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MarketingMarketing FundamentalsCustomer Experience Management

Using Customer Experience to Grow Your Business

How Delivering a Superior Customer Experience Can Increase Revenue & Business Growth
Rating: 4.6 out of 54.6 (78 ratings)
3,848 students
Created by Dianne Denton, MBA
Last updated 11/2021
English
English [Auto]

What you'll learn

  • Understand the customer journey as people discover and engage with your 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 your responses to reviews can have on customer experience and be able to respond effectively to various types of customer reviews.

Requirements

  • Just a willingness to learn and interest in improving your customers' experience!

Description

In this course, you’ll see - both through recent third-party research and specific, real-life 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 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

Instructor

Dianne Denton, MBA
Marketing Consultant & Instructor
Dianne Denton, MBA
  • 4.6 Instructor Rating
  • 78 Reviews
  • 3,848 Students
  • 1 Course

Dianne Denton is a Principal with Serafire Marketing, a provider of outsourced marketing services to businesses worldwide.  Recent clients include GE and Pfizer. 

As a seasoned marketer with extensive management experience with both Fortune 100 corporations and startups, Dianne also writes articles and speaks on various business topics.  She is particularly passionate about customer experience and marketing strategy. Dianne holds an MBA from the University of Chicago’s Booth School of Business.   

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