PublishedMajor Street Publishing, September 2023 |
ISBN9781922611871 |
FormatSoftcover, 208 pages |
Dimensions23.2cm × 15.4cm × 1.7cm |
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 develop 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
attract, select, grow and retain 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
maintain a growth mindset and leave 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
