Michel Falcon Experience

FEBRUARY 11, 2020

The final installment of my Four Generations of Customer Experience series. THE PEOPLE FIRST CULTURE ERA. (I Watch this video if you want to learn how to build a brand that’s admired by customers, employees and communities alike. If so, my online course, Team Operating System , may be your solution.

Culture 88

Culture Customer Experience Employee Engagement Course 88

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric ! .

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

Employee Engagement 45

Employee Engagement Engagement Customer Centricity Video 45

Oracle

MAY 1, 2020

Many companies are now navigating how to not only keep operations running smoothly, but also how to maintain employee engagement and a positive workplace culture. Happy employees are also the key factor in acquiring and keeping happy customers. Innovate how you can provide a similar experience online.

Employee Engagement 100

Employee Engagement Tips Engagement Exercises 100

Beyond Philosophy

NOVEMBER 17, 2014

Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. To me, a great Customer Experience is only provided through employees that are engaged.

Employee Engagement 164

Employee Engagement Engagement ROI Course 164

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? However, despite these compelling statistics, the reality remains stark.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Michel Falcon Experience

APRIL 27, 2018

People-First Culture™: Build a business your employees and customers will admire. Customer experience, employee engagement, company culture and leadership are all extremely important factors in building an admired company/brand. This video was shot in one take without a script.

Culture 122

Culture Social Media Employee Engagement Video 122

Michel Falcon Experience

FEBRUARY 20, 2020

Here’s What You’ll Learn: How to Increase Employee Engagement Amongst Remote Teams Customer Experience and On-Boarding New Clients How To Balance Sales and Customer Experience. Are you interested in improving your company culture, employee engagement, and customer experience?

Sales 78

Sales How To Customer Experience Employee Engagement 78

Michel Falcon Experience

MARCH 5, 2020

2️⃣How To Coach Middle Management On Culture and Core Values. 3️⃣ How To Create and Maintain Culture Across Multiple Locations and Shift Workers CLICK HERE FOR APPLE PODCAST! Are you interested in improving your company culture, employee engagement, and customer experience?

Culture 78

Culture Management How To Employee Engagement 78

Experience Investigators by 360Connext

NOVEMBER 5, 2014

Of course, reading is a fundamental aspect to learning and growing. Reading can be encouraged around company values and topics, specific employee development or even great novels which teach us about different cultures or issues. How Net Promoter Companies Thrive in a Customer-Driven World . ” (Said no boss ever.).

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

Michel Falcon Experience

JANUARY 30, 2020

My third installment of The Four Generations of Customer Experience is here! Find out how social media enabled consumers to RECLAIM the power they lost during the internet era and how it changed the way companies and brands interact with their customers. If so, my online course, Team Operating System , may be your solution.

Social Media 78

Social Media Customer Experience Employee Engagement Course 78

Michel Falcon Experience

APRIL 15, 2020

Building a company culture of truth is a key priority for me and something I’m speaking candidly about. When I attend events to be a company’s company culture, employee engagement and customer experience keynote speaker , I share examples of how to build and lead a team. This quote summarizes why. “A

Culture 103

Culture Company How To Employee Engagement 103

Experience Investigators by 360Connext

JULY 28, 2020

Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization, through a CX Mission Statement and CX Success Statement , are so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

PeopleMetrics

MARCH 2, 2015

You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. Before you bang your head on your mahogany desk, maybe you should ask yourself another question: Why should your employees care? But employees are part of the collective “we” that makes up your company.

Employee Engagement 48

Employee Engagement Culture Engagement Customer Centricity 48

Experience Investigators by 360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Did we find out?

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

Employee Engagement 26

Employee Engagement Engagement Customer Centricity Video 26

CX Journey

MAY 29, 2018

Image courtesy of Quadient Are you communicating with customers in their preferred methods? It was a lively discussion to kickoff the day, as we talked about customer experience, journey mapping, digital transformation, print, and, of course, fax machines! The concept of the "Enterprise Startup."

