Moments of Power: Design World Class Customer Experience

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Presenter & author Mark Colgate is the Associate Dean of the Gustavson School Business, University of Victoria.

Understand the psychological principles behind the ‘Moments of Power’ and how they can be applied to elevate the service experience. Gain clear knowledge on how to build better relationships, deliver world-class service and sell more effectively.

• Learn what customer research shows around the world and what customers expect from any service interaction
• hear how to receive high likelihood-to-recommend scores and what it means for an organization
• Understand the correlation between high likelihood-to-recommend scores and business success as it relates to sales revenue and company valuation

• Appreciate how human psychology applies to service & sales
• Advance your understanding of human interaction, professionally and personally
• Gain confidence in building better relationships to deliver world-class service