What I Like to talk About

Selling Happiness: How to create customer experiences that inspire loyalty and drive referrals.

Under promise, over deliver. This is a common theme companies use to win the hearts and minds of their customer. The problem is it doesn’t work.

We know from studies of human behaviour that if you give more than is expected, then more becomes expected. For business, this leads to a cycle of increased transaction costs and eventually customer disappointment. And disappointed customers don’t stick around.

The solution? Understand what your customers truly want, then give it to them, delivered with ease and convenience. That creates happy customers who come back again and again.

If this sounds easy, you’re right. Yet few organizations are doing it, which presents you with an exceptional opportunity.

In this award winning presentation, Marc dispels some of the biggest customer loyalty myths while showing you what really makes customers happy. He demonstrates the fundamental steps for delivering relevant and memorable experiences that inspire customer loyalty.

Delivered with Marc’s high energy style and humour, this presentation is customized for your industry while drawing upon experiences such as buying a morning coffee, taking Uber, and going on a family vacation to Disney.

This presentation is essential for any industry that has paying customers, competition, and is dependent on repeat business.

Key Takeaways

  • Find out why customers are naturally loyal and don’t care if you WOW them.
  • Discover the three influencers that impact people’s ideas and opinions about products and companies.
  • The number one reason customers don’t come back – and how to avoid it.
  • Learn how to manage expectations so your customers are always happy with what you provide.

 

 

The right side of nice: How to use customer service to solve problems and build relationships.

It has been said that the true test of a relationship is when things go wrong. The same holds true for companies. The time and effort they invest in building relationships with their customers means nothing if they are not attentive when problems arise.

And while this concept might seem obvious, the fact is that customer satisfaction across most industries has dropped to all-time lows. From inadequate resources to lack of interest, companies are failing at helping customers who are having negative experiences.

Studies have shown that customers who receive prompt and attentive care are 60 percent more likely to purchase from that company again, even if the outcome was not what they had originally hoped for. The truth is that customers want to feel valued and appreciated throughout the entire transactional journey. But in problem situations, want to see actions that reflect that.

In this presentation, Marc will demonstrate the impact customer service has on loyalty and its influence in creating experiences. He will introduce new ideas and innovative processes that provide greater customer satisfaction in less time.

Marc uses real world, industry relevant examples and stories to illustrate how customer service can be used as a tool to strengthen customer relationships. He will reveal the two types of tasks that every service representative performs, and how each one impacts the outcome.

He will also share key strategies to help a representative remain professional and effectively deflate any emotional situation, while guiding the customer towards a mutually beneficial outcome.

Delivered with Marc’s high energy style, this presentation is designed for both management, customer service staff, and anyone that has to deal with unhappy customers.

Key Takeaways

  • Why customer service must not be confused with customer experience
  • How to avoid the three reasons most companies fail at customer service
  • Find out the untold, real purpose of customer service
  • The three goals of any successful customer service program must accomplish.
  • Learn what your customers really want from you when they have a problem
  • Strategies to keep your staff sane and customers happy

My Background

Marc is the internationally recognized authority in the field of customer experience. He works with companies who understand the importance of creating exceptional experiences that cultivate relationships and build loyalty.

Marc has consulted and provided marketing services for some of the world’s most respected organizations and has also spoken on stages from Toronto to Tehran and from Montreal to Miami.

Regularly featured on television and radio for his opinions, Marc has shared his thoughts on topics that include the boycotting of brands, customer service in the airline industry, and companies such as Sears, Toys R Us, the NRA, and Starbucks.

Marc’s syndicated articles appear in over 200 business publications in four countries. He has also been listed as one of the Top 100 Marketing Experts to Follow on Twitter. And his YouTube channel, marctv.net, has been rated as one of the top 50 channels for small business.

As a speaker, Marc brings fresh insight and sensible ideas, delivered in his trademark high energy style. His presentations have been called “powerful”, “a game changer”, and “the best choice to start or finish any conference”.

