How to Love Your Customers

Learn How to Emotionally Connect
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Instructed by Chuck Wall Business / Operations
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  • Lectures 15
  • Length 41 mins
  • Skill Level All Levels
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 11/2013 English

Course Description

Most companies still operate as if they control their customers. But, in today’s market, it’s really the other way around. In fact, there’s a new boss in town, named Customer CEO. This course is based on Chuck Wall’s book, Customer CEO: How to Profit from the Power of Your Customers.

As businesspeople should we fall in love with our customers? Do you want them to fall in love with you? Or should it be all business, with nothing really personal? Research proves that people most often switch products or companies for emotional, not rational reasons. The company trying to persuade customers has to connect at a deeper emotional level. The Power of the Heart describes the idea that people are more willing than ever to love, or at least strongly prefer, new brands that “love them.”

This course will help you better understand the Power of the Heart with a series of case studies from Lululemon, P&G, John Lewis, UPS, and Jyske Bank. You will discover the critical importance of telling emotionally powerful stories. You will also work through two hands-on exercises to better understand how the Power of the Heart will change you.

Every student who successfully completes this course will receive a Certificate of Completion.

We look forward to sharing much more about the Power of the Heart with you!

What are the requirements?

  • There are no special requirements for any additional software or other materials for this course.

What am I going to get from this course?

  • The objective of this course is to help participants better understand why companies must make stronger emotional connections to their customers.
  • Participants will be introduced to Chuck Wall’s Customer CEO Power of the Heart framework and tools. Students will review case studies about Lululemon, P&G, John Lewis, UPS and Jyske Bank. They will complete the Customer Understanding Canvas breakout session and the Power of the Heart Power Check exercise.
  • Upon course completion, participants will have the knowledge and tools needed to begin to see their current and future customers in an entirely new light.

What is the target audience?

  • If you work with customers and are interested in the topics of marketing, market research, sales, customer service, and strategy, this course is for you. It will help you have a deeper understanding of today’s changing and more demanding customer.

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.


Section 1: Introduction

Chuck Wall provides an overview of the Power of the Heart by explaining why hard-core left-brained business people must also open their right brains to connect emotionally with their customers.

Section 2: Empathy

Chuck leads you through a comprehensive exercise to help you empathize with your customers.

1 page

Download this important tool for your review and use.

Section 3: Powerful Stories

Chuck explains why the smartest brands use transformational stories to connect with their customers…and prospects. It’s a decisive competitive advantage.

1 page

Download this important tool for your review and use.


Even the world’s largest consumer product company uses the Power of the Heart.


Watch how this UK retailer loves its customers.


UPS understands that customer happiness is at the heart of building their brand.

Section 4: Case Studies

Lululemon makes deep emotional connection with customers based on the idea that a woman who feels better about how she looks will become a raving enthusiast.

4 pages

Download this document to accompany the audio case study.


This Danish bank introduced a revolution in the conservative banking industry. Jyske realized that it had an opportunity to reinvent itself by emotionally connecting to their customers.

4 pages

Download this document to accompany the audio case study.

Section 5: Deeper Dive

Chuck explains how customers want to love and be loved by the brands they choose.

Section 6: Power Check

Join Chuck at the white board to score the Power of the Heart.

3 pages

This is the downloadable workbook to work through your Power of the Heart breakout session.

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Instructor Biography

Chuck Wall, Author, Speaker and Entrepreneur

Chuck Wall is Founder and CEO of MarketPower Group, a business growth consultancy based in Austin, Texas. He advises leading brands that their most important business opportunity is hidden in plain sight: knowing their customers better. The evidence is clear: brands that truly understand their customers increase revenue, grow market share, save money, strengthen relationships and drive profit.

Chuck is an expert in understanding the unmet needs of customers having interviewed over 100,000 of them across many industries. He’s an advisor to major global brands. He is also the author of two books, Customer CEO and Stop, Look and Listen (Bibliomotion 2013).

Chuck is also a longtime entrepreneur, having launched and run seven companies across multiple industries including manufacturing, radio, advertising, technology, and consulting. He actively blogs and contributes to leading publications like Forbes and Fast Company. He regularly speaks and leads seminars for business groups, trade associations, and corporations.

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