"An invaluable resource for organizations of all sizes to create repeat business and referrals."
—HORST SCHULZE, Co-founder of The Ritz-Carlton Hotel Company and bestselling author of Excellence Wins
AVAILABLE FOR PRE-ORDER
Learn how to deliver globally-recognized world-class customer experience, from New York Times bestselling author Joseph A. Michelli.
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From my roles as a Chief Experience Officer, coach to the C-suite, speaker and author, I know firsthand the importance of creating a human-centric culture. I also know the challenge of executing a strategy that gets the most from your people, process and technology. In Customer Magic, my friend and colleague, Joseph Michelli artfully captures how an Australia technology company creates world-class customer experiences in keeping with the company's purpose — ' to make a difference for markets that are overcharged and underserved." Most importantly, Joseph shows you how to drive repeat business and referrals! So what are you waiting for? Isn't it time to master the magic?
Jeanne Bliss, Founder and President of CustomerBliss, Co-Founder of The Customer Experience Professionals Association, and bestselling author of books like Chief Customer Officer and Would You Do that to Your Mother
Meet the Author
Customer Magic examines how an Australian challenger brand took on the big telecommunication and technology companies to become a billion dollar success using exceptional customer experience.
Customer Magic —The Macquarie Way is a template on how you can do this in your industry.
Macquarie Technology is an exemplar of customer problem-solving and customer care. Through that unwavering customer focus, Macquarie delivers impressive returns to shareholders. This important book lays bare what superior customer experience requires and how rewarding it is for staff and shareholders as well.
Robert McLean AM, Co-author of The Imperfectionists and Bulletproof Problem Solving, former Dean of the Australian Graduate School of Management and Director Emeritus of McKinsey & Company
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Inside the Book
Customer Magic is a practical, easy-to-read guide that provides the blueprint for:
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identifying customer pain points and developing solutions to remove that pain
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crafting a compelling unique value proposition geared to your target market that will create and sustain a customer experience culture
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attracting, selecting, growing and retaining customer service talent and subject matter expertise
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setting, measuring, tracking and incentivizing mission-critical business goals and customer-driven growth
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innovating solutions that meet your customers’ stated and unstated needs
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maintaining a growth mindset and leaving a legacy of business and customer success.
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Customer Magic speaks to business owners and team members at all levels, in organizations of all sizes, who want to transform customer experience to drive growth in their own business. This book will inspire, spark action and empower you to make your own brand of magic.
Meet the Author
Joseph A. Michelli, Ph.D., C.S.P., a New York Times bestselling author known for his expertise in brands celebrated for their exceptional service and remarkable growth, including The Ritz-Carlton, Mercedes-Benz, and Starbucks, was deeply inspired by Macquarie's remarkable capacity to provide transformative customer experiences. His admiration for Macquarie's prowess led him to author the book Customer Magic.
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He 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. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.
Who would have thought a humble, unconventional Aussie brand had so much magic to share. Michelli has thoroughly and elegantly captured the story of Macquarie Technology in a way that helps leaders and business owners believe in what is seemingly impossible at times. Another brilliant business case unpacked and a dose of inspiration to any business leader or customer experience leader who wishes to succeed in gaining global attention and a competitive advantage.
Jaquie Scammell, Founder and CEO of ServiceQ and author of Service Mindset and Service Habits