This week on Curious Leadership, Dominic Monkhouse welcomes back Joseph Michelli to explore customer experience, leadership, and excellence. Joseph shares insights from his new book, Customer Magic – The Macquarie Way, highlighting Macquarie Technology Group’s bold shift from outsourcing to onshoring and their strategic hiring approach.
They discuss Macquarie’s success in transitioning to the cloud, diversifying revenue, and integrating top-tier customer service with profitability. Packed with leadership lessons and business strategies, this episode is a must-listen for those striving for excellence.
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Customer Magic – The Macquarie Way
Who is Joseph Michelli
Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organisational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times’ #1 bestselling author. Some of his books include Stronger Through Adversity, The Airbnb Way and Driven to Delight. His latest book –out on its Kindle version today – is Customer Magic – The Macquarie Way.
What you’ll learn from Joseph
04:00 – Working with Macquarie Technology Group
06:00 – Macquarie’s Way – Amazing Customer Service
09:18 – The Importance of Storytelling And Gamification
11:36 – Macquarie’s Innovation Tours
12:40 – From Private To Public Cloud Business
13:21 – Macquarie’s Way To Anticipate Customers Needs
15:05 – How NPS Rate Relates To Customer Migration
17:27 – Operating With ‘Freedom Within Limits’
20:15 – How Macquarie’s Founders Evolved With The Organisation
22:05 – Shared Services: Reasons To Hate Or Love Them
24:48 – Macquarie’s Trifecta: Extraordinary Customer Experience, Profits And Company Value
26:01 – Great Places To Work Awards
27:45 – After The Books, Following The Leader Not The Brand
29:18 – It Takes A Visionary Leader To Build A Great Business
30:33 – The Downsides To Being a Great Place To Work
32:16 – Macquarie’s Hiring Process: How To Attract The Right People
38:19 – Magic Is Challenging The Seemingly Impossible
40:36 – Book Recommendations