Marc Gordon

Shows You How To Deliver Experiences That Capture the Hearts and Minds of Your Customers

Categories: Branding, Customer Experience, Customer Service, Entrepreneurship, Marketing, Sales, Social Media Tag: Ontario

Bio
Videos
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Testimonials
Past Clients

Delivering What Audiences Want and What Organizations Need.

If your organization is ready to start delivering experiences that capture the hearts and minds of your customers, then Marc is ready to show you how.

Ever wondered why some of your customers keep coming back while others disappear? The reason is simple: technology and generations are colliding, constantly reshaping expectations and influencing how customers and businesses relate to each other.

Marc has helped over 200 organizations across three continents successfully navigate this new landscape. As a result of seeing his presentations, many companies have made a paradigm shift in how they deliver customer experiences.

Internationally recognized as an expert on customer experience, Marc has been called a “marketing superstar” by the Oprah Winfrey Network and is regularly featured on television, radio, and print for his opinions on how marketing, customer service, and social media impact experiences.

Five reasons to have Marc speak at your next event

Entertaining. Marc doesn’t do presentations. He delivers performances, combining humour and stories with his passionate stage presence.
Relevant. Every presentation is customized to your company and industry. Prior to the event, Marc interviews select personnel to ensure key points are covered and corporate objectives are reached.
Applicable. Marc shares strategies and concepts that management and staff can begin applying right away.
Accommodating. Marc will do whatever he can to help create an exceptional experience for your attendees. Need him to participate in a panel discussion? Moderate a session? Just ask.
Professional. As an accomplished speaker, Marc knows where to be and what to do. Sound checks, meeting with planners, staying on schedule… shouldn’t every speaker do these things?

How Marc can add value to your event

Pre-event branded video. A great way to market your event and build excitement.
Multiple sessions. Have Marc participate in multiple sessions such as fireside chats, breakouts, or panel groups.
One-to-One sessions. Marc’s most popular offering gives attendees personal consulting time. This is Marc’s most requested service.
Sponsored events. Add value for your sponsors while reducing costs. Sponsors get exclusive access to Marc for custom events.
Interaction. Let Marc turn the spotlight onto your event. From networking events to greeting attendees at an exhibitor’s booth, he’ll make it fun.

Videos

Topics

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.

Did you know it’s possible for customers who didn’t get the outcome they hoped for to still leave happy? Discover what customers really want.

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

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

Deliver more than expected. Go above and beyond. Exceed expectations. These are theories that companies have been led to believe in order to win customers. The problem is no one knows what they mean. How much is “more” and how far is “beyond”? How can you exceed something when you don’t know where the finish line is?

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

The solution? Establish an understanding between you and your customers as to what they can expect. Then deliver as promised, providing an experience built on ease and convenience. That’s what creates a relationship of trust that keeps customers coming back.

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 everyday experiences such as buying a morning coffee, taking Uber, and going on a family vacation.

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.

Testimonials

“Spellbinding! I have been to events such as CES and seen some of the industry’s biggest icons speak on stage. And I can say, in all honesty, this was by far the best presentation I have ever seen by one of the best speakers I have ever seen. Marc owned his audience from start to finish. His stories of overcoming adversity and to “always get back up” resonated with all of us.”
Phil Metford, Managing Director – Advantage IQ

“Marc’s presentation definitely contributed to the success of our event. His delivery, humour and storytelling skills energized and entertained our audience of over 500 people. Combined with his knowledge of marketing, attendees were able to learn new ways to reach and engage with their market. The feedback we received was overwhelmingly positive. Many would agree that Marc’s presentation was a highlight of the day.”
Catherine Henry, Events Manager – Canada Post

“Marc was fantastic. His energy got the show off to a great start and his teachings on branding and social media were invaluable to the audience. The feedback we received from attendees was overwhelmingly positive. Marc provided them with practical and usable information while at the same time being entertaining and motivating. Which is exactly what we asked him for.”
Margo Warren, Special Events Manager – Canadian Gift Association

“A smart, funny and very entertaining presentation. Marc’s stories and examples took a huge weight off our shoulders by showing us how to focus our social media activities in a way that brings us results we can see and measure. Every business who uses social media needs to see Marc’s presentation.”
Marilyn Powers, Director of Marketing – Delta Ottawa City Centre

“From the moment Marc was called to the stage, he brought an energy level we had never before seen from a speaker. He instantly got our members excited and motivated through his interactive style and relevant story telling. His knowledge of marketing and branding added depth and relevancy to a talk that was customized to meet the needs of our audience. Thanks Marc for an amazing, educational and entertaining presentation.”
Joanne Pinellis, Speaker Liaison TLOMA

“Marc really knows how to get his message across in an informative and entertaining way. His stories are great examples of what businesses should and shouldn’t do. I think anyone who runs a business of any size can benefit from attending one of his events.”
Tammy Rose – Johnson & Johnson Inc.

“I am so thankful to have gotten some one-on-one time with Marc after his amazing presentation. In just 10 minutes he showed me how to turn ideas and complicated steps into simple shapes and drawings on paper. Using this new technique, the very next day my close rate went from under 20% to over 30%.”
Unay Thomson – Harborside Resorts at Atlantis

“One of the best speakers I have ever seen. Marc’s energy was at a 10 from beginning to end. His content was clear, informative and motivated our audience members to take action when it came to growing their own businesses. Any company would do well to have Marc speak at their next event.”
Christopher M. Litster, Vice President – Constant Contact

“Marc delivered a great number of applicable ideas and tools that our team can begin applying immediately. His enthusiastic style and practical examples kept our audience’s attention throughout his presentation. It was obvious he researched our company and our industry prior to presenting. A job well done.”
Andrew Cimerman, President and CEO – HomeLife Realty

Past Clients

CLC Consulting
Harborside Resorts at Atlantis
DECA Ontario
TD Canada Trust
Delta Ottawa City Centre
Bausch + Lomb
Safety Services Manitoba
HomeLife Realty
Canadian Gift Association
Alibaba Graphite Corp.
Air New Zealand Group
Constant Contact
Avis Budget Group, Inc
Canada Post
Toronto Stock Exchange
Travelodge Canada

Marc Gordon

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