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EE096 – Marc Gordon

Marc Gordon is one of the world’s top Customer Experience experts. He has presented on stages around the world.

Marc shows organizations how to create and deliver customer experiences that increase sales and inspire loyalty and works directly with business owners, management teams and front line staff through consulting and workshops, in-person and virtually.

Some topics discussed in this episode:

  • The experience you deliver is the most influential factor that separates you from your competitors. Services can be duplicated, products can be replicated, but the experience you deliver is your own.
  • Why Marc disagrees with the commonly held view of overdelivering on customers expectations
  • Why transactions should be easy, convenient and stress free for your customers and constantly replicated

A book that Marc recommends:

“Shoe Dog” – Phil Knight

Quote:
“Nobody will ever complain that dealing with you was too easy, too convenient and not stressful enough”
Marc Gordon

Exceeding Expectations links:

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How to leave a podcast review:
https://tonywinyard.com/how-to-leave-a-review-for-the-podcast/

Transcript:

(Transcriptions are done using www.otter.ai through a system of artificial intelligence; so every episode contains a few mistakes as AI is not yet perfect for transcribing the human voice. However, it is a very time-consuming process to go through each transcript and correct all the errors. So please accept my apologies for the number of errors, but I hope that these transcripts are useful to you.)

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