Need to increase your

Customer Engagement

Employee Engagement




Alhassan Elbarasse

Carol’s work with us was always top notch. I always felt comfortable allowing her to speak to senior management. Her ideas were always exactly what we needed, even when we didn’t know at first what we needed. I would work with Carol again in a heartbeat.


David Sand

Carol is a true incentive professional, we have collaborated on global project proposals and are both members of the IMA and SITE two professional associations in the incentive field. Carol is a forward thinker and has developed cutting edge technology that adds value to her clients. Keep Winning Carol.



Thanks!! There is an internal memo regarding the service of your business and how great you have treated us. I was happy to reinforce the memo to fellow colleagues. Thanks for your assistance, Richard.



…I wanted to thank you for your patience, time and of course, Tim Horton’s coupons at Christmas. I enjoyed working with you and your wonderful staff. …I was worried when Lynn left on mat leave. I couldn’t picture you finding a replacement that was as capable, as outgoing and as dedicated as her. But, you found Arlene, who is a real treasure. She has just been so wonderful, fun and just a delight to work with. Beverley.


Norma Jean Knollenberg

Carol Wain is a very organized, detail oriented executive with a keen sense of customer service for her clients. She is very knowledgeable about the many facets of the incentive marketplace. Carol is also a great humanitarian. Norma Jean Knollenberg.

“The 5 New Ps to Marketing are People, Passion, Personality, Purpose and Platform” ~ Carol Wain


Your job is to get the most out of the people who matter to your business – your employees, customers, strategic partners, vendors, partners, lenders, advisors and/or supporters.

You are constantly challenged to do more with less and one of your biggest issues is that you are being squeezed from all sides.

Everywhere you turn you run into demands – demands which continue to increase. The pressure is coming from top to bottom, bottom to top and from all sides and you are looking for ways to relieve the pressure before something explodes or implodes.
We help you with these challenges.

We are Marquee Incentives – a full-service incentive company lead by Entrepreneur of the Year, Carol Wain.
We are all about two things:

  1. People – understanding what people want, what people actually need, what makes people act and what causes people to be inspired and eager to support one business over another, one initiative over another and one campaign over another.
  2. Profit – creating ways to inspire people to contribute to the success of the business.

We are part of World Incentive Network (WIN) along with Marquee Experiences, Marquee Marketing and Marquee Events. We work with business leaders from the Board of Directors to Senior Middle Managers in companies who genuinely care about people as well as profit.
At Marquee Incentives, we look at your business from the outside in and from the inside out.  We look for gaps between…


“If you want a great Customer Experience your Employee Experience must be greater” ~ Carol Wain


Your employees don’t give you their all and many are doing just enough to keep themselves employed. Did you know 70% of employees are disengaged and __% are looking for a new job? Your employees are push back when you create a new initiative. Did you know 70% of initiatives fail? Improve your employee experience – communicate better, hire better, train better, support better, remove barriers, seek input, recognize and reward more, and give more challenges and opportunities to excel and grow – and your customer experience and profit will improve too.


Your customers demand more than ever before and they have the power of the internet at their fingertips which they use before making a purchase. Did you know that __% of the sales cycle is complete before prospects connect with you? Marketing is now in the hands of customers too. Customers share experiences, opinions, photos, videos, deals and promotions. Did you know ____ % of customers prefer the advice of strangers to your marketing messages? Customer loyalty is dead – or is it? Improve your customer experience to differentiate your business and profit.

Strategic Partners

One of the best ways to grow your business is through strategic alliances or joint ventures (JV) – provided the partnership is well-aligned. Did you know 70% of initiatives fail? A JV can take many forms – from the creation of a company to create and promote a new product to a marketing arrangement or a reseller agreement. It seems like every growth business is looking for strategic partners and herein lies the problem — too many people selling too many products. Effort, training and mind-share are diluted. Be strategic when you add partners and ensure alignment to improve your profit.

“The secret to attracting and retaining great people is to have a strong vision, purpose, core values and personality which are communicated often and used to guide decisions every day.” ~ Carol Wain


You are a business leader with the responsibility and authority to improve your business performance and you are looking for assistance to:


You are in growth mode. Your goal is to grow your business by 10x or more. You know how tricky it is to add exponentially to your business – leadership, employees, customers, resources, infrastructure, finances, policies, processes all need to be in alignment so the growth is as painless as possible.


You are experiencing a bit of a blip – sales are down, profit is being eroded, employees are unhappy, customers are leaving, competition has come on strong or there is a disruption in your industry. You need to do something quickly to get back on track.


