“Moments” by Gerard Tocquer

February 24, 8:30am - 10:00am +07. Hosted at BU Gallery

part of a series on Moments


About the speaker

Dr. Gerard Tocquer is an expert on Services Marketing. He has published International books, case studies and research articles on services. A former Visiting Faculty at the University of Hong Kong, he is today a Distinguished Adjunct Professor at Asian Institute of Technology and Adjunct Professor at the College of Management Mahidol University and at Paris Sorbonne Abu Dhabi University. In his academic and business works, he explored how leading services companies compete on customer experience. For over 30 years, he has conducted executives training seminars in Asia, Europe, Middle-East and North America. Competing on Customers Experience requires a clear understanding of the customer journey. A management of the “moments of truth” i.e. the emotional moments that shape a great customer experience source of loyalty.

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Emotional Moments. How to compete on Customer Experience?

During his talk, Gerald will address the following questions: Why must services firms compete today on customer experience? What is customer experience? The role of emotions. The relationships between Emotional moments and Customers Experience? Why it’s important to decide what experience a brand intend to create for its customers?