NSB Logo Michel Falcon Michel Falcon

Michel Falcon

Speaker Exclusive

Toronto, Ontario, Canada

Employee & Customer Experience Leader

Michel Falcon is a critically acclaimed hospitality entrepreneur with over 150 team members under his wing and an ever-growing restaurant portfolio. In his first two years, Michel hit $15,000,000 in profitable revenue, but that isn’t something that genuinely interests him – it’s all about the employees, customer experience and community, or what he calls a ‘People-First Culture.’ It’s a proven method of focusing on employees and customers to create a profitable, admired, and truly enduring brand. His strategies will help your audience to grow in revenue and profitability, with effective processes built out of a clear purpose.

Keynote Speeches

Virtual Keynotes & Webinars
Contact us for more information about this speaker & their virtual presentations. Click here for some of the most popular formats for virtual events.
Webinar | People-First Culture: Driving Results in a Market of Turbulence

With rapidly changing market conditions, the relationships we’ve built with customers and employees are under threat. Michel Falcon’s People-First Culture can help organizations thrive under shifting conditions. He’ll show your audience how to formulate strategies to manage a decrease in revenue, develop a “bounce back program” when markets strengthen and protect your brand’s reputation.

Michel’s online presentation will share real-world strategies that are working for him and helping mitigate market volatility. Your audience will leave with three tangible strategies that your company can implement within the next 30-days. Give your team the confidence and roadmap they need to manage relationships with your customers and employees so that you’re in a position of strength when the market returns to normal. Your team will:

• Have a private call before the presentation so Michel can intimately understand your industry and the pain points you’re trying to avoid around.
• Learn 3-5 strategies relevant to your industry and specific desired outcomes.
• A roadmap to align your team behind a framework to maintain strong relationships with customers and employees.

People-First Culture | Steer Your Career: Important Steps to Create a Life of Your Dreams

Michel Falcon shares the valuable business and life lessons he has learned throughout his career; from being promoted five times in five years to operating a hospitality company with 300 employees. Michel will candidly share what he knows now and what he wished he was taught when he was getting his career started.  He loves speaking directly to individuals who are just beginning their career and to first-time managers.  Expect him to share everything ranging from what he learned that worked very well, what he wished he did more of and what he regrets doing. Some of it is embarrassing and other parts nearly ended his growing career. Nothing is off the table in this candid presentation and Q&A.  Michel remembers when he was first starting out and this topic is his way of paying it forward to help other emerging leaders.

People-First Culture: Build a Business Your Customers, Employees and Community Will Admire

If you truly want to become an authentic organization that builds lasting relationships with your employees and customers, it is essential to start building a people-first culture within your business. His People-First Culture concept is instrumental in becoming a successful leader and growing an admired company through customer experience, employee engagement and company culture. Throughout the presentation, Michel will reinforce his message by sharing examples from well-known companies, such as Warby Parker and Amazon, while also sharing success stories from not-as-recognizable leaders and brands like Howard Behar and The Beautiful People Company.

Key Takeaways:
• The proven 3P Strategy concepts to achieve differentiation within highly competitive industries.

Customer Experience | Next Generation CX Strategies

Customer Experience (CX) is the design of the interactions that your customer experiences with your company from beginning to end. CX is a key pillar for growing your profit, and help you build a successful company. In this presentation Michel shares proven strategies that will work across industries. He uses them within his business (a company that does over eight figures a year in revenue, and has over 100 employees) on a daily basis. Michel also used these strategies when consulting for companies like McDonald’s, Blue Cross Blue Shield, and Lexus. No matter how many employees, or how many customers you actually have. These strategies aren’t going to be for beginners, so get ready to use them in your business, and get super strategic on how you apply them to start growing your business.

Key Takeaways: 
• A framework for customer experience design & customer journey mapping. 
• How to decrease the distance between your employees and your customers.
• The steps to increase employee engagement with CX initiatives.

Human Resources | Become an Employee Magnet: Attract, Grow and Retain Your Best Team

In this keynote presentation, Michel Falcon, employee engagement and company culture expert, will share proven strategies that he has used in his career to build high performing teams. Supported by his People-First Culture philosophy and 3P Strategy, Michel will teach us how he has designed employee experience programs for dozens of industries that have impacted millions of employees globally.



Retail | The People-First Culture Approach to Transforming Your Retail Experience


Operating as a retailer in the marketplace of today is challenging. Consumers interact with brands with far more channels than ever before – meaning a unique and consistent customer experience is crucial to success. Michel Falcon’s People-First Culture shows retailers how they can create a sustainable model that delivers on this need. This experience-focused mindset finds that balance between short term actions and building lasting relationships for the long-term.

In this presentation specifically for retailers, Michel will help your audience overcome challenges such as: retaining talent, investing in learning and development for team members and creating differentiation through customer experience.

Key Takeaways:
• The People-First Culture approach to building a team, making sure they are engaged and delivering on an exceptional retail experience.
• How to improve the recruitment, interviewing, on-boarding and training of your talent.
• The ways to leverage a ‘micro-customer experience’ strategy to earn customer loyalty.

Hospitality & Restaurant | The Secret Sauce to Building a Company Your Customers & Employees Will Admire

Michel Falcon’s People-First Culture approach is revolutionizing the hospitality industry. When you think of restaurant workers, you likely think of long hours, low wages, tensions between staff, and a perceived ‘toxic’ kitchen culture. These are some of the factors that play into one of the biggest challenges facing hospitality leaders: employee retention. As a partner in the wildly successful Toronto restaurant brands Baro and Petty Cash, Michel’s developed a system where employee retention is two-and-a-half times the industry average. His customers love the experiences they get. Michels’ restaurants have earned a Net Promoter Score of 81 when the industry average is 30+/-.

