From #1 New York Times bestselling author, Joseph A. Michelli
Lessons on leveraging world-class customer experience and innovation to grow your business.
On the eve of the Australian telecommunication sector s deregulation in the early 1990s, two brothers from Sydney spied an opportunity to make a difference for notoriously underserved and overcharged markets. By doing the opposite of their competitors, putting their customers at the very centre of their business and everything they did, these challengers made more than a difference they made magic.
It s that magic that today makes Macquarie Technology world leaders in customer experience, and compelled Joseph A. Michelli, #1
New York Times bestselling author of books about The Ritz-Carlton, Mercedes-Benz and Starbucks, to tell the Macquarie story.
In
Customer Magic The Macquarie Way, Michelli offers a direct line to founders David and Aidan Tudehope. Charting a course through growth, downturn, transformation and recovery, this book sets out the lessons of Macquarie's path to excellence through innovation and putting people first.
Using the Macquarie success story as a framework, Customer Magic empowers leaders and entrepreneurs to:
- define their purpose and values, then put them into practice
- establish and maintain a people-oriented culture involving innovative hiring processes and talent development
- encourage freedom within boundaries to empower team members and nurture their entrepreneurial spirit
- measure success and identify excellence, both inside and outside of their company.
Packed with insight relevant beyond the technology and telecommunication sectors,
Customer Magic is essential reading for difference makers and innovators who are ready to reimagine customer experience, transform their business and make their own brand of magic.
Industry Reviews
Joseph A. Michelli crafts another invaluable resource for organisations of all sizes to create repeat business and referrals. Much success to you as you master these powerful lessons and craft your Customer Magic. - Horst Schulze, Co-founder of The Ritz-Carlton Hotel Company and bestselling author of Excellence Wins
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, Joseph A. Michelli artfully captures how an Australian 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 . - Jeanne Bliss, Founder and President of Customer Bliss, Co-founder of the Customer Experience Professionals Association and bestselling author of Chief Customer Officer and Would You Do That to Your Mother?
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
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
