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Customer Magic The Macquarie Way
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Book Synopsis Customer Magic – The Macquarie Way by : Joseph A. Michelli
Download or read book Customer Magic – The Macquarie Way written by Joseph A. Michelli and published by Blackstone Publishing. This book was released on 2024-01-23 with total page 191 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Customer Magic the Macquarie Way by : Joseph A. Michelli
Download or read book Customer Magic the Macquarie Way written by Joseph A. Michelli and published by . This book was released on 2024 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This practical, easy-to-read guide for any leader, business owner, or team member in any size organization shares key lessons to transform customer experience and drive growth in your business. Joseph A. Michelli shines a light on how an Australian technology company grew from a challenger telecom brand in the 1990s into a dynamic billion-dollar company. Macquarie Technology harnessed the magic of customer experience to achieve seemingly impossible customer-centric results and become world leaders in delivering award-winning customer experience.
Download or read book When Fish Fly written by Joseph Michelli and published by Hachette Books. This book was released on 2004-08-04 with total page 124 pages. Available in PDF, EPUB and Kindle. Book excerpt: "You can energize your people and delight your customers by modeling the fabulous ideas that come from the World Famous Pike Place Fish Market." -- Ken Blanchard, co-author of The One Minute Manager In this revealing business advice book, the magic of the World Famous Pike Place Fish Market proves a dynamic example of what a group of people can create when they are aligned and living a powerful vision. Here for the first time, owner John Yokoyama explains in his own words just how he transformed his business into a workplace that is renowned worldwide. When Fish Fly offers Yokoyama's cohesive strategy for achieving world famous results for owners, managers, and front-line workers alike. Once you understand the generative principles behind the World Famous Pike Place Fish Market you, too, can develop a culture that leads to excellent employee morale and legendary customer service.
Book Synopsis The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging by : Joseph Michelli
Download or read book The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging written by Joseph Michelli and published by McGraw Hill Professional. This book was released on 2019-10-16 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: An unprecedented inside look at how Airbnb and its host community create dynamic customer experiences and build brand loyalty in the sharing economy Airbnb best embody the entrepreneurial and disruptive spirit of today’s sharing economy. Since its early days as a humble start-up, Airbnb has evolved into a revolutionary force in the short-term housing market as a platform where hosts provide listings spread across more than 81,000 cities and 191 countries. Airbnb’s leadership strives to support the host community to ensure a consistent, on-brand experience for every guest, every time. The Airbnb Way delivers proven methods for increasing customer engagement, loyalty, and referrals that can be utilized in every service setting and in any industry. Exclusive interviews with Airbnb leaders and rich stories from hosts and guests provide an inside look into the wildly popular online rental platform. The book features: •Airbnb strategies and practices that will drive customer engagement and loyalty •Expert advice on how to provide phenomenal customer service •Illuminating stories about Airbnb guest and host experiences•Unique leadership principles for activating all stakeholders--including those who share resources and services and more
Book Synopsis Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System by : Joseph A. Michelli
Download or read book Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System written by Joseph A. Michelli and published by McGraw Hill Professional. This book was released on 2011-05-20 with total page 347 pages. Available in PDF, EPUB and Kindle. Book excerpt: THE #1 NEW YORK TIMES AND WALL STREET JOURNAL BESTSELLER! “Like any business, a hospital must be true to its core values in order to succeed. ‘Trickle-down values’ start at the top with the best leadership, so that all the stakeholders understand and carry out the institution’s mission. That is the gift that David F einberg has brought to U CLA. I am in awe of his management skills.” —Lynda Resnick, owner of Pom Wonderful, Fiji Water, Teleflora, and Wonderful Pistachios “With clear purpose, unwavering principles, and steadfast leadership, the people at UCLA have established a new bar, a compelling promise, for what healthcare can and should be.” —David M. Lawrence, M.D., former CEO, Kaiser Permanente “An absorbing and educational account of a large institution’s astonishing transformation. The strong, courageous, and focused leadership of David Feinberg and his outstanding team is evident on every page. A tremendous lesson for all large enterprises.” —William E. Simon, Jr., cochairman, William E. Simon & Sons “Most leadership authors describe how to apply common-sense principles. Michelli is a notable exception. He artfully describes the compelling, uncommon leadership practices that transformed UCLA Health System. The resulting lessons are plentiful and powerful for today’s business leader.” —Lee J. Colan, Ph.D., author of Sticking to It: The Art of Adherence About the Book: Joseph Michelli, author of The Starbucks Experience and The New Gold Standard, is among the world’s top authorities on the principles of creating an organizational culture dedicated to service excellence. In these bestselling books, he