One thing I know very well is that nothing brings more value to a business than a world-class customer experience. There is a reason why Amazon went from operating out of a garage in Seattle, to having a market cap of over $100 Billion, and how Uber has started to disrupt a 100 year old industry. The reason for these successes? Each company delivers a strong customer experience.
My entire career has been built on understanding how companies go from humble beginnings to the large, admired brands that we respect. One of the main differences between some experts and I is that I’ve actually created the change that I talk about. I didn’t simply write a book and give myself the title of “expert.” I’m more concerned with being a practitioner than a “guru.”
My journey began when I was earning $10 an hour working within the contact centre of 1-800-GOT-JUNK?, a company that is one of North America’s great entrepreneur success stories. During my time with the company, I quickly developed a personal brand that always advocated for the customer experience. I spent a few years working within the contact centre before transitioning to the operations management side of the business. It was at 1-800-GOT-JUNK? that I learned how to:
- Grow a business from a $1,000 investment to a successful organization with over $100 Million in yearly revenue
- Create a world-class company culture that receives constant recognition as one of the best places to work in Canada
- Navigate the inner workings of a multi-location contact centre operation
- Create, implement, and manage a Net Promoter Score program
- Build and deploy a Complaint Resolution System
- Create world-class, customer-centric material for frontline employees
- Generate free PR for a business
I recognized that, one day, I wanted to become a consultant and keynote speaker. At the same time, I knew that I needed to cut my teeth and earn credibility first. For years I studied brands like Amazon, Apple, Zappos, WestJet Airlines, and Southwest Airlines to understand how they became both billion dollar companies and admired brands. The one thing that scares me the most is becoming irrelevant, or repeating the same stories to my clients or audience. This is what motivates me to continuously study companies that I believe exemplify what it means to be customer-centric, like Uber, Airbnb, Shyp, Oscar, and others.
Before the age of 30, I have been hired by recognizable companies including Verizon Wireless, BlueCross BlueShield, Tim Hortons, Vega, Tangerine, and many others to help them improve their customer experience. I speak at conferences and have presented in front of executives from McDonald’s, Unilever, Dunkin’ Brands, Domino’s, HSBC, Kroger, Lexus, and many others. My thoughts have been included in reputable publications such as Time, Inc, Digiday.com, Yahoo Small Business Advisors, Yahoo Finance, and BC Business.
In 2014, I recognized that business school is broken and I wanted to do something about it. How are we not making Customer Experience Management a formal degree in university, like we do with Marketing, to prepare students for the real world? With this motivation, my team and I have spent hundreds of hours building Experience Academy, with the hopes of giving businesses the education, tools, templates, blueprints, quizzes, and real-world strategies they need to become the world’s most customer and employee-centric company. Our goal is to help thousands of companies around the world become more focused on their customers and employees.
As an entrepreneur, I’m always looking for great opportunities. I’m on a mission to identify industries that deliver a poor customer and employee experience, enter the market, and disrupt the current way that it has been operating. My ultimate career goal is to own a chain of boutique hotels in exotic cities around the world.
To book Michael Falcon call Executive Speakers Bureau at 901-754-9404.
