Customer Success | Profit From The Power Of Your Customers

How to Become a Customer CEO Champion

What you'll learn
The objective of this course is to help participants better understand why companies need to align themselves with the values of their customers. • Participants will be introduced to Chuck Wall’s Customer CEO Nine Powers. Much of the information presented is based upon Chuck’s primary research, conducted with over 100,000 consumers. Students will review case studies of major brands across a wide range of industries including Apple, TOMS, IKEA, Yellowtail Wine, and many others that are profiting from putting their customers first. • Upon course completion, participants will view customers in an entirely new light and begin to think differently about the implications of this for their own careers and the companies where they work.
Requirements
There are no special requirements for any additional software or other materials for this course.
Description
Most companies still operate as if they control their customers. But, in today’s market, it’s really the other way around. In fact, there’s a new boss in town, named Customer CEO.


This course is based on Chuck Wall’s book, Customer CEO: How to Profit from the Power of Your Customers.  Customer CEO was selected by an international panel of judges as one of the top two marketing books published in 2013.


This course will help you confront a new market reality: that customers choose which companies to do business with entirely on their own terms. Contrary to popular opinion, Chuck shows you that the customer is not always right. But, they still hold the cards in today’s fragmented, highly competitive, social commerce marketplace. This reality effectively inverts the power, control, and direction of decision-making. To survive and prosper in this new landscape, leaders, managers, and employees must quickly adapt or face extinction. 


This course offers much more than theory. Chuck’s primary research with over 100,000 consumers has revealed that every customer possesses nine powers. He lays out each power for you and explains how you can take advantage of it for your company.


The course features numerous case studies of companies that enjoy competitive advantage by understanding this new reality.


Overview

Section 1: Meet Customer CEO

Lecture 1 Introduction with Chuck Wall

Lecture 2 It's Time to Stop, Look, and Listen

Lecture 3 The New Boss in Town

Lecture 4 New Winds Are Blowing

Lecture 5 Customer Insight

Lecture 6 Four Spinning Plates

Lecture 7 Propositions

Lecture 8 The Nine Powers

Lecture 9 Don't Wait Until Your Customer Fires You

Section 2: The Power of Me

Lecture 10 There's a New Boss Whether You Like It or Not

Lecture 11 It's All About Trust

Lecture 12 Case Study: IKEA

Section 3: The Power of Value

Lecture 13 What's This Really Worth?

Lecture 14 Enter the Value Zone

Lecture 15 Invasion from Down Under

Lecture 16 Profiting from the Power of Value

Lecture 17 Case Study: Hyundai

Section 4: The Power of Performance

Lecture 18 Things Either Work or They Don't

Lecture 19 Why Does This Happen?

Lecture 20 Jobs to Be Done

Lecture 21 The 18 Performance Questions

Lecture 22 Case Study: Apple

Section 5: The Power of the Heart

Lecture 23 It's a Love Story

Lecture 24 HeartBridge

Lecture 25 Profit from the Power of the Heart

Lecture 26 Case Study: Jyske Bank

Section 6: The Power of Simple

Lecture 27 Why is Business So Overcomplicated?

Lecture 28 41 Ways to Simplify: Part 1

Lecture 29 41 Ways to Simplify: Part 2

Lecture 30 How to Profit from the Power of Simple

Lecture 31 Case Study: In-N-Out Burger

Section 7: The Power of Yes

Lecture 32 Moments of Truth

Lecture 33 Yes Begins on the Frontlines

Lecture 34 How to Say Yes

Lecture 35 How to Profit from the Power of Yes

Lecture 36 Case Study: Discount Tire

Section 8: The Power of the Platform

Lecture 37 Your Fawlty Fiasco

Lecture 38 Every Company Needs to Listen

Lecture 39 How to Tune-In

Lecture 40 How to Profit from the Power of the Platform

Lecture 41 Case Study: Dell

Section 9: The Power of Rebellion

Lecture 42 Customers Hate Your Rules

Lecture 43 Don't Monkey Around

Lecture 44 Growing as a Rebel

Lecture 45 A Better Way

Lecture 46 How to Profit from the Power of Rebellion

Lecture 47 Case Study: Dos Equis Beer

Section 10: The Power of Purpose

Lecture 48 It's Only Business

Lecture 49 A Better World

Lecture 50 It’s All About Your Values

Lecture 51 Don’t Buy Our Stuff

Lecture 52 Case Study: TOMS

Section 11: Becoming a Customer CEO Champion

Lecture 53 Introducing Customer Thinking

Lecture 54 Find Big Insight

Lecture 55 How to Profit from the Power of Your Customers

Lecture 56 Think, Plan, and Do

Lecture 57 Become the Champion

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.