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

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!

This episode offers an exploration of the strategies for business growth and expansion, informed by experiences with Starbucks and Dr. Michelli's two books about the company (The Starbucks Experience and Leading the Starbucks Way). It outlines how to prioritize customer accessibility by venturing into new channels and platforms. Joseph also encourages bold experimentation to keep your brand dynamic and explores the balance of offering variety while maintaining excellence.
Joseph concludes with a call to action for businesses to create resonant experiences through accessibility, experimentation, excellence, and relevance, much like Starbucks does. It is a guide for businesses to thrive by embracing change and ensuring relevance in every market they approach.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to reach out to him directly.
If you find value in this podcast, please like, rate, comment, share or subscribe to it!

This episode discusses the integration of fun into the workplace, inspired by Zappos'  random acts of fun and weirdness. It explores how workplace play can enhance creativity, productivity, and morale, drawing from principles outlined in "The Zappos Experience." and shared in this short video.  Listeners will learn how to weave playfulness into daily operations, celebrate spontaneous acts of fun, and foster a culture of innovation through lighthearted interactions.
The podcast also addresses the significance of building team solidarity through fun and integrating enjoyment into routine tasks. It advocates for measuring the tangible benefits of workplace fun on team dynamics and retention, emphasizing the concept of 'Return On Fun Lasts' (R.O.F.L). The episode concludes with strategies for creating moments of unexpected delight for employees and customers alike, aiming to cultivate a workplace where fun and work coexist to bolster both employee satisfaction and brand perception.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to reach out to him directly.
If you find value in this podcast, please like, rate, comment, share or subscribe to it!