Michel Falcon Experience

JANUARY 31, 2017

I’ve been advising companies on customer experience, employee engagement and company culture for six years helping entrepreneurs learn the systems I leverage to build stronger and profitable relationships with customers and employees. It has been very rewarding for both my clients and I. Is it challenging?

Employee Engagement 60

Employee Engagement Engagement Customer Experience Culture 60

SurveySparrow

JUNE 27, 2021

With this, you find how likely your employees are to recommend your work to others. In fact, because of the lack of complexity, the net promoter score is better than any other employee engagement survey. While TV, health, wireless carriers, and Internet service providers witnessed less decline in NPS score (less than 10 points).

Net Promoter Score 52

Net Promoter Score Effort Score NPS Survey 52

TechSee

JUNE 16, 2021

Like any enterprise technology, the success of Visual Assistance rests heavily on employee engagement. A company’s management team can invest in the best solution on the market and IT can install and configure it to reflect all their business processes, but if employees do not adopt it, it will never be a success.

ROI 251

ROI Case Study Strategy Wireless 251

Michel Falcon Experience

JANUARY 10, 2019

I’ve trained hundreds of people on these customer personality types, such as customer service team members from Verizon Wireless and sales professionals from Lexus. Employees engaging in off-topic conversations. Eventually, I created something I now refer to as The 3 Common Customer Personality Types. I bet it does!

Training 151

Training Customer Service How To Employee Engagement 151

TechSee

APRIL 10, 2019

The company invested in coaching frontline talent and built a volunteer program called ‘Tiger Teams’ where employees engage in projects focused on improving customer experience in telecoms. Power’s Highest in Customer Service among Full-Service Wireless Providers twice in a row. Well, T-Mobile was awarded J.D.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Doing CX Right

JULY 24, 2019

Stacy is leading customer experience and employee engagement at Schindler Elevator Corporation. I left my customer experience job at Verizon Wireless to join Schindler in North America. We’ve seen an increasing focus over the past couple of years on customer experience in field service.

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

TechSee

MAY 1, 2022

Wireless Phone Service 74. Improve Customer and Employee Experience. Increase customer loyalty and lifetime value, and improve internal processes and employee engagement. Here are some industry standards: Industry Average CSAT (%). Computer Software 76. Internet Retail 78. Energy Utilities 73.

Net Promoter Score 109

Net Promoter Score Effort Score Customer Experience Customer Satisfaction 109

ClearAction

NOVEMBER 4, 2020

For most things requiring approvals, employees must specify in writing its contribution to customer experience and employee experience.” In the first 15 months we saw double-digit increases in employee engagement and customer experience results. TELUS ranked top wireless network by JD Power.

Customer Experience 77

Customer Experience Effort Score Wireless Policies 77

Storyminers

JULY 6, 2020

Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. She is often quoted in industry journals on leading morale, employee engagement, customer experience, and teamwork.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. She is often quoted in industry journals on leading morale, employee engagement, customer experience, and teamwork.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Michel Falcon Experience

APRIL 3, 2019

I’ve leveraged my customer experience strategies and shared them with companies like CenturyLink, Alfa Romeo, Verizon Wireless, and dozens of others. It’s something that I use within my business, which sees tens of thousands of customers per month. They’re working for me and I guarantee they will work for you as well.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

Michelli Experience

JULY 13, 2016

In industries like hotels and wireless service, the annual incremental revenue boost is calculated as “BILLIONS” of dollars. Modeling the business value of higher Customer Experience Index scores, Forrester estimates millions of dollars in annual incremental revenue for “any company in any category” they survey.

Customer Experience 100

Customer Experience Effort Score Wireless Infographics 100

Qualtrics

JULY 15, 2019

This morning, I was looking for a new router to help speed up our at-home internet, and beyond the traditional preferences, I was also able to sort by connectivity type (Wireless preferred), computer type, and speed, which helps to make the best decision when it comes to equipping my home.

Customer Experience 37

Customer Experience Self Service Social Media Apparel 37

Michel Falcon Experience

FEBRUARY 19, 2016

I set up Google Alerts to track keywords, like customer experience, customer service, customer centricity, Net Promoter Score, employee engagement and many others. Pay specific attention to how they are leveraging technology, customer experience and employee engagement to grow their companies.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Pointillist

OCTOBER 22, 2018

These signals can indicate emotions such as excitement, stress, frustration, engagement or confusion. This will keep your stakeholders and employees engaged and ensure that the customer experience measurement program is poised for growth and success. Image Source: www.buildempathy.com.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Michel Falcon Experience

APRIL 11, 2019

Company culture, customer experience, and employee engagement, and how all those three work together to build an admired, profitable company. 2,000 engagements, $1,500 engagements, small retainers. Eventually the first big boy/big girl client that I got was Verizon Wireless. That’s essentially three things.

Culture 60

Culture Leadership Hospitality Meeting 60

Michel Falcon Experience

MARCH 12, 2019

I soon realized that there is no customer experience if two things don’t happen first: build a people centric culture and focus on your employee engagement and their experiences as well too; it just can’t happen. Thank you very much.

Culture 12

Culture Employee Engagement Company Engagement 12

Michel Falcon Experience

FEBRUARY 6, 2019

I have 150 employees and I’ve been hired by companies like Mcdonald’s, Canada, verizon wireless, an Alfa Romeo. The question is how are you delivering this education to your new employees? Have you ever noticed that during training, managing employee engagement levels can be difficult?

Culture 76

Culture Examples Company How To 76

Michel Falcon Experience

FEBRUARY 11, 2019

In addition to sharing company culture, employee engagement & customer experience strategies, I also explain the difference between customer service and customer experience. Company culture, employee engagement and customer experience. That culture matters, employee engagement matters. Good afternoon.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60