Online Customer Experience Training
Customer Experience Design for Business Success: Learn to create experience improvements that deliver impactful business results — no matter who your customer is.
With Kerry Bodine
CEO & Founder, Bodine & Co.
With Kerry Bodine
Co-Author of Outside In: The Power of Putting Customers at the Center of Your Business
Founding Member, Customer Experience Professionals Association
Customer-powered profits
The only online customer experience training program that guides you through a real-world experience improvement project. Get trained. Make an impact.
We designed our flagship online training program to advance your skills in defining customer experience improvements that will benefit your customers and deliver tangible business results. This course will answer the following questions — while guiding you through a real-world customer experience improvement project.
- How do exceptional experiences drive business value and profitability?
- What are the key qualities of successful customer experiences?
- What are the essential tools and methodologies for diagnosing experience pain points and designing effective experiences?
- How can you ensure that your experiences are aligned with your organization’s brand and support key business objectives?
Customer-Powered Profits will enable you to create more effective experiences — no matter what type of “customer” you serve:
- B2C customers like shoppers, members, patients, students, and citizens.
- B2B customers like business buyers, sales reps, and procurement managers.
- Internal customers like job candidates and employees.
Curriculum
Building an essential foundation
This introduction to essential customer experience concepts establishes the framework for value-oriented customer experience initiatives.
Module 1
Intro to Customer Experience: The Link From Experience To Business Success
- What is customer experience — and what is it not?
- How does customer experience drive valuable business outcomes?
Module 2
Hands, Head, & Heart: The Elements of Good Experiences
- What are the elements of good customer experiences?
- Who’s responsible for fixing bad customer experiences?
- How can you respond productively and effectively to unhappy customers?
Identifying critical challenges to solve
What’s it really like to be your customer? Understand the intentional and unintentional experiences your organization delivers today.
Module 3
Understanding Your Customers: Talk Less, Listen More!
- What is customer experience — and what is it not?
- How does customer experience drive valuable business outcomes?
Module 4
The Customer Journey: What It’s Really Like To Be Your
- Why are customer journeys important?
- What are the elements of effective journey maps?
- How can you create a journey map?
Module 5
The Experience Ecosystem: Behind The Scenes Of Your Customer Experience
- What is the experience ecosystem?
- How do behind-the-scenes employees influence the customer experience?
- How can you start to understand all of the connections within your ecosystem?
Module 6
Root Cause Analysis: A Simple Question Yields Valuable Insights
- How can you understand the fundamental sources of your customers’ pain points?
- What are the potential pitfalls in making changes to your experience ecosystem?
- How do the customer journey, the experience ecosystem, and root cause analysis all fit together?
Defining effective and profitable solutions
What actions and solutions will best balance your customers’ goals and expectations with your brand and business objectives?
Module 7
Experience Design Part ONE: The Intersection of Customer Needs & Business Objectives
- What is experience design?
- What’s the most effective way to brainstorm solutions to customers’ pain points?
- How can you identify the solutions with the greatest potential to create a positive impact?
Module 8
EXPERIENCE DESIGN PART TWO: FINE TUNING THE EXPERIENCE
- How can you ensure that your solutions have the right features and attributes?
- What potential roadblocks to the design process might you encounter?
- How can you overcome those roadblocks?
Module 9
Experience STANDARDS: Delivering An Experience With Personality
- Is there a universal “good” experience that every organization should strive to deliver?
- How can you translate brand attributes into tangible experiences?
- How can you ensure your organization delivers a consistent experience across channels and customer journeys?
Module 10
A Team Sport: Working Together On Customer Experience
- What’s the impact of the promises you make to customers?
- How can you get executive support for your larger experience improvement initiatives?
- And are we finally done with all this customer experience stuff?
topics we’ll cover
Everything You Need to Succeed
3+ hours of
video instruction
Kerry Bodine guides you through essential customer experience concepts and their practical applications in her trademark relatable and engaging style. With three years of access, you can set your own pace and re-watch the videos as often as you like.
Your own real-
world project
Each of the 10 modules builds on the previous one, empowering you to complete a real-world customer experience project that tackles one of your organization’s business challenges. Not sure which project to choose? We guide you through that decision in Module 1.
Actionable
tools
We’ve provided all the tools you’ll need to complete your experience improvement project — including practical frameworks, guides, and worksheets. These tools are yours to keep and use in your