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Customer Magic The Macquarie Way
How to reimagine customer experience to transform your business
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Format: Paperback / softback
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Description
FROM #1 NEW YORK TIMES BESTSELLING AUTHOR, JOSEPH A. MICHELLI
Lessons on leveraging world-class customer experience and innovation to grow your business.
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:
- identifying customer pain points and developing solutions to remove that pain
- crafting a compelling unique value proposition geared to your target market that will create and sustain a customer experience culture
- attracting, selecting, growing, and retaining customer service talent and subject matter expertise
- setting, measuring, tracking, and incentivising mission-critical business goals and customer-driven growth
- innovating solutions that meet your customers' stated and unstated needs
- maintaining a growth mindset and leaving a legacy of business and customer success
Book Details
INFORMATION
ISBN: 9781922611871
Publisher: Major Street Publishing
Format: Paperback / softback
Date Published: 26 September 2023
Country: Australia
Imprint: Major Street Publishing
Audience: General / adult
DIMENSIONS
Spine width: 17.0mm
Width: 154.0mm
Height: 232.0mm
Weight: 270g
Pages: 208
About the Author
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.
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