What you'll learn

Understand the customer journey as people discover and engage with a business
Immediately impact various parts of the customer journey to improve customer experience.
Understand how improving customer experience leads to increased revenue
Understand the difference between customer service and customer experience
Understand switching costs and the role that brand loyalty plays
Understand the impact responses to reviews can have on customer experience and be able to respond effectively to various types of customer reviews.

Requirements

There are no special tools or knowledge required.

Description

In this course, you'll see - both through recent research and business examples - how delivering a superior customer experience can help you increase your revenue and grow your business.

This would be a great course for you if:

You are a current business owner - whether you have an ecommerce, brick and mortar or service business- who is actively seeking ways to improve your customers' experience

You do not believe that providing a superior customer experience can directly benefit your business in terms of higher revenue and greater business growth.

You aren't sure of the difference between customer service and customer experience

You are constantly lowering prices or offering discounts to attract and retain customers and are looking for ways to differentiate your business beyond competing on price

You are spending excessive time and money troubleshooting with reactive customer service

Course sections include:

Understanding Customer Experience

The Customer Journey

Customer Behavior

Making an Impact Through Customer Experience

Soliciting Feedback

Best Practices in Responding to Reviews

Further Improving Your Value to Customers

Who this course is for:

Current business owners (ecommerce, brick and mortar, service) actively seeking ways to improve their customers' experience
Prospective business owners who want to know how they should prepare to offer a superior customer experience
Anyone interested in learning what "customer experience" is and how it can be impacted