How to Actively Engage Your Customers

Learn How to Create and Retain Them Like Never Before
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Instructed by Chuck Wall Business / Operations
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  • Lectures 17
  • Length 1 hour
  • 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 12/2013 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.

For far too long, business people at many companies have gone to market with blinders on. Decisions are made far too often with imprecise and incomplete information. They often look at things primarily from a right brain perspective; all art, little science. This is because many of them lack basic quantitative and analytical skills. Marketing must be efficient to be effective in a world of diminishing resources. It’s failing if it is not held to that standard. Marketing must measure what’s really important. Today, analytical tools are readily available to measure marketing results. “Big Data” is available to everyone.

But is your company profiting from “Big Insight”? This course teaches you a new method we call “Customer Thinking.” Customer Thinking balances the analytical and the intuitive. It allows every business to fuse its left-sided quantitative customer intelligence (big-data analytics) and its right-sided qualitative customer insight (empathy) into a single, integrated framework.

When you put together the analytical and the intuitive you are, in essence, marrying the “what” with the “why.” Too many companies rely exclusively on data to explain the what. Ironically, many have so much data that they can’t process it and make it meaningful. But the quantitative is only one piece of the puzzle. The “why” is the missing link for becoming a customer-centric company. The purpose of Customer Thinking is twofold: to increase customer engagement and to improve the customer experience. If you accomplish those two things, you will build a thriving, differentiated brand and maximize the lifetime value of your customers.

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

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 learn new ways to understand their customers.
  • Participants will be introduced to Chuck Wall’s “Customer Thinking” framework and tools. They will evaluate their knowledge of customer powers with a detailed assessment and gap analysis.
  • Upon course completion, participants will have the knowledge and tools necessary gain fresh customer insight.

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.

Curriculum

Section 1: Introduction
02:50

Chuck Wall introduces you to the Customer Thinking framework and principles. Customer Thinking is a new approach to combining the best of data and human intelligence.

02:54

There are seventeen twists and turns on the road to deep customer insight. Chuck lays out the journey every business must take. Plus, learn the three-step “Think-Plan-Do” customer strategy.

Customer Thinking Key Slides
7 pages
Section 2: The Power Check Payoff: The Nine Customer Power Toolbox
06:42

Chuck leads you Power Check payoff and Power Curves to find the gaps between you, your customers, and competition.

19 pages

Download this important tool for your review and use.

Section 3: Deep Dive
03:43

Customer Thinking requires a shift away from traditional market research. Chuck explains the new way of thinking like a designer in considering customer needs.

08:49

Your customer insight diamonds can be mined using a special toolbox. Chuck explains how to become an effective customer miner to move you from confusion to clarity.

02:36

Today’s customers are often not who you assume them to be. Chuck proposes creating personas for every customer segment to help you fully grasp their problems that you can solve.

00:57

More and more companies are shifting to customer advisory groups to collect ongoing insight. Chuck explains how this technique can be invaluable to you.

00:41

This important work deserves a special place to do it. Chuck discusses some ideas about the advantages of setting up a room dedicated to your customers.

Section 4: Your Next Steps
01:50

Chuck explores the decisions that every business faces in today’s hyper-competitive market.

00:51

Chuck asks important questions about how you want to serve customers.

03:41

Chuck lays out the twelve ways every company can profit by understanding their customers.

1 page

Download for easy reference.

01:49

Every company must be willing to write a powerful, go-forward manifesto that points the direction for change.

Section 5: Champions Protect and Serve
01:21

A customer champion must protect and serve their customers and become an advocate for them. Chuck explains how.

03:27

One company found an exciting way to build a special relationship with their customers to understand and tell their stories. This should inspire you as you make the shift to a customer first company.

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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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