Crack The Customer Code

Adam and Jeannie interview Michel Falcon to explore employee and customer engagement strategies that lead to amazing experiences that scale. Leveraging culture for amazing experiences If you want to deliver outstanding experiences, then you must have an amazing culture to match. Today’s guest, Michel Falcon, is an expert at creating employee engagement strategies that lead to amazing customer experiences, and he has some great tips to share with you today! First off, Michel explains that proper engagement starts with recruiting. In fact, it should start before you even consider hiring! As part of a special process Michel shares with our listeners, you can cut significant overhead by frontloading much of the work and starting off right. “We need a certain type of individual who has a customer-centric DNA” -Michel Falcon But it’s not just about hiring the right people and training them right. You need a solid ongoing engagement strategy. Michel shares some innovative ways he gets new hires engaged right