How to Listen to Today's Customers

Learn How to Connect on Social Media
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Instructed by Chuck Wall Business / Operations
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  • Lectures 14
  • 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.

Today’s customers can crucify any business, whether that business deserves it or not. You can’t underestimate the power of an angry customer. The statistics are overwhelming: an unhappy customer will tell at least twelve people know about his bad experience. Those twelve will tell six more. Those six will tell three of their friends and in no time, a single bad experience will have been shared with almost four hundred people. Social media platforms can magnify that number exponentially. Everyone carries a phone that has become both a tool and a weapon. If you aren’t listening, you’ll never know what hit you. On the other hand, social media has opened the door to proactive listening and engagement with customers to hear their ideas like never before.

This course will help you better understand the critically important role the Power of the Platform can play in your enterprise. You will hear case studies from Morton’s Steakhouse, JetBlue, and Dell. You will also work through two hands-on exercises to better understand how the Power of the Platform works.

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 Platform 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 Platform framework and tools. Students will review case studies about Morton’s Steakhouse, JetBlue, and Dell. They will complete the State of Your Platform breakout session and the Power of the Platform 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 lays out the ways social media is radically changing the customer landscape for every company. It’s easier for every customer to stand on their digital soapbox.


Watch a vivid example of how one disgruntled customers used social media to challenge a major company…nearly fourteen million times.

Section 2: What's on Your Platform?

Chuck leads you through a comprehensive exercise to help you review the vitality of your platform.

1 page

Download this important tool for your review and use.

Section 3: Deep Dive

Chuck relates a great example Power of the Platform story via his personal experience with JetBlue.


Chuck shows brands like Ford, Nike, Wetseal, Intuit, LEGO, and eBay deliver real economic return with social media. Learn the five steps to social listening.


Get an up-close view on-site at Dell’s Social Media Listening Post.


Chuck explains new techniques to set up listening posts and using real-time experience tracking.


Deep customer engagement begins on the platform.

3 pages

Download the document with these Power of the Platform key slides.

Section 4: Case Studies

Holt Cat, America’s largest Caterpillar dealer, goes the extra mile to serve their customers by continuously saying yes.

4 pages

Download this document to accompany the audio case study.

Section 5: Power Check

Join Chuck at the white board to score how you do with the Power of the Platform.

Power of the Platform Power Check Workbook
3 pages

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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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