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 business success through visionary leaders selecting and developing team members who listen to and empathize with customer needs in ways that have revolutionized their industry.

Unlike many other companies with whom I’ve worked and about whom I’ve written (Starbucks, The Ritz-Carlton Hotel Company, Mercedes-Benz, Airbnb, Zappos), Macquarie is not a household name (especially for my readers in the US and the UK) which makes the Macquarie story all the more interesting, fresh, and relevant to most companies on a service excellence journey. Given Macquarie’s transformational story and customer-centric lessons. I’m honored to share:

This book is available in ebook and audiobook format and can be pre-ordered NOW for print release on May 28th. Over the next few weeks I will preview high-level lessons from Customer Magic. So, let’s start by defining “magic” in a business context.

Redefining the Impossible

United States Senator, Carol Mosely Braun noted, “Magic lies in challenging what seems impossible.” This an apt description of the leadership vision of Macquarie’s founder’s David and Aidan Tudehope – as the brothers focused on creating customer value for markets that were overpriced and underserved.

A Unified Business Ecosystem for Global Recognition

Macquarie Technology Group operates as a harmonized conglomerate, comprising four intricately aligned business units: Telecom, Cloud Services, Government, and Data Centers. This holistic approach enables Macquarie to offer comprehensive solutions that cater to diverse yet integrated customer needs. The company’s global recognition for leadership, innovation, customer experience excellence, and employee engagement demonstrate the effectiveness of this strategy.

Practical Insights for Trailblazers

Entrepreneurs, business owners, and managers will glean revolutionary insights from Macquarie – including the importance of:

  • Challenging the status quo, by creating customer experiences that offer a monetizable advantage.
  • Infusing customer-centricity into your company’s DNA and making it a fundamental part of every operation.
  • Diversifying offerings and establishing new business units that complement your core services.
  • Cultivating a culture of exceptional customer service, through talent selection, training, and storytelling.
  • Implementing effective measurement tools and tracking the “vital few” business objectives needed to propel sustainable growth.
  • Staying agile and sparking innovation thorough a disciplined process of evaluating emerging trends.
  • Aspiring to leave an enduring legacy of indelible impact on your industry’s customer experience landscape.

What you waiting for? Isn’t it time for you to conjure some Customer Magic?

To learn more about creating a magical customer experience, please contact me at

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Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

Follow on Twitter: @josephmichelli

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