Marc Gordon

Marc Gordon

The Customer Experience Expert, Fourword Marketing

Since 2003, Marc has written and spoken about how companies can cultivate or ruin relationships as the result of how they communicate through marketing and customer service. His clients include Canada Post, The Canadian Securities Exchange, Johnson & Johnson, and presidents and CEOs of Fortune 500 companies.

Selling Happiness: How to Create Great Customer Experiences

Friday, October 26
Time: 8:45 AM to 9:45 AM

Ground-breaking studies over the last 10 years reveal that customer satisfaction and loyalty are not proportional. Loyalty comes from having expectations met on a consistent basis. What’s fascinating is how much influence a business can have on what those expectations are. These studies, combined with research from 30+ different industries, results in a “wake up call for any business that needs customers.” This presentation is ideal for any company or industry that depends on repeat business to succeed. Companies that have applied what they learned from this program have reported a measurable increase in customer satisfaction with lower acquisition and retention costs.

Learning Objectives

  • Explore how providing exceptional customer experience may be hurting your business
  • Discover the three factors that impact expectations – even before a purchase is made
  • Discuss how to manage and influence expectations to attract the right kind of customer
  • Identify ways to effectively provide customer experiences that keep them coming back


Deliver Value to Members and Stakeholders