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 how to identify and solve customer pain points; craft a compelling unique value proposition; attract, select, grow, and retain customer service talent and subject matter expertise; set, measure, track, and incentivize mission-critical business goals and customer-driven growth; innovate solutions that meet your customers' stated and unstated needs; and maintain a growth mindset and leave a legacy of success.

Joseph A. Michelli, PhD, CSP, is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. Dr Michelli is a #1 New York Times bestselling author. His books includeThe Starbucks Experience,The New Gold Standard,Prescriptio for Prescription for Excellence, andThe Airbnb Way. He has been named one of the Top 5 Customer Experience thought leaders for six consecutive years by Global Gurus.