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Joseph A Michelli
Joseph A Michelli is a global expert on customer experience. This, his latest book is about how a challenger brand in Australia took on the big telcos and tech companies and won with exceptional customer experience. Customer Magic – The Macquarie Way is a template on how you can do this in your industry.
Customer Magic examines how an Australian challenger brand took on the big telecommunication and technology companies to become a billion dollar success using exceptional customer experience.
Customer Magic —The Macquarie Way is a template on how you can do this in your industry.
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, my friend and colleague, Joseph Michelli artfully captures how an Australia 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." Most importantly, Joseph shows you how to drive repeat business and referrals! So what are you waiting for? Isn't it time to master the magic?
Jeanne Bliss, Founder and President of CustomerBliss, Co-Founder of The Customer Experience Professionals Association, and bestselling author of books like Chief Customer Officer and Would You Do that to Your Mother
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Inside the Book
Customer Magic is a practical, easy-to-read guide that provides the blueprint for:
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identifying customer pain points and developing solutions to remove that pain
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crafting a compelling unique value proposition geared to your target market that will create and sustain a customer experience culture
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attracting, selecting, growing and retaining customer service talent and subject matter expertise
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setting, measuring, tracking and incentivizing mission-critical business goals and customer-driven growth
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innovating solutions that meet your customers’ stated and unstated needs
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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 organizations 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.