Marc Gordon
- Change Management
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MARC GORDON BIOGRAPHY
Marc Gordon is an internationally recognized thought leader in the field of customer experience. With over 25 years of marketing and business communications in a number of diverse industries, he has built a reputation for providing impactful methods that increase sales and inspire customer loyalty. Marc’s presentations combine established business practices with the science of human behaviour. This content, combined with his dynamic and entertaining style, have made him a sought after speaker throughout Europe and North America.
As an award winning keynote speaker, Marc Gordon has spoken for some of the world’s most respected companies, including Bausch & Lomb, Hilton Hotels, Chanel, and Microsoft. Marc is the only speaker in his field to have keynoted at the World Management Forum in Tehran, Iran.
When not speaking to organizations, Marc Gordon provides coaching and consulting services to senior executives who are focused on building strong and lasting customer relationships. Since 2015, he has been providing professional guidance to CEOs of firms listed with the Canadian Securities Exchange.
Marc is also the principal owner of a marketing agency, working with companies ranging from start-ups to established firms. Services include media creation, web design, public relations, and promotions.
Prior to his current career, Marc Gordon was the founder and CEO of GoldPro, a manufacturer of automotive equipment. Started at the age of 23 in his parent’s basement, in ten years Marc grew the company to be the largest automotive aftermarket supplier in Canada servicing over 2,400 new car dealers, hundreds of automotive service providers, and manufacturers including Toyota and Kia. He sold the company in 2003.
Regularly featured on television and radio for his opinions, Marc has shared his thoughts on topics that include the boycotting of brands, customer service in the airline industry, and companies such as Sears, Facebook, and Starbucks. Marc has been referred to as “Canada’s marketing superstar” by the Oprah Winfrey Network.
Marc’s syndicated articles appear in over 200 business publications in four countries. He has also been listed as one of the Top 100 Marketing Experts to Follow on Twitter. His YouTube channel, marctv.net, has been rated as one of the top 50 channels for small businesses.
Marc Gordon is an advocate for youth business initiatives. In addition to being a member of the Professional Advisory Committee for Seneca College/York University, he has been a DECA judge. Marc also speaks at schools about entrepreneurship and the art of public speaking.
Marc resides in Toronto with his wife Natalie and their teenage son and daughter.
Videos
Podcasts
Marc Gordon Topic Presentations
selling happiness - how to create customer experiences online or in-person that inspire loyalty and increase sales
- Virtual PresentationKeynote PresentationWorkshop SessionHalf Day TrainingFull Day Training
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 how every employee can contribute
- Learn what influences expectations, and how to use that to engage with customers more effectively
- Find out the single easiest way to deliver experiences that keep customer coming back
- Discover what truly drives customer loyalty (Hint: it doesn’t involve exceeding expectations)
- Learn the three traits that start every successful customer experience
selling like a sherpa - using value and insight to guide customers (and yourself) to success
- Virtual PresentationKeynote PresentationWorkshop SessionHalf Day TrainingFull Day Training
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
- Why turning down a sale can create a customer for life – and more sales
- Learn ways to leverage Customer Experience into a powerful sales tool that can benefit your entire company
- 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
no apologies needed - how to turn negative situations into positive outcomes
- Virtual PresentationKeynote PresentationWorkshop SessionHalf Day TrainingFull Day Training
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 who deals with customers.
the artificial experience - how to use ai to deliver better customer experiences.
- Virtual PresentationKeynote PresentationWorkshop SessionHalf Day TrainingFull Day Training
In just a couple of short years, AI has become an impactful part of our lives. From writing student’s essays to generating lifelike images, AI has become the go-to source for accomplishing both simple and complex tasks.
For businesses, AI presents an exciting opportunity to deliver a more efficient customer experience. Tasks that have always been performed by human beings, such as tech support, order taking, and payment processing, can now be done by AI. For management teams, the idea of being able to reduce costs by terminating staff while delivering better service is a dream come true.
But what about the customer? Are they ready to interact only with a machine? Multiple case studies have shown how AI is far from ready to totally replace humans. Racial biases, hallucinations, and poor recognition can all contribute to a terrible customer experience.
In this presentation, Marc goes beyond the technical jargon, focusing on the strategies and processes to make AI work for any organization. Sharing real-world stories along with his expertise in customer experience, he will give your organization the awareness and understanding to be able to integrate AI in a way that benefits both your staff and your customers.
KEY TAKEAWAYS:
- Discover the three pillars of customer experience and how AI can work within them.
