4.45 out of 5
4.45
38 reviews on Udemy

Differentiate Your Business w/ Customer Experience Marketing

How to Create Massive Customer Loyalty and Profits Using Customer Experience Chain Reactions
Instructor:
John Weisenberger
4,733 students enrolled
English [Auto]
By the end of this course you’ll be able to understand the basics of how your business can use Customer Experience Marketing to attract more new customers plus increase the loyalty of existing customers all while charging premium prices that deliver higher profits.

All businesses sell one thing: Reactions!

The Customer Experience emotional reactions you create are your product. And as soon as you begin to see your business as a reaction-creating machine, you’ll begin to think about your business and its marketing differently.

In Differentiate Your Business with Customer Experience Marketing, John Weisenberger will show you how to think differently about the emotional reactions you create in your customers and how to put Customer Experience (CX) Marketing techniques to work in your business to create massive customer loyalty and profits.

In this course you learn how to:

  • Create powerfully differentiated Customer Experiences that your customers will remember and talk about to others
  • Use Customer Experience Marketing (CX Marketing) to quickly change your customer’s perception of your brand
  • Track and measure the Key Process Indicators (KPI) necessary to calculate your CX Marketing Return on Investment (ROI)
  • How to get started today using practical low cost/no cost CX Marketing strategies that don't require big budgets and complicated technologies.

This is a 101 level introductory course intended to expose the student to a broad overview of Customer Experience Marketing in order to prepare for further advanced study in each of the introduced sub-topics.

Introduction

1
Introduction to Customer Experience Chain Reactions
  • About the Instructor
  • Is This Your New Normal
  • The Elephant in The Room
  • What You Will Learn in This Course

Lesson #1: Creating Powerful Reactions

1
Why Customer Experience Matters in the New Customer Led Economy
  • The New Customer Led Economy
  • Why Customer Experience Matters
2
Why the Customer's Perception is Always Reality & Social Media Amplifies Every
  • Why the Customer's Perception is Always Reality
  • Why Social Media Amplifies Everything

Lesson #2: All Reactions Begin with You

1
Understanding Your Role as a Reaction Creator

Why All Reactions Begin with You

Why Customer Reactions Must Be Managed

Why All Reaction Are Emotional

Why It's All About Managing Feelings and Expepctations

Why It's All About Delivering Happiness

Lesson #3: Practical Customer Experience Marketing

1
Practical Customer Experience Marketing Explained
  • Practical Customer Experience Marketing Defined
  • The Customer Experience Journey is a Chain of Reactions
  • Customer Journey Moments of Truth
2
Why The Customer Experience Journey is a Chain of Reactions
  • First Impressions Matter
  • Online First Impressions
  • Offline First Impressions
  • Practical CX Marketing Tip #1
  • Practical CX Marketing Tip #2
  • Lesson #3 Summary

Lesson #4: How To Measure the ROI of Your CX Marketing Program

1
Establishing a Voice of the Customer (VoC) Feedback Process
  • Voice of the Customer (VoC) Feedback Collection
  • Non-intrusive VoC Collection
  • Simple Website User Feedback Collection
  • Getting Results from Your Feedback
2
You Can't Manage What You Can't Measure (a.k.a. Know Your Numbers)
  • Know Your Numbers
  • Customer Profitability
  • Customer Lifetime Value
  • Customer Acquisition Cost
  • Net Promoter Score
  • Finding Your Best Fit Metrics
  • Lesson #4 Summary

Lesson #5: Getting Started Using Simple Low Cost/No Cost CX Marketing Strategies

1
Simple Action Steps to Get Started with Customer Experience Marketing
  • Using Your VoC Feedback Assessment
  • Making Amends and Rebuilding Customer Relationships
  • Re-Positioning Your Brand Image (if necessary)
  • Perception Influencing Shortcuts
  • Don't Make These Common Mistakes
  • Lesson #5 Summary

Course Recap and Conclusion

1
What You Have Learned and Where You Can Learn More
  • Summary and Conclusion
  • Where to Learn More

Bonus Module

1
Graduation Special Offer (Link in Resources)
You can view and review the lecture materials indefinitely, like an on-demand channel.
Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
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Includes

2 hours on-demand video
Full lifetime access
Access on mobile and TV
Certificate of Completion
Differentiate Your Business w/ Customer Experience Marketing
Price:
$34.98 $26

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