The Live Experience

The Live Experience

Entertaining. Engaging. Inspiring.

Customer experience is one of the most relevant and in-demand topics in business today. Never before have companies appreciated how the experiences they deliver can impact the bottom line. The challenge for many is what to do about it.

Marc Gordon, a customer experience expert and award-winning corporate speaker, uses his brand of entertainment and education to reset conventional thinking. Sharing innovative strategies gathered from years of research, his goal is to inspire and empower audience members to build customer relationships that are fulfilling, manageable, and profitable.

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.

Lily Zheng, CX Week Canada

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Five reasons to have Marc speak at your event

Marc doesn’t do presentations. He delivers performances, combining humour and stories with his energetic stage presence.

Every presentation is customized to your needs. Prior to the event, Marc interviews key personnel to ensure the most relevant content is covered.

The help doesn’t end when the presentation is over. Every attendee gets free access to Marc – for life! They are welcome to reach out to Marc for ideas and advice any time.

Marc will do whatever he can to help create an exceptional experience for your attendees. Need him to participate in a panel discussion? Moderate a session? Just ask.

As an accomplished speaker, Marc knows where to be and what to do. Sound checks, meeting with planners, staying on schedule.

How Marc can add value to your event

Pre-event branded video
A great way to market your event and build excitement. Marc will create custom content letting attendees know what they can look forward to.

Multiple sessions
Have Marc participate in multiple sessions such as fireside chats, breakouts, or panel groups. The best way to get full answers to important questions.

Additional content
Every attendee gets exclusive access to online content that helps them apply Marc’s ideas and processes to their own organization.

Sponsored events
Add value for your sponsors while reducing costs. Sponsors get exclusive access to Marc for custom events.

Let Marc turn the spotlight onto your event. From networking events to greeting attendees at an exhibitor’s booth, he’ll make it fun and memorable.

Marc was wonderful to work with and delivered massive value to our event. He was humble, thought provoking, and full of positive energy. He instantly connected with our audience of the country’s most successful business people. Everyone loved him, he is truly a rainmaker.

Dr. Sepehr Tarverdian, CEO, World Management Forum, Iran

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Selling Happiness

How to create customer experiences 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.

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  • 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
  • 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
  • Learn how to inspire every employee to become a customer service specialist

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.

Selling Happiness: The Live Workshop

Strategies to inspire customer loyalty, build employee morale, and reduce costs.

Ready to find out how to inspire customer loyalty and increase sales while reducing costs? Then this is a workshop you don’t want to miss.

This half-day workshop will show you how to transform your organization into a customer focused, market leader. Delivered with positive energy, real world stories, and lots of interaction, this workshop has proven to be a game changer for any industry.

The first half of the workshop explores the human aspect of what influences people and their buying habits. We cover media, culture, racism, conspiracy theories, and social trends. We also dive into how COVID 19 has impacted society and its beliefs and attitudes. This portion of the workshop has been called “the most important and relevant subject matter that people need to hear.”

The second half takes this newfound knowledge and applies it to the business world. We look at how preconceived ideas can influence customer behaviour. The ideas and lessons shared by Marc often result in a paradigm shift in how attendees do business.

Every attendee gets the opportunity to examine their own organization to see the impact of its policies and culture. This leads to that “ah-ha” moment when they discover how values and resources impact the experiences it delivers.

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

The content of this workshop can be tailored to a specific industry as needed. Every attendee will leave with a deep understanding of how to deliver fulfilling experiences to each customer regardless of beliefs, values, or previous experiences.

This workshop may contain industry specific stories and examples. Ideas, concepts and industry practices are shared at the willingness of participants and are considered confidential.

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  • Find out the secret of why some customers are naturally loyal, while others seem to leave for no reason – and how you can leverage that for success
  • Discover the three influencers that determine people’s ideas and opinions of your company’s products and services
  • Learn the myth and reality of exceeding expectations – and how it can save you time and money
  • Learn the three pillars of customer experience. (It will change how you do business forever)
  • Find out the three traits that make the perfect customer experience ­– and how incredibly effective they are
  • A clear understanding of what changes need to be made within their own company in order to deliver better experiences
This half-day workshop will show you how to transform your organization into a customer focused, market leader.

