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Marc  Gordon

Marc Gordon

Customer Experience Expert, Branding, Marketing

In-Person Fee Range:
$10,001 - $15,000
Traveling from:
Ontario, Canada
Sizzle Reel

Marc Gordon

Customer Experience Expert, Branding, Marketing

In-Person Fee Range:
$10,001 - $15,000
Fee Details
Traveling from:
Ontario, Canada

Why Book

  • Marc Gordon, a customer experience expert and award-winning corporate speaker, uses his brand of entertainment and education to reset conventional thinking.
  • Sharing innovative strategies gathered from years of research, his goal is to inspire and empower audience members to build customer relationships that are fulfilling, manageable, and profitable.
  • Marc delivers a performance. He combines humor and stories to engage and educate your attendees. Audiences love sharing their own customer service stories with Marc. That’s why he makes the effort to meet as many attendees as possible.

Biography

Marc is an internationally recognized Customer Experience professional. Appearing on television, radio and print, he is regularly interviewed for his opinions and expertise on topics ranging from customer service to social media. He has been called a “marketing superstar” by the Oprah Winfrey Network.

As a speaker, Marc’s goal is to empower your audience to create and deliver experiences that inspire customer loyalty and increase sales, while at the same time reducing employee stress and boosting moral.

Applying the science of human behavior with proven business concepts, Marc shows
organizations how to combine service, support, and communication to create cost effective,
manageable, and fulfilling customer experiences.

Over one thousand organizations from over 40 industries have experienced measurable gains in customer loyalty, sales, and employee productivity by applying Marc’s strategies.

Read More

Programs

THE ARTIFICIAL EXPERIENCE: How to avoid costly mistakes when using AI for customer service

Is AI ready to deliver better customer experiences? The question should be: Are your customers ready for experiences delivered by AI?

Companies from all industries are looking to AI to streamline their interactions with customers.
From order processing and technical support to product information and customer service, there is a belief that AI can replace humans. And save money at the same time.

But we know that what AI brings in speed and efficiency, it lacks in understanding and empathy.
And this often results in customers becoming frustrated, compelling them to seek out your competitors. And staff who see their jobs at risk from AI tend to be less productive and more stressed. Often resulting in poor customer service and a higher cost per call.

In this presentation, Marc provides ideas and strategies to help any organization understand how AI can deliver more positive customer experiences, keep staff motivated, and improve efficiencies. Sharing real world examples along with his innovative approach to customer experience, Marc brings a practical approach delivered through entertaining stories and
observations.

Key Takeaways:

  • Three traits that will make AI an important part of your company’s success.
  • What AI will never understand about humans – and why you need to keep them.
  • How to make AI a valued part of your customer service team.
  • The biggest mistakes companies make when implementing AI – and how they ruin customer
    relationships.
  • Strategies to make AI work for your company and your customers.
SELLING HAPPINESS: How to create customer experiences that inspire loyalty and increase sales.

Services can be copied. Products can be replicated. The only thing that truly defines a company is the experience it delivers to every customer. The most successful companies know that customer experience is the most impactful trait that leads to long term success. On average, companies that focus on customer experience see an
80 percent increase in revenue.

The question is where to start. Simply trying to wow customers can be expensive and use up valuable resources. The fact is that consistently delivering fulfilling customer experiences doesn’t have to be difficult
or expensive. And when done right, the results are greater customer loyalty, higher sales, and lower costs.

In this entertaining presentation, Marc shows you what it takes to become a customer experience champion. Using real world stories and innovative strategies, he will reveal what your customers really want and how easy it is to provide it. Attendees will be able to immediately start delivering experiences that build stronger, healthier customer relationships.

Key Takeaways:

  • The three secrets to delivering experiences that keep customer coming back – in any industry.
    Why providing great customer service should be a last resort – and what you really need to focus
    on.
  • Know what your customers are thinking and how to respond in a way that wins trust.
  • Why exceeding customer expectations could be hurting your business.
  • What every customer wants, even if they don’t know it.
NO APOLOGIES NEEDED: How to turn upset customers into loyal fans.

No matter how much you try, sometimes things won’t go right. And this can result in an unhappy
customer. Organizations show their true colours when they deal with unhappy customers. Company culture,
employee training, and policies all contribute to the outcome of such situations.

In this presentation, Marc explores and debunks the myths of customer service. How far should you go to keep a customer happy? What would be considered an ideal outcome? Should every customer be treated the same?
You’ll learn the art and science of dealing with unhappy customers from any industry. And how to handle their issues – rational or otherwise – by offering practical, manageable solutions that lead to a mutually beneficial outcome. Marc will also share strategies to deflate emotional situations and keep everyone focused on the solution rather than the problem.

Delivered with Marc’s brand of humour and storytelling, this presentation is designed for management, customer service staff and anyone that deals with customers.

Key Takeaways:

  • Discover who the most important person is in the conversation, and how you can leverage that for
    a better outcome.
  • How to avoid common pitfalls that result in employees getting stressed and customers leaving
    angry.
  • Why apologizing to the customer may be the worst thing you can do, and what they really want to
    hear from you.
  • Learn how to keep your emotions in check, even when the customer can’t.
  • Discover the three goals any successful customer service program must accomplish.
  • Why being contacted by an unhappy customer can bring your company greater success.
  • Learn ways to identify and prevent issues that become recurring headaches for customers.

Marc Gordon Reviews

“We could not have been more happy with Marc as our opening keynote speaker at CX Week Canada. Our audience of customer experience professionals were “totally wowed” with both his content and presentation style. He introduced new ideas in a way that was clear and entertaining. And his positive energy set the tone for the rest of the day.”

— CX Week Canada

“Marc was totally on from the second they announced his name. His energy was non-stop and had the audience laughing throughout. His stories held our interest and his examples were relevant and timely. I was so entertained that I didn’t even realize I was learning. Every conference needs Marc Gordon on their stage.”

— Tourism London

“Marc’s post presentation One-to-One session was a huge hit with our attendees. He stayed well beyond his scheduled time in order to make sure every person got to speak with him. The feedback we received was amazing with some participants saying it was the most valuable part of the event.”

— Constant Contact

“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.”

— World Business Forum, Iran

“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.”

— Mondelez International

NEED MORE IDEAS?

We are here to help.
Speak with our experienced Program Consultants.

Call us or Live Chat Below

NEED MORE IDEAS?

We are here to help.
Speak with our experienced Program Consultants.

Call us or Live Chat Below

NEED MORE IDEAS?

We are here to help.
Speak with our experienced Program Consultants.

Call us or Live Chat Below

NEED MORE IDEAS?

We are here to help.
Speak with our experienced Program Consultants.

Call us or Live Chat Below

NEED MORE IDEAS?

We are here to help.
Speak with our experienced Program Consultants.

Call us or Live Chat Below

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