examines how leading service companies dominate their respective industries with innovative customerexperience strategies. Now, Michelli turns his attention to one of the most complex, controversial, and critical industries—healthcare. In Prescription for Excellence, Michelli provides an inside look at an organization that has become the envy of its industry—and explains how you can dominate your own industry by using the same approach. UCLA Health System is revered worldwide for its top-tier patient/customer care. Great physicians, nurses, researchers, and staff are only part of the equation; UCLA’s overall success is a result of organization-wide collaboration that is driven by leaders with a shared vision of unyielding excellence. Michelli breaks down UCLA’s approach into five simple principles: Commit to Care Leave No Room for Error Make the Best Better Create the Future Service Serves Us From administrative offices to operating rooms to research centers, continued adherence to these five principles has guided UCLA to financial strength, social significance, and sustainability. The best part is that these principles translate to any industry, so you, too, can achieve similar goals. Michelli gives you the tools to adapt UCLA’s ideas, systems, and leadership principles into your own best practices. Whether it is a healthcare organization, a financial institution, or a neighborhood hair salon, good business begins and ends with customer connection. When all workers in an organization focus on providing quality care for those they serve, success inevitably follows. Business is always personal; UCLA’s leadership ensures that this simple truth drives every UCLA employee, every day. Apply the lessons Michelli spells out in Prescription for Excellence to create a system that ensures that your people take business personally, day in and day out.
Book Synopsis Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way by : Joseph Michelli
Download or read book Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way written by Joseph Michelli and published by McGraw Hill Professional. This book was released on 2015-12-08 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Wall Street Journal bestseller Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight In his previous bestsellers--The Starbucks Experience, The New Gold Standard, and Prescription for Excellence--Joseph Michelli revealed customer experience practices and strategies of beloved businesses. Now, in this timely new book, he shares the greatest customer-driven insights behind one of the most iconic brand names in the world: Mercedes-Benz USA. DRIVEN TO DELIGHT reveals: How Mercedes-Benz USA launched a multi-year program to elevate their customer experience--even though their product was already “best in class.” How they activated people, improved processes, and deployed technology to emotionally engage customers. How the Mercedes-Benz approach can jump-start any customer-driven business—by accelerating your commitment to the customer experience. Filled with exclusive front-seat insights from Mercedes-Benz employees, eye-opening testimonials from passionate Mercedes-Benz fans, and solid nuts-and-bolts advice for creating your own consumer-aligned road map, Driven to Delight will help you retool your strategies, reignite your customers, and refuel your team for the long haul. Mercedes-Benz. The name alone conjures images of luxury, innovation, quality, and performance. But in today’s market, you need more than a world-class product to outpace the competition--which is why the executives at Mercedes-Benz USA set a course to create a customer experience in keeping with their legendary cars. This is the story of how an organization became Driven to Delight. It reveals the action plan Mercedes-Benz USA used to catapult the company to first place rankings in national customer satisfaction studies while at the same time growing sales and profits. With unprecedented access to company personnel, customer experience expert Joseph Michelli charts the journey the company took and identifies the all-important keys to driving delight in any customer-based organization. You’ll learn how to: Create a compelling vision for exceptional customer experiences Identify the ever changing wants, needs, and desires of your customer segments Map out your key customer journeys and high value contact points Effectively evaluate customer perceptions throughout their journey with you Resolve customer needs swiftly and constantly improve your delivery processes Link rewards and recognition to customer experience excellence throughout your organization These proven techniques are part of the Mercedes-Benz USA “Driven to Delight” culture which sets a new gold standard in customer service, employee engagement, and peak performance. You’ll find step-by-step strategies that can be customized to fit your business model and customer needs. You’ll discover invaluable tools like Vision Mapping, Customer Journey Wheels, Customer-Centric Strategy and Resource Planning Processes --plus 20 Key Questions you can use to diagnose your progress and steer your company in the right direction. Along the way, you’ll get a rare first-hand comprehensive view of a world-class company in action. You’ll see how a “best or nothing” organization became customer obsessed, mile after mile, year after year. Most importantly, you’ll learn how to ramp up your own customer experience, rev up your customer commitment, and take your customers on a journey that’s bound to delight--the Mercedes-Benz way. Joseph A. Michelli is an internationally sought-after speaker, author, and organizational consultant. His books include The Starbucks Experience, The New Gold Standard, The Zappos Experience, Leading the Starbucks Way, and Prescription for Excellence, which hit #1 on The New York Times, Wall Street Journal, and USA Today bestseller lists.
