Customer Magic The Macquarie Way

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

Customer Magic speaks to business owners and team members at all levels, in organisations 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.