Marketing
Marketing Fundamentals
Customer Experience Management
Using Customer Experience to Grow Your Business
4.6 (54 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
3,779 students enrolled

Using Customer Experience to Grow Your Business

How Delivering a Superior Customer Experience Can Increase Revenue & Business Growth
Highest Rated
4.6 (54 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
3,779 students enrolled
Created by Dianne Denton
Last updated 10/2018
English
English [Auto-generated]
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Using Customer Experience to Grow Your Business
Price: $24.99
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This course includes
  • 2 hours on-demand video
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll learn
  • Understand the customer journey as people discover and engage with a business
  • Immediately impact various parts of the customer journey to improve customer experience.
  • Understand how improving customer experience leads to increased revenue
  • Understand the difference between customer service and customer experience
  • Understand switching costs and the role that brand loyalty plays
  • Understand the impact responses to reviews can have on customer experience and be able to respond effectively to various types of customer reviews.
Requirements
  • There are no special tools or knowledge required.
Description

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

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 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 are constantly lowering prices or offering discounts to attract and retain customers and are looking for ways to differentiate your business beyond competing on price

  • You are spending excessive time and money troubleshooting with reactive customer service

Course sections include:

  • Understanding Customer Experience

  • The Customer Journey

  • Customer Behavior

  • Making an Impact Through Customer Experience

  • Soliciting Feedback

  • Best Practices in Responding to 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
Course content
Expand all 22 lectures 01:58:01
+ – Understanding Customer Experience
3 lectures 09:02

Our initial lecture is an introduction to the course and a review of course objectives   

Introduction to Customer Experience
Preview 02:37

This lecture provides a clear explanation of “Customer Experience” and examples by business type   

What is Customer Experience?
Preview 03:05

This lecture reviews the distinction between Customer Experience and Customer Service   

Customer Service Vs Customer Experience
Preview 03:20
+ – The Customer Journey
3 lectures 12:55

In this lecture, we will use infographics to do an overview of the   customer journey for ecommerce businesses

An Overview of the E-commerce Customer Journey
Preview 03:45

In this lecture, we will use infographics to do an overview of the   customer journey for brick and mortar businesses

An Overview of the Retail Customer Journey
03:52

This lecture covers why it’s important to focus on the customer experience and how it benefits the business.   

Why Focus On Customer Experience?
05:18
+ – Customer Behavior
3 lectures 12:33

In this lecture, we will do a deep dive into switching costs, switching behavior, and the interplay of brand loyalty   

Switching Behavior, Switching Costs & Brand Loyalty
09:37

This brief lecture provides a distinction between Switching Behavior and Product Adoption.   

Product Adoption
01:34

This lecture will recap what we’ve covered so far.

Recap 1
01:22
+ – Making an Impact Through Customer Experience
4 lectures 32:13

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 1)
08:42

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 - Ecommerce (Part 2)
04:29

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.   

Cx Factors You can control - Physical Location
07:14

In this lecture, we will discuss how you can impact factors that are   typically beyond the control of the business.

Influencing Factors Beyond Your Control
11:48
+ – Soliciting Feedback
2 lectures 12:18

This lecture reviews ways to solicit feedback from customers .   

Soliciting Feedback
08:00

This lecture discusses several ways to improve the response rate when   soliciting feedback from customers.

Improving Survey Response
04:18
+ – Best Practices for Review Responses
5 lectures 28:37

This lecture is an introduction to responding to customer reviews.

Responding to Reviews - Introduction
03:16

In this lecture, we will review best practices for responding to positive reviews .

Responding to Positive Reviews
09:38

In this lecture, we will review best practices for responding to neutral reviews .

- Responding to Neutral Reviews
03:58

In this lecture, we will review best practices for responding to negative reviews .

Responding to Negative Reviews
09:54

This lecture will recap what we’ve covered so far.

Recap 2
01:51
+ – Further Improving Your Value to Customers
2 lectures 10:23

This lecture will provide several additional practical tips to improve customer experience .

Additional Tips To Improve Customer Experience
07:34

Course wrap up and challenge!

Wrapping Up
02:49