Discover why some customers are loyal to specific brands, while others seem to drift from one brand to another for no apparent reason. And how you can make that work for you.

The Post Covid Customer

How to deliver positive experiences in a world of changing expectations.

From social distancing and remote working to curbside pickup and hoarding toilet paper, consumer behavior has changed in ways we could never have imagined. And with many industries reopening, businesses are discovering their customers are showing up with a whole new set of expectations.

Personal beliefs about masks, vaccinations, and government can bring unwanted stress to even the simplest of business interactions. Not just for over worked business owners and staff, but for stressed out customers. Add to that rising prices, empty shelves, long wait times, and it’s easy to see how delivering fulfilling and positive experiences can be a challenge.

The Post COVID Customer takes a warm and heartfelt approach to the post pandemic customer experience. During this presentation, Marc illustrates how external influencers and internal beliefs can cause ordinary people to change their behavior. For example, while some take up bread making, others try to shut down government institutions.

Attendees will learn how to deliver manageable and cost-effective experiences that make every customer feel welcome and appreciated. Marc will also share a strategy for dealing with upset customers that is so effective, they will leave satisfied even if they did not get the outcome they were hoping for.

This presentation can be tailored to your industry with real world examples and stories that will resonate with every attendee. An event branded, downloadable, presentation guide is also included for each audience member.

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  • Understand how to effectively communicate with every customer – regardless of their beliefs
  • The proven technique to turn any unhappy customer into a loyal ambassador – even if they didn’t receive the outcome they hoped for
  • The three essential parts of the perfect customer experience
  • How to structure departments and staff to deliver manageable and fulfilling customer experiences
Learn how external influencers and internal beliefs can cause ordinary people to change their behaviour. For example, while some take up bread making, others try to shut down government institutions.

Regardless of how similar or different their beliefs, your customers all share the same human desire to be recognized and valued. Organizations that can relate to them on these terms will experience the greatest long term success.

Selling Like a Sherpa

Using value and insight to guide customers (and yourself) to success.

The sales landscape has changed. Technology has empowered customers to know more about products than the people who sell them. New distribution channels allow customers to side-step the sales process by purchasing direct. And a world-wide pandemic has reduced the opportunities for making in-person connections.

But what has not changed is that people and the companies they work for need help. They have questions that need answering, problems that need fixing, and most importantly, the need to be heard and understood.

Selling Like a Sherpa shows salespeople from any industry how to increase sales by going from selling to servicing. By embracing the professional qualities of Sherpas, the Nepalese people world renowned for their skills in guiding climbers to the top of Mount Everest, anyone can become a superstar salesperson.

Embracing the Sherpa mindset is about understanding what customers want rather than telling them what they need. Then being there for them in a capacity that creates a relationship where the salesperson is seen as an indispensable resource. When done properly and authentically, salespeople will not only sell more with less effort, but learn more about their customers and have greater awareness of the marketplace.

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  • What Sherpas can teach us that can elevate any salesperson, regardless of experience or industry
  • How to provide value in a way that builds customer trust and loyalty
  • The easiest one-step method to increasing sales while delivering greater value
  • Learn ways to leverage Customer Experience into a powerful sales tool that can also benefit your entire company
  • Why turning down a sale can create a customer for life – and more sales

Sherpas apply a number of skills to ensure the wellbeing of their customers. Many of these skills can do the same for your own customers, leading to greater sales.

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 pre-defined 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 staff and anyone that deals with customers.

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  • 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
  • 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

Constantly apologizing to an unhappy customer can sound condescending, often making things worse. Instead, share their frustration and the desire to make things right. If the customer believes you are as focused on resolving things as they are, they will be more cooperative and forgiving.

A very entertaining, yet powerful presentation that made us thoroughly re-examine a number of our customer service policies and procedures. I believe we will be a better company because of it.

Rafael Arroyo, Market Manager, Travelocity