- Find out how other companies have seen success and failure with their own AI programs.
- Learn internal strategies that will help make AI a success for your organization.
- Discover how AI can make your staff deliver better service and become more efficient.
- The answer to the question “Will AI replace all my staff?”
Testimonials
Articles & Media
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How to book Marc Gordon for an event?
Marc Gordon keynote speaker is an expert presenter and has a wide range of experience speaking to a wide variety of audiences and organizations. Marc Gordon delivers keynotes, workshops & training sessions. They may also host or emcee events. Hire Marc Gordon from Toronto, Ontario for your event to inspire the audience to take action and make change in their work and their lives. Your workplace will benefit from our keynote speaker and their keynote talks and speeches will shift the mindsets or behaviours for the audience members in Canada.
Interested in booking Marc Gordon for an event?
Are you looking to hire Marc Gordon for your event? Marc Gordon Toronto, Ontario is a dynamic and engaging speaker that offers audiences researched content paired with expertise and a dynamic speaking ability. Marc Gordon is also a Canadian corporate consultant and coach and facilitates workshops and training sessions for a corporate audience. Marc Gordon is an expert keynote presenter and speaks on wide variety of topics. Hiring a great speaker for your event is important and working with a thought leader like Marc Gordon from Speakers Canada’s roster will engage audiences into the content of the presentation to bring awareness and a fresh perspective for their approach to their work and their lives. Book Marc Gordon to educate, motivate and activate the audience through an interactive and entertaining presentation at corporate meetings and gatherings.
Known as a popular key note speaker in Canada, Marc Gordon creates life changing experiences for the participants with practical insights and strategic advice they can implement right after the session. Working with a one our leading expert speaker like Marc Gordon from Toronto, Ontario offers organizations a fresh perspective to assist the people of the organization. No matter if it is a government, association, or business crowd, Marc Gordon is a perfect speaker for your event. Through unique practical insights for trending topics and years experience speaking to different organizations, Marc Gordon focuses on changing individuals to make better decisions at work and their lives. No matter if you are holding an in person or virtual event, having an influential speaker such as Marc Gordon will engage, motivate, and activate the audience to make a change in their lives and inspire action for results to meet organizational goals. Your workforce will benefit from Marc Gordon’s presentations and speeches, with measurable results set to shift the people of the organization and core direction of the company. Book Marc Gordon speaker for your annual general meeting, conference, summit, or convention in Canada.
How much does it cost to hire Marc Gordon for a keynote presentation or virtual event?
Marc Gordon is an expert professional key note speaker with a lot of experience speaking and delivering engaging talks to organizations and audiences in Canada. Each of Speaker Bureau Canada’s talent have different ways to assess their fees, and Marc Gordon speaker fee ranges depending on the size of the audience, event format (in person or virtual), event location, and if the organization booking them is a non profit, association, government department/government agency or business/corporation. The speakers we work with are flexible with their fees, and it is important for us to learn more about your event before we approach them, as it is our role to work for you, and to help you find a speaker within budget.
Please contact Speakers Bureau of Canada and provide us with your event details so that we can contact Marc Gordon to check availability or confirm the pricing and associated costs to hire a great speaker like Marc Gordon for your event. As Marc Gordon's agent and as a Canadian top speaker bureau and talent agency for speakers, we are able to propose each event opportunity from each host organization’s behalf to try to help you get in touch with Marc Gordon and confirm them for your in person or online meeting/event. We can also provide and advise on the booking process and potentially negotiate their fee. Speakers Canada is a client focused speaker agency, and we work for you in finding good speakers for your team meetings and booking processes.
Marc Gordon Disclaimer
When SBC receives a request to book Marc Gordon we provide you with their speaker fees, travel costs and check their schedules. We work closely with the host organization’s event planning team and the speaker to handle the logistics and to relay or negotiate associated costs. Our talented team members then will work with our talent directly or their agent/manager/assistant to confirm the Canadian speaker fee and travel expenses, so that event planning teams can receive an official quote for the speaker appearing at the event. Speaker fees and travel costs vary per speaker and our role is to contact Marc Gordon about your event, after we have connected with the event organizers to learn all the event details and/or conference program. Each booking request is unique since session durations and audience sizes can vary which may affect the speaker’s fees. If you are looking to hire Marc Gordon, we recommend filling out the booking request form so a booking agent from Speakers Bureau Canada can get in touch with our talent to help you coordinate with your team to engage the speaker for a successful event.