• customer experience failure

    3 Reasons Why Customer Experience Fails

    Customer experience is like the pretty woman at the party. The idea of speaking with her sounds amazing, but what’s the best way to approach her?As a consultant and keynote speaker, I’ve seen first-hand that organizations want to better their customer experience and design a strategy that will support this improvement,… Read More»

  • rafael nadal

    Why Customer Service Employees Must Play Both Defense and Offense

    Does your company consider customer service, with all that it entails, a cost centre?If your call centre or customer service team is costing you money, you’re doing it wrong! If you’re doing it right, then your call centre or customer service employees should be earning you a profit. A couple of… Read More»

  • KLM

    KLM and the Profitable Social Customer Service Agent

    Is your company still busy wondering about the ROI of social customer service?Venture Beat published an awesome post on KLM, the European airline, on how their 150 social media customer service agents have generated annual revenue of $25 million through social media. For many social media pioneers this doesn’t come as… Read More»


  • Michel has proven that he can add value across industries in a short amount of time. His strategic partnership with BlueCross BlueShield of North Carolina is extremely important and valuable to us.”

    Rob Gofourth (Vice President, Operational Strategy and Performance)


  • “Any company in any industry would be more than fortunate to include Michel as part of their customer service strategy”

    Patrick Louis (Director, Business Solutions – lululemon)

  • “Michel has helped me take my multi-franchise business to the next level. Without question, he can and will do the same to yours.”

    Brandon Farmer (Franchise Owners – Tim Hortons)