Your business has taken quite a hit. The little blip turned into a big problem because the decisions you made and actions you took weren’t enough to turn things around. Your business may not be around in a year or so without drastic and decisive action. You’re not yet at the stage where your lenders put you in workout but you are heading there and you are determined to turn things around now.

Carol has created a number of brands within World Incentive Network (WIN) which help business leaders to grow their business, improve their business relationships and create a more sustainable, transformational, attractive and resourceful business.

Whether you need help to:

  • Find better people for your business
  • Retain great people
  • Increase your sales
  • Lower your expenses
  • Improve your productivity
  • Inspire more innovation
  • Expand your reach or
  • Show appreciation to those who contribute to your success

…you will find ways to do this with one or more of the World Incentive Network and Carol Wain International brands.

Carol and her team are specialists in leadership, culture, M&A, customer experience, employee engagement, finance, marketing, operations and turnarounds are available to assist as needed.

You are:

  • Open to new ideas, new possibilities, new ways of doing things
  • A people person – you know that people make or break your business
  • Looking for long-term and short-term strategies and tactics to grow a sustainable, profitable business
  • Fair, respectful, reasonable and respected by your peers, employees, customers, partners and supporters

“Your Brand is Your Customer Experience” ~ Carol Wain



Customer Experience Analysis

We check you out as if we were a customer. We test your employees in person, on the phone, by email and on social media. We navigate your website. We check out your competition. We look for red flags why we shouldn’t do business with you and reasons why we should.

Customer Experience Improvement Plan

After doing a customer experience analysis to understand where you are now – your “here” and where you want to be – your “there” – we work with you to improve your customer experience. We look at how you can improve the moments of truth throughout the customer journey. We help you find ways to add more value and reduce friction. Depending on your need, we can create and implement a voice of customer program, a customer loyalty program, customer appreciation events and we can train your team. We establish Key Performance Indicators (KPIs) and we monitor them, readjusting along the way.


Employee Experience Analysis

We find out what it’s like to be your employee – from casual discussions with front-line workers while posing as a customer to using a proprietary culture analysis you will know what your employees really think about their role in your business, their supervisor’s skills and what they need to do a better job.

Employee Engagement and Reward Plan

After doing an Employee Experience Analysis to understand where you are now – your “here” and where you want to be – your “there” – we work with you to improve your employee experience. We help you to identify policies, procedures, systems and people which hinder the ability to do great work. We help you to find areas of change to inspire your employees to give you more discretionary effort more often. Depending on your need, we can create an employee recognition and rewards program, safety recognition and reward program, innovation and efficiency recognition and reward program, and/or attendance recognition and reward program. We can also provide leadership training, employee appreciation events and incentive programs.

Strategic Partner Analysis

We check you out as if we are interested in become a strategic partner. What is your reputation like? What value do you provide? Where are you positioned? Who do you align yourself with? How attractive are you? Then we look at who you are already aligned with. Who are your A-list, B-list and F-list partners (your profitable and valuable partners, your less profitable or less valuable partners and your unprofitable, difficult or underperforming partners.) We help you identify strategic partners who could become A-list partners.

Strategic Partner Engagement and Incentive Plan

After doing a Strategic Partner Analysis to understand where you are now – your “here” and where you want to be – your “there” – we work with you to create more valuable and profitable strategic partnerships. We look for ways to better the relationship you have with your partners, add more value to them and to show you how to become an invaluable partner by helping your partners achieve success. Depending on your need, we can broker joint venture deals for you to add strategic partners, create and administer sales incentive programs, create strategic partner appreciation events and/or work with you to gain more mindshare and heart-share (engagement) with all your strategic partners.

Marketing Plans and Tools

Two statements that help you understand how people impact your profit are: “Customer Experience is in every business decision” and “Every touch point a customer has with your business – indirectly and directly – is marketing.” Your employees are delivering a customer experience with each decision they make and so are you. When your brand promise and marketing messages are not in alignment with your customer experience, customers complain and they leave you. Our sister, Marquee Marketing helps travel, tourism and hospitality businesses to align their marketing with their customer experience and to use effective marketing tools to share their story. If your marketing needs a tweak or an overhaul – even if you are not in travel, tourism or hospitality – we can arrange to have the marketing specialists help you.