In this presentation, Michel shares some of his first-hand experience thinking through and developing tactics that address the challenges plaguing the hospitality industry Barriers like finding, maintaining and retaining talent, managing food and labour cost are just some of the examples he can customize his messaging around for your audience. Michel will show audiences how to take a 360-degree approach to your hospitality business. You’ll leave with the tools needed to build better relationships with your employees, your customers, and your community.

Key Takeaways:
• A framework for building and supports a leadership team with People-First Culture management skills.
• How to leverage a micro-customer experience strategy to earn customer loyalty.
• A process to improve the recruiting, interviewing and training of talent. seven-step interview process

Banking & Finance | The People-First Passbook

Digital disruption has hit the banking and finance industry and it’s requiring organizations to rethink their approach to two key areas: Customer Experience and Employee Retention. A high degree of customer turnover has shown us that customer loyalty is now under threat. Employee retention is no different. In a job market where long-term employment is often shunned and a digital skills gap exists, it’s harder than ever to find and retain the talent you need. It’s time to throw out the old playbook and apply a new model.

In this customized presentation, Michel Falcon shows banking and finance audiences how a ‘People-First Culture’ can help their organization better understand their customers and employees and lead to the creation of a profitable, admired, and truly enduring brand. His approach will help you deliver exceptional experiences across customer touchpoints: from digital platforms to traditional branches. By focusing on your people, Michel will show you how to achieve best-in-class company culture and boost your employee retention rate. He shares innovative tactics around customer onboarding procedures, interviewing job candidates, communicating with customers, role reversal leadership, helping your employees grow, and more.

Key Takeaways:
• How to leverage a micro-customer experience strategy to earn customer loyalty.
• A three-step philosophy to onboard both customers and employees.
• People-First Culture leadership styles that will help employees find their purpose within the workplace and achieve career growth.

Platform Plus Presentations

Unique formats and ways to connect with audiences.
Workshop | People First Culture
What is the People-First Culture workshop? A multi-day intensive workshop that teaches your company how to apply the People-First Culture philosophy and 3P strategy within your business to grow stronger relationships with your customers, employees and community. Who is it for? Medium and large-sized companies who are absolutely committed to building processes to enrich the lives of their customer and employees.

Audience reviews:

  • Michel is the real deal. Watching his presentation at a recent ICSA conference, it was clear that his story telling 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.

    - Vice President, Customer Experience, Verint
  • 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 customer.

    - Director - CounterPath
  • Michel was a consummate professional at all times while his presentation displayed his deep knowledge on the subject matter. 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.

    - Senior Sales Director – Confirmit
  • 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.

    - Sr. Director, Enterprise M&A Integration, CIBC
  • Michel’s presentation, Customer Experience Re-Engineered: Operate Like Your Grandparents Did, was engaging, insightful, and entertaining. He uses story telling to bring customer engagement concepts to life. His presentation has such impact. It is the one that I’ve shared most with colleagues.

    - Director, Customer Relations, The Institute of Internal Auditors
  • Michel delivered a powerful presentation on Customer Experience to our group of 100+ entrepreneurs and senior managers in Cambridge, MA. He opened our eyes to the importance of CE, and we left with invaluable takeaway. A true paradigm shifter. He’s a natural presenter – organized, insightful, passionate, and funny.

    - CEO/Co-Founder, Powderhouse Productions
  • 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.

    - VP, Head of Strategic Planning - Tangerine Bank

Speaker Biography

Michel’s career began in 2007 working as a call center agent for 1-800-GOT-JUNK?, a $100+ million dollar/year company based in Vancouver, Canada. It was during this time that he discovered his passion for entrepreneurship, customer experience management and employee engagement. During his time he was promoted five times in just five years, eventually working on the Operations Management team within the company.

After leaving the company in 2012, he started Falcon Consulting Group, advising multi-million and billion dollar companies across dozens of industries to improve their customer experience and employee engagement. He has worked with companies like McDonalds, Verizon Wireless, BlueCross BlueShield, Alfa Romeo, Lexus and many others.

In 2016, Michel left the consulting world and started a hospitality company in Toronto, Canada. In only two years, his company grew to $15,000,000+ in profitable revenue and 150+ employees. This was accomplished while also earning a Net Promoter Score in the 70-80’s range. The company was even profiled in Food & Wine magazine because of the employee experience and company culture strategies he built. 

In 2018, he was hired to be the spokesperson for McDonald’s Canada National Hiring Day Campaign and released his first book titled, “People-First Culture: Build a Lasting Business by Shifting Your Focus From Profits to People” which became a bestseller.

In 2021, wanting to represent his Peruvian culture and heritage, Michel opened his first fast-casual restaurant in Toronto, Brasa Peruvian Kitchen; a modern Peruvian fast-casual restaurant brand.

Being a millennial, Michel is heavily recruited to speak at events because he represents the changing demographic of customers and employees. His candor, wit and ability to make you think is what separates Michel from other keynote speakers in his field. He has traveled to countries like Canada, USA, Austria, Australia, Belgium, Saudi Arabia, Germany, Israel, Lithuania and many others to speak at events and host book signings.

Michel has been included in publications like Business Insider, Inc, Entrepreneur, Forbes and Time.