Why Oprah's "Customer Service Superstar" Says Stop Overdelivering w/ Marc Gordon

What if the secret to customer loyalty isn't going above and beyond, but simply doing exactly what you said you would? We sit down with Marc Gordon, an internationally recognized customer experience expert dubbed "Canada's customer service superstar" by the Oprah Winfrey Network, to break down what drives customer behaviour and why so much conventional wisdom on the subject is wrong. In this episode, you'll learn the real difference between customer care, customer support, and customer service (and why most people use these terms incorrectly), why "underpromise and overdeliver" can quietly backfire on your business, and how independent retailers can compete with big box stores without competing on price. You'll also hear why frontline staff like warehouse and back-of-store workers can make or break the entire customer experience, and how technology should (and shouldn't) be used to keep the human element in the equation. If you care about customer loyalty, staff culture, competing with big box retailers, and building trust with your customers, this conversation is worth your time. Enjoy the show! Links: Supply-Build Canada: https://supplybuild.ca/ Marc Gordon: https://www.linkedin.com/in/marcgordondotca/ Website: https://marcgordon.ca/ Sponsor info: This episode of Across the Yard is brought to you by Falcon Equipment – Ready when you are. Visit www.falconequip.com or contact your nearest branch today. This episode is also brought to you by DeckRite Canada Sundecks – a smarter product for your yard. Learn more at deckritecanada.com