Customer Experience: 6 Essential Foundations For Lasting Loyalty

Course details

Even if you're just getting started in customer experience, you probably already know where your organization’s experience isn't measuring up. Those shortcomings often happen because you lack simple, repeatable techniques for consistently designing and delivering great experiences. In this course, join Sam Stern, a senior manager of customer experience at LinkedIn, as he shares six easy-to-apply techniques for improving customer experiences. Develop your tool kit for making experiences that truly stand out by attending to wait time, using plain language, setting clear expectations, building trust, closing loops, and apologizing gracefully.

Concepts

0. Introduction

01 - Essential techniques customer experiences

1. Attend to Wait Time

02 - Negative impact of unattended customer waits
03 - How to identify unattended customer waits

2. Use Plain Language That Your Customers Understand

04 - Why plain language is so important
05 - How to speak so that customers understand

3. Build and Reinforce Trust in All Interactions

06 - Why trust is so important to CX
07 - Customer advocacy builds trust
08 - Transparency builds trust
09 - Consistency builds trust
10 - Time builds trust

4. Set Clear Expectations

11 - How customer expectations shape perceptions
12 - Understand your customers' current expectations
13 - Set clear expectations with customers
14 - Meet customer expectations

5. Apologize Gracefully and On Time

15 - The power of apology in customer experience
16 - The structure of a great apology

6. Close Loops

17 - Why unclosed loops are so frustrating for customers
18 - Best practices for closing loops with customers

Conclusion

19 - How to start using these foundations in your experience

Customer Experience: 6 Essential Foundations For Lasting Loyalty

Authors

Sam Stern