Marc is also the founder of a marketing and consultancy firm that works directly with companies seeking a competitive edge. Working with both management and front-line workers, he helps implement marketing and customer service strategies the deliver exceptional customer experiences while making the most efficient use of resources. Past clients have included Bausch & Lomb, Toyota, Mondelez International, Johnson & Johnson, many non-profit associations, and dozens of small businesses.

Testimonials

Marc was totally on from the second they announced his name. His energy was non-stop and had the audience laughing, shouting, and even crying. His stories held our interest and his examples were relevant and timely. It was like he was speaking to each person one on one. Best of all, I learned how to develop our own brand in a way that resonated and stuck. I was so entertained that I didn’t even realize I was learning. I would say that every conference needs Marc Gordon on their stage.

Marc Forgette, Business Development Manager - Conventions
Tourism London

 

Phenomenally excellent! Marc’s energy brought the room to life. The feedback we received was overwhelming positive. His examples and stories were relevant to both our members and vendors. He was the highest rated closing speakers we’ve had in over 10 years. We hope to get him again next year.

Sajida Jiwani, Association Business Manager
Ontario Home Builders’ Association

 

Marc was absolutely fantastic. His energy and humour elevated our entire event. The audience hung on Marc’s every word, captivated with his stories and empowered with his knowledge. Beyond the stage, he was a true professional, making himself available to everyone. I would tell any event planner that having Marc as a keynote speaker would be a very wise decision.

Rosetta Springer, Financial & Business Strategist
The Edge Business Conference

 

Marc’s presentation was exactly what our members wanted. His stories and examples not only entertained, but gave clear steps and practical ideas everyone could take away. Marc engaged the audience, made them laugh, and had them thinking. Best of all, he stuck around to speak to anyone who had questions. A true professional.

Nikki Van Dusen
IABC Edmonton

 

I very much appreciate your contribution and the massive value you added to our event. You were humble, thought provoking, and full of huge positive energy. Everyone loved you. You are a man of integrity, and wisdom. Thank you for being all that you were.

Dr. Sepehr Tarverdian, CEO
Hamayesh Farazan, Iran

 

Marc was amongst the top speakers and the most energetic on stage. Combined with his story-telling abilities, he provided attendees with an entertaining and empowering presentation that gave them a will to change the way they do business. The feedback we got was extremely positive – some said they wished more of their teams had seen Marc speak. I believe that any organization that wants to strengthen the way they perceive success as a business should see Marc speak.

Marc-André Fontaine, Vice President Marketing
SherWeb

 

Marc was a welcome addition to our discussion and panel on the customer experience.  He was well informed and had a clear understanding of our goals, and his examples were clear and relevant.  He was personable and his stories were real and heartfelt.  We’ve received great response from our colleagues on what he shared with us.

Marcy Graham, VP Canadian Sales
Mondelez International

 

Marc’s keynote presentation was a huge success! He used examples of Fortune 500 companies and made them relatable to our attendees. It was clear to everyone that he took the time getting to know the background and makeup of our industry and its people, allowing them to take away key concepts of his presentation. Our attendees were both entertained and informed on ways to differentiate themselves from competitors in a crowded marketplace. His presentation ended our annual event on a high note.

Martin B. Tirado, CEO
Snow and Ice Management Association

 

Marc did a fantastic job of kicking off our event. His energy got our attendees excited and his practical teachings provided measurable value for them. Marc’s content was fresh and relevant to our industry. It was obvious to everyone he did his homework. No surprise he was rated as the top speaker of the conference. We look forward to the opportunity to have him back.

Julian Lee, President
ChannelNEXT

 

Marc was a keynote speaker presenting “More than Friends, take your business beyond social”, at our franchisee convention. His energy held everyone’s attention throughout his presentation. The franchisees found Marc to be interactive, engaging, entertaining, and most importantly, gave practical advice they could understand and plan to use!

