InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. What is Guest Experience? A positive guest experience involves going beyond basic customer service. Guest experiences impact reputation.

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

Stella Connect

JANUARY 18, 2022

In the early stages of my career I analyzed my interactions with brands, products or services, looking for common themes — a crazy-making activity that eventually led to my first book, The Ten Principles Behind Great Customer Experiences. What makes creating great customer experiences so difficult in practice?

Customer Experience 102

Customer Experience Contact Center Guest Experience Culture 102

Michel Falcon Experience

NOVEMBER 20, 2019

My three core focuses are employee engagement, customer experience and company culture strategies to grow a business. We want all our team members to take ownership of the guest experience and their professional development. Michel Falcon and Melissa Smilie, a People-First Culture hire. But, guess what….

Engagement 89

Engagement Culture Guest Experience Hospitality 89

Storyminers

FEBRUARY 2, 2016

The team members have been trained to notice the need, arrange for back-up, make the offer to the guest, and provide the service.). Is there a measure for how much this helps the bottom line? It naturally aligns the many clues (experience details) in the experience to be on brand. Hint: they don’t.

Sales 45

Sales Hospitality Guest Experience 2016 45

Michel Falcon Experience

APRIL 13, 2023

Michel Falcon: Welcome to the People-First Culture podcast with me, Michel Falcon, where I share lessons I’ve learned and those of others on how to build a more purposeful business and career. Welcome to the People-First Culture podcast with Michel. When did you first learn that company culture could actually drive growth?

Culture 60

Culture 2003 ROI Leadership 60

Kustomer

SEPTEMBER 9, 2021

Creating a customer-centric culture can mean a lot of things. I got suckered into cold calling newspaper subscriptions and really, I mean, I just kind of, I got, I never tried to actually try to steer away from it, but I somehow kept getting sucked back into customer experience and contact center types of roles.

Contact Center 98

Contact Center Metrics Measurement Customer Experience 98

Michel Falcon Experience

APRIL 11, 2019

Earlier this year, Jayson Gaignard, WeWork and I hosted a fireside chat where Jayson interviewed me about my People-First Culture book. Understanding why I focused a lot of attention on purpose-driven companies within the pages of my book. ? Pretty much everything you’ll find in the book. or in the future.

Culture 60

Culture Books Leadership Hospitality 60