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Keynote SpeakerMarc Gordon

Internationally Recognized Customer Experience Professional

Marc is an internationally recognized customer experience professional. Appearing on television, radio, and in print, he is regularly interviewed for his opinions and expertise on topics ranging from customer service to social media. He has been called a “marketing superstar” by the Oprah Winfrey Network. As a speaker, Marc’s goal... Read more

Topics

Popular Talks

No Apologies Needed: How to turn upset customers into loyal fans.
The AI Experience: How to avoid costly mistakes when using AI for customer service.
Selling Happiness: How to create customer experiences that inspire loyalty and increase sales

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Biography

As a speaker, Marc’s goal is to empower your audience to create and deliver experiences that inspire customer loyalty and increase sales—while at the same time reducing employee stress and boosting morale. By applying the science of human behaviour alongside proven business concepts, Marc shows organizations how to combine service, support, and communication to create cost-effective, manageable, and fulfilling customer experiences.

Over one thousand organizations across more than 40 industries have experienced measurable gains in customer loyalty, sales, and employee productivity by applying Marc’s ideas.

"Marc was amazing. His material was relevant to our industry and his delivery style was warm, engaging, and entertaining. I know all our front-line representatives will perform at a higher level thanks to Marc’s presentation." Preet Bains, Key Accounts Manager, Chanel

"Marc was bang on with his messaging. His presentation was bang on. He said what we needed to hear. He was entertaining and informative and elevated our entire event. We could not have asked for more." Rick Baird, President and CEO, Toshiba Canada

"Marc’s presentation was a welcome addition to our event. His presentation style was refreshing and very entertaining. We received great responses from our team members." Marcy Graham, VP of Sales, Mondelez International

"Before any company starts their journey towards integrating AI, they need to see Marc’s presentation. It’s an essential starting point." Dave Waxman, New Business Development, Allsteam

"What Marc shares is important for every company. You can’t just jump into AI. This presentation gives you a plan for successful implementation." Krishna Chowdhury, Regional Sales Manager, Bell

"Understanding AI means understanding how it can work with existing infrastructure to create a positive outcome. Marc does an amazing job of illustrating this." Zac Rivera, Director - Global Products and Engineering, Calltower

"An insightful and entertaining presentation that gives us a lot to think about. Marc’s understanding of customer experience takes the subject of AI to another level." Lesley Moulas, Sr. Director Technology, Rogers Communications

"A powerful presentation that inspired us to re-examine a number of our customer service policies and procedures. I believe we will be a better company because of it." Rafael Arroyo, Market Manager, Travelocity

"Marc captured the attention and aff ection of our group as soon as he started. Based on an overwhelming “excellent” rating from all in attendance, it is clear to us that Marc’s participation was a key factor in the success of our event." Janet Shang, Senior Product Manager, Bausch + Lomb

"Marc’s ability to energize an audience was felt as soon as he hit the stage. His energy, story telling, and clarity helped drive home key concepts. The response was overwhelmingly positive." Richard Carleton, CEO,The Canadian Securities Exchange

Popular Talks by Marc Gordon

No Apologies Needed: How to turn upset customers into loyal fans.
No matter how much you try, sometimes things won’t go right—and this can result in an unhappy customer. Organizations show their true colours when they deal with unhappy customers. Company culture, employee training, and policies all contribute to the outcome of such situations. In this presentation, Marc...
No matter how much you try, sometimes things won’t go right—and this can result in an unhappy customer. Organizations show their true colours when they deal with unhappy customers. Company culture, employee training, and policies all contribute to the outcome of such situations. 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 also shares strategies to defuse emotional situations and keep everyone focused on the solution rather than the problem.

Delivered with Marc’s brand of humour and storytelling, this presentation is designed for management, customer service staff, and anyone who 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.
- How to avoid common pitfalls that result in employees getting stressed and customers leaving angry.
- 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.
- Why being contacted by an unhappy customer can bring your company greater success.
- Learn ways to identify and prevent issues that become recurring headaches for customers.
The AI Experience: How to avoid costly mistakes when using AI for customer service.
Is AI ready to deliver better customer experiences?
The question should be: Are your customers ready for experiences delivered by AI?

Companies from all industries are looking to AI to streamline their interactions with customers. From order processing and technical support to...
Is AI ready to deliver better customer experiences?
The question should be: Are your customers ready for experiences delivered by AI?

Companies from all industries are looking to AI to streamline their interactions with customers. From order processing and technical support to product information and customer service, there is a belief that AI can replace humans—and save money at the same time. But we know that what AI brings in speed and efficiency, it lacks in understanding and empathy. And this often results in customers becoming frustrated, compelling them to seek out your competitors.

Staff who see their jobs at risk from AI also tend to be less productive and more stressed—often resulting in poor customer service and a higher cost per call. In this presentation, Marc provides ideas and strategies to help any organization understand how AI can deliver more positive customer experiences, keep staff motivated, and improve efficiencies. Sharing real-world examples along with his innovative approach to customer experience, Marc brings a practical perspective delivered through entertaining stories and observations.

KEY TAKEAWAYS
- Discover how AI can strengthen—or ruin—customer experiences.
- See real-world examples of how AI has impacted customer service.
- Learn the strategies that will make AI a success for your organization.
- Discover how AI can help your staff deliver better service and become more efficient.
Selling Happiness: How to create customer experiences that inspire loyalty and increase sales
Services can be copied. Products can be replicated. The only thing that truly defines a company is the experience it delivers to every customer. The most successful companies know that customer experience is the most impactful trait that leads to long-term success. On average, companies that focus...
Services can be copied. Products can be replicated. The only thing that truly defines a company is the experience it delivers to every customer. The most successful companies know that customer experience is the most impactful trait that leads to long-term success. On average, companies that focus on customer experience see an 80 percent increase in revenue.

The question is where to start. Simply trying to wow customers can be expensive and use up valuable resources. The fact is that consistently delivering fulfilling customer experiences doesn’t have to be difficult or expensive. And when done right, the results are greater customer loyalty, higher sales, and lower costs.

In this entertaining presentation, Marc shows you what it takes to become a customer experience champion. Using real-world stories and innovative strategies, he will reveal what your customers really want and how easy it is to provide it. Attendees will be able to immediately start delivering experiences that build stronger, healthier customer relationships.

KEY TAKEAWAYS
- The three secrets to delivering experiences that keep customers coming back – in any industry.
- Why providing great customer service should be a last resort – and what you really need to focus on.
- Know what your customers are thinking and how to respond in a way that wins trust.
- Why exceeding customer expectations could be hurting your business.
- What every customer wants, even if they don’t know it.