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

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10/13/2021 - 12/15/2021

$595

Live Online

Cancelled

• SECTION ID:

  160631

• CLASS TYPE:

  Synchronous web-based class meetings that are scheduled to meet online at published times (time/date).

• INSTRUCTOR:
  

  Bean, Jeofrey, Principal, Del Mar Research & Consulting, LLC

  Jeofrey Bean is a customer experience and internet marketing expert.   As the principal of Del Mar Research he guides companies in making successful customer experience decisions as consultant, keynote speaker and educator, developing and leading courses, training seminars and workshops.   As an expert reviewer at the Customer Experience Special Interest Group (CX SIG), sponsored by Intuit, Bean advises start-ups and established businesses. He has worked with ProFlowers(FTD), Sony PlayStation, FirstAllied.com, Stickshift, TheCourseKey.com and Nanomedical Diagnostics Biotech on improving and innovating online customer experience.   Bean is the author of two customer experience books of leadership. His latest book is "Customer Experience Rules! 52 best pr...Read More

• TEXTBOOKS:

  No information available at this time.

• POLICIES:

  No visitors permitted.
  No refunds after: 10/25/2021.
  1st no meeting date: 11/24/2021.
  

• NOTE:

DATE	DAY	START	END	LOCATION
10/13/2021	Wed	6:00 p.m.	9:00 p.m.
10/20/2021	Wed	6:00 p.m.	9:00 p.m.
10/27/2021	Wed	6:00 p.m.	9:00 p.m.
11/3/2021	Wed	6:00 p.m.	9:00 p.m.
11/10/2021	Wed	6:00 p.m.	9:00 p.m.
11/17/2021	Wed	6:00 p.m.	9:00 p.m.
12/1/2021	Wed	6:00 p.m.	9:00 p.m.
12/8/2021	Wed	6:00 p.m.	9:00 p.m.
12/15/2021	Wed	6:00 p.m.	9:00 p.m.