THE LIVE
EXPERIENCE

Marc’s innovative ideas in the field of customer experience have inspired hundreds of organizations across three continents to make a paradigm shift in how they interact with customers. In every reported case this has resulted in higher customer satisfaction and increased sales.

In person or virtually, Marc’s presentations are engaging, entertaining, and deliver content that can be applied immediately.

Marc’s virtual presentations:
Big content. Small screen.

The experiences we create are more important than ever. Learn how Marc can deliver a custom online presentation that shows your team how to deliver exceptional customer experiences virtually or in person, in any market place.

test lily zheng

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 next event

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

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

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Accessible. 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.

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Accommodating. 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.

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Professional. As an accomplished speaker, Marc knows where to be and what to do. Sound checks, meeting with planners, staying on schedule… shouldn’t every speaker do these things?

How Marc can add value to your event

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

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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.

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One-to-One sessions. Marc’s most popular offering gives attendees personal consulting time. This is Marc’s most requested service and offers an amazing experience for every attendee.

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Sponsored events. Add value for your sponsors while reducing costs. Marc will participate in custom events or sessions that sponsors can use as marketing and training programs.

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Interaction. 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 interactive.

Selling Happiness

How to create customer experiences that inspire loyalty and drive referrals.

It has become a common belief that in order to win the loyalty of customers, you must continuously exceed their expectations. And anything less is a recipe for failure.

But how can a business exceed customer expectations when each customer’s is unique? Even if they could, doing so puts a huge strain on resources and increases transaction costs. And everyone knows that the more a customer’s expectations are exceeded, the more they will expect.

Now there’s a better way. And it doesn’t involve exceeding expectations. Groundbreaking research shows that gaining customer loyalty is not about business strategies. It’s about human behaviour. How we communicate and make people feel has the greatest impact on what brands they become loyal to.

Not only does this approach work, it saves time, reduces costs, increases sales, and keeps customers coming back. And as a bonus, it also improves employee morale.

In this presentation, Marc delivers insights and strategies that have resulted in a paradigm shift in how companies communicate and service their customers. The processes shared have raised customer satisfaction scores and increased sales for hundreds of companies from multiple industries.

Delivered in Marc’s well known style of storytelling, humour and plain English, his content will empower and inspire attendees to make positive changes that deliver measurable results.

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KEY TAKEAWAYS:

  • How to deliver experiences that are easy and stress free – for both customers and staff
  • Recognizing and reacting to influencers that impact how customer’s view your brand
  • Learn easy techniques to deliver experiences that inspire loyalty and drive referrals
  • Why your competitor’s unhappy customers may not want to leave – and how to win them over
  • Why trying to WOW your customer could be hurting your business
  • The easiest way to win your customer’s loyalty

This presentation is designed for executives and teams who manage customer experience strategies. This presentation can be delivered in person or virtually.

No Apologies Needed

Turning upset customers into happy (and profitable) relationships.

For many companies, an upset customer is seen as a lost sale, a financial hit and the end of a relationship. They believe that unhappy customers are impossible to please, making them a lost cause no longer worth the investment of time or resources.

But what if you could keep a profitable relationship while having that unhappy customer become more loyal than before? Even if they didn’t receive the outcome they were hoping for.

Yes, it is possible. And smart companies have been doing it for years. Countless studies have proven that the loyalty of unhappy customers is not won back through compensation. It is won back by how the company responds to their problem.

In this presentation, Marc will pull back the curtains and share the techniques that he has taught directly to select clients. These techniques will allow your customer service teams to deescalate even the most emotional situations, manage the customer’s issues, and provide a solution that is agreeable to the customer and manageable for the company.

Using real world examples and proven methods, Marc will turn your customer service department into a customer loyalty generator.

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KEY TAKEAWAYS:

  • The true purpose of customer service and how to deliver it

  • The three goals that any successful customer service program must accomplish
  • Discover what your customers really want from you when they have a problem
  • Strategies to keep your staff sane and customers happy
  • How to avoid the pitfalls that cause most companies to fail at customer service

Delivered with his high energy style, this presentation is designed for management, customer service staff, and anyone that has to deal with unhappy customers.

test Rafael Arroyo

A 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
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