Customer experience and employee engagement strategy

The Essential Guide to Customer
Experience and Employee Engagement
Success
Webinar
Learn the strategies I use to help leading and emerging companies earn customer AND
employee loyalty
Hosted by Michel Falcon
Michelfalcon.com
@michelfalcon

International keynote
speaker represented by
Founder of Experience
Academy – an online
customer experience course
CEO & Founder of Trogon
Agency - a consulting firm
@MichelFalcon
Who is Michel Falcon?
Been in
$10/hr call center employee
to consultant, advisor,
keynote speaker before 30
years oldWorked with companies like

Michel has proven that he can add value across
industries in a short amount of time. His strategic
partnership with BlueCross BlueShield of North
Carolina is extremely important and valuable to us.
- Rob Gofourth (Vice President, Operational Strategy and
Performance)
I recently hired Michel to help us create unique
recruiting strategies. He was able to teach us new
strategies and shared real world examples that
motivated our team to take our program to the next
level .
- Joe Marrello (Global Talent Acquisition Director)
I turn to Michel when I want to learn new customer
experience and employee engagement strategies.
- Brandon Farmer (Multi-unit Franchisee)
Any company in any industry would be more than
fortunate to include Michel as part of their customer
experience strategy.
- Patrick Louis (Director, Customer Experience)

I’m not a guru and I don’t do theory
@MichelFalcon

I’m a practitioner and operator
I thrive off designing, building and deploying systems
To improve my clients customer experience and employee engagement
@MichelFalcon

My goal is…
To help 1000 companies each year
Improve their customer experience and employee engagement
@MichelFalcon

1. Understanding the true return on investment (ROI) of customer experience and
employee engagement – you’ll want share this with your team or boss!
2. Overview of recruitment and hiring – are you finding the right people and asking the
right questions?
3. How to create a world-class training program (for all employees)
4. Ways to recognize high performing employees without spending a lot of $$$$
5. Effective ways to survey your customers and maximize results
Agenda
@MichelFalcon

6. How to affordably acquire more profitable customers by promoting your customer
experience
7. Proven ways to increase customer retention and ensure any customer complaints
(online or offline) are resolved in one business day
8. Q&A
Agenda
@MichelFalcon

Can I make you a promise…?
(E) michel@michelfalcon.com
@MichelFalcon

Thought Provoking Customer Experience &
Employee Engagement Statistics
@MichelFalcon
Customer Experience Employee Engagement
89% of companies expect to compete
mostly on the basis of customer
experience
Source: Gartner
86% of consumers quit doing business
with a company because of a bad
customer experience
Source: Harris Interactive
80% of companies believe they deliver
superior customer service. Only 8% of
customers of these same companies
agree.
Source: Lee Resources
Companies with engaged employees
outperform those without by 202%
Source: Gallup
Highly engaged employees are 38%
more likely to have above-average
productivity.
Source: Workplace Research Foundation
Only about 25% of business leaders have
an employee engagement strategy.
Source: Dale Carnegie

Why Do Companies Struggle With
Customer Experience and Employee Engagement?
No executive support
No strategy No operating budget
No vision
michel@michelfalcon.com

Recruitment & Interviews
@MichelFalcon
Finding, retaining and growing a high performing team

Service + Culture Interview Skill + Knowledge Interview
2 Types of Interviews (for all employees)

@MichelFalcon
Interview
Yes
DON’T HIRE! Don’t
proceed to skill
based interview
Culture and service
interview
Proceed to skill
based interview
No

@MichelFalcon
Unique Interview Questions
What’s the temperature of
the sun?
How many pairs of shoes are
there in [your country]?

• Separate culture/service and skill set interviews and questions
• Be willing to say no to “brilliant jerks”
• Ask hard hitting questions that the candidate can’t Google the night before
• Make recruiting fun! It separates you from your competition and is a competitive
advantage
• Always be refining!
Tips + Recommendations
@MichelFalcon

World-class Training Programs
@MichelFalcon
Building exceptional training that delivers immediate results

• Research tell us that over 70% of learning on the job occurs informally. - Deloitte
• 40% of employees who receive poor job training leave their positions within the first
year. – Go2Hr
• Companies investing $1,500 or more per employee per year on training average 24%
higher profit margins than companies with lower yearly training investments. – HR
Magazine
The Data
@MichelFalcon

@MichelFalcon
Senior
Engineer
Senior Sales
Consultant
Marketing
Manager
Junior Web
Designer
VP, Finance

