How to Say Yes to Your Customers

Learn to Quit Saying No
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130 students enrolled
Instructed by Chuck Wall Business / Operations
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  • Lectures 14
  • Length 42 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 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.

Every contact with the customer, whether positive or negative, is a moment of truth for every company. In order to identify and create better moments of truth, companies have to shift their thinking to the Power of Yes. Yes companies deliver “moments of magic.” Today’s customers expect and demand no less. This is the Power of Yes in action. Companies that understand this consistently look at their businesses from the customer’s point of view. Then they figure out ways to empower their frontline people to stop saying no. By practicing no “no” these companies profit handsomely by earning their customers’ loyalty.

This course will help you better understand the Power of Yes with case studies from Discount Tire and Holt Cat. You will learn why saying yes is always better than saying no. You will also work through two hands-on exercises to better understand how the Power of Yes can work for 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 Yes 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 Yes framework and tools. Students will review case studies about Discount Tire and Holt Cat. They will complete the Customer Experience Triangle breakout session and the Power of Yes 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 explains the Power of Yes by showing why great customer service is really about going above the call of duty.

Section 2: The Customer Experience

Chuck leads you through a comprehensive exercise to help you understand what customers expect from the companies they choose to do business with.

1 page

Download this important tool for your review and use.

Section 3: Deep Dive

Chuck shows how the Power of Yes can use an undercover approach to learn what is working and failing on the frontline.


Chuck talks about the importance of empowering the frontline using Apple as an example.


Chuck lays out a series of Power of Yes tools and practices to help you serve customers better.

4 pages

Download the document with these Power of Yes key slides.

Section 4: Case Studies

Imagine building a $3 billion business by giving stuff away for free to complete strangers. That’s the story of Discount Tire.

3 pages

Download this document to accompany the audio case study.


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.


Saying yes may not come naturally but its what every customer is yearning for. It's time to throw out the rule book and start helping your customers.

Section 5: Power Check

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

3 pages

This is the downloadable workbook to work through your Power of Yes 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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