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.

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 impacts performance. And how internal culture influences the type of service delivered to customers.

Then we jump to groups where attendees work together to help each other’s companies, or as a team to help their own organization. Using real world situations that are specific to their company and industry, attendees find “sticky spots” in their customer interactions. Then come up with ideas to make things run smooth and stress free.

Teams compare their findings and find out if their co-workers share their perspective.

And 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.

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.

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.