AUTHOR SPOTLIGHT: Joseph A. Michelli
#1 New York Times bestselling author and globally recognised customer experience consultant Joseph A. Michelli is joining the MSP list to publish Customer Magic – The Macquarie Way: How to reimagine customer experience to transform your business, out in bookstores 10 October.
Michelli has previously written books about companies renowned for their stellar service and outstanding growth, such as The Ritz-Carlton, Mercedes-Benz, Starbucks and Airbnb.
In Customer Magic he shines a light on Australian telecommunications company Macquarie Technology Group, sharing how they grew from a challenger telecom brand in the 1990s into a dynamic billion-dollar company using the magic of customer experience in a market notorious for underserving and overcharging customers – with key lessons for leaders to follow their world-class approach to innovation and business growth.