Marc Gordon

The CX Expert
marcgordon.ca

Why Marc?

Marc will address a well-known theme of Customer Experience: 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! 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.

Check out the incredible speaker line-up to see who will be joining Marc.

Download The Latest Agenda

Agenda Day 2: Main Conference

Tuesday, September 24th, 2019

8:30 AM Selling Happiness: Give Customers What They Need, Not What They Want

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.

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:

+ Appreciate the more giving equals better satisfaction

+ Optimize the Customer Experience curve of happiness

+ Deliver desired and needed experience

11:00 AM Customer Journey Mapping

+ Gain a holistic vision of customer intent

+ Zoom in to granular journey layers to sketch actionable insights