Differentiate Your Business w/ Customer Experience Marketing
4.3 (19 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
4,619 students enrolled
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Differentiate Your Business w/ Customer Experience Marketing

How to Create Massive Customer Loyalty and Profits Using Customer Experience Chain Reactions
4.3 (19 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
4,619 students enrolled
Created by John Weisenberger
Last updated 9/2014
English
Current price: $10 Original price: $20 Discount: 50% off
1 day left at this price!
30-Day Money-Back Guarantee
Includes:
  • 2 hours on-demand video
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • By the end of this course you’ll be able to understand the basics of how your business can use Customer Experience Marketing to attract more new customers plus increase the loyalty of existing customers all while charging premium prices that deliver higher profits.
View Curriculum
Requirements
  • Basic Marketing and Customer Experience Management knowledge is helpful, but not required.
Description

All businesses sell one thing: Reactions!

The Customer Experience emotional reactions you create are your product. And as soon as you begin to see your business as a reaction-creating machine, you’ll begin to think about your business and its marketing differently.

In Differentiate Your Business with Customer Experience Marketing, John Weisenberger will show you how to think differently about the emotional reactions you create in your customers and how to put Customer Experience (CX) Marketing techniques to work in your business to create massive customer loyalty and profits.

In this course you learn how to:

  • Create powerfully differentiated Customer Experiences that your customers will remember and talk about to others
  • Use Customer Experience Marketing (CX Marketing) to quickly change your customer’s perception of your brand
  • Track and measure the Key Process Indicators (KPI) necessary to calculate your CX Marketing Return on Investment (ROI)
  • How to get started today using practical low cost/no cost CX Marketing strategies that don't require big budgets and complicated technologies.

This is a 101 level introductory course intended to expose the student to a broad overview of Customer Experience Marketing in order to prepare for further advanced study in each of the introduced sub-topics.

Who is the target audience?
  • Business Owners/Entrepreneurs plus Marketing and Sales managers interested in broadening their CX Marketing skills.
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Curriculum For This Course
Expand All 10 Lectures Collapse All 10 Lectures 01:48:33
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Introduction
1 Lecture 07:49
  • About the Instructor
  • Is This Your New Normal
  • The Elephant in The Room
  • What You Will Learn in This Course
Preview 07:49
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Lesson #1: Creating Powerful Reactions
2 Lectures 24:55
  • The New Customer Led Economy
  • Why Customer Experience Matters
Preview 12:29

  • Why the Customer's Perception is Always Reality
  • Why Social Media Amplifies Everything
Why the Customer's Perception is Always Reality & Social Media Amplifies Every
12:26
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Lesson #2: All Reactions Begin with You
1 Lecture 06:46

Why All Reactions Begin with You

Why Customer Reactions Must Be Managed

Why All Reaction Are Emotional

Why It's All About Managing Feelings and Expepctations

Why It's All About Delivering Happiness

Understanding Your Role as a Reaction Creator
06:46
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Lesson #3: Practical Customer Experience Marketing
2 Lectures 23:51
  • Practical Customer Experience Marketing Defined
  • The Customer Experience Journey is a Chain of Reactions
  • Customer Journey Moments of Truth
Practical Customer Experience Marketing Explained
15:04

  • First Impressions Matter
  • Online First Impressions
  • Offline First Impressions
  • Practical CX Marketing Tip #1
  • Practical CX Marketing Tip #2
  • Lesson #3 Summary
Why The Customer Experience Journey is a Chain of Reactions
08:47
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Lesson #4: How To Measure the ROI of Your CX Marketing Program
2 Lectures 28:29
  • Voice of the Customer (VoC) Feedback Collection
  • Non-intrusive VoC Collection
  • Simple Website User Feedback Collection
  • Getting Results from Your Feedback
Establishing a Voice of the Customer (VoC) Feedback Process
12:52

  • Know Your Numbers
  • Customer Profitability
  • Customer Lifetime Value
  • Customer Acquisition Cost
  • Net Promoter Score
  • Finding Your Best Fit Metrics
  • Lesson #4 Summary
You Can't Manage What You Can't Measure (a.k.a. Know Your Numbers)
15:37
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Lesson #5: Getting Started Using Simple Low Cost/No Cost CX Marketing Strategies
1 Lecture 14:05
  • Using Your VoC Feedback Assessment
  • Making Amends and Rebuilding Customer Relationships
  • Re-Positioning Your Brand Image (if necessary)
  • Perception Influencing Shortcuts
  • Don't Make These Common Mistakes
  • Lesson #5 Summary
Simple Action Steps to Get Started with Customer Experience Marketing
14:05
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Course Recap and Conclusion
1 Lecture 02:38
  • Summary and Conclusion
  • Where to Learn More
What You Have Learned and Where You Can Learn More
02:38
About the Instructor
John Weisenberger
4.3 Average rating
19 Reviews
4,619 Students
2 Courses
Customer Experience Expert, Trainer, Speaker, Author

John Weisenberger is an author, speaker and founder of John Weisenberger Worldwide™, a premier global marketing and training firm that helps business owners and their managers achieve sustainable long term growth through Strategic Alliances and Practical Customer Experience Management™ programs.

With over 30 years of Engineering, Marketing and Business Management experience working for and with companies such as United Parcel Service, Allen-Bradley, Rockwell, Samsung, Digital Equipment and others, today John is best known as the creator of the Chain Reactions CX90 Marketing Program™ small business owners and entrepreneurs can use to expand their customer base, increase customer loyalty and drive higher profitability in virtually any market or industry.