Customer Experience (CX)

Businesses that provide extraordinary customer experiences are better and different than their competitors and more profitable and longer lasting than their competition. Companies like Apple, Amazon, Starbucks, and newer start-ups including Square, Uber and Tesla, dominate their industries and marginalize competition. These “Experience Maker” companies have surpassed products, services, and price toward the purpose-built customer experience and the user experience within it. This class will explore the culture, the unique understanding of people, and the markets and decision making that guide the top five percent of experience companies. You will leave the class with actionable business management insights and best practices of how leaders surpass product, service, and price-based business with purpose-built customer experience.

Learning Objectives:

• Understand what  customer experience  is and how it is used by leading companies to differentiate from the competition
• Understand the differences between customer satisfaction and customer experience and what it means for business strategy and product and service development decisions
• Learn about the impact of the social media in customer experience and its effect on company growth
• How to innovate customer experiences and gain knowledge on how leading companies are doing this
• Techniques to transition your organization toward a CX focus: making the case; resources; structures

Course Number: BUSA-40878
Credit: 3.00 unit(s)
Related Certificate Programs: Marketing