Cultivating a Winning Company Culture: Lessons from an Australian Trailblazer

Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

In this episode, listeners are guided through the transformative power of company culture, using Macquarie Technology Group (the focus of Joseph's new book Customer Magic) as a primary example. The episode elaborates on the concept of Personal Accountable Service (PAS), a cornerstone of Macquarie's ethos, illustrating the importance of ownership and empathy in building durable customer relationships.

Joseph also addresses the significance of a results-driven approach, emphasizing performance measurement and the celebration of achievements as vital components of Macquarie's culture. Simplicity in the company's cultural framework is highlighted, showing how it aids employees in aligning their actions with corporate values and objectives.

Listeners can obtain a detailed infographic based on this podcast from Joseph's website.

Joseph's new book Customer Magic (based on Macquarie) is available in ebook and audiobook format and can be pre-ordered NOW for print release on May 28th.

Additionally, those wanting guidance on creating Customer Magic can contact him directly.

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