Employees Need to Be Responsible for Their Own Development
Michel is a strong advocate that employees need to spend time developing themselves and shouldn’t simply rely on their managers to grow them. During this engagement, Michel outlines a simple model that will help employees develop themselves professionally while leveraging the support of their managers and the people around them.
Customer Experience Re engineered. Operate Like Your Grandparents Did
Michel explores how customer service to grow your business has come full circle and highlights how we must run our businesses similar to our grandparents. This speech profiles and compares customer service strategies against other departmental strategies with equal or greater financial results. He continues the “grandparent theory” by explaining the next phase in his “customer service timeline.”
How to Sell, Service and Seduce Millennials (Told by a Millennial)
In this engagement, Michel speaks from the heart and truthfully. He helps the audience understand the Millennial generation and their expectations, desires and aversions. Similar to his other engagements, he combines real world stories, humor and thought provoking insights to better understand this emerging demographic of consumers.
Forget About Data – Customer Intelligence Is What Will Drive Your Profits
When most organizations are running to gather “data” on outside influences, the world’s greatest brands are getting to know their customers intimately through increased customer intelligence. By doing so, they are able to earn genuine customer loyalty. Michel helps the audience convert their current customer strategies into “customer intelligence initiatives.”
Marketing Will Always Come Before Customer Experience (Until This Happens)
Customer experience takes a back seat in the boardroom because the ROI can often be years away. Michel explains why we love to invest in marketing because it offers instant gratification but is rarely a long term investment. He extends on this thought by explaining that we love to invest in traditional media because it interacts with three of our sense: touch, hearing, sight. During this engagement, he challenges the audience to think long term.
How to Properly (No Fluff) Grow Your Employees
Most organizations believe their employees want cash and electronic incentives. While this may work in the short term, it will not grow your team to reach their full potential. It was not too long ago that Michel was a frontline employee and all he wanted was “meaning.” Michel shares his stories on how the organization he worked with helped create “meaning” for him to reach his personal and professional goals.