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Top Takeaways:


“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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