KNOWLEDGE. EXPERIENCE. WISDOM.
Marc provides advisory services to select business owners and management teams seeking to refine their image, establish their brand, or strengthen their market position. His clients extend across multiple industries including food manufacturing, legal services, automotive, technology, and medical.
Marc’s 30+ years of experience across multiple industries has provided him with the ability to approach every situation with a fresh perspective. This allows his clients to benefit by pushing boundaries beyond industry norms or common practices.
DISCOVER. STUDY. CREATE.
Marc brings together his skills in marketing and customer experience to provide a highly specialized list of services. Working with management teams, Marc brings a fresh set of perspectives and ideas with the purpose of reaching your organization’s specific goals.
Marc’s role is unique for each client, making himself available in the capacity they need. What they all have in common is their desire to work with someone who cuts through the noise and provides ideas and advice that have impact.
All advising services are provided confidentially.
EVERYTHING. DELIVERED.
Marc and his team provide custom solutions to help advance your organization’s goals.
For Customer Experience strategies, Marc will analyze the key areas within your organization including, but not limited to, customer journey, staff resources, company culture, technology and automation. He will then present his findings and recommendations. Working alongside management, Marc will then help introduce and implement new strategies based on your company’s priorities.
Marketing can play a vital role in the CX journey. Marc and his team bring multiple disciplines from brand imaging to web design and from experiential campaigns to social media. The plan is to support your marketing objectives through new campaigns.
Customer Experience Services
Customer journey mapping
Customer operations analysis
Secret shopper
Communications/branding assessment
CX training
Marketing Services
Brand identity
Photography
Videography
Web design
Print design
Signage
Collateral materials
Public relations
Organizations Marc has worked with
%
Average increase in revenue after implementation
%
Average increase in customer satisfaction
Creative strategies. Positive results.
Case Study: Restaurant
Challenge
Management wanted to increase the average cover (revenue per seat). However, this had to be done with minimal resources.
Strategy
Marc started by training host staff to ask patrons key questions such as celebrations, is there a designated driver, food allergies, etc. This information would then be provided to the server who would come to the table with specific appetizer recommendations for the group. Offers included free soft drinks for the designated driver and a special dessert exclusive for the birthday person.
Results
Over 20% increase in average cover from food, alcohol, and desserts
11% improvement in average customer headcount
Case Study: Car Dealership
Challenge
Salespeople had difficulty maintaining relationships with their customers post-sale.
Strategy
It was discovered that customers would often call their salesperson when they experienced problems with their car or to enquire about scheduled maintenance. Instead of simply transferring customers to the service department, Marc trained the sales team to take ownership of the interaction by asking some basic questions. Then transferring the customer to an advisor who the salesperson had already explained things to. Depending on the vehicle’s age, lease terms, and cost of repair, the salesperson would then follow up with the customer to offer incentives to purchasing a new vehicle rather than paying for repairs.
Results
14% increase in new car sales from customers originally only seeking service.
Significant improvement in customer feedback.
Case Study: Dental office
Challenge
Many patients felt anxious about visiting the dentist. Although they liked the dentist and staff, they had trouble overcoming their anxiety. While some opted for nitrous oxide, the goal was to reduce the need for it while making all patients feel more relaxed.
Strategy
As the practice was being repainted, Marc had each operatory’s walls wrapped with a seamless image of a specific nature scene – rain forest, ocean beach, mountain forest, and tropical waterfall. The patient would then be provided a pair of noise cancelling headphones that played nature sounds specific to that theme. Operatories were given specific names based on the scenery. Of course, patients could also choose to watch television instead.
Results
Use of nitrous oxide dropped by more than 50%, reducing treatment time
Patient satisfaction improved.
Noticeable increase in patient referrals with requests for specific operatories.
Case Study: Coworking Space
Challenge
A new coworking space wanted to leverage social media to attract new business clients ranging from solo entrepreneurs to large companies. Their goal was to use organic reach to build their social media following.
Strategy
Based on the industry and business model, Marc did not see social media being an effective campaign. Instead, he suggested reaching out directly to local hotels and large companies to offer special incentives for those needing temporary office space, meeting rooms, and training facilities. The coworking space would also offer discounts on local hotels, car rentals, and restaurants through cross promotions. Marc also updated their website to provide more clarity and better SEO.
Results
A 20% increase in new bookings through the website.
Multiple new bookings from local hotels and businesses.
Case Study: Tire Retailer
Challenge
Every spring and fall customers would arrive for seasonal tire changes, resulting in daily lines of vehicles going down the street. This resulted in frustrated customers and nearby businesses impacted by traffic.
Strategy
Marc designed an online scheduling system where customers could book their own installation time. Customers were greeted by a staff “concierge” who provided them a pre-printed work order detailing all service details and charges. The “concierge” would also provide any important information such as excessive wear or a damaged tire to the customer and oversee the sales process.
