Customer Success | How To Exceed Your Customers Expectations

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.