Customer Experience 126

Customer Experience Customer Journeys Omni-Channel Government 126

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. I was certainly an influencer in CX but not a lone change agent.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Michelli Experience

SEPTEMBER 21, 2016

The same can be said for great service cultures. Leaders are responsible for “creating the right environment” for world-class customer experiences to occur. On September 11, 2001, Midwood Ambulance Service employees responded to the terrorist attack on the World Trade Center in New York City.

Culture 100

Culture Customer Experience Leadership Video 100

Michel Falcon Experience

JANUARY 20, 2020

The internet era has HURT customer service. Find out WHY in my second installment of my four-part series that explores the best practices of “The 4 Generations of Customer Experience.” ” Are you interested in improving your company culture, employee engagement, and customer experience?

Customer Service 78

Customer Service Employee Engagement Culture Course 78

Integrity Solutions

SEPTEMBER 2, 2022

Whether they’re sending the message via quiet quitting or actually giving two weeks’ notice, more and more employees are making it clear that burnout has taken a toll, they want to find more meaning and purpose in their work, and their companies haven’t done enough to address the problems. At least, it shouldn’t be.

Management 119

Management Employee Engagement Culture Leadership 119

Calabrio

JUNE 29, 2020

I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running. As we navigate the evolving world of work throughout 2020 and beyond , the time and effort we have put into building our culture will also carry us forward.

e-support 264

e-support Culture Innovation Employee Engagement 264

Michel Falcon Experience

JANUARY 23, 2020

In Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization. On this episode of Breaking it Down, Sunny and I tackle: 1️⃣How To Measure Your Company’s Culture.

Employee Engagement 78

Employee Engagement How To Culture Course 78

Clarabridge

NOVEMBER 22, 2016

You can’t have a great customer experience without a great employee experience. The two are intrinsically linked: Great managers create great employees, who ultimately create great customer experiences. One way to do this is by incorporating customer strategy into employee training programs.

Employee Engagement 68

Employee Engagement Engagement Hotels Effort Score 68

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. The power of internal employee clubs and committees. Getting buy-in from other senior managers.

Culture 98

Culture Connections Leadership Communication 98

Michel Falcon Experience

JANUARY 9, 2020

On Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization. How To Engage Remote Employees. Tipping Culture In Non-Traditional Tipping Jobs. I HAVE NOT BEEN PREPPED.

Engagement 78

Engagement How To Sports Employee Engagement 78

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. What about the way the company treats its customers? Coming off a recent onboarding experience myself, I was pleased that it was nothing like the one I just described.

Tips 296

Tips Culture Exercises Feedback 296

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Culture 114

Culture Customer Service Leadership Airlines 114

CX Journey

MAY 24, 2017

Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! Let employees choose if your company is the kind of company they want to work for.

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. It’s time to put up or shut up.

ROI 154

ROI Customer Experience Strategy Customers 154

BlueOcean

MAY 5, 2023

We’ve said it before and we’re not afraid to repeat it until the cows come home: using a boilerplate RFP in the process to find a new customer care outsourcer is a quick road to failure. You’re looking for a strategic partner who will interface with your customers day in and day out. That requires a custom RFP.

Customer Care 156

Customer Care Contact Center Comparison Government 156

Michel Falcon Experience

JANUARY 16, 2020

Delivering an excellent product is only HALF of the customer experience. Check out the first installment of my 4 part series that explores the best practices of “The 4 Generations of Customer Service.” Are you interested in improving your company culture, employee engagement, and customer experience?

Customer Service 78

Customer Service Employee Engagement Course Culture 78

Michel Falcon Experience

JANUARY 16, 2020

I’ve leveraged customer experience strategies within my career for more than ten years now. I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. that’s having a customer experience strategy!

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

SurveySensum

FEBRUARY 27, 2024

In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Understanding your company’s power core is a first crucial step in knowing how to proceed with your customer experience agenda.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111