Incentive, Loyalty and Recognition Rewards

Incentive programs, loyalty programs and recognition programs can be excellent tools to help you take your business to the next level. They can provide an extra boost to “Add a Zero”, “Stop the Bleed”, or “Find a Way” by tapping into the potential of people and their discretionary effort.  They work because they give the audience a reason to do what you’d like them to do – there is recognition for effort and a reward for doing what you want them to do. At Marquee Incentives we want your vision and purpose to come to life. We want you to achieve your goals and make a difference in the lives of those who support you. We want you to be profitable. We want you to be around in 5, 10 or 50 years from now. We want your customers to love you. We want your employees to come to work excited about their role and how they can achieve their own success. We want your strategic partners to be highly profitable because of their alliance with you. To do all of this, we help you to understand where you are, where you want to be and how incentive, recognition and loyalty programs can help. Rewards are an important part of those programs – everyone wants to know “What can I get if I do that?” We make sure the rewards they can get are desirable. Our rewards include group travel rewards, appreciation events, individual travel rewards, brand name merchandise, experiential rewards, digital rewards, gift cards and concierge rewards around the world. From music downloads to a once-in-a-lifetime trip we have you covered.

“The only true differentiator between competitors is the experience they provide” ~ Carol Wain


Group Travel

Individual Travel

Experiential Rewards

Brand Name Merchandise

Gift Cards

Digital Rewards

Concierge Rewards

Appreciation Events


Leadership Reinvention

The Reinvention Show ( is the one and only show that inspires, educates and entertains you on your journey to reinvention.  In this week’s show Carol Wain, host, collaborates with The Reinvention Show Resident Expert, Stephen Hobbs and special guest Marc Levine  to talk about Leadership Reinvention. Leadership Reinvention …. Watch the show to find […]

The post Leadership Reinvention appeared first on The Reinvention Show.

Travel — One of the Best Reinvention Tools

What is it about traveling to far off destinations that is so ingrained in our humanity?  From the beginning of time, our species has traveled to populate the planet.  Later, explorers set off to discover “new worlds” and today travelling from one continent to another can be achieved in less than a day.  But why do we travel?  Many of us travel for business and although it may seem glamorous to be in Monterrey, Montreal and Montreux in the same month, this isn’t the type of travel I’m talking about. I’m talking about the type of travel where you come back a “new person”.  Travel where you’ve rejuvenated your mind, your body and your soul.  Travel where you experienced new cultures, new foods and new ways of doing things.  Travel where you leave your comfort zone and stretch yourself and travel where you witness innovation and ingenuity, which inspires you […]

The post Travel — One of the Best Reinvention Tools appeared first on Carol Wain.

F.O.R.C.E. Formula – Create More Profit and Time Off in Your Business

The F.O.R.C.E. Formula™ is all about creating more profit from your current success. It covers 5 areas of your business F = Foundation O = Operations R = Reach C = Customer Experience E = Employee Experience   Foundation – Are You and Your Business Aligned? In my 18 years of hands-on experience as an entrepreneur who specializes in performance improvement and engagement, the success of a business comes from an important place – the “Inner You”.  You can achieve a level of success without paying attention to the “inner you”.  However, if you are not in alignment with your business at the core of who you are – what your core values are, what your ideal lifestyle looks like and your passions and purpose,  at some point you WILL get stuck.  Some people get stuck getting out of the gate, others get stuck when outside factors test them beyond their “unconscious […]

The post F.O.R.C.E. Formula – Create More Profit and Time Off in Your Business appeared first on Carol Wain.

What is a S.T.A.R. Reinvention?

People ask me all the time “What is the difference between reinvention and adaptation?” and my answer is that adaptation is like a chameleon whereas reinvention is like a caterpillar. The chameleon adapts and changes according to its surroundings yet you always recognize it as a chameleon.  On the other hand, the caterpillar is unrecognizable when it becomes a butterfly. Reinvention is the same — you don’t just adapt, your reinvention process makes you unrecognizable to those who knew you or your business beforehand. For those who choose to reinvent their health, the physical changes will be like night and day.  When someone leaves a dysfunctional relationship, you will notice a huge change in the person physically, emotionally and mentally.  For business owners who reinvent their business — their business model, product line, service standards, corporate culture, marketing strategies or operations, the change is obvious to everyone. So why do […]

The post What is a S.T.A.R. Reinvention? appeared first on Carol Wain.

How to Win The Hearts of Your Customers and Employees

Learn a Customer Experience and Employee Engagement Lesson (While also learning about great PR!) WestJet knocks one out of the park for its customers and its employees! Check out the video and see what elements you can do in your own business to improve your customer experience and employee engagement.  We don’t all have the budgets or the networks to pull off what WestJet did — however, we can all do something special with our employees to make the day of our customers.   By including the employees, they had a lot of fun, yet imagine the trickle effect throughout the whole company. So, my challenge to you for 2014, is what can YOU do in your company to strengthen both customer engagement and employee engagement?  Tell me below in the comments.  I’d love to hear from you! Find out how to Reinvent Your Business by subscribing to our newsletter, […]

The post How to Win The Hearts of Your Customers and Employees appeared first on Carol Wain.