Results
No more lines and happier customers.
Over 30% improvement in turnaround efficiency.
56% increase in tire sales from customers arriving with no intention of buying new tires.
Case Study: Hotel
Challenge
A mid-priced hotel was looking for a way to get more social media coverage while creating better customer experiences.
Strategy
Marc had the hotel add a “midnight snack” button to each room’s telephone. When called, the patron would receive a donut and a hot beverage at no charge. As the name implies, this service was only available from 11:00pm to 2:00am. The donuts were purchased from a local bakery. A discount coupon from the bakery was included with the snack.
Results
Over 200 donuts were delivered in the first month of the program.
Over 700% increase in social media posts from customers.
19% increase in new bookings from same month of previous year.
Over 15% increase in sales for the donut shop.
Creative strategies. Positive results.
Case Study: Restaurant
Challenge
Management wanted to increase the average cover (revenue per seat). However, this had to be done with minimal resources.
Strategy
Marc started by training host staff to ask patrons key questions such as celebrations, is there a designated driver, food allergies, etc. This information would then be provided to the server who would come to the table with specific appetizer recommendations for the group. Offers included free soft drinks for the designated driver and a special dessert exclusive for the birthday person.
Results
Over 20% increase in average cover from food, alcohol, and desserts
11% improvement in average customer headcount
Case Study: Car Dealership
Challenge
Salespeople had difficulty maintaining relationships with their customers post-sale.
Strategy
It was discovered that customers would often call their salesperson when they experienced problems with their car or to enquire about scheduled maintenance. Instead of simply transferring customers to the service department, Marc trained the sales team to take ownership of the interaction by asking some basic questions. Then transferring the customer to an advisor who the salesperson had already explained things to. Depending on the vehicle’s age, lease terms, and cost of repair, the salesperson would then follow up with the customer to offer incentives to purchasing a new vehicle rather than paying for repairs.
Results
14% increase in new car sales from customers originally only seeking service.
Significant improvement in customer feedback.
Case Study: Dental office
Challenge
Many patients felt anxious about visiting the dentist. Although they liked the dentist and staff, they had trouble overcoming their anxiety. While some opted for nitrous oxide, the goal was to reduce the need for it while making all patients feel more relaxed.
Strategy
As the practice was being repainted, Marc had each operatory’s walls wrapped with a seamless image of a specific nature scene – rain forest, ocean beach, mountain forest, and tropical waterfall. The patient would then be provided a pair of noise cancelling headphones that played nature sounds specific to that theme. Operatories were given specific names based on the scenery. Of course, patients could also choose to watch television instead.
Results
Use of nitrous oxide dropped by more than 50%, reducing treatment time
Patient satisfaction improved.
Noticeable increase in patient referrals with requests for specific operatories.
Case Study: Coworking Space
Challenge
A new coworking space wanted to leverage social media to attract new business clients ranging from solo entrepreneurs to large companies. Their goal was to use organic reach to build their social media following.
Strategy
Based on the industry and business model, Marc did not see social media being an effective campaign. Instead, he suggested reaching out directly to local hotels and large companies to offer special incentives for those needing temporary office space, meeting rooms, and training facilities. The coworking space would also offer discounts on local hotels, car rentals, and restaurants through cross promotions. Marc also updated their website to provide more clarity and better SEO.
Results
A 20% increase in new bookings through the website.
Multiple new bookings from local hotels and businesses.
Case Study: Tire Retailer
Challenge
Every spring and fall customers would arrive for seasonal tire changes, resulting in daily lines of vehicles going down the street. This resulted in frustrated customers and nearby businesses impacted by traffic.
Strategy
Marc designed an online scheduling system where customers could book their own installation time. Customers were greeted by a staff “concierge” who provided them a pre-printed work order detailing all service details and charges. The “concierge” would also provide any important information such as excessive wear or a damaged tire to the customer and oversee the sales process.
Results
No more lines and happier customers.
Over 30% improvement in turnaround efficiency.
56% increase in tire sales from customers arriving with no intention of buying new tires.
Case Study: Hotel
Challenge
A mid-priced hotel was looking for a way to get more social media coverage while creating better customer experiences.
Strategy
Marc had the hotel add a “midnight snack” button to each room’s telephone. When called, the patron would receive a donut and a hot beverage at no charge. As the name implies, this service was only available from 11:00pm to 2:00am. The donuts were purchased from a local bakery. A discount coupon from the bakery was included with the snack.
Results
Over 200 donuts were delivered in the first month of the program.
Over 700% increase in social media posts from customers.
19% increase in new bookings from same month of previous year.
Over 15% increase in sales for the donut shop.
Marc did a great job of helping us refocus our customer outreach strategy. He helped us understand our “story” and use it as a foundation for creating a message that effectively conveyed our strengths. We believe any company can benefit from having Marc share his ideas and knowledge.
Glenda Baker, Senior Financial Planning Adviser
