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»

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    Your Customer Experience Must Save Your Customers Time

    If you want to deliver a strong, effortless customer experience, you should ensure that it saves your customers time.Sounds obvious, right?If so, why is it that some companies still deliver a rudimentary customer experience, and not a “blink and you’re done” process?Customer experience isn’t just about making our customers happy, although… Read More»

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    Why You Can’t Convince Your CEO to Focus on Your Customers

    Have you ever had to convince your CEO or department leader of the importance of customer experience?How about having to justify the investment in designing, developing, and deploying your company’s customer experience?If you have said “yes” to either of these questions, I have some good news! But I also have… 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)