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.