100 Ways to Make Magic
Every day, millions of customers interact with a Macy's employee. The quality of those encounters are far more important than any ad campaign we could dream up. So we invented "100 Ways to Make Magic"—a pocket-sized book of wisdom, offering 100 different ways to make any customer at Macy's happy.
The books landed on the desks of everyone at the company—from the CEO at the top to the loading dock worker on the bottom. And in the two years that these books have been handed out, customer quality and satisfaction measures have gone way up... no mean feat when you're one of the country's biggest retailers.