Book Synopsis The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company by : Joseph A. Michelli
Download or read book The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company written by Joseph A. Michelli and published by McGraw Hill Professional. This book was released on 2008-07-01 with total page 332 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discover the secrets of world-class leadership! When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed. The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as: Understanding the ever-evolving needs of customers Empowering employees by treating them with the utmost respect Anticipating customers' unexpressed needs and concerns Developing and conducting an unsurpassed training regimen Sharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them. The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.
Download or read book One Small Island written by Alison Lester and published by Random House Australia. This book was released on 2019-08-06 with total page 42 pages. Available in PDF, EPUB and Kindle. Book excerpt: Place of publication taken from publisher's website.
Book Synopsis Humor, Play and Laughter by : Joseph A. Michelli
Download or read book Humor, Play and Laughter written by Joseph A. Michelli and published by . This book was released on 1998 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: Parenting does not have to be a stressful experience. In fact, parents who lighten up and laugh with their families can be more productive by using humor to ease conflict, deflect hostility, and create a feeling of well-being in the household. Readers will benefit from the author's many everyday examples of how a humorous approach can greatly improve family life.
Book Synopsis The Zappos Experience: 5 Principles to Inspire, Engage, and WOW by : Joseph A. Michelli
Download or read book The Zappos Experience: 5 Principles to Inspire, Engage, and WOW written by Joseph A. Michelli and published by McGraw Hill Professional. This book was released on 2011-10-07 with total page 349 pages. Available in PDF, EPUB and Kindle. Book excerpt: Make every day a WOW day for your customers, your staff—and your bottom line! “In your hands is a manifesto on how Zappos completely blew away the standard of delivering a consumer-centric experience and a revolutionary company culture. Joseph helps us all understand how to achieve a little more of that Zappos magic.” —Eric Ryan, method cofounder and person against dirty “If you’re looking for an inspirational path for creating a likable, trustworthy, and wow! organization, you’ve hit the mother lode.” —Guy Kawasaki, former chief evangelist of Apple and author of Enchantment: The Art of Changing Hearts, Minds, and Actions “This book provides a roadmap to a successful business by taking inspiration and examples from one of the most innovative, progressive companies of our time. Don’t just read it; use it.” —Tony Hawk, professional skateboarder and author of HAWK—Occupation: Skateboarder and How Did I Get Here? The Ascent of an Unlikely CEO “Thanks to Joseph Michelli, you can learn exactly how Zappos hit it big and how you can too. By using the five principles Joseph has distilled, you can supercharge your efforts and start down the path to legendary success.” —Mark Sanborn, President, Sanborn & Associates, Inc., and author of The Fred Factor and You Don’t Need a Title to Be a Leader “Often, business owners look at media darlings like Zappos with their mouths agape, full of awe but unable to take action. For those eager to do more than watch, Joseph Michelli deconstructs the Zappos story and makes it attainable.” —Seth Godin, author of Poke the Box About the Book: ZAPPOS. The name has come to stand for a new standard of customer service, an amazing online shopping experience, a great place to work, and the most impressive transformational business success story of our time. Simply put, Zappos is revolutionizing business and changing lives. Now, Joseph Michelli, author of the internationally bestselling business books Prescription for Excellence and The Starbucks Experience, explains how Zappos does it—and how you can do it in your industry. The Zappos Experience takes you through—and beyond—the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-today basis while providing the “big picture” leadership methods that have earned the company $1 billion in annual gross sales during the last ten years—with almost no advertising. Michelli breaks the approach down into five key elements: Serve a Perfect Fit—create bedrock company values Make it Effortlessly Swift—deliver a customer experience with ease Step into the Personal—connect with customers authentically S T R E T C H—grow people and products Play to Win—play hard, work harder When you enhance the customer experience, increase employee engagement, and create an energetic culture, you can’t help but succeed. Zappos has woven these five key components into a seamless strategy that’s the envy of business leaders. Now that strategy is yours. With The Zappos Experience, Joseph Michelli delivers a package for instant success right to your doorstep. All you have to do is open and use it.
