Marc Gordon

Branding, Marketing and Customer Experience Expert

Marc Gordon is a marketing and customer experience expert. He has been referred to as “Canada’s Marketing Superstar” by the Oprah Winfrey Network and regularly appears on television and radio to provide feedback and opinions on current business news.

Since 2003, Marc has studied, written and spoken about how companies can cultivate or ruin relationships as the result of how they communicate through marketing and customer service. Marc Gordon travels all over the world to train and educate organizations in the art of using customer service in tandem with marketing. His clients include Canada Post, The Canadian Securities Exchange, Johnson & Johnson, and presidents and CEOs of Fortune 500 companies.

His article series, High 5 For Business, is the number one syndicated business column in the world, appearing in over 300 trade and business publications in six countries. In addition to being listed as one of the Top 100 Marketing Experts to Follow on Twitter, Gordon is also a regularly quoted expert, having been featured in the Toronto Star, Globe and Mail, The National Post, Rogers Media and the CBC. Delivering knowledge and insight, Gordon’s true talent lies in understanding how people react to marketing messages. With over 25 years honing his marketing skills for both his own company and those of his clients, Gordon has become one of the leading authorities on relationship building for business.

In his presentations, Marc Gordon combines real world examples with his own knowledge and experience to deliver content that is thought provoking, relevant, and engaging. Bringing a life’s worth of experience, Gordon’s first steps into entrepreneurship began at the age of eleven as a victim of relentless bullying. By painting Dungeons and Dragons figurines for the students in his class, he learned how people’s behaviour and attitudes can change if they see value in what they purchase. This was a lesson he would remember throughout his career

At the age of 16, Marc Gordon was back in business for himself. Over the next 8 years he imported collectible model cars, had his own clothing line, and even sold lingerie to escorts and strippers. During that time he would see his businesses grow faster than he could handle, stumble due to economic conditions or get squeezed out by aggressive competitors. In 1994, unemployed and with no job prospects, Gordon invested $2,500 in a gold plating machine and started GoldPro Canada. In that first year, operating out of his parent’s basement, sales totalled just $4,000. However by 2000, the company had grown into a multi million dollar manufacturer and distributor of automotive equipment and accessories, servicing over 2,400 car dealerships and body shops across Canada.

In 2003, after emotional and physical burnout, Marc Gordon sold GoldPro for seven figures. Owning virtually no inventory or capital equipment, the high value of his company was based on GoldPro’s name, distribution network, brands, and web presence. This was a testament to Marc’s skills as a marketer. After taking a year off, Gordon started Fourword Marketing as a way to provide the marketing and consulting services he wished were available to him when he was starting out.

Fourword specializes in developing and executing marketing programs for companies ranging from startups to public companies in dozens of different industries. Fourword’s list of services include web design, print production, promotional campaigns, and public relations. Marc Gordon is an active participant and volunteer in a number of organizations and educational symposiums that provide free marketing tools and management experience to new entrepreneurs.

Marc Gordon’s approachable style and industry knowledge have made him a sought after source for media outlets looking for opinions on business trends and events in the areas of marketing, social media, and customer service.

 

Topic Presentations

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 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 featuring lots of stories and humour.

Leave this presentation knowing:


  • The difference between selling products and creating experiences

  • Why quality and price are not motivating factors – even when customers say otherwise

  • How your story can be the foundation of a strong brand

  • Understanding your company’s values and effectively presenting them to your market

  • The role of marketing in building a brand

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.

Leave this presentation knowing:


  • What motivates people to have online relationships with each other – and businesses

  • Why most companies mistakenly believe they are succeeding at social media

  • The answer to the question “Can companies be social?”

  • How businesses can leverage people’s desire to post reviews and share experiences

  • Find out if social media is something your business should even be doing at all

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.

KEY TAKEAWAYS


  • 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 issu

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.

Key takeaways:


  • How we are genetically wired to believe advertising messages

  • Three reasons your business needs to advertise

  • Why your customers want to see advertising – even if they say they don’t

  • Three revolutionary steps in creating strategic advertising campaigns that work

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.

KEY TAKEAWAYS:


  • 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

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Language Spoken

English

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Toronto, Ontario

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