The most successful organizations know that customer experience is the most impactful trait that leads to long term success. According to Forbes, companies that excel at customer experience generate 10-12% more revenue than the rest of their industry.

The best part is that delivering a fulfilling customer experience is easier than you might think. It doesn’t have to be time consuming, expensive, or involve more resources. In most cases, creating exceptional experiences can actually save time and money.

And when done right, the results are greater customer loyalty, higher sales, and lower transaction 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 and more profitable customer relationships.

KEY TAKEAWAYS:

• Discover how to make delivering great experiences easier and more efficient.
• Find out why exceeding customer expectations could be hurting your business.
• Four ways to delivering experiences that keep customers coming back – in any industry.
• Why some customers are easy to please while others are impossible – and the right ways to work with both.
• Three simple actions that inspire every customer to become loyal.

WHO SHOULD ATTEND:

• Management focused on customer acquisition and retention
• Customer service managers
• Business owners who want to attract new customers and keep current ones

Contrary to common belief, customers are not looking to have their expectation exceeded. What they really want is to get what they were promised in a way that is easy, convenient and stress free. In this presentation, Marc will show you the steps to making this happen.

This workshop is the perfect addition to Marc’s Selling Happiness presentation. Available in 1 or 2 hour sessions, this workshop brings the keynote’s concepts and ideas to life.

Through fun and creative exercises, attendees discover how their organization’s policies and procedures impact the customer experience. Through teamwork and cooperation, they identify opportunities for improvement and how best to make it happen.

First we start with the world’s most exciting version of rock-paper-scissors. During this (very loud) interactive game, attendees discover how teamwork and peer support impact performance. And how internal culture influences the type of service delivered to customers.

Next, we jump into groups where attendees work together to help each other’s companies, or as a team to help their own organization. Using real world situations based on their own experiences, attendees find “sticky spots” in their customer interactions. Then come up with ideas to make the customer experience go from average to awesome.

Teams then share their findings and get feedback from the other groups.

Finally, we let attendees take on the role of customer. With Marc acting as the vendor, attendees come up on stage and try their best to overcome “bad service” and “poorly trained staff” in an effort to get satisfaction. All while being cheered on by their colleagues.

This workshop is designed for groups that are seeking real change and want to leave with the tools to make it happen.

CUSTOMIZED AND CONFIDENTIAL

The content of this workshop can be tailored to your specific industry or organization. This workshop may involve industry specific stories and examples. All ideas, concepts and industry practices are shared at the willingness of participants and are confidential. No information is shared outside the workshop.

Think an upset customer is one you’re about to lose? Marc Gordon says this could be your chance to create a customer for life.

Contrary to common belief, most upset customers don’t want to buy elsewhere. If they wanted to, they would already be gone. In most cases, their emotions are the result of not feeling valued or appreciated. And this creates an exceptional opportunity for you to demonstrate that you’re a customer driven organization.

The challenge for many organizations is knowing how to make that happen. Which can lead to inconsistent communication, unfair policies, and confused staff. And of course, an unsatisfied customer.

In this presentation, Marc brings his brand of humor and storytelling to show how to reestablish a healthy customer relationship without having to overcompensate.

Attendees will 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 an ideal outcome. For everyone.

Marc will also share strategies to deflate emotional situations and keep everyone focused on the solution rather than the problem.

KEY TAKEAWAYS:

• Discover the three goals of any successful customer service program.
• Learn how to take control of conversations without being aggressive.
• Why apologizing less can make for a better situation.
• Master the use of emotional and functional tasks to quickly solve any issue.
• Why unhappy customer can bring your company greater success.
• Learn ways to identify and prevent issues that become recurring headaches for customers.

WHO SHOULD ATTEND:

• Customer service managers
• Internal and external communications coordinators
• Customer service policy makers

Learn how to use communication techniques and service policies to turn upset customers into happy and more loyal ones, even if they didn’t get the outcome they hoped for.