It Isn’t “Small” Talk: How to Build Rapport with Customers and Team Members
In business and life, “small talk” is an essential skill that produces “big results.” Mastering small talk is crucial for turning everyday interactions into deeper engagement and relationship-building opportunities. As a socially awkward teenager (quite frankly, who wasn’t), mentors taught me that small talk is less about “talking” and more about demonstrating “a genuine interest…
Turning Customer Disappointments into Delight: Tips for Business Leaders
Imagine arriving at a picturesque resort by a serene lake, eager to explore nature in a canoe. Unfortunately, the resort doesn’t have enough life jackets, even though canoes are available. The difference between a disgruntled customer and a loyal advocate often boils down to how effectively a company anticipates and resolves these types of issues.…
Driving Customer Loyalty by Zigging When Others Zag
In any organization, large or small, success requires leaders to find a unique way to create value for people through people, process, and technology. Macquarie Technology Group, an Australian company that has done this masterfully, is the focus of my new book: Customer Magic is available in ebook and audiobook format and can be pre-ordered…
Cultivating a Winning Company Culture: Lessons from an Australian Trailblazer (Infographic)
In this week’s blog, I discussed about driving a customer-centric culture. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact
Cultivating a Winning Company Culture: Lessons from an Australian Trailblazer
Company culture is an invisible but powerful force that either draws people in or drives them away. For entrepreneurs, business owners, and managers, understanding how to build and maintain a thriving company culture is fundamental to attracting and retaining top talent, as well as engaging customers. Lets explore insights from Macquarie Technology Group, a company…
Scaling Your Business with Customer Magic – Part 1
Entrepreneurship is a journey filled with challenges, a relentless pursuit of goals, and the unwavering belief that the impossible can be achieved. Drawing inspiration from the tale of David and Goliath, let’s delve into the real-world story of David and Aidan Tudehope, co-founders of Macquarie Technology Group, captured in: Customer Magic is available in ebook…
The Magic of Customer -Centricity: Unveiling the Secrets of a Transformative Underdog (Infographic)
In this week’s blog, I discussed about creating a magical customer experience. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact
The Magic of Customer -Centricity: Unveiling the Secrets of a Transformative Underdog
Let me introduce you to company that has and continues to provide customer magic – Macquarie Technology Group (or Macquarie for short.) I’ve worked with the CEO and the senior leadership team at Macquarie for years and watched this upstart telecommunication company fight off a government-backed legacy provider and well-funded competitors. Macquarie has demonstrated meteoric…
Navigating Growth and Innovation: Insights for Your Business (Infographic)
In this week’s blog, I discussed about navigating growth challenges for your business. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact
Navigating Growth and Innovation: Insights for Your Business
In the quest for business growth and expansion, obstacles range from ensuring cultural consistency to maintaining excellence in new ventures. Here are a few actionable insights on overcoming growth challenges – at scale. They are gleaned from my work with Starbucks and excerpted from the two books I’ve written about them: Maximize image Edit image…
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