Customer Magic – The Macquarie Way How to Reimagine Customer Experience to Transform Your Business

by Michelli, Joseph A.

• ISBN13: 9781922611871
• ISBN10: 1922611875
• Format: Paperback
• Copyright: 2023-09-26
• Publisher: Major Street Publishing

Summary

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 incentivise 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.

Author Biography

Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author and organisational 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 New York Times' #1 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.

Table of Contents

Foreword Chapter 1 – Macquarie’ s Customer Magic Chapter 2 – David (and Aidan) Against Goliath Chapter 3 – From Purpose to Culture Chapter 4 – It’ s Always About the People Chapter 5 – Seeking Freedom Within Boundaries Chapter 6 – The Art and Science of World-class Customer Experience Delivery Chapter 7 – A Noah’ s Ark of Innovation Chapter 8 – Zigging when Other Zag Chapter 9 – Looking to the Future with Macquarie’ s Magic References