TOPIC
X
IN-PERSON FEE RANGE
X
SPEAKER LOCATION
X
SELECT PROGRAM
X
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
Traveling from:
Ontario, Canada

Why Book

  • Entertaining. Marc doesn’t do presentations. He delivers performances, combining humour and stories with his energetic stage presence.
  • Relevant. Every presentation is customized to your needs. Prior to the event, Marc interviews key personnel to ensure the most relevant content is covered.
  • Accessible. Every attendee gets free access to Marc – for life! They are welcome to reach out to Marc for ideas and advice any time.

Biography

Marc Gordon shows organizations how to create customer experiences that strengthen relationships and build loyalty.

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 Gordon 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 Gordon 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.

Bringing a life’s worth of experience Marc’s first steps into entrepreneurship began at the age of eleven as a victim of relentless bullying. By painting Dungeons and Dragons figurines for the students in his class, Marc learned how people’s behaviour and attitudes can change if they see value in what they purchase. This was a lesson he would remember throughout his career.

At the age of 16, Marc Gordon was back in business for himself. Over the next 8 years he would be importing collectible model cars, have his own clothing line, and even sell lingerie to escorts and strippers. During that time he would see his businesses grow faster than he could handle, stumble due to economic conditions or get squeezed out by aggressive competitors.

In 1994, unemployed and with no job prospects, Marc invested $2,500 in a gold plating machine and started GoldPro Canada. In that first year, operating out of his parent’s basement, sales totalled just $4,000. However by 2000, the company had grown into a multi million dollar manufacturer and distributor of automotive equipment and accessories, servicing over 2,400 car dealerships and body shops across Canada.

In 2003, after emotional and physical burnout, Marc sold GoldPro for seven figures. Owning virtually no inventory or capital equipment, the high value of his company was based on GoldPro’s name, distribution network, brands, and web presence. This was a testament to Marc’s skills as a marketer.

After taking a year off, Marc started Fourword Marketing as a way to provide the marketing and consulting services he wished were available to him when he was starting out.

Fourword specializes in developing and executing marketing programs for companies ranging from startups to public companies in dozens of different industries. Fourword’s list of services include web design, print production, promotional campaigns, and public relations.

Marc is an active participant and volunteer in a number of organizations and educational symposiums that provide free marketing tools and management experience to new entrepreneurs.

Marc lives in Toronto with his wife Natalie and children, Allison and Blake.

Read More

Programs

SELLING HAPPINESS: How to create customer experiences online or in-person that inspire loyalty and increase sales.

Customer expectations are changing faster than ever before. Marketing, social media, technology and cultural trends are shaping people’s beliefs and values, which can often lead to a sense of entitlement. This situation can make it difficult for any business to consistently deliver quality service. And for those that try, the result is often higher transaction costs, stressed out staff, and disappointed customers.

However, there is a way to deliver experiences that are easy to manage and cost effective, while successfully building customer trust and loyalty.

During this presentation, Marc will share the secrets of what it takes to keep customers coming back. Best of all, how to do it without the time and effort of “wowing” your customers.

Combining the science of human behaviour and best business practices, Marc shares personal stories, and real-world examples to provide you with the skills and techniques to create manageable processes that deliver fulfilling customer experiences.

This presentation is designed for executives and teams who manage customer experience strategies. For organizations ready to make the greatest impact on the experiences they provide, Marc is also available for consulting.

KEY TAKEAWAYS

  • Learn the three most powerful influencers that impact expectations, and how to use them to more effectively engage with customers
  • Find out the single easiest way to deliver experiences that keep customer coming back
  • Discover why your competitor’s unhappy customers may be reluctant to leave, and how you can effectively welcome them
  • Understand the factors that drive loyalty – hint: they don’t involve exceeding expectations
  • Learn simple methods to keeping customers while at the same time attracting new ones
  • Discover how being honest with your customers can sometimes be the worst thing – for both you and them
  • Learn how virtually every employee in your company is strengthening or weakening your customer relationships, and what you can do about it
NO APOLOGIES NEEDED: How to turn negative situations into positive outcomes.

No matter how much you try, sometimes things won’t go right.And this can result in an unhappy customer.Dealing with unhappy customers is when an organization shows their true character. This comes from a combination of company culture, employee empowerment, and predefined policies.

Some companies will do whatever it takes to make the situation right for the customer, regardless of cost or resources. Other companies will become passive, choosing to hide behind policies or pass the customer off to various departments. And then there are those companies that just don’t care. So which approach is the right one?

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 high energy style, this presentation is designed for management, customer service

KEY TAKEAWAYS

  • Discover who the most important person is in the conversation, and how you can leverage that for a
    better outcome
  • Learn how to avoid common pitfalls that result in employees getting stressed and customers leaving angry
  • Find out 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
  • Find out why being contacted by an unhappy customer can be the best thing for your company, and how to leverage that for greater success
  • Learn ways to identify and prevent recurring customer service issues

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 one of our experienced Program Consultants.

Call us or Live Chat Below

Decorative: Background Image
By continuing to browse, you consent to our use of cookies. To know more, please view our Privacy Policy. Hide