Comments on: Improving the Customer Experience: An Interview with Michel Falcon https://6sigma.com/improving-the-customer-experience-michel-falcon-interview/ Six Sigma Certification and Training Fri, 28 Feb 2025 11:08:29 +0000 hourly 1 By: Michel Falcon https://6sigma.com/improving-the-customer-experience-michel-falcon-interview/#comment-25807 Thu, 16 May 2013 04:39:02 +0000 https://opexlearning.com/resources/?p=10980#comment-25807 Hi Satya-

Thank you for your comment. I agree with your monopoly reference even in an oligopoly. However in a ‘fair game’ industry customer retention is crucial.

]]> By: satya https://6sigma.com/improving-the-customer-experience-michel-falcon-interview/#comment-25806 Tue, 14 May 2013 01:10:05 +0000 https://opexlearning.com/resources/?p=10980#comment-25806 Great Q&A. I really like every points made by Michel. The one that caught my eye is:..customer experience is not a way of doing business..its the only way.
On customer retention, I am on an opinion that customer retention does not equal customer loyalty. In a monopolistic environment, customer have no choice but to seek a required service from a monopoly, however bad the customer service is.

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