What We Do

At Magic, Inc, we've built our business on these key roles:

Success is all about culture, and culture is about belief. Everyone in your organization has to know your story and believe in it, or where you are right now is as far as you're going to get. And when we say story, we don't just mean your history (although that's part of it). They need to know where you're headed, what's there waiting, and what it means for everyone involved.

If you want to build a boat, don't tell people to collect wood. Teach them to long for the sea.

Analytics

Today's CRM and ERP vendors include hundreds of reports right out of the box because every organization that they sell to has different needs. Which ones matter to your business? What do they actually tell you? When do they require action, and when can they slide? And how often should you look at them, anyway? 

Magic, Inc. comes right out of the box with experience in a host of industries and different applications. We know which behaviors drive key performance indicators and which factors to watch, why, and how often. And, most importantly, what to do when a number isn't where it needs to be.

Change Management

Everyone hates change. Aside from having to learn something from scratch (or all over again), it forces us to rethink roles, processes, and sometimes headcount. But change doesn't have to be scary. The important thing is to make sure that change is necessary by observing the status quo from the bottom up, documenting it, and only making tweaks (or redesigns) that lead to performance improvements. 

When you involve employees in change management, they often find cost savings and process improvements without major production interruptions. And isn't that the whole reason for change, anyway?

Copywriting

You have a new product, line, service, or brand. Great! But how do you explain it to your Customer in a way that is personally meaningful to them - meaningful enough to buy it from you right now, no questions asked, because it is obviously exactly what they are looking for?

That's what copywriters do - they bake a cake, paint a picture, tell a story, or sing a song, all in a way that your particular Customer vibes to, and will tell their friends and/or colleagues about. 

Customer Service Training

We started writing manuals and doing training sessions about Customer for Life 'way back in 2002. In a nutshell, it's about doing what helps every person you come across the most, whether they're Customers, coworkers, family members, or complete strangers. Our methodology helps you pinpoint what motivates them, how they need to be communicated with, and what will make them choose you, your company, and what you provide every time.

Best of all, Customer for Life spreads, not just in terms of referrals (which it also does), but as a better way of living in a caring world.

An equally important part of building a responsive, engaged Customer service team with low turnover and great reviews is hiring the right people and building a strong, supportive culture. We can help with that, too.

Datamining

The days of doing shotgun ads and hoping for the best have come and gone. But what if your backend systems don't give you the information that you need to do a targeted email, snail mail, call, or social media campaign? At Magic, Inc., we have experience working with a plethora of database platforms to pull exactly what you need for successful targeting, at rates well below what you've likely been charged in the past.

Marketing

Starting a business is ridiculously hard. In addition to having something to sell, you have to train people how to sell it, set price points, figure out how to beat competitors, decide which software applications to use, get financing, and on and on. Marketing is the toughest of the bunch, especially if it's not part of your background.

At Magic, Inc, we put together personalized teams that build exactly the campaigns that you need, whether they're social media ads, direct mailers, eblasts, or TikTok videos. You'll get an up-front cost estimate, and you retain ownership of everything that we produce on your behalf.

Planning

A big part of making any organization successful is the ability to creates plans with measurable milestones, and holding everyone involved - even senior executives - accountable for hitting them. We'll help you ask the important questions, point out holes, build a framework, and work out the niggly details. Once your plan is launched, we'll hold scheduled check-up meetings to keep everyone on track and on time with their tasks. If they're not, we'll turn them into frogs - no kidding.

Public Relations

In the modern world, public perception is more important to your organization than ever. Your organization's stance on even an issue, a single unfortunate Customer interaction, or a poorly thought-out marketing campaign can create a negative news cycle and distrust overnight - rancor that may never die down.

It always helps to have a second (or a third or fourth) pair of eyes to assess the impact of every outreach or response - or to create and handle them from beginning to end. Our experience with newswires, journalists, social media, and topic experts - and the tools needed to handle crisis communications and mitigate reactions - can help turn a negative into a net positive, and even make your original campaign have more impact!

Project Management

Without proper execution, even the best plan goes nowhere,. In addition to mapping out the steps necessary to ensure that your plan covers all the bases, Magic, Inc has years of experience communicating with stakeholders to suss out unforeseen obstacles and issues and handle them on a timely basis. Our broad pool of experts can be tapped at a moment's notice to determine the best course of action to get your project back on track - and on budget.

Research

Did you know that there is a 358-page guide that explains what materials and specifications are necessary to properly refurbish a Coast Guard lighthouse so that it meets government regulations? We do. We also know that Americans drink half as much milk and three times as much cheese as they did in 1970... and a lot more. So much more, in fact, that we wrote a book about it all.... and have a website that's dedicated to all of the amazing facts that we learn on our Customers' behalf.

Sales Training

Sales was our first discipline, and remains one of our favorites. Whether you favor Customer for Life, the Sanders Method, or any of the other approaches, at its heart, sales is all about figuring out what your Customer needs and giving it to them. Sometimes this isn't even a product or service - it can be somethign as simple as making them feel good about themselves.

In addition to teaching your teams how to profile your Customers so that you communicate with them in the way that works best, we will also teach them how to create winning proposals, emails that actually get read, phone messages that are returned, and ask questions that lead to quicker closes.

We can even help you find and hire sales representatives that will deliver consistent results!