Delivering effective Customer Experiences is not luck. It is the combination of a customer driven company culture and strategic processes. When done properly, staff at all levels develop a deep appreciation for how they can contribute to a fulfilling experience for every customer.

Marc has worked with some of the world’s most respected brands across multiple industries. Through his consulting, many have seen a paradigm shift on how they deliver products and services. And the results have been more productive staff, lower acquisition costs, and higher customer satisfaction scores.

Marc’s skills and insights into the world of customer experience are nothing short of amazing. He is one of those rare people that’s able to combine talent and experience in ways that deliver measurable results. He is a customer experience rock star. Get in touch with this guy. Get him in your company.

Rick Moss, President and Founder, RetailWire.com

For small business, sometimes the experience they provide can be their greatest competitive edge. The challenge is to find out what works and how to make it consistent and manageable.

Marc has worked with business owners who have operated out of offices, garages, and food trucks. From dentists to carpet cleaners, insurance brokers to house painters – each one has been able to see the positive impact of delivering effective customer experiences.

Sometimes companies need a little help. Repeat sales might be down, attrition might be up, or KPIs are not being met. In many cases, it comes down to the experiences customers are receiving.

Marc works closely with internal teams to identify the “sticky spots” and make the appropriate adjustments to the transaction journey. Working with management and staff, Marc’s goal is to use existing resources to create the greatest outcome.

Improving customer acquisition, increasing revenue, capturing greater market share, and building your brand are all legitimate goals. And no surprise, customer experience can often be the most impactful and efficient route to take.

Marc works collaboratively with your teams to identify goals and develop strategies for reaching them. Collective wisdom will be the building blocks for success. The objective is to make the greatest impact from the least disruptive changes.

Case Study: Hotel

Challenge
Guests were checking in remotely, virtually eliminating contact with front desk staff. This resulted in reduced reservations for the spa and restaurant.

Strategy
Marc recommended a portion of the front desk be rebranded “Guest Experience”. Each guest who checked in remotely received a text letting them know there was a gift waiting for them at the Guest Experience counter. When they arrived, they received a gift box with coupons for the spa and restaurant, hotel branded snacks, sunscreen, and lip balm. They were also informed by the staff member of other promotions and hotel amenities.

Results
18% increase in breakfast reservations.
12% increase in spa reservations.

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 25% increase in average cover due to increased sales of food, alcohol, and desserts.
11% improvement in average customer headcount (customers served over a period).

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 salesperson 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
9% increase in new car sales from service customers
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 new patient bookings with requests for specific operatories.

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 at a reduced price 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.

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: Restaurant

Challenge
An upscale steakhouse wanted to increase revenue throughout the week, especially Tuesday which was their slowest day.

Strategy
Marc created the “managers club”, an email list that customers could only join in person at the time they received their bill. Being on the list got them invited to special events that took place once a month on a Tuesday. These events were by invitation only. The events involved a wide range of dining related activities such as wine tasting, learning about cuts of beef, and trying out potential new menu items. A cost was charged for participating but was low enough to provide exceptional value while still covering costs.

Results
Attendance for the first event was at 40%. For every event afterwards, attendance had to be capped.
The restaurant was able to leverage its growing email list for holiday promotions and party rooms.
Sales increased across all days of the week.

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.

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 scheduled service and charges. When the customer drove into the installation bay, they handed the work order to the installer. The “concierge” provided any information to the customer, escorted them the sales floor if new tires were needed, then processed payment. In most cases the customer never needed to leave their vehicle.

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.

Marc understands the true essence of customer experience and what influences people’s behaviours. He has the skill to quickly recognize how various processes impact the customer’s journey. The consultation he provided to our team really helped us elevate our game. If you get the opportunity to work with Marc, take it!

Ari Powell, CEO, Giraffe Foods

Marc delivered ideas and perspectives in ways that enlightened us and changed our views on how our clients see us. His practical advice gave us direction and focus. If you’re looking for fresh insights into how your company delivers its products, you need to arrange for some time with Marc.

Mark G. Klinkow, VP & Portfolio Manager, Foyston, Gordon & Payne Inc.