Master Customer Experience to Grow Your Customer Base!

Name: Master Customer Experience to Grow Your Customer Base!
Rating: 4.6 (102 reviews)

How Customer Experience (vs. Customer Service) And Customer-centric Pivot Increase Customer Traffic and Revenue

Highest Rated

Created byDianne Denton, MBA

Last updated 7/2025

English

What you'll learn

Understand the customer journey as people discover and engage with your business
Immediately impact key aspects of the customer journey to improve customer experience
Understand the difference between customer service and customer experience
Understand switching costs and the role that customers' brand loyalty plays in customer choice
Understand the impact your responses to reviews have on customer experience and be able to effectively respond to any review
Understand how improving customer experience leads to increased revenue

Course content

7 sections • 22 lectures • 1h 58m total length

Introduction to Customer Experience2:37
Our initial lecture is an introduction to the course and a review of course objectives
What is Customer Experience?3:05
This lecture provides a clear explanation of “Customer Experience” and examples by business type
Customer Service Vs Customer Experience3:20
This lecture reviews the distinction between Customer Experience and Customer Service
Section 1 Quiz

An Overview of the E-commerce Customer Journey3:45
In this lecture, we will use infographics to do an overview of the customer journey for ecommerce businesses
An Overview of the Retail Customer Journey3:52
In this lecture, we will use infographics to do an overview of the customer journey for brick and mortar businesses
Why Focus On Customer Experience?5:18
This lecture covers why it’s important to focus on the customer experience and how it benefits the business.
Section 2 Quiz

Cx Factors You can control - Ecommerce (Part 1)8:42
In this lecture, we will return to the infographics to examine how business owners can impact customer experience along each point in the first half of the e-commerce customer journey. We will also review recent related research.
Cx Factors You can control - Ecommerce (Part 2)4:29
In this lecture, we will return to the infographics to examine how business owners can impact customer experience at each point in the second half of the e- customer journey, and review recent related research.
Cx Factors You can control - Physical Location7:14
In this lecture, we will return to the infographics to examine how business owners can impact customer experience at each point along the brick and mortar/retail customer journey. We will also review recent related research and business examples.
Influencing Factors Beyond Your Control11:48
In this lecture, we will discuss how you can impact factors that are typically beyond the control of the business.
Section 4 quiz

Responding to Reviews - Introduction3:16
This lecture is an introduction to responding to customer reviews.
Responding to Positive Reviews9:38
In this lecture, we will review best practices for responding to positive reviews .
Responding to Neutral Reviews3:58
In this lecture, we will review best practices for responding to neutral reviews .
Responding to Negative Reviews9:54
In this lecture, we will review best practices for responding to negative reviews .
Recap 21:51
This lecture will recap what we’ve covered so far.
Section 6 Quiz

Requirements

Simply a willingness to learn and an interest in improving your customers' experience!

Description

In this course, you’ll see - both through third-party research and specific, real-life business examples - how delivering a superior customer experience can help you increase your revenue and grow your customer base.

This would be a great course for you if:

You are a current business owner – whether you have an ecommerce, brick and mortar, or service business– who is actively seeking ways to improve your customers’ experience
You are an aspiring business owner and want to proactively identify ways to elevate your customers’ experience
You do not believe that providing a superior customer experience can directly benefit your business in terms of higher revenue and greater business growth.
You aren’t sure of the difference between customer service and customer experience
You find that you are continually lowering prices or offering coupons to attract and retain customers, and are looking for ways to differentiate your business beyond competing on price
You’re spending a lot of time and money troubleshooting with reactive customer service

Course sections include:

Understanding Customer Experience
The Difference Between Customer Experience and Customer Service
The Customer Journey
Customer Behavior, Including Brand Loyalty and Switching
3rd Party Research on the Relationship Between Customer Experience and Profits
Making an Impact Through Customer Experience
Soliciting Feedback
Best Practices in Responding to Customer Reviews
Further Improving Your Value to Customers

Who this course is for:

Current business owners (ecommerce, brick and mortar, service) actively seeking ways to improve their customers' experience
Prospective business owners who want to know how they should prepare to offer a superior customer experience
Anyone interested in learning what "customer experience" is and how it can be impacted

Master Customer Experience to Grow Your Customer Base!

What you'll learn

Explore related topics

Course content

Understanding Customer Experience3 lectures • 9min

The Customer Journey3 lectures • 13min

Customer Behavior3 lectures • 13min

Making an Impact Through Customer Experience4 lectures • 32min

Soliciting Feedback2 lectures • 12min

Best Practices for Review Responses5 lectures • 29min

Bonus: Further Improving Your Value to Customers2 lectures • 10min

Requirements

Description

Who this course is for: