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Customer Success | How To Exceed Your Customers Expectations
Last updated 8/2017
MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz
Language: English | Size: 252.92 MB | Duration: 0h 54m
Create More Real Value Every Day
Last updated 8/2017
MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz
Language: English | Size: 252.92 MB | Duration: 0h 54m
Create More Real Value Every Day
What you'll learn
The objective of this course is to help you better understand how to exceed customers expectations by creating more value every day.
Upon course completion, participants will have the knowledge and tools needed to begin to see their current and future customers in an entirely new light.
Requirements
There are no special requirements for any additional software or other materials for this course.
Description
In today's hyper competitive market, your company needs a competitive advantage much bigger than just low prices. That advantage is value. But value may not be what you've been led to believe it really is. This course will provide key concepts, frameworks, and case studies to help you meet and exceed the expectations of your customers.
In this course you will learn how
The Value Universe effects every customer on their journey from expectation to loyaltyPeople decide what their real needs areHyundai Motors used customer insight to create an entirely new vehicleJobs to Be Done thinking will revolutionize your companyCostco delivers extreme value to millions of customersCustomer Lifetime Value will change the way you evaluate the real value of your customers
Every student who successfully completes this course will be better prepared to engage in the battle for new customers. This knowledge will also prepare you for a more successful career.
Overview
Lecture 1 Welcome and Introduction
Section 1: The Value Universe
Lecture 2 The Value Universe
Section 2: Hyundai Case Study
Lecture 3 Hyundai Case Study
Section 3: Needy Customers
Lecture 4 Needy Customers
Section 4: Jobs to Be Done
Lecture 5 Jobs to Be Done
Section 5: McDonald's Case Study
Lecture 6 McDonald's Case Study
Section 6: Exercise: Why Do People Hire Your Products?
Lecture 7 Exercise: Why Do People Hire Your Products?
Section 7: Customer Lifetime Value
Lecture 8 Customer Lifetime Value
Section 8: Exercise: Let's Do The Math
Lecture 9 Exercise: Let's Do The Math
Section 9: Costco Case Study
Lecture 10 Costco Case Study
Section 10: Wrap Up
Lecture 11 Wrap Up
If you work with customers and are interested in the topics of marketing, market research, sales, customer service, and strategy, this course is for you. It will help you have a deeper understanding of today's changing and more demanding customer.
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