Michel Falcon Experience

APRIL 13, 2023

Michel Falcon: Welcome to the People-First Culture podcast with me, Michel Falcon, where I share lessons I’ve learned and those of others on how to build a more purposeful business and career. Welcome to the People-First Culture podcast with Michel. When did you first learn that company culture could actually drive growth?

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Culture Company ROI Leadership 60

Storyminers

APRIL 24, 2018

That’s why Vacasa , a vacation rental property management company, caught my attention. Here’s a behind-the-scenes look at three key elements that make this company so successful. It wouldn’t be possible if the company didn’t have a clear understanding of their niche— full service property management.

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Case Study Study Culture Guest Experience 100

Stella Connect

JANUARY 18, 2022

And why is it that many small businesses are capable of providing exceptional service, yet many large companies with far greater resources at their disposal find this impossible? Everybody wins: the customer, the company, and the employees themselves of course. Skin in the game. The same is true in our personal lives.

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Customer Experience Contact Center Guest Experience Training 102

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Their cultural habits are not merely lip service; it’s how they do business.

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Customer Focused Company Airlines Culture 40

Storyminers

FEBRUARY 2, 2016

Walt Disney Company [ DIS ] is also proof that service before sales sells better. Disney, like Chick-fil-A has taken customer experience to heart. This method of using the guest experience as the focal point for strategy has positive side-effects: It naturally instills service values into the culture.

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Sales Hospitality Guest Experience Culture 113

Bill Quiseng

JANUARY 16, 2017

With the recent acquisition of Starwood, Marriott is the world’s largest hotel company with over 5700 properties worldwide. ” I am convinced that the enviable growth of Marriott is based the focus of its associates to consistently deliver an experience that meets the high expectations of its customers.

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Entertainment Guest Experience Hotels Culture 60

NetBase

MARCH 2, 2020

And this insight helped them develop new content to drive reconsideration through cultural relevance, which included a humorous tip of the hat to the pumpkin spice trend that comes around every fall. Wingstop sets up a “command center” to track and respond to customers in real-time on game day to make sure they have a great guest experience.

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Social Media Multi-Channel Leadership Entertainment 60

Clarabridge

MAY 4, 2017

To kick off the final day of C3, Rob Hatfield, Director of Operational Analytics and Consulting for HCSC, and Pam Plyler, Customer Experience and Executive Practice Lead of Northridge Group, delivered a rousing opening keynote about how they changed HCSC’s culture by thinking like the customer. Bruce Temkin Looks to the Future of CX.

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Customer Service Social Media Conference Guest Experience 45

Michel Falcon Experience

APRIL 11, 2019

Earlier this year, Jayson Gaignard, WeWork and I hosted a fireside chat where Jayson interviewed me about my People-First Culture book. Understanding why I focused a lot of attention on purpose-driven companies within the pages of my book. ? I had the aspirations to grow this big experience, design advisory firm in my early 20s.

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Culture Leadership Hospitality Meeting 60

Kustomer

SEPTEMBER 9, 2021

A common theme among highly successful companies is their mission to put the customer at the center of every business aspect, not just in the hands of the CX crew. Creating a customer-centric culture can mean a lot of things. I’m excited because I think we’ve got a cool talk track, fun guest. So let us dive right in.

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Effort Score Contact Center Self Service Metrics 98

Qualtrics

JULY 2, 2019

In the past, before changing to a sales career (outside of Qualtrics), I was actually an analyst for guest experience at the Hilton Headquarters, working with a Qualtrics competitor. I enjoy travelling and experiencing different cultures. What attracted you to Qualtrics in the first place?

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Sports Guest Experience Culture Travel 34

LiveChat

FEBRUARY 15, 2016

In today’s post I am going to show you one of the most famous examples of creating an extraordinary customer experience. You’ll learn how The Walt Disney Company hires right people and train them. The company’s main goal is to make people happy and preserve the impression that the Disney World is a place where dreams come true.

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Customer Service Training Training Customer Service Exercises 28