Customer Success | Profit From The Power Of Your Customers

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.
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