Last updated 6/2015
MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz
Language: English | Size: 1.00 GB | Duration: 1h 0m

Learn how to create a customer experience that earns you customer loyalty and creates word of mouth advertising.
What you'll learn
Master the strategies, the psychology, the systems, processes and people that go into creating a great customer experience, one that creates loyalty and generates word of mouth sales.
Put in place a cycle of continuous improvement that enables you to grow the business organically, reduce marketing costs and increase profits.
Discover the 10 essential ingredients for creating the wow factor.
Requirements
No additional materials or software are necessary.
You will need to a good understanding of the English language, ideally to business level.
You'll need the right setting to be able to concentrate and you may find it helpful to take notes, although all of the texts are downloadable.
Description
Most businesses concentrate all their marking effort on attracting new customers, but smart businesses focus on providing a customer experience so fantastic that they're able not only to retain their existing customers but they also attract new ones through word of mouth.In this course you'll learn how to develop a customer-centric strategy and put in place the people, processes and systems to create the wow factor and transform your customer experience, following in the footsteps of the world's favourite brands.With over an hour's worth of carefully structured videos using real world examples, plus interactive quizzes I'll give you the tools to understand what makes customers tick, to shape your business around the customer experience and create a cycle of activity which leads to constant improvement, gets your employees on board and has your customers doing your advertising for free.This course offers owners and managers of small to medium sized enterprises the opportunity to grow their profits organically, without spending a fortune on marketing.
Overview
Section 1: Introduction
Lecture 1 Course Overview
Section 2: The Strategy
Lecture 2 Why do so many businesses get it wrong?
Lecture 3 A changing philosophy
Section 3: The Science Bit
Lecture 4 The psychology of customer needs
Lecture 5 Understanding value
Section 4: What do your customers value?
Lecture 6 Creating the chance to shine
Lecture 7 Face to face with customers
Section 5: Striving for continuous improvement
Lecture 8 The SIMPLE Cycle
Lecture 9 Survey
Lecture 10 Investigate and Mend
Lecture 11 Plan
Lecture 12 Launch
Lecture 13 Engage
Section 6: It's all about your people
Lecture 14 Attracting, selecting, developing and retaining the best people
Section 7: Creating the WOW factor
Lecture 15 The 10 essentials
This course is designed for owners and managers of small to medium sized enterprises with an existing customer base. Many of the examples used are based on a business to consumer model but are equally valid for business to business. ,This course is not designed for sole traders or freelancers, although some of the principles covered are applicable to this group.
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