Michel Falcon Experience

FEBRUARY 11, 2019

Hey Team, I’m excited to share my Customer Experience Keynote presentation that I shot in St. In addition to sharing company culture, employee engagement & customer experience strategies, I also explain the difference between customer service and customer experience. Pete’s Beach, Florida.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

ShepHyken

MARCH 30, 2018

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. The best way to smoothe your customer relationships is to set expectations: let people know when they can expect to hear from you, and always over-deliver.

Customer Experience 85

Customer Experience Average Handle Time Net Promoter Score Customer Care 85

Michel Falcon Experience

MARCH 12, 2019

The expectations of our employees and our customers must be managed to build a people first culture. In 2007, I was a young professional trying to really understand what I wanted to build my career off of; what was going to be my niche or my nitch? It’s customer service. Delivering exceptional customer service.

Culture 12

Culture Employee Engagement Company Engagement 12