Course Details
What if your company was actually customer-focused, and YOU were the one to help the company get there for the customer of the future?
What if you stopped simply talking about becoming a customer-centric organization…and started actually being a customer-centric organization?
What if you could ensure your business, no matter the size, would be here in a post-COVID world?
While we know how we treat people matters in our own lives – the entire business world seems to need a reminder. The business world also needs tools and strategies to incorporate this basic concept into the fabric of their business.
In life we know that our best relationships are based on trust. If someone in your life were to take advantage of you at every turn, make your life harder to make their life easier, and constantly say, text or email you stuff that wasn’t relevant for you, you’d stop hanging out with them.
I know how powerful customer experience can be in order to make you stand out! I am excited to meet you in my new course to help prepare you for the customer of the future!
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Blake Morgan is a leader in customer experience. She is a keynote speaker and customer experience futurist and author of two books on customer experience. She’s a board member of customer service AI software Minerva.
Her bestselling second book is called “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business” (HarperCollins), identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19.
In 2021 the book won a top 5 spot on Book Authority’s list of the “Top 100 Future Of Technology Books of All-Time.” She was called one of the top 40 female keynote speakers for 2020 by Real Leaders Magazine. Her first book was “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.”
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Course Modules
In module one we set the stage for the course and provide an overview of customer experience. What actually is customer experience and what went into the making of the course?
We level set on why customer experience today matters, and what the landscape looks like. We look at the business case for investing in customer experience, and provide tools on where to eve get started. In this module we level set on step one.
In this portion of the course we look at how to create a strategy rooted in a strong mindset, culture and leadership development program. This part of the course is the often most overlooked aspect of a strategy.
Companies make the mistake of rushing into the technology, without the mission and values to make the technology approach work. This human aspect of a customer experience strategy is one you cannot skip over. Examples and case studies are used to illustrate and enforce the most impactful strategies.
In module three we look at Blake’s 12-step digital transformation framework, something companies all over the world have already used to develop powerful digital transformation approaches within their companies.
We look at examples of what digital transformation looks like when done well. For the analytics and AI section, we’ll review examples of companies who have done this well. Module three also requires a focus on a data code of ethics, and considers companies that are using personalization to tailor and improve the customer experience.
In module four we review what curating a seamless, zero friction customer experience looks like. We’ll identify steps in your own process to find operational efficiencies and the link between operational efficiency and better customer experiences.
What does modern customer-focused marketing look like? We’ll review the changing marketing landscape, and how marketing can drive more personalized customer experiences. Lastly we’ll focus on personalization, and how you can implement personalization strategies customers will flock to.
In the wrap-up in module five we’ll review what we’ve learned in the first four modules. We’ll imagine – if all the customer experience strategies were in place that we learned in the course – what would that look like inside your company.
What is the art of possible for your brand?
Throughout the course you are asked to complete five total quizzes used to test your basic understanding of the concepts taught in the course.
Learning Points
And for those of you struggling to pivot toward a digital customer in light of COVID-19, this course will guide you there. If there’s one universal truth today, your customers want options when shopping with you.
Research shows that customers will defer to brands that make the customer’s life easier and better. That means accommodate the customer while normal life is more difficult. And customers don’t want to go back to the way things were – that means digital experiences have to be nothing short of wonderful.
These are a few examples of how the world has changed and won’t ever go back to normal. Not for some time and probably never.
At a time when most companies are licking their wounds and cutting costs, this is the time for you to put a stake in the ground on customer experience.
Customers are now able to be even choosier about where they spend their time and money. Companies that differentiate on experience will ultimately win.
I provide tools for not only how you can think about it, but how you can present customer experience inside of your company. I want you to be a superhero inside of your own company.
If you want a clear strategy to start improving customer experience at your company now, this course was designed to help you – now, not later.
INDIVIDUAL COST FOR ONE SEAT:
Course costs: $299 for individual
FOR TEAM OF 5 PEOPLE:
Course costs: $1345 for team of 5 people
FOR TEAM OF 10 PEOPLE:
Course costs: $2961 for team of 10 people
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