Instructors: Michael Ruckman, President & CEO of Senteo
12 sections • 14 lectures • 1h 18m
Video: MP4 1280×720 44 KHz | English + Sub
Updated 3/2022 | Size: 1.54 GB
An engaging effective course that has been delivered to top businesses worldwide with 30,000+ students since 2004.
What you’ll learn
Understanding customer experiences as an economic offering to maintain a price premium and differentiation from your competition
Learning to design, build, manage and measure excellent customer experiences
Insights on the five elements used to create customer experiences for emotional engagement
Understanding how customers experience all five elements
Commodification vs. Commoditization
Helping customers to achieve their desired outcomes
Brand acceptance vs. brand integration
How your brain works in relation to emotions and experiences
The need to monetize time and outcomes as a way to create value for customers
Mass customization and theming to make your offering more emotionally engaging
The key considerations to stage experiences in your environments
No previous experience needed. In this course you will learn the foundations of great customer experiences.
This course will give you a general understanding of the basic principles and elements of great customer experiences as an economic offering and approach for businesses to gain competitive advantage and reduce sensitivity to price. In a practical amusing way, this course is an introduction to the building blocks of great customer experiences and a general view of how they work together to emotionally engage customers, and is the foundation of the courses that make up our CX;certification programs.
We created this course to bring you the best content in customer experience because we believe that companies can have long term mutually beneficial relationships with their customers and have a sustainable and profitable relationship at the same time.
We designed the course to be engaging and effective, so you will not only learn but will also able to apply what you learned to your business context.
We do this with a process that we call Learn – See – Do – Extend.
Learn is about the methodology, approaches, theory behind the things that we do.
See are case studies illustrating the methodology, approaches, and theory in action.
Do are exercises where you’ll be engaged in applying the theory, methodology, approaches to some exercise scenario
Extend is where we engage you in how you will apply what you’ve learned to your business context.