Marc Gordon

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

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 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.

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?”