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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
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
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]?
@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
@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
Tips + Recommendations
@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 recogniti
on
Managed by
recognition
committee
Across entire organization
(front-of-house, heart-
of-house, managers)
Monthly recogniti
on
@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)
Tips + Recommendations
@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!
Tips + Recommendations
@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
@MichelFalcon
@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
Tips + Recommendations
@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:
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!
Tips + Recommendations
@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…
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
“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.)
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
Bonuses for You
Free 30 min. consulting call with me
Value: $250/hour
Unlimited coaching via email
Customer Journey Mapping Step-By-Step Guide
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
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
Final Step
Click the Enroll Now button below
To take your customer experience, employee engagement education and company to the next level
