selling happiness customer experience presentation

Some people like to say that customer loyalty is dead. That everything has become commoditized, with anything we want just a click away and delivered the next day – or sooner.

Marc Gordon doesn’t believe it. And neither should you. The truth is, customer loyalty has not changed. Customers have always wanted the same thing: convenience, value, to be appreciated, and to be listened to. And these expectations haven’t changed in a hundred years. The only difference now is that they are more vocal about it and less hesitant to take their business elsewhere.

In this entertaining presentation, Marc will dispel some of the biggest customer loyalty myths. Using stories and humour, he will explain why most companies that try to wow their customers are wasting their time. He will share what customers really want, and how easy it can be to give it to them. And most importantly, Marc will demonstrate the steps to delivering relevant and memorable experiences that create happy customers who keep coming back.

Delivered with Marc’s trademark high energy style and humour, this presentation draws on the audience’s own everyday experiences, such as buying a morning coffee, taking Uber, self-serve checkouts, and being on hold with the phone company.

This presentation is essential for any industry that has paying customers, competition, and is dependent on repeat business. The content is relevant to all levels of management and front-end staff.

Key Takeaways

  • Learn why customers are naturally loyal, saving you time and money trying to WOW them.
  • Discover the three influencers that affect people’s ideas and opinions about products, services, and companies ­– and how you can leverage them for success.
  • The number one reason customers don’t come back – and how to avoid it
  • Find out how to use marketing to manage expectations so your customers are always happy with what you provide.
  • How to create customer service policies that make your customers happy while bringing in more revenue.
creating customer experiences through social media

There was a time when social media was a place where companies could enjoy friendly – and profitable – interactions with their customers. Product photos were shared, video testimonials were posted, and customers eagerly waited for their favourite brands to make witty comments and special offers. Those were good times.

Today however, social media has become a tool for social change and personal causes. Companies are being publicly shamed for the actions of their employees. Boycotts are being called for a company’s political affiliations. And personal data is being breached and sold to the highest bidder. This is today’s world of social media.

So what can companies do when all they want is to build interest and generate sales? Organic reach is virtually non-existent. And paid ads get little notice. Some executives have questioned if there’s any point for their company to even be on social media.

In this presentation, Marc pulls back the curtain, exposing what motivates people to share and inspires them to react. Attendees will learn how to create social media strategies that resonate in today’s world. They will be able to make informed decisions about what platforms to use and how to measure success.

Key Takeaways

  • How to turn customers into social media advocates for your brand.
  • How to become part of the conversation by understanding what motivates people to share experiences with each other.
  • Creating realistic social media marketing goals so you know what success looks like.
  • How to interpret social media ROI so you can create more effective campaigns.
  • The answer to the question “Can companies be social?” and how it will help your company be authentic and credible.
  • Have nothing to say? How to know if social media is the right marketing tool for your business.

Successful companies must be able to accomplish three key tasks: provide a product the market wants, make the process of purchasing it an exceptional experience, and continually remind everyone of the first two.

This is where branding comes in. More than just a logo and packaging, a brand is a reputation built by delivering the same experience over and over. It’s a trust that’s built by fulfilling the claims made by marketing. Successful brands like Apple and Lexus have created experiences that earn our trust. Brands like Enron and Facebook have lost it.

Marketing is simply images that trigger memories and emotions related to that company. They can inspire, entertain, annoy, or make us feel nothing at all.

In this presentation, you will learn how marketing can build relationships by creating experiences even before any transaction has been made. This means that by the time the customer is ready to buy, they are already a fan.

Key Takeaways

  • Learn what a brand really is and how it can impact your relationship with your customers
  • Discover how to find your purpose so customers know why they should do business with you
  • How to use storytelling to build your brand and capture the interest of your market
  • How to create synergy between marketing and service to create memorable experiences customer will come back for
  • The two types of connections your customers can have with your company and which one will encourage loyalty