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.

Labour have won their most decisive victory in decades. But what damage has been done to the country and how do Labour fix it? Political change has arrived. But the new Westminster government's inheritance looks grim. We're all in it together, the Tories used to claim, but they left behind sharper social divisions and vastly greater inequality with widening gaps in class, wealth and income. Collapsing public services at home, coupled with threats from a scorching earth and war in Europe, have left our country with gaping unfulfilled commitments. The Only Way is Up gives us a ready reckoner on how to repair the damage and set the UK on the path to sustainable growth. Combining the latest data with expert analysis across health, children's services, the economy, environment, policing and defence, Polly Toynbee and David Walker tell the story of what went wrong during the Tories' wild ride and what must now be remedied.

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"...excellent coverage...essential to worldwide bibliographic coverage."--AMERICAN REFERENCE BOOKS ANNUAL. This comprehensive reference provides current finding & ordering information on more than 75,000 in-print books published in or about Australia, or written by Australian authors, organized by title, author, & keyword. You'll also find brief profiles of more than 7,000 publishers & distributors whose titles are represented, as well as information on trade associations, local agents of overseas publishers, literary awards, & more. From D.W. Thorpe.

Just as with humans, the genetics of organisations are unique. DNA is, after all, how we function. Why should it be any different at work? The DNA approach focuses on the glue that holds people and structures together. By uncovering the invisible building blocks or individual blueprint, we can gain a new understanding of what makes organisations ?and people ?tick. DNA @ Work takes a head-on approach to essential concepts in business today, exploring leadership, knowledge, innovation, learning, people, career, money and organisational structures. With a clear focus, the Australian Institute of Management explores the real story behind what ?olds it all together? Contributing authors: * Fred Hilmer * Kate Andrews * Vivienne Anthon * Jill Gray * Christina Turner * Janine Walker * Malcolm Johnson * Melanie O?onnor * Christo Norden-Powers The groundbreaking Management @ Work series uses the lens approach to the world of work in Australia from brand new perspectives. The books borrow from the short story genre to present individual chapters by different authors, each a journey in and of itself. With down-to-earth theory, real-life examples, personal anecdotes, passionate opinion and practical guidelines, the series is a must-read for those wanting to discover more about leadership, self and the art of management. Other titles in the series include: * Love @Work * Speed @ Work

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.