Jean-Claude Gagnon
speakertrainer, consultant and company manager - ABC Détail

Jean-Claude Gagnon's conferences and training workshops:

  • Duration: approximately 60 minutes, adaptable.
  • Workshops: 2 to 6 hours, depending on your needs, tailor-made.
  • Conferences and trainings available in French only.
  • A preparatory call is planned to adapt the content of the conference.

The customer before the competitor MD

In a world of price wars where product offerings are often comparable, Jean-Claude Gagnon shows us, with tangible examples, that the combination of a unifying customer promise, a constant concern for employee satisfaction and a high culture of empathy for customers has become the priority strategy for generating growth and profitability. These are the ingredients that create an authentic, non-copyable and loyal customer & employee experience; one that imprints the companies' brand in the minds and hearts of the customers who use it.

This conference is also available in training format.

See all our customer service training courses.

Biography of Jean-Claude Gagnon :

Fellow of the Ordre des Comptables Agréés and Fellow of the Ordre des Administrateurs Agrées, Jean-Claude Gagnon has dedicated his professional career to the growth of businesses, mainly in the retail sector.

In this capacity he was a partner at Malette, Chartered Accountants and then partner in charge of management consulting services at Samson Bélair Deloitte until 1986.

In 1986, Jean-Claude Gagnon acquired a small chain of five (5) shops known as Boutiques Dans un Jardin. As a shareholder, President and CEO, he grew the business to 75 shops under the Parfumerie Dans un Jardin banner.

In 1998, he sold his interest in Dans un Jardin, tried to retire, but soon became a key player in the commercial revolution at the SAQ as advisor to the president and then senior vice-president of sales.

In 2002, the commercial revolution at the SAQ was over and he decided to pursue his work as a growth strategy consultant exclusively in the retail sector: he now has several clients with whom he has achieved successes as impressive as those at the SAQ and Dans un Jardin. Among them are: CAA-Québec, Fédération des coopératives en milieu scolaire (Coopsco), Familiprix, Aéroports de Montréal, Desjardins, Cavavin, Fenplast.

To communicate his passion for retailing, he has also become a sought-after speaker for retailers. Simply and generously, he passes on growth tools that can easily be applied in their stores.


  • Motivation, success and self-improvement
  • Entrepreneurship
  • Coaching and leadership


  • Wireless headset
  • Lectern (for notes and water bottle)
  • Laptop computer
  • Remote control
  • Projector and screen

Interviews with Jean-Claude Gagnon :

What our customers say: