Customer Experience University - Winning Loyalty & Engagement One Customer at a Time Dr. Joseph A. Michelli

In this episode, Dr. Michelli delves into proactive customer service and service recovery.
The podcast outlines practical strategies to ensure businesses consistently anticipate and meet customer needs, transforming potential frustrations into opportunities for loyalty and advocacy.
Listeners will learn the importance of creating feedback channels, conducting regular operational audits, empowering staff, and investing in training to effectively foresee and address customer needs. Advanced technology for feedback analysis is highlighted as a critical tool for refining customer service strategies.
The episode also stresses the value of transparency and a proactive culture in building customer trust. Celebrating and learning from service breakdowns is discussed to enhance organizational resilience. 
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly.
If you find value in this podcast, please like, rate, comment, share, or subscribe!
 

This episode explores the strategies behind Macquarie Technology Group's success, as detailed in Joseph's new book "Customer Magic." It underscores the necessity for organizations, regardless of size, to create value through people, process, and technology. Macquarie exemplifies how challenging the status quo, focusing on customer-centricity, and offering transparency can revolutionize industries.
Listeners will gain insights into Macquarie's approach to leveraging unique value by developing an Employee Value Proposition that supports employee growth and marketability. Dr. Michelli discusses the importance of finding team members with a service gene through behavioral interviews focused on emotional intelligence and alignment with company values.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website.
Joseph's new book Customer Magic  (based on Macquarie) is available in ebook and audiobook format and can be pre-ordered NOW for print release on May 28th. 
Additionally, those wanting guidance on creating Customer Magic can contact him directly.
If you find value in this podcast, please like, rate, comment, share, or subscribe to it!
 

In this episode, listeners are guided through the transformative power of company culture, using Macquarie Technology Group (the focus of Joseph's new book Customer Magic) as a primary example. The episode elaborates on the concept of Personal Accountable Service (PAS), a cornerstone of Macquarie's ethos, illustrating the importance of ownership and empathy in building durable customer relationships.
Joseph also addresses the significance of a results-driven approach, emphasizing performance measurement and the celebration of achievements as vital components of Macquarie's culture. Simplicity in the company's cultural framework is highlighted, showing how it aids employees in aligning their actions with corporate values and objectives.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website.
Joseph's new book Customer Magic  (based on Macquarie) is available in ebook and audiobook format and can be pre-ordered NOW for print release on May 28th. 
Additionally, those wanting guidance on creating Customer Magic can contact him directly.
If you find value in this podcast, please like, rate, comment, share, or subscribe to it!
 

This episode continues entrepreneurial lessons derived from Macquarie Technology Group's founders, David and Aidan Tudehope. It looks at the crucial role trust and shared values play in creating a transformative business culture. The episode examines how the Tudehope brothers built a solid foundation of trust, emphasizing transparency and consistency in every business relationship, setting a precedent for a customer-centric industry culture.
Listeners will also delve into the importance of a growth mindset and lifelong learning as catalysts for continuous improvement and resilience. 
Listeners can obtain a detailed infographic based on this podcast from Joseph's website.
Joseph's new book Customer Magic  (based on Macquarie) is available in ebook and audiobook format and can be pre-ordered NOW for print release on May 28th. 
Additionally, those wanting guidance on creating Customer Magic can contact him directly.
If you find value in this podcast, please like, rate, comment, share, or subscribe to it!
 

This episode highlights the journey of David and Aidan Tudehope, the co-founders of Macquarie Technology Group. Their story mirrors the David and Goliath narrative, taking on a well-entrenched telecom giant with a visionary approach that brought change to an industry accustomed to the status quo. The episode reveals how the Tudehope brothers, driven by a distinct vision and purpose, carved out a niche in the market by focusing on underserved customer needs with transparent practices and superior service.
Listeners will garner insights on the importance of identifying market gaps, the value of customer feedback, and the relentless pursuit of an entrepreneurial vision. The Tudehope's early days, marked by their hands-on involvement and sacrifices, exemplify the dedication needed to transform a fledgling company into a successful enterprise. 
Listeners can obtain a detailed infographic based on this podcast from Joseph's website.
Joseph's new book Customer Magic  (based on Macquarie) is available in ebook and audiobook format and can be pre-ordered NOW for print release on May 28th. 
Additionally, those wanting guidance on creating Customer Magic can contact him directly.
If you find value in this podcast, please like, rate, comment, share, or subscribe to it!
 

This episode introduces the Macquarie Technology Group, a company that is the focus of Joseph's new book Customer Magic - which is available in ebook and audiobook format and can be pre-ordered NOW for print release on May 28th. 
Listeners will explore Macquarie's holistic business model, which seamlessly integrates various business units such as Telecom, Cloud Services, Government, and Data Centers, to deliver comprehensive solutions. The episode offers valuable insights into how businesses can embed customer-centricity into their operations, diversify their offerings, and instill a culture that prioritizes exceptional service.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on creating Customer Magic can contact him directly.
If you find value in this podcast, please like, rate, comment, share, or subscribe to it!