer experience and drive growth in your business. It will inspire, spark action, and empower you to make your own brand of magic.