“Zig When They Zag”: Macquarie’s Customer-Centric Revolution
Episode 236: When telecom rivals offered lower rates and bigger networks, Macquarie bet big on customer loyalty—and won.
David Tudehope, Macquarie Technology Group’s CEO, joins Rob Markey to discuss Macquarie’s competitive differentiator: a bold, customer-centric approach.
David co-founded Macquarie to prioritize exceptional customer experience over price and network quality competition. Joining David is Joseph Michelli, author of Customer Magic – The Macquarie Way, who shares a key moment about how a product launch was postponed and short-term profits were sacrificed due to customer need misalignment.
“We weren’t living our purpose if we proceeded. We had to take our medicine and accept stakeholder disappointment,” David recalls.
That leadership decision reinforced Macquarie’s culture. Transparency and real-time feedback improved employer-customer interactions, workforce engagement, and Net Promoter Scores. Sharing real, exceptional service examples inspired employees to excel when creating memorable customer experiences.
Impressive results include exceptional shareholder returns and consistently having Australian telecom’s lowest per-customer complaint volume.
Guests: David Tudehope, CEO, Macquarie Technology Group and Joseph Michelli, Ph.D., author of Customer Magic: The Macquarie Way
Host: Rob Markey, Partner, Bain & Company
Read the full article and listen to the podcast: https://www.netpromotersystem.com/podcast/?linkId=501841767
