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E292 | Customer Service Excellence And High Performance: The Macquarie Way with Joseph Michelli

This week we’re diving deep into customer experience, leadership, and the relentless pursuit of excellence with a returning guest, Joseph Michelli. He is an organisational consultant extraordinaire and the author behind Customer Magic – The Macquarie Way, his new book out on Kindle today in the UK. 

Joseph shares his insights on the non-negotiable personality traits for success in technology careers, the inherent service gene, the grit to work hard, and the strategic vision to see beyond immediate gratification. He will unpack the fascinating story of Macquarie Technology Group and their bold move from outsourcing to onshoring, hiring savvy university students part-time, and creating a formidable talent pool.

Macquarie’s contrarian approach has positioned them exceptionally well in the tech world. Joseph will their clever transition from legacy systems to dominating the cloud business, their diverse revenue streams, and their winning philosophy intertwining top-tier customer service with solid profitability.

A deeply insightful episode with Joseph. He never disappoints. 

Download and listen today to enjoy the full conversation!

On today’s podcast: 

  • The Macquarie Way
  • What it takes to be a great place to work
  • A high-performing hiring process
  • Mcquarie’s contrarian approach

Watch it on YouTube

Follow Joseph:



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

Think Like A Horse

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