Marc Gordon

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.

Sometimes it feels like the world is getting angrier. From social media to news media, from the dinner table to the service counter, people seem to be ready for a fight. Ideas and beliefs that were once shared are now challenged. People with differing views have gone from being inspirational to adversarial.

Whether it’s employees demanding change or customers asking for fairness, many institutions that were once trusted are now seen as dishonest and self-serving.

This situation presents a unique opportunity for your organization. Because as much as people are ready to challenge an establishment, they feel is oppressive, they are even more ready to be embraced by one that makes them feel valued.

This presentation introduces strategies to creating corporate environments that make both customers and employees feel that they are recognized and appreciated.

KEY TAKEAWAYS

• Understand how to effectively communicate – regardless of the person’s beliefs
• How to structure departments and staff to deliver manageable and fulfilling customer experiences
• The three essential parts of the perfect customer experience
• Ways to keep staff motivated and inspired regardless of job or title
• The proven technique to turn any unhappy customer into a loyal ambassador – even if they didn’t receive the outcome they hoped for

Branding is more than just a logo, website or business cards. A brand is your company’s reputation based on the experiences customers have with you. By sharing those experiences with others, your customers have the ability to strengthen or ruin your brand.

While marketing can play an important role in influencing your brand, it is just one piece of the puzzle. It all starts with understanding what kind of company you want to be in and what values you choose to embody. Companies that embrace this concept, convey it through marketing and support it in action will have the best chance of success, regardless of market conditions or competition.

Consumers support brands they believe share the same values as them. They can see a brand as a reflection of what they are, or what they want to be. For them, it can feel like a relationship. The brand provides positive experiences, and the consumer learns to trust the brand to keep those experiences coming.

In this presentation, Marc Gordon will show you how to develop a strong brand from the inside out that turns staff into ambassadors and customers into fans. This presentation uses real-world examples from relevant industries, as well as features lots of stories and humour.

Do you want to build greater awareness for your business in order to increase sales? In this groundbreaking presentation, Gordon shares his proven methods for creating effective advertising campaigns that will capture interest and build sales – while creating a more customer-focused culture for your company.

Has your organization seen the benefits of social media? More sales, increased awareness, viral videos, trending topics, online communities talking about how awesome your products are? For most, the answer is no.

And for the most part, it’s not their fault – or yours. Social media has been one of the most over-hyped marketing tools ever. And while some companies have made the leap from social post to social consciousness, it’s usually been due to luck and timing. And even then, success has been measured in likes and views instead of dollars and cents.

So what’s the problem? Are companies not using social media properly, or is social media just more interested in photos of your lunch, funny dog videos, and Donald Trump’s Twitter account?

In this presentation, Gordon will take everything you thought you knew about tweets, likes, and followers and turn it upside down. Packed with stories, humour, and commentary, he will dispel some of the big marketing myths surrounding social media while providing proven advice for any industry.