ABOUT THE EPISODE
If you want a fantastic read to inspire your Customer Experience journey, look no further than Dr Mark Colgate’s Science of Service. A great read that is anchored in science and research not one hit wonders. With fun analogies, he explores some of the salient themes from his book including the 3Rs framework including the importance of Reliability and consistency, keeping your core promise. He discusses the importance of excellence, coaching and accountability as levers for Customer Experience. If you haven’t yet picked up his book, I highly recommend reading it!
ABOUT THE GUEST
Mark Colgate is an award-winning Professor of Service Excellence at the University of Victoria, Gustavson School of Business. He is also a regular professor at the China European Business School in Shanghai, the leading business school in China, and has taught in Ireland, New Zealand, and Australia. Mark’s primary research areas are service excellence and coaching and he’s known for his passion for excellent customer service and his innovative teaching style. Mark has consulted for many service organizations including the Commonwealth Bank of Australia, TELUS, the Bank of Ireland, the Bank of New Zealand, Kiwi Experience, Sony, Toyota, Enerco and Whistler Blackcomb.