How to Create Great Customer Experiences
36mGeneral2024-03-28
Authors
Sam Stern
Course details
Creating exceptional customer experiences is a vital goal for every company. In this course, customer experience (CX) expert Sam Stern shares practical insights drawn from an array of industries on creating great customer experiences. Learn about the three key stages to deliver memorable customer interactions. Find out how to build memorable moments that lead to great experiences, as well as how to build customers’ anticipation for a great experience. Go over setting and meeting expectations. Learn how to focus on peak moments and experience ends. Explore ways to reinforce positive experience memories and rewrite negative experience memories. This course offers you a comprehensive framework and the tools to architect end-to-end customer experiences that promote loyalty and growth.
Learning objectives
Summarize why a strategy for creating great customer experiences is different from a strategy for finding and fixing broken experiences.
Employ your understanding of the importance of anticipation to heighten customers’ excitement about their future experiences.
Articulate why it is best to set realistic expectations for customers, rather than low or no expectations.
Explain the importance of peaks and ends in an experience.
Solve negative experience peaks that exist for your customers today.
Locate and enhance existing positive experience peaks for your customers.
Recognize opportunities to create better experience ends.
Describe best practices for measuring how well customers remember their experiences.
Practice reinforcing positive experience memories.
Explain how to rewrite negative experience memories.
State the case for pivoting to a strategy for creating great customer experiences.
Learning objectives
Summarize why a strategy for creating great customer experiences is different from a strategy for finding and fixing broken experiences.
Employ your understanding of the importance of anticipation to heighten customers’ excitement about their future experiences.
Articulate why it is best to set realistic expectations for customers, rather than low or no expectations.
Explain the importance of peaks and ends in an experience.
Solve negative experience peaks that exist for your customers today.
Locate and enhance existing positive experience peaks for your customers.
Recognize opportunities to create better experience ends.
Describe best practices for measuring how well customers remember their experiences.
Practice reinforcing positive experience memories.
Explain how to rewrite negative experience memories.
State the case for pivoting to a strategy for creating great customer experiences.
Skills covered
Customer Service ManagementCustomer ServiceDeep Dive (X:Y)
Concepts
0. Introduction
- 01 - How to create great customer experiences
1. Build Customer Anticipation and Set Expectations
- 02 - Build anticipation for a great customer experience (CX)
- 03 - Set expectations for a customer experience you can deliver
2. Craft Meaningful Peaks, Memorable Ends in Your CX
- 04 - Why experiences must be emotional to be memorable
- 05 - Prioritize peaks and ends of experiences
- 06 - Tackle negative peak moments first in your CX
- 07 - Heighten positive peak moments in your CX
- 08 - Enhance your experience ends in CX
3. Reinforce Experience Memories in Your CX
- 09 - Track how well your customer experiences are remembered
- 10 - Reinforce positive experience memories in your CX
- 11 - Intervene to rewire negative memories in your CX
Conclusion
- 12 - How to start creating great customer experiences today