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Clarity

Michel Falcon

Vancouver, Canada Area

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."

$8.33/min

10 Calls

21 Reviews

30 minutes
Avg. call

Customer Acquisition Complaint Management Customer Service Customer Retention Customer Experience Customer Relations Call Center Customer Loyalty Net Promoter Score Organic Growth

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Customer Acquisition

I have worked with medium and large size organizations and have proven I can acquire more customers for my clients.

Complaint Management

I was able to reduce an organizations customer complaints by 33% in one quarter.

Customer Retention

I have worked with medium and large size organizations and have created strategy that have proven to retain more customers for my clients.

Net Promoter Score (NPS)

I 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.

Employee Training Programs

I have created employee training programs for organizations with dozens of employees to others with 1000's of team members.

Customer Experience

I truly understand how to deliver a customer experience that will grow your revenue.

Customer Service

I understand that customer service is a part of the entire customer experience. I help organizations improve both.

Answers 6
Reviews 21

Answers

Michel Falcon answered

As a startup seeking investment and a scalable business, do you think we should be focusing on an infrastructure or marketing /customer acquisition?

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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Infrastructure

Customer Acquisition

Michel Falcon answered

Is it OK to end services or support when a customer did not pay the cost of services/support or did not renewal contract in software industry?

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.

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Customer Service

Marketing Strategy

Customer Relations

Michel Falcon answered

What do the most successful consulting businesses do to build their business?

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

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Marketing Consulting

Michel Falcon answered

What are the internet companies doing the best customer service? And is Zappos still top 10?

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.

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Customer Service

Marketing

Customer Relations

Michel Falcon answered

How do you get your customers to post their experiences with your products on discussion forums?

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.

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Testimonials

Customer Relations

Michel Falcon answered

Most of my revenue is coming from customers I get from Google organic searches; should I dedicate more time on SEO to further increase my revenue?

If 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

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Customer Acquisition

Organic Search

Search Engine Optimization (SEO)

Reviews

Awesome call. I learnt a lot and got more than I wanted from the call. Will surely be referring to Michel in the future.

Kess Eburu Source: Clarity

Very 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.

Joseph Pigato Source: Clarity

Great call with Michel. Solid insight and a ton of experience in the realm of customer support!

Tracy Simmons Source: Clarity

Michel 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!!!

private private Source: LinkedIn

I 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.

Daniel Therrien Source: LinkedIn

I 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.

Bonnie Samuel Source: LinkedIn

I 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.

Dave Albers Source: LinkedIn

Michel 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!

Stephanie Leese Emrich Source: LinkedIn

Full 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.

Tommy Humphreys Source: LinkedIn

Michel 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?

Rhys Green Source: LinkedIn

Michel is one of those rare exceptionally customer-centric people – one that is an overall good guy that you want on your team when you need to make sure that your customers get that extra support in both good and bad times. Michel has been a great resource during planning sessions – providing a gap analysis overview to help us assess how we are operating with key customers and what opportunities we can leverage to further develop the accounts. Michel is a great guy that can be counted on to support the success of the team.

Martin Stewart Source: LinkedIn

Member since November 2012