Avaya

OCTOBER 4, 2016

Fina Recognition, has helped the company become a leading provider of employee recognition and incentive programs. Since 2007, he has been responsible for leading the company’s strategic marketing initiatives and communications efforts. As a recognition company, we’re in the unique position of representing our customers’ brands.

Rewards Programs 67

Rewards Programs Call Center Employee Engagement Retail 67

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Barry Dalton. Colin is recognized by Linkedin as one of the ‘World’s Top 150 Business Influencers’.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Daniel Group

SEPTEMBER 23, 2021

We have about 3000 employees and we have about 50 locations, represented, of course, Caterpillar, but a number of other brands that are focused on the on-highway truck, manufacturing, construction technology, and a number of other verticals. I think you guys started in 2007. Lynn Daniel (01:32): Yeah. Quite a lot.

Net Promoter Score 98

Net Promoter Score Social Media Feedback Groups 98

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Barry Dalton. Colin is recognized by Linkedin as one of the ‘World’s Top 150 Business Influencers’.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Retently

SEPTEMBER 17, 2018

Apple’s customer satisfaction and loyalty have been growing steadily over the years, reflecting the way consumers view the brand. In 2007, its NPS was a respectable 58. The score showcases how many people are happy with your brand, and how many actually promote it. But how does Apple achieve high employee engagement?

NPS 95

NPS Net Promoter Score Loyalty Omni-Channel 95

SurveySensum

JULY 14, 2020

It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Qualtrics

JUNE 27, 2019

Organizations are judged by the experiences they deliver across the 4 core pillars of business – customer, product, employee, and brand. X-­data comes from things like customer feedback, Net Promoter Score, product reviews, brand preference, and employee engagement. Book a Demo. [1] 1] [link]. [2]

Net Promoter Score 46

Net Promoter Score Survey Study Retail 46

Stella Connect

FEBRUARY 20, 2018

Contact center attrition is one of the biggest challenges brands face. The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a customer service organization roughly $10,000-$15,000 per employee. High-turnover teams can’t coalesce around the brand’s mission, and it shows.

Contact Center 43

Contact Center Effort Score Culture Feedback 43

Michel Falcon Experience

FEBRUARY 19, 2023

I’ll be 73 years old, still asking people to teach me things, and I’ve learned a lot since I started growing my career and 2007 is when I really took it seriously that reaching out to individuals who have done it already reduces that learning curve, which means that I’ll be more successful faster.

How To 60

How To Social Media Meeting Fashion 60

Stella Connect

FEBRUARY 20, 2018

Contact center attrition is one of the biggest challenges brands face. The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a customer service organization roughly $10,000-$15,000 per employee. High-turnover teams can’t coalesce around the brand’s mission, and it shows.

Contact Center 20

Contact Center Effort Score Culture Feedback 20

SurveySensum

JUNE 4, 2024

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Tools 52

Tools Marketing e-support Analysis 52

Qualtrics

JANUARY 22, 2019

On increasing customer feedback in the scorecard: 2007 was when we first pushed it into the individual frontline phone reps incentives. We aspire to be the greatest servicing brand in the world, not just in financial services. So we totally look to all the top brands for ideas on what are they doing, how are they empowering people?

Voice of Customer 33

Voice of Customer Hotels Survey Call Center 33

Michel Falcon Experience

APRIL 11, 2019

Which, if none of you are familiar with the brand 1-800-GOT-JUNK, I think they’re very successful. Jason: Multiple brands, and Brian is just crushing it. Michel Falcon: Working for such a great brand. Any type of brand?” Then what were some of your big takeaways?

Culture 60

Culture Leadership Hospitality Meeting 60

Alida

DECEMBER 15, 2016

In 2013, the average M&A deal was valued at $224 million —a significant jump from 2007’s $42 million. Unfortunately, compared to other industries, health care lags in employee engagement. Compared to other industries, health care lags in employee engagement. More notably, deals are also getting larger.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

Michel Falcon Experience

MARCH 12, 2019

The expectations of our employees and our customers must be managed to build a people first culture. In 2007, I was a young professional trying to really understand what I wanted to build my career off of; what was going to be my niche or my nitch? What is the brand? What brand and what grape? I really appreciate that.

Culture 12

Culture Employee Engagement Company Engagement 12

Michel Falcon Experience

FEBRUARY 6, 2019

The question is how are you delivering this education to your new employees? Have you ever noticed that during training, managing employee engagement levels can be difficult? We’ve all tried tips and tricks to be able to increase this engagement because of the training becomes more successful. 1-800-GOT-JUNK.

Culture 76

Culture Examples Company How To 76

Michel Falcon Experience

FEBRUARY 11, 2019

In addition to sharing company culture, employee engagement & customer experience strategies, I also explain the difference between customer service and customer experience. Company culture, employee engagement and customer experience. My career started in 2007 as a call center agent in my early twenties.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60