Managing the Customer Experience Module

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The Managing the Customer Experience module concentrates on the interactions, both direct and indirect, that customers have with a company and its products or services. Successful customer interactions can lead to positive brand perception, purchase, and ultimately customer loyalty. Specific concepts include multiple forms of business communication to various stakeholders, evaluating the service experience, marketing, and understanding the sales process. This module includes four focus areas each taught by an experienced faculty member or local business leader. Marketing: View your business from the customer's point of view so you can craft a marketing strategy tailored to your unique product and target audience. You will be provided with tools to develop an effective marketing strategy and will learn the basics of how to analyze market opportunities, develop marketing plans, and implement marketing programs. Business Communications: Focus on a variety of business communications for the organization-specifically writing in a business context and designing and delivering business presentations. Written communication will cover appropriate content, organization, and tone. Presentation delivery will focus on effective organization, content, delivery, non-verbal cues, use of media, and appearance. Service Operations: Examine approaches for achieving operational competitiveness in a service-focused business and investigate several tools for analyzing service operations. Operational excellence is critical for success in any service industry, as businesses increasingly face deregulation, global competition, and rapidly-evolving information technology. Sales: Understanding the sales process and the role of a professional salesperson/manager is a critical part of any business, regardless of company size or customer profile. After outlining key steps within the sales process, you will identify ways to improve your company's sales efforts throughout the customer lifecycle. Due to COVID-19, instruction for this course will be online for Fall 2020. Access to the preparatory online component is available two weeks prior to the live-online meet dates. You should anticipate spending eight hours per module in online preparation before the live-online meet dates, plus eight hours per module for online follow up. Please note, requests to drop classes and receive refunds must be submitted no later than one week prior to the live-online meet dates. Please see website for all other policies regarding withdrawing from the class. Register for all four modules in order to receive a bundle price of $4676.40

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