Book Synopsis Mindchamps Way, The: How To Turn An Idea Into A Global Movement by : Joseph A Michelli
Download or read book Mindchamps Way, The: How To Turn An Idea Into A Global Movement written by Joseph A Michelli and published by World Scientific. This book was released on 2019-06-27 with total page 174 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do a passion to create an education revolution and the business acumen to fuel rapid and spectacular global expansion co-exist within one organisation?Find out in The MindChamps Way ...In his latest insightful study of strategy and leadership, Joseph Michelli (#1 New York Times & Wall Street Journal Bestselling Author), shares the unique philosophy and the values-driven strategies of a dynamic organization, whose growing presence on the world stage has the potential to fundamentally shape the future of 'individuals, families, communities, countries, and education systems' across the globe.The MindChamps Way demonstrates how combining a strong, 'big-picture' philosophy with a carefully planned and executed business strategy can inspire staff, clients and an unlikely range of interested stakeholders.Read how:
Book Synopsis The Kraken Sea by : E. Catherine Tobler
Download or read book The Kraken Sea written by E. Catherine Tobler and published by Apex Publications. This book was released on with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Shifting supernatural borderlands inspire awe and ancient gods mirror very human desires in a fear fable that balances complex philosophy with relentless, image-packed action. Tobler creates a fluid, transformative universe that’s equal parts exhilaration and terror." — Publishers Weekly (Starred Review) Fifteen-year-old Jackson is different from the other children at the foundling hospital. Scales sometimes cover his arms. Tentacles coil just below his skin. Despite this Jackson tries to fit in with the other children. He tries to be normal for Sister Jerome Grace and the priests. But when a woman asks for a boy like him, all that changes. His name is pinned to his jacket and an orphan train whisks him across the country to Macquarie’s. At Macquarie’s, Jackson finds a home unlike any he could have imagined. The bronze lions outside the doors eat whomever they deem unfit to enter, the hallways and rooms shift and change at will, and Cressida — the woman who adopted him — assures him he no longer has to hide what he is. But new freedoms hide dark secrets. There are territories, allegiances, and a kraken in the basement that eats shadows. As Jackson learns more about the new world he’s living in and about who he is, he has to decide who he will stand with: Cressida, the woman who gave him a home and a purpose, or Mae, the black-eyed lion tamer with a past as enigmatic as his own. The Kraken Sea is a fast paced adventure full of mystery, Fates, and writhing tentacles just below the surface, and in the middle of it all is a boy searching for himself.
