Course Content

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  Module 1: Introduction

  • Pre-Introduction
    2:08
    
  • Introduction
    2:00
    
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  Module 2: Why Customer Experience Is Important

  • What Is Customer Experience? (Pt. 1)
    1:59
    
  • Quiz 1
    
  • What is Customer Experience? (Pt. 2)
    2:09
    
  • Quiz 2
    
  • What is Customer Experience (Pt. 3)
    0:27
    
  • The Business Case for CX
    3:07
    
  • Quiz 3
    
  • Quiz 4
    
  • Creating Competitive Advantage with CX (Pt. 1)
    1:38
    
  • Quiz 5
    
  • Creating Competitive Advantage with CX (Pt. 2)
    1:35
    
  • Quiz 6
    
  • Creating Competitive Advantage with CX (Pt. 3)
    0:26
    
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  Module 3: How to Understand the Modern Customer

  • Emotion and Experience (Pt. 1)
    1:42
    
  • Quiz 7
    
  • Emotion and Experience (Pt. 2)
    0:52
    
  • Quiz 8
    
  • Quiz 9
    
  • Emotion and Experience (Pt. 3)
    1:10
    
  • What Defines an Experience
    2:22
    
  • Quiz 10
    
  • Quiz 11
    
  • The Modern, Multicultural Customer (Pt. 1)
    3:07
    
  • Quiz 12
    
  • The Modern, Multicultural Customer (Pt. 2)
    2:28
    
  • Quiz 13
    
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  Module 4: Why Customer Experience Matters to Us

  • Benefits of a Customer-Centric Focus
    1:52
    
  • Quiz 14
    
  • Proactive Service Prevents Problems
    3:15
    
  • Quiz 15
    
  • Quiz 16
    
  • Happy Customers Make Happy Work (Pt. 1)
    1:17
    
  • Quiz 17
    
  • Happy Customers Make Happy Work (Pt. 2)
    0:55
    
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  Module 5: How to Adopt a Service Mindset

  • Keeping Complaints in Perspective (Pt. 1)
    2:36
    
  • Quiz 18
    
  • Keeping Complaints in Perspective (Pt. 2)
    2:07
    
  • Quiz 19
    
  • You Don’t Know Your Customer’s Story (Pt. 1)
    2:49
    
  • You Don’t Know Your Customer’s Story (Pt. 2)
    1:12
    
  • Quiz 20
    
  • You Don’t Know Your Customer’s Story (Pt. 3)
    1:02
    
  • Putting the Customer First (Pt. 1)
    2:14
    
  • Quiz 21
    
  • Putting the Customer First (Pt. 2)
    1:16
    
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  Module 6: Be Your Customer's Hero

  • A Better World Through Customer Experience
    2:48
    
  • How Can I? (Pt. 1)
    3:08
    
  • How Can I? (Pt. 2)
    0:47
    
  • How to Be Your Customer’s Hero
    3:07