Customer Magic The Macquarie Way: How to reimagine customer experience to transform your business
By (Author) Joseph A. Michelli
Major Street Publishing
Major Street Publishing
26th September 2023
Australia
General
Non Fiction
Corporate governance: role and responsibilities of boards and directors
Paperback
208
Width 154mm, Height 232mm, Spine 17mm
270g
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.Joseph A. Michelli, Ph.D., is an internationally sought-after speaker, author, and globally recognised customer experience consultant. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is the author of numerous bestsellers, including The Starbucks Experience, The New Gold Standard, and Prescription for Excellence, which hit #1 on The New York Times, Wall Street Journal and USA Today bestseller lists.