@MichelFalcon
Exceptional Training Content
- Director
- Socializer
- Passive
What is organic growth? Customer service
vs customer
experience

Learning Management System (LMS)
Grovo.com – Michel Falcon webinar

• Training should be engaging, valuable and lively
• Take EVERYONE in the company through customer-centric training
• Continuously review and refine your training program – it’s a living document
• Include premium content: customer personality types, organic growth, customer
service vs. customer experience
• Make it digital – paper-based
@MichelFalcon

Employee Recognition & Rewards
@MichelFalcon
Celebrating high performers who contribute to your customer experience, culture and
growth

• Career opportunities, recognition, and organization reputation are consistently top
engagement drivers. – Aon Hewitt
• Organizations with recognition programs which are highly effective at enabling
employee engagement had 31% lower voluntary turnover than organizations with
ineffective recognition programs. – Deloitte
• Only 14% of organizations provide managers with the necessary tools for rewards and
recognition. – Aberdeen Group
The Data
@MichelFalcon

@MichelFalcon
Employees don’t just want money
Meaning > Money

@MichelFalcon
Internal and
external
recognition
Managed by
recognition
committee
Across entire
organization
(front-of-house,
heart-of-house,
managers)
Monthly
recognition

@MichelFalcon
Another interview
question
What’s a goal or skill you want to accomplish in the next 12 months?

• It’s not about money (if you hire correctly)
• Recognition programs add to your culture
• It pays a positive ROI (if you do it right)
• Create meaningful connections – shock and awe your employees (in a good way) 
@MichelFalcon

Customer Surveys
Increase ‘customer intelligence’ to make operational improvements
@MichelFalcon

What is Voice of the Customer?
In-depth process of capturing a customer’s expectations, preferences and aversions
@MichelFalcon

“Surveys don’t work”
“Customers don’t like filling out
surveys”
“I hate surveys! They are too long!” “Surveys are a waste of time!”
Have You Heard This Before?

Customer surveys gives you
something to analyze to make
operational improvements
It tells you your company strengths
– market and sell accordingly
Surveys give you an opportunity to
save ‘at risk’ customers
It increases your “customer
intelligence”
What Customer Surveys Actually Do…

Your most unhappy customers
are your greatest source of
learning
Bill Gates - Microsoft

6 Things to Consider When Surveying Customers
Mobile Responsive
Choose your methodology
(i.e. Net Promoter Score)
Appoint a Single Point of
Accountability (SPA)
Create a Customers at a
Glance document
Share the data
Brevity (2-5 questions)

“Michel, what’s great software to use?”
Delighted.com

• If you’re going to use customer surveys respect the customer and do it right
• Allocate a budget and buy software (don’t build it yourself)
• Customer surveys will do two keys things:
• Identify your strengths – use this to market and sell to perspective customers
• Show you opportunities to improve – find solutions for these missteps and
aversions
• Share the data with EVERYONE in the company!
@MichelFalcon

Customer Acquisition
Finding affordable ways to acquire profitable customers
@MichelFalcon

When it comes to acquiring new
customers I know 2 things very well
@MichelFalcon

1. Do it in the most profitable way possible
@MichelFalcon

2. Do it organically
(referrals + repeat/renewal customers)
@MichelFalcon

Starbucks is not an advertiser, people
think we are a great marketing company,
but in fact we spend very little money on
marketing and more money on training
our people than advertising
Howard Schultz - Starbucks

4 Ways to Easily Acquire New Customers
Teach your team how to
ask for referrals
Stop being transactional
Identify your strengths and
sell/market organically
Look internally before
externally

• Review how much you spend to acquire customers traditionally
• Can you reallocate your budgets to grow organically?
• Identify your strengths and build marketing and sales campaigns
• You have all the customers you need – look internally first and find other solutions for
existing customers
@MichelFalcon

Customer Retention
Why earn a customer if your intentions aren’t to retain them for life?
@MichelFalcon

6 Steps to Increase Customer Retention
Cover all channels:
phone, email, live chat,
social media
Analyze the data:
Learn and improve
Leverage technology:
Set up alert systems
Create a Complaints at a
Glance document:
Share it system wide
Refine your mentality:
Uncover the bad as much as
you discover the good
Appoint a Single Point of
Accountability:
SPA

• Build systems and processes to retain customers
• Set a Service Level Agreement (SLA) of one business day
• Appoint a Single Point of Accountability
• Share the data with EVERYONE in the company!
@MichelFalcon

