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6 hours
13 lectures
Lecture 1/13: Deal with Change
Management

Customer Experience Management

You will learn how to…
Control customer experience
Input brand values
Make use of the various "touch points" where your business interacts with your customers
Obtain an emotional reaction from clients
Jeff Tobe
Customer Experience Management Expert
Lecturer's bio
Lecturer's bio

Certified speaking professional Jeff Tobe was chosen by readers of Convention & Meetings Magazine as one of the top 15 speakers in North America.

Over 20 years as a speaker, trainer, and business consultant has given Jeff the experience to apply best practices from leading companies to improve the customer experience across a wide range of industries.

Among his clients are PNC Bank, Microsoft, RE/MAX International, Erickson Living, The Dubai Water Authority and Pepsi Cola International. Jeff is the author of the popular book Coloring Outside the Lines.

Video course
Rating: 97%

What is this course about?

The course is focused on customer experience management. It comprises of impressions and emotions customers get during the interaction with a product or its supplier. You will learn how to program customers’ experience, how to input the brand values, how to use “touchpoints” on the brand territory and how to obtain an emotional reaction to your message. You will also learn how to organize processes in your company based on the best customer experience.

 

Who is this course for?

  • Business consultants
  • Company owners
  • Retail business owners
  • Client managers
  • Entrepreneurs
  • Managers at all levels
  • Marketing specialists

Course Program

2
19:19
Look for Opportunities
3
21:58
Provide Experience to Your Customer. Part 1
4
14:44
Provide Experience to Your Customer. Part 2
5
16:40
Engage Your Customer
6
07:20
Engage & Motivate Your Customer
7
06:14
Define Your DISC Profile
8
10:53
How DISC Profile Helps to Engage Customers. Part 1
9
13:15
How DISC Profile Helps to Engage Customers. Part 2
10
11:49
Engage Your Employees
11
12:15
How to Open Up a Dialog
12
08:24
Listen between the Lines
13
18:40
How to Be an Effective Communicator
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