Customer Magic - The Macquarie Way

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.