Differentiate Your Business W Customer Experience Marketing N

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Tags: Customer Experience Management

How to Create Massive Customer Loyalty and Profits Using Customer Experience Chain Reactions

Last updated 2022-01-10 | 4.6

- 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.

What you'll learn

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.

* Requirements

* Basic Marketing and Customer Experience Management knowledge is helpful
* but not required.

Description

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.

Who this course is for:

  • Business Owners/Entrepreneurs plus Marketing and Sales managers interested in broadening their CX Marketing skills.

Course content

8 sections • 11 lectures

Introduction 1 lectures

Introduction to Customer Experience Chain Reactions Preview 05:03

  • 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 2 lectures

Why Customer Experience Matters in the New Customer Led Economy Preview 12:29

  • The New Customer Led Economy
  • Why Customer Experience Matters

Why the Customer's Perception is Always Reality & Social Media Amplifies Every Preview 12:17

  • Why the Customer's Perception is Always Reality
  • Why Social Media Amplifies Everything

Lesson #2: All Reactions Begin with You 1 lectures

Understanding Your Role as a Reaction Creator Preview 06:41

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 2 lectures

Practical Customer Experience Marketing Explained Preview 15:04

  • Practical Customer Experience Marketing Defined
  • The Customer Experience Journey is a Chain of Reactions
  • Customer Journey Moments of Truth

Why The Customer Experience Journey is a Chain of Reactions Preview 08:36

  • 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 2 lectures

Establishing a Voice of the Customer (VoC) Feedback Process Preview 12:52

  • Voice of the Customer (VoC) Feedback Collection
  • Non-intrusive VoC Collection
  • Simple Website User Feedback Collection
  • Getting Results from Your Feedback

You Can't Manage What You Can't Measure (a.k.a. Know Your Numbers) Preview 15:25

  • 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 lectures

Simple Action Steps to Get Started with Customer Experience Marketing Preview 14:02

  • 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 lectures

What You Have Learned and Where You Can Learn More Preview 02:36

  • Summary and Conclusion
  • Where to Learn More

Bonus Module 1 lectures

Graduation Special Offer (Link in Resources) Preview 01:42