Customer experience and employee engagement strategy

The Essential Guide to Customer Experience and Employee Engagement

Success

WebinarLearn the strategies I use to help leading and emerging companies earn customer AND

employee loyalty

Hosted by Michel FalconMichelfalcon.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 yearImprove 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 experienceSource: 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

DON’T HIRE! Don’t proceed to skill based interview

Culture and service interview

Proceed to skill based interview

@MichelFalcon

Unique Interview Questions

What’s the temperature of the sun?

How many pairs of shoes are there in [your country]?

@MichelFalcon

• 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

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

Employees don’t just want money

Meaning > Money

@MichelFalcon

Internal and

external recogniti

Managed by

recognition

committee

Across entire organization

(front-of-house, heart-

of-house, managers)

Monthly recogniti

@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 SurveysIncrease ‘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

Survey via email

Survey on mobile

• 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 AcquisitionFinding 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 transactionalIdentify 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 RetentionWhy 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:

• 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

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

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&Awww.michelfalcon.com/notes

Any more questions? Michel@michelfalcon.com

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