Selling Happiness: How to create customer experiences that inspire loyalty and drive referrals.

Under promise, over deliver. This is a common theme companies use to win the hearts and minds of their customer. The problem is it doesn’t work.

We know from studies of human behaviour that if you give more than is expected, then more becomes expected. For business, this leads to a cycle of increased transaction costs and eventually customer disappointment. And disappointed customers don’t stick around.

The solution? Understand what your customers truly want, then give it to them, delivered with ease and convenience. That creates happy customers who come back again and again.

If this sounds easy, you’re right. Yet few organizations are doing it, which presents you with an exceptional opportunity.

In this award winning presentation, Marc dispels some of the biggest customer loyalty myths while showing you what really makes customers happy. He demonstrates the fundamental steps for delivering relevant and memorable experiences that inspire customer loyalty.

Delivered with Marc’s high energy style and humour, this presentation is customized for your industry while drawing upon experiences such as buying a morning coffee, taking Uber, and going on a family vacation to Disney.

This presentation is essential for any industry that has paying customers, competition, and is dependent on repeat business.

Key Takeaways

• Find out why customers are naturally loyal and don’t care if you WOW them.
• Discover the three influencers that impact people’s ideas and opinions about products and companies.
• The number one reason customers don’t come back – and how to avoid it.
• Learn how to manage expectations so your customers are always happy with what you provide.

The right side of nice: How to use customer service to solve problems and build relationships.

It has been said that the true test of a relationship is when things go wrong. The same holds true for companies. The time and effort they invest in building relationships with their customers means nothing if they are not attentive when problems arise.

And while this concept might seem obvious, the fact is that customer satisfaction across most industries has dropped to all-time lows. From inadequate resources to lack of interest, companies are failing at helping customers who are having negative experiences.

Studies have shown that customers who receive prompt and attentive care are 60 percent more likely to purchase from that company again, even if the outcome was not what they had originally hoped for. The truth is that customers want to feel valued and appreciated throughout the entire transactional journey. But in problem situations, want to see actions that reflect that.

In this presentation, Marc will demonstrate the impact customer service has on loyalty and its influence in creating experiences. He will introduce new ideas and innovative processes that provide greater customer satisfaction in less time.

Marc uses real world, industry relevant examples and stories to illustrate how customer service can be used as a tool to strengthen customer relationships. He will reveal the two types of tasks that every service representative performs, and how each one impacts the outcome.

He will also share key strategies to help a representative remain professional and effectively deflate any emotional situation, while guiding the customer towards a mutually beneficial outcome.

Delivered with Marc’s high energy style, this presentation is designed for both management, customer service staff, and anyone that has to deal with unhappy customers.

Key Takeaways

• Why customer service must not be confused with customer experience
• How to avoid the three reasons most companies fail at customer service
• Find out the untold, real purpose of customer service
• The three goals of any successful customer service program must accomplish.
• Learn what your customers really want from you when they have a problem
• Strategies to keep your staff sane and customers happy

Marc is the internationally recognized authority in the field of customer experience. He works with companies who understand the importance of creating exceptional experiences that cultivate relationships and build loyalty.

Marc has consulted and provided marketing services for some of the world’s most respected organizations and has also spoken on stages from Toronto to Tehran and from Montreal to Miami.

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, Toys R Us, the NRA, and Starbucks.

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. And his YouTube channel, marctv.net, has been rated as one of the top 50 channels for small business.

As a speaker, Marc brings fresh insight and sensible ideas, delivered in his trademark high energy style. His presentations have been called “powerful”, “a game changer”, and “the best choice to start or finish any conference”.

Marc is also the founder of a marketing and consultancy firm that works directly with companies seeking a competitive edge. Working with both management and front-line workers, he helps implement marketing and customer service strategies the deliver exceptional customer experiences while making the most efficient use of resources. Past clients have included Bausch & Lomb, Toyota, Mondelez International, Johnson & Johnson, many non-profit associations, and dozens of small businesses.