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Michel Falcon

People-First Culture and Customer Experience Expert

Michel Falcon
Speaker Reel
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Building Lasting Companies and Fuelling Performance
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Paving the Path to Exceptional Company Cultures
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What Is the People-First 3P Culture Strategy?
Michel
Michel Falcon Thumb 2
Michel Falcon Thumb 3
Michel Falcon video thumb
Michel Falcon
Speaker Reel
Michel Falcon Thumb 2
Building Lasting Companies and Fuelling Performance
Michel Falcon Thumb 3
Paving the Path to Exceptional Company Cultures
Michel Falcon video thumb
What Is the People-First 3P Culture Strategy?

As a restaurateur and hospitality entrepreneur, Michel Falcon knows first-hand the value customer and employee experience plays in the success of a business, especially in today’s marketplace. Over the past 15 years, he has honed his People-First Culture philosophy, helping leading brands such as JP Morgan Chase, Verizon Wireless, and Lexus improve their customer experience, customer loyalty, and employee engagement. A master storyteller, Falcon uses real-world examples to show audiences how to leverage his signature philosophies to build exceptional company cultures that yield exceptional results.

Falcon began his career as a call centre agent at 1-800-GOT-JUNK?, where he was promoted five times within five years, eventually joining their operations management team. It was there he discovered his passion for entrepreneurship and the value of developing customer and employee-centric company cultures. In 2012, he opened his own business, Falcon Consulting Group, where he worked with multi-million- and billion-dollar companies across dozens of industries to enhance their people management and customer experience strategies. Past clients have included Subway, Alfa Romeo, Electronic Arts, McDonald’s, and many others.

In 2016, Falcon left the consulting world to join his business partners in owning and operating a portfolio of restaurants and venues in Toronto. Through applying his People-First Culture lens, these venues grew to earn tens of millions of dollars in profitable revenue with 200+ employees — all within two years. Falcon has been featured in publications such as Business Insider, Inc., Entrepreneur, Forbes, and TIME, and in 2018, he was hired by McDonald’s Canada to be their spokesperson for their National Hiring Day campaign.

Falcon is the author of the bestselling book, People-First Culture: Build a Lasting Business by Shifting Your Focus from Profits to People, and host of the podcast, People-First Culture. He is also the owner of Brasa Peruvian Kitchen, a fast-casual restaurant concept he intends on expanding throughout the world.

Speaking topics

Presentations listed below include in-person and virtual keynotes, as well as workshops, fireside chats, and other presentation formats.

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Client reviews

  • During the keynote, Michel introduced us to what he refers to as “creating micro customer experiences.” The concept of “micro experiences” became a part of the theme of our meeting after Michel’s engagement. Michel’s keynote was very well received by our team.

  • Michel is the real deal. Watching his presentation at a recent ICSA conference, it was clear that his storytelling abilities, real world experience, and customer-focused philosophy are a winning combination! He was engaging and authentic while describing the principles of customer acquisition, retention, and brand awareness. Great speaker with deep understanding of customer relationship concepts.

  • Michel is an inspiration to all who have had the privilege and opportunity to work with him. His passion and relentless pursuit of helping companies drive positive business results by primarily focusing on customers.

  • Well in advance of the engagement, Michel spent time understanding [our] motivations and desires which enabled him to effectively prepare for his keynote and speak to his audience. Michel’s keynote was well received by our team, and I look forward to learning more of his concepts.

  • Michel was a consummate professional at all times and his presentation displayed his deep knowledge on the subject. He was very engaging, and he was terrific at integrating humour and anecdotes at the appropriate moments to further draw the audience into the message.

  • Michel’s presentation was engaging, insightful, and entertaining. He uses storytelling to bring customer engagement concepts to life. His presentation had such an impact. It is the one that I’ve shared most with colleagues.

  • Michel delivered a powerful presentation on customer experience (CX) to our group of 100+ entrepreneurs and senior managers. He opened our eyes to the importance of CX, and we left with invaluable takeaways. A true paradigm shifter. He’s a natural presenter — organized, insightful, passionate, and funny.

  • Michel was a huge hit and to be honest our BEST Motivational Speaker to date! I would highly recommend and promote him. On a personal note, he was so accommodating and the fact that he made a time to meet with our RM and franchisee in that market on his own time — WOW!! I would work with him again in a heartbeat!

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