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Expert
MenuMichel Falcon Customer and employee experience coach
By building the right customer and employee experience strategies and initiatives, I help companies understand their customers behaviours and employees better to make their business more profitable and grow market share.
Check out my website (www.michelfalcon.com) to learn more about me and my experience. Also, download my free ebook, "The 28 Traits of Organizations Who Are Customer Experience Titans."
10
Calls |
21
Reviews |
Areas of Expertise
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MF$8.33/min per minute(6)Customer AcquisitionMichel Falcon • Vancouver, Canada AreaCreated 12 years ago in Sales & Marketing / Growth StrategyI have worked with medium and large size organizations and have proven I can acquire more customers for my clients.Michel Falcon Vancouver, Canada Area(6)
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MF$8.33/min per minute(6)Customer RetentionMichel Falcon • Vancouver, Canada AreaCreated 12 years ago in Business / Getting StartedI have worked with medium and large size organizations and have created strategy that have proven to retain more customers for my clients.Michel Falcon Vancouver, Canada Area(6)
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MF$8.33/min per minute(6)Net Promoter Score (NPS)Michel Falcon • Vancouver, Canada AreaCreated 12 years ago in Business / Getting StartedI have developed and deployed several Net Promoter Score (NPS) programs for organizations of all sizes. Plus, I have helped an organization grow from NPS of 65 to 87 in two years.Michel Falcon Vancouver, Canada Area(6)
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MF$8.33/min per minute(6)Complaint ManagementMichel Falcon • Vancouver, Canada AreaCreated 12 years ago in Business / Getting StartedI was able to reduce an organizations customer complaints by 33% in one quarter.Michel Falcon Vancouver, Canada Area(6)
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MF$8.33/min per minute(6)Employee Training ProgramsMichel Falcon • Vancouver, Canada AreaCreated 12 years ago in Business / Getting StartedI have created employee training programs for organizations with dozens of employees to others with 1000's of team members.Michel Falcon Vancouver, Canada Area(6)
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MF$8.33/min per minute(6)Customer ExperienceMichel Falcon • Vancouver, Canada AreaCreated 12 years ago in Business / Getting StartedI truly understand how to deliver a customer experience that will grow your revenue.Michel Falcon Vancouver, Canada Area(6)
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MF$8.33/min per minute(6)Customer ServiceMichel Falcon • Vancouver, Canada AreaCreated 12 years ago in Business / Getting StartedI understand that customer service is a part of the entire customer experience. I help organizations improve both.Michel Falcon Vancouver, Canada Area(6)
- Reviews 21
- Answers 6
Awesome call. I learnt a lot and got more than I wanted from the call. Will surely be referring to Michel in the future.
Source: Clarity Kess Eburu Mar 31, 2017Very helpful call. Lots of new insights on customer retention practices that we can act on. Definitely knows his stuff on what companies do well and where gaps are in customer success and retention practices.
Source: Clarity Joseph Pigato Jan 23, 2014Great call with Michel. Solid insight and a ton of experience in the realm of customer support!
Source: Clarity Tracy Simmons Jun 26, 2013Michel is the real deal. Watching his presentation at a recent ICSA conference, it was clear that his story telling abilities, real world experience and customer-focused philosophy are a winning combination! He was engaging and authentic while describing the principles of customer acquisition, retention and brand awareness. Great speaker with deep understanding of customer relationship concepts!!!
Source: LinkedIn private private Nov 14, 2012I had the opportunity to hear Michel speak at the 2012 ICSA National Conference. His presentation, Customer Experience Re-Engineered: Operate Like Your Grandparents Did, was engaging, insightful, and entertaining. He uses story telling to bring customer engagement concepts to life. His presentation has such impact. It is the one that I've shared most with colleagues.
Source: LinkedIn Daniel Therrien Nov 14, 2012I had the distinct pleasure of attending a session at the ICSA meeting in Richmond Virginia this month where Michel was the speaker. I was immediately drawn to his friendly and outgoing personality and his ability to quickly captivate the audience with his passion for the Customer Experience. He shared his personal experience and vision that combining good old fashioned customer service with what's new in the Customer Experience world today will build a strong strategy for keeping loyal customers while building foundations to attract new ones. I acutally joked with Michel after his session that he should think about consulting rather than working for another organization. Now that he has officially made that jump, I look forward to working with him to improve our Customer Experience program.
Source: LinkedIn Bonnie Samuel Nov 14, 2012I had the opportunity to see Michel speak at the last International Customer Service Association conference and was thoroughly impressed with his message and delivery. He is a top notch speaker who has his finger on the pulse of what it takes to be a leader in providing a world class customer experience.
Source: LinkedIn Dave Albers Nov 14, 2012Michel presented a perfectly timed session at this week's International Customer Service Association (ICSA) annual conference. As a fellow speaker, I could only choose one other session. Attending Michel's enlightening talk had me taking three pages of iPad notes. We all hung onto his every syllable. Heartfelt and shaping a sense of Service Curiosity, that's what Michel best offers. Applause!
Source: LinkedIn Stephanie Leese Emrich Nov 14, 2012Full disclosure - Michel is a close buddy. But in truth he has helped me as an entrepreneur tremendously. A few years ago I had just bought out a business partner, who was running our operations at the time. When the responsibilities landed on my plate I was a little stretched, and had difficulty delegating. Michel was able to step in and provide simple internal communications strategies that allowed me to optimize operations and project management by enabling my front line employees. He excels at bringing people together. His passion for customer experience is not a ploy. I know he will succeed because he saved my butt once (calm in the storm) and he's extremely passionate about what he does.
Source: LinkedIn Tommy Humphreys Nov 14, 2012Michel is a passionate and committed customer experience professional. He consistently updates his knowledge to stay abreast of changes in his field. It is a pleasure working with someone as focused on creating a brilliant customer experience as Michel is. He truly recognises the value of a promoter client and works tirelessly to create more of these for 1-800-Got-Junk?
Source: LinkedIn Rhys Green Nov 14, 2012If you want to continue to grow inorganically then yes. Consider leveraging your new customers and use social strategies to attract their friends and family. Growing organically is much more profitable in the long run.
Thanks.
@michelfalcon
Make it effortless for your customers to do so. Survey them via email and once they have given you a positive review (use NPS to make it simple through radio buttons) push them to a landing page where they can share their message on the discussion forums you wish to profile their review.
Way too many to list. The usual suspects include: Amazon, Westjet Airlines, Southwest Airlines, Apple etc.
I'm focused on new(ish) tech companies and their approach to customer service such as: Silvercar, Airbnb, ZenPayroll, Oscar.
I agree with what Dan mentioned. Ask for referrals from existing customers, take speaking engagements to position yourself as an expert and blog. I'm going to try the Google Adwords.
Typically, I ask the client near the end of the relationship once I have produced an ROI. However, if you have a good relationship (client likes you) and have produced small wins, I'm sure the client would refer you prior to completion of the engagement.
Also, plant the seed mid way through the engagement/project to let your client know that you have identified other areas to work together which will increase client retention.
@michelfalcon
I agree with Jason. Of course, it's not OK. You provided a service/support and deserve to pay. Only in the situation when an organization, regardless of industry, doesn't deliver on their promises would this be a question.
I'll echo what Jason suggested. Focus on your organic growth and customer acquisition. If you're looking for funding, your potential VC's will be looking for customer/community growth and trajectory.
The infrastructure challenge can be solved by purchasing new systems, hiring employees etc. (whatever the challenge is). Not having enough customers or community is a much more challenging and longer process that a VC is less likely to wait around for.
I hope this helps.
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