Winning Customer Engagement
Class Timing
Monday
8am-10pm
Tuesday
8am-10pm
Wednesday
8am-10pm
Thursday
8am-10pm
Friday
8am-10pm
Saturday
8am-10pm
Sunday
8am-10pm
Winning Customer Engagement
$695.00
/Month
Getting customers to convey the ultimate prize: their business
Course Days:
Monday, Wednesday
Period:
Month
Class | Period | Price |
---|---|---|
Monday, Wednesday | Months | $695.00 |
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Pellentesque iaculis venenatis consectetur. Mauris et lacus est. Vivamus pulvinar eu leo ac sagittis. Maecenas interdum tincidunt blandit. Vivamus accumsan sollicitudin ante quis pharetra. Mauris nec lorem in velit luctus molestie. Phasellus tincidunt sit amet risus a dignissim. Quisque lorem neque, imperdiet et placerat eget, rutrum eget sem.
Sed tempor neque non libero dictum tincidunt. Suspendisse accumsan tristique convallis. Curabitur id nulla magna. Sed sit amet bibendum nulla. Nam ut elementum massa, ut convallis orci. Pellentesque in ullamcorper mauris. Donec dignissim erat nec hendrerit maximus. Etiam semper ante vitae eros pretium sagittis. Donec libero elit, gravida et pulvinar in, lacinia vel eros. In hac habitasse platea dictumst.
In in dolor eu tellus tempus tincidunt vitae eu massa. Nunc pulvinar magna commodo, aliquet mi nec, aliquam odio. Sed blandit maximus turpis, sed feugiat mauris rutrum vel. Morbi porta nunc rutrum quam ornare, eu mollis nibh venenatis. Donec laoreet, turpis ut faucibus convallis, nunc ante mattis augue, at posuere libero urna eget tortor. Nulla tincidunt suscipit mauris vitae aliquet. Pellentesque ornare sem massa, at eleifend diam blandit ac. Proin sagittis ante enim, sit amet efficitur turpis hendrerit id. Nulla condimentum, massa ut rhoncus sollicitudin, risus neque tristique ante, non volutpat tellus urna a dui. Phasellus sollicitudin ex commodo augue imperdiet, at aliquet justo viverra. Etiam eget turpis maximus, facilisis dolor id, facilisis neque. Quisque a feugiat orci. Etiam non ipsum mattis, tincidunt eros ac, finibus diam. Ut rutrum leo ac porttitor feugiat. Ut vulputate ante vitae metus facilisis fermentum et sed urna.
Module 1
Targets
Picking the best ponds to fish
“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work – he is the purpose of it. We are not doing him a favor by serving him. He is doing us a favor by giving us the opportunity to serve him.”
– Kenneth B. Elliott
- Design your customer
- Do your homework
Module 2
Listen and Watch
Learn by doing both
“You can’t just ask customers what they want and then try to give that to them. By the time you get it built, they’ll want something new.”
– Steve Jobs
- Work with others to find it together
- Give round tuits
Module 3
Measure
How do you know how customers feel about you?
“One accurate measurement is worth more than a thousand expert opinions.”
– Admiral Grace Hopper
- Research-validate models
- Levels and trends… and competitors
Module 4
Fostering Engagement
Making a customer a Key Customer
“You’ve got to start with the customer experience and work backwards for the technology. What incredible benefits can we give to the customer? Not starting with Let’s sit down with the engineers and figure out what awesome technology we have.”
– Steve Jobs
- Become a virtual part of them
- Create evangelists”
Module 5
Value Proposition
Be better, be different, or be cheaper. [And the last is no fun.]
“You do not merely want to be considered just the best of the best. You want to be considered the only ones who do what you do.”
– Jerry Garcia
- Infinite number of ways to add value
- Aim for higher order benefits
Module 6
Appeal to Feelings with Design
Nothing happens until the customer feels something
“Beta testing and research can help you find your blind spots. (But…) a remarkable customer experience starts with heart, intuition, curiosity, play, guts, taste. You won’t find any of it in a survey.”
– Jeff Bezos
- Design is a critical success factor
- Feature-function bakeoffs are no match”
Module 7
Tough Cookies
Demanding customers are you best friend
“Your most unhappy customers are your greatest source of learning.” – Bill Gates
- Delighting them raises all boats
- Fire those who torture you for sport
Module 8
Recap, Q&A, and Feedback
“Feedback is the breakfast of champions.”
– Rick Tate
- We told you what we were going to tell you
- We told you
- Now we tell you what we told you