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Bridging the Gap between Company Culture and Customer Service

Investing in Customer Service

Shep Hyken interviews Michel Falcon, keynote speaker, owner of Brasa Peruvian Kitchen, and author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. He talks about getting leaders to invest in customer service.

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Top Takeaways:

  • Why don’t all companies deliver a great customer experience? The first reason is that business leaders often focus on the next 30 days instead of long-term investing in their brand. The second reason is some leaders don’t treat employees the way they want their customers to be treated.
  • How do you convince the C-suite to invest in customer service? Show the C-Suite leadership what they are interested in and be specific with the numbers. They are interested in customer churn because when customers leave, the company losses money. They are also interested in customer lifetime value. Assign a dollar value to all the good things that could happen as a result of investing in customer service, and you will capture the attention of the C-Suite.
  • Your customers don’t only compare you to your direct competitors or big brands with recognizable logos and brands. They also compare you to the little shop down the street that treats them so well that they can’t wait to come back. The best companies, large or small, set the bar higher for all of us.
  • Hire the right people and train them well. Utilize what they are already good at and align it to what your organization is doing.


“Every company needs to have the hospitality mentality.”

“You can’t have a customer-centric culture if you don’t have an employee-centric culture.”

“Leadership must walk through their customer’s journey. They must ask themselves, ‘Am I proud of this? If I was a customer, would I have friction in doing this customer experience?’”

“If the ultimate goal is an exceptional customer experience, you have to build a workforce of individuals who share your vision.”


Michel Falcon is a restaurant entrepreneur and keynote speaker. He uses company culture and customer experience management strategies to build his latest restaurant brand, Brasa Peruvian Kitchen. He is the author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. How do you get the C-suite to invest in customer service?
  2. How does company culture affect customer service?
  3. Why don’t all companies deliver exceptional customer experience?
  4. Who is responsible for customer experience?
  5. What companies have the best customer experience?

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