Recognizing & Rewarding Superior Customer Service!

This week’s ICSA Blog is from Michel Falcon – one of the Keynote Speakers at this year’s ICSA Annual Conference this September 22nd – 25th at the Omni Jacksonville Hotel.  And this week’s blog is a video blog in which Michel discusses the topic of “Recognizing & Rewarding Superior Customer Service: Value versus Meaning”  Click here to watch Michel’s Video Blog and then JOIN the CONVERSATION by sharing your own thoughts and comments!



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  1. I fully agree with Michel’s ideas of making recognition MEANINGFUL! The best recognition is memorable and meaningful to the employee. We also need to understand what drives meaning for each of our employees, because everyone is different.

    Maybe what I liked the best about Michel’s message is that it is our front line service providers who create the brand…our customers are loyal (or not) to the service providers at their touch points and not to the CEO. Well said Michel!

    • Thank you, Bill.

      One of the reasons why I’m so passionate about CX and customer service is because it’s the little things that matter the most in building an admired brand. Often, we run to paid opportunities to increase customer acquisition and revenue but the ‘gold’ is in the way we build the foundation of our business both internally and externally (employees and customers).

      I look forward to seeing everyone at ICSA13 in Jacksonville, FL. It’s going to be a blast!

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