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 can make it difficult for businesses to consistently deliver fulfilling experiences. 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 effort of “wowing” every customer.

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 rewarding customer experiences.

KEY TAKEAWAYS:

• Find out what customer experience really is and how every employee can contribute
• Learn the three traits that start every successful customer experience
• Discover what truly drives customer loyalty (Hint: it doesn’t involve exceeding expectations)
• Find out the single easiest way to deliver experiences that keep customer coming back
• Learn what influences expectations, and how to use that to engage with customers more effectively

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.

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.

CUSTOMIZED AND CONFIDENTIAL
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.

KEY TAKEAWAYS:

• 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

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.

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.

KEY TAKEAWAYS:

• 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
• 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
• 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

WHO SHOULD ATTEND:

Customer service managers
Those who develop internal and external communication and customer service policies

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.

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 need or 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.

KEY TAKEAWAYS:

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

WHO SHOULD ATTEND:

Sales executives
Outside/Inside salespeople
Account managers

Sherpas apply several skills to ensure the wellbeing of their customers. Many of these same skills can help you provide the same for your own customers, leading to greater sales.