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

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

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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 memorable.

Selling Happiness 2.0

How to create customer experiences online or in-person 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
  • Discover why your competitor’s unhappy customers may be reluctant to leave, and how you can effectively welcome them
  • 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
  • Discover how being honest with your customers can sometimes be the worst thing – for both you and them
  • Learn how virtually every employee in your company is strengthening or weakening your customer relationships, and what you can do about it

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
  • 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
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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