Recap
Refine how you’re hiring
Recognize your high
performing employees
memorably
Acquire customers
profitably
Retain all customers, across
all channels
Survey your customers
effectively
Take your training program
to the next level

That was just a sample of my
customer experience and
employee engagement education
and material…

What should you do next…

I want to introduce you to
Experience Academy – my online
course
www.experienceacademy.co

6 Reasons Why I Created the Course
To help 1000 companies each year
improve their customer experience
and employee engagement
Learning-on-the-go: it’s digital so
you can learn from anywhere on
your time
Lack of premium content: help
everyone build great businesses
Low barrier of entry to provide
great education
Bundle 10 years of experience in 6
modules
I wanted to provide an affordable
solution for companies of all sizes

Here are a few testimonials from
our customers

“I signed up for Experience Academy knowing that I was enrolling in a course
that would help me learn how to improve my company's customer
experience. What I didn't expect was that I was going to be given everything I
needed to actually do it! The course isn't like reading a book that simply
shares ideas - Experience Academy gives you the blueprints to actually apply
the education. I would estimate that by applying the learning in my business
I will earn or save $100,000. I can’t recommend Experience Academy enough!
In fact, I've already recommended the course to 3 people in my business
networking group.”
Kyle Robertson – Kybe Electric

“ The education in Module 1 of Experience Academy alone pays for the cost
of enrolling. The job description template has helped us attract great
candidates and the interview questions Michel recommends asking allow us
to immediately identify who will be able to deliver amazing customer service
and who will not. This module has saved us $1000s by making better hiring
decisions. Throughout each module I found myself taking pages of notes as
new ideas came to me - ones that I will be implementing immediately. ”
Bryan Nikkel – Market One Media Group

“Experience Academy really does give you a process to follow that has clearly
been designed through experience and passion. You can read Michel's bio and
see that he's credible by the companies who have hired him, but it's not until
you enroll in the course that you truly realize that he is an expert and
someone that has done this before. I believe that his recommended
strategies to improve your customer experience and employee engagement
will work for any company.”
Balbina Knight– Online Marketing Specialist

Experience Academy is not
recommended if…
• You don’t intend on finishing the course
• You don’t apply the knowledge
• You’re hoping for magic or wizardry

Experience Academy is for…
• Professionals who genuinely care about customer
experience and employee engagement
• Forward-thinking companies who want to learn
• Professionals who are ready to dive-in and learn at
their own pace
• All organizations (B2B and B2C)

Type of Companies Who Have Joined Us
Professional services (i.e.
accounting, real estate, law
firm etc.)
Education/care (i.e.
universities, clinics, care
facilities)
Consumer goods/services
(i.e. supplements, hair
salon)
Government (i.e. municipal,
regional)
Hospitality (i.e. restaurants,
hotels, casinos)
Trades (i.e. electrical,
plumbing, roofing etc.)

You really only need two things

The desire and willingness to
create change
Customers and employees

What’s Inside Experience Academy
6 interactive modules
11 downloadable
documents, templates and
step-by-step guides
Live progress tracking +
unlimited users
Customer support via email
12 quizzes and final exam
to increase knowledge
retention
41 videos and text/copy to
read

Plus 3 Bonuses…

Bonuses for You
Free 30 min. consulting call
with me
Value: $250/hour
Unlimited coaching via
email
Customer Journey Mapping
Step-By-Step Guide

What’s Included?

Sneak Peek

I ordinarily charge $15,000 -
$250,000 for services*
*Consulting, workshops, keynote speaking

To help 1000 companies every
year I knew I needed to make
Experience Academy affordable
for everyone

Not $15,000 - $250,000
One time payment of just $999 USD

Click the Enroll Now button below to get immediate
access

Or make 3 monthly payments of
just
$399.00USD
(equates to $1197.00 USD)

Do you need your bosses
approval?
Copy and paste the script below and email your
boss to approve your education or email me and
ask for the script

To recap everything you will receive
• 6 interactive modules
• 41 videos and text/copy to read
• 11 downloadable documents, templates and step-by-step guides
• 12 quizzes and final exam to increase knowledge retention
• Live progress tracking
• Customer support via email
• 3 free bonuses: consulting call with Michel, unlimited email
consulting and a customer journey mapping guide

1-time payment for only $999
or
3 monthly payments for only $399

Final Step
Click the Enroll Now button below
To take your customer experience, employee
engagement education and company to the next level

Q&A
www.michelfalcon.com/notes
Any more questions?
Michel@michelfalcon.com

Customer experience and employee engagement strategy

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