Download or read book The Magic of Sport written by Nat Gould and published by . This book was released on 1909 with total page 464 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis The Urban Sketcher by : Marc Taro Holmes
Download or read book The Urban Sketcher written by Marc Taro Holmes and published by Penguin. This book was released on 2014-10-28 with total page 146 pages. Available in PDF, EPUB and Kindle. Book excerpt: Make the world your studio! Capture the bustle and beauty of life in your town. Experience life as only an artist can! Join the rapidly growing, international movement of artists united by a passion for drawing on location in the cities, towns and villages where they live and travel. Packed with art and advice from Marc Taro Holmes, artist and co-founder of Urbansketchers.org, this self-directed workshop shows you how to draw inspiration from real life and bring that same excitement into your sketchbook. Inside you'll find everything you need to tackle subjects ranging from still lifes and architecture to people and busy street scenes. • 15 step-by-step demonstrations cover techniques for creating expressive drawings using pencil, pen and ink, and watercolor. • Expert tips for achieving a balance of accuracy, spontaneity and speed. • Practical advice for working in the field, choosing subjects, coping with onlookers, capturing people in motion and more. • Daily exercises and creative prompts for everything from improving essential skills to diverse approaches, such as montages, storytelling portraits and one-page graphic novels. Whether you are a habitual doodler or a seasoned artist, The Urban Sketcher will have you out in the world sketching from the very first page. By completing drawings on the spot, in one session, you achieve a fresh impression of not just what you see, but also what it feels like to be there . . . visual life stories as only you can experience them.
Download or read book Eden's Wish written by M. Tara Crowl and published by Disney Electronic Content. This book was released on 2015-09-01 with total page 223 pages. Available in PDF, EPUB and Kindle. Book excerpt: All twelve years of Eden's life have been spent in an antique oil lamp. She lives like a princess inside her tiny, luxurious home, but to Eden, the lamp is nothing but a prison. She hates being a genie. All she wants, more than anything, is freedom. When Eden finds a gateway to Earth inside the lamp, she takes her chance. In a moment, she's entered the world she loves. And this time, she won't be sent back after three wishes. Posing as the new kid at a California middle school, Eden revels in all of Earth's pleasures—but quickly learns that this world isn't as perfect as she always thought it was. Eden soon finds herself in the middle of a centuries-old conflict between powerful immortals. A ruthless organization run by a former genie will stop at nothing to acquire the lamp and its power—including hurting Tyler and Sasha, the mortal friends who have given Eden a home. To save her friends—and protect the magic of the lamp—Eden will have to decide once and for all where she belongs.
Download or read book Queer Wars written by Dennis Altman and published by John Wiley & Sons. This book was released on 2016-03-21 with total page 120 pages. Available in PDF, EPUB and Kindle. Book excerpt: The claim that 'LGBT rights are human rights' encounters fierce opposition in many parts of the world, as governments and religious leaders have used resistance to 'LGBT rights' to cast themselves as defenders of traditional values against neo-colonial interference and western decadence. Queer Wars explores the growing international polarization over sexual rights, and the creative responses from social movements and activists, some of whom face murder, imprisonment or rape because of their perceived sexuality or gender expression. This book asks why sexuality and gender identity have become so vexed an issue between and within nations, and how we can best advocate for change.
Download or read book Eden's Escape written by M. Tara Crowl and published by Disney Electronic Content. This book was released on 2016-09-06 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Eden's greatest wish has finally come true. No longer confined to her lamp, she begins a spectacular life in Manhattan with her new guardian, Pepper, a bubbly genie alum who's also a Broadway actress. Eden only gets a taste of the city's wonders before she's whisked away for a wish granting--she is still a genie with a job, after all. David Brightly isn't like other wishers Eden has met. The owner of the world's leading tech company seems more interested in tapping into the lamp's power than making his first wish. Trapped in Brightly's laboratory and unable to get to the lamp, Eden has no choice but to escape and go on the run. She finds herself on the streets of Paris, nowhere near out of danger. Brightly has half the city searching for Eden, claiming she is his kidnapped daughter. She manages to don a disguise and get word of her predicament out to the loyal genies on earth. But Paris is also headquarters of Electra, a group of former genies bent on revenge against Eden, and it seems the scheming Sylvana has teamed up with Brightly to seize the lamp's power once and for all. Eden embarks on a dangerous mission to retrieve the lamp and protect the centuries-old genie legacy. But Brightly has more tricks up his sleeve than any mortal Eden has met. Soon, every genie will have to pick a side in an epic showdown against the greatest threat the lamp has ever faced.