Leslie Wilson, Vice-President
Wee Watch

 

Marc captured the attention and affection of our group as soon as he started. It was obvious he had done his research on our industry. This made his presentation both relevant and very entertaining. Marc’s stories and examples made the presentation seem less like a seminar and more like a conversation, with lots of audience interaction. Afterwards, he remained to speak personally to any of the participants who sought his advice. Based on an overwhelming “excellent” rating from all in attendance, it is clear to us that Marc’s participation was a key factor in the success of our event.

Janet Shang, Senior Product Manager
Bausch + Lomb

 

Marc was the opening keynote speaker for our AGM. And to say the day started on a high note would be an understatement. Marc’s super high energy, story telling and humour kept our member’s attention from start to finish. He covered the material we wanted in a way that provided clarity and a definable action plan. Best of all, he stayed afterwards and was fully accessible to all our members and vendors. The response we received was extremely positive and I would highly recommend Marc to any organization looking for a fresh perspective on branding and marketing.  

Ken Tucker, Founder and Former CEO
DKI Canada

 

At this years, GBTA Conference 2016 | Toronto, Marc led an education session that was indeed highly attended by our delegates and exceptionally rated as one of the leading education sessions for our conference.  Our team heard many positive accolades from the attendees of his session on how energetic, engaging and valuable his presentation was, exactly the feedback that we want to hear. We were thrilled to be able to include Marc Gordon in our line-up of education session speakers for 2016.  

Nancy Tudorache, Regional Director, Canada
Global Business Travel Association

 

Marc’s too-the-point presentation style was both refreshing and entertaining. He brought a relevant and timely perspective to social media for business while keeping things interesting with real world stories. I found great value in the six tips he shared for communicating with our customers. An all around fantastic presentation.  

Linda Thomson, National Sales Executive
Travelodge Canada

 

Marc’s knowledge of marketing is only exceeded by the positive energy he brings to the stage. From the minute Marc started speaking, the audience was fully immersed in his captivating style and story telling skills. I believe every member of the audience was able to draw practical and applicable ideas from his presentation. Afterwards, he made himself available by staying to meet and talk with audience members. I believe Marc delivers the skills to both educate and entertain a corporate audience while positively adding to the experience of any event.  

Priya Patil, Head – Business Development
Toronto Stock Exchange

 

 Marc has the unique ability to deliver a powerful message about a technical subject in very simple and entertaining way. This would explain the packed conference room and continued conversation afterwards. Marc clearly brought his A game and it was definitely appreciated by everyone who attended.  

Brian Jobling, Corporate Account Manager- Canada
Air New Zealand Group

 

 Marc’s powerful insights into how companies can leverage the power of social media to engage their market had a huge impact on us. Our team came away with new ideas and strategies. His energy and enthusiasm made for an environment where we were learning and didn’t even know it. Can laughing and learning be interconnected? I believe Marc proved they can be. A fantastic presentation any organization can benefit from.  

Jason Mullin, Director of Marketing
Residence Inn Marriott

 

 Marc was the closing keynote presenter for our annual conference. With rock music filling the room, he hit the stage with energy and enthusiasm. And for the next 60 minutes, Marc entertained and educated our members on the subject of building a strong brand. His stories and examples, filled with humour and relevance, made the presentation the highlight of our event. The response we received from attendees was outstanding. Marc’s contribution to the success of our conference will always be remembered.  

Ron Koslowsky, Vice President Manitoba Chapter
Canadian Manufacturers & Exporters

 

 Marc was a breath of fresh air on the subject of social media. He gave great examples, presented them in a way that was relevant and easy to understand and had the crowd engaged. His story telling and humor made the hour fly by. I’m very happy I had the opportunity to see Marc’s presentation.  

Raffi Nakhoul, Global Account Manager
Avis Budget Group,Inc

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Toronto, Ontario

FEES:

Available Upon Request

MY EXPERTISE:

Marc is an internationally recognized customer experience expert who shows companies how to win the hearts and minds of customers by effectively aligning experiences with expectations.

Available to Verified Event Organizers Only

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