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.
A Customer Obsession: How to Deliver an Experience Your Customers Have Never Seen Before
What separates your company from the rest? Is your experience like the others or is it something that your customers have never seen before? In this keynote, Michel will share his knowledge about how you can create an experience your customers will obsess over and that will make them never want to leave.
Marketing Will Always Come Before Customer Experience (Until This Happens)
Every company claims to have an exceptional customer experience, but when push comes to shove marketing always gets a larger share of the company’s operating budget. In this keynote, Michel will explain why this is happening, as well as what companies can do to reserve resources to ensure they are always focused on the customer.
Transactional is Dead: Why the Best Sales People Don't Sell a Thing
The best sales people don’t sell inorganically. In fact, they don’t sell anything. In this keynote, Michel will help you understand how organic sales are achieved by delivering a world-class customer experience, thus increasing your sales and profitability while lowering your “sales stress.”
Marketing and PR Purity: How Customer Experience Tells the Best Stories
Marketing and PR has been push for too long. If you take a look at some of the world’s most admired companies, it’s their customer experience that does the storytelling, with existing customers helping to attract new customers by spreading positive word of mouth. In this keynote, Michel will share stories about the companies that are doing this best, what you can learn from them, and how you can receive free marketing and PR in the largest publications in the world.
There Are No Longer Barriers to Entry: How Technology and Experience Changed That
In this keynote, Michel will explain how there are no longer any barriers to entry in any industry and how you can protect your market share. He believes, if a company wants to enter an industry, they must have better technology and a superior customer experience than their competition to earn an invitation.
How to Build a Memorable Personal Brand Inside and Outside of Your Company
Michel was able to build a personal brand with very little resources. Once a $10 an hour frontline employee, he is now asked to consult for some of the biggest companies in the world. During this keynote, he will outline the key steps he took to build his brand and share what you can do to build a personal brand of your own.
Be an Employee Magnate: Attract, Retain, and Grow the World's Greatest Team
The success of your business beginnings and ends with your employees. In this keynote, Michel will passionately explain how the best companies focus on their employee experience and allow their team to grow the business. He will use his personal experience in working with some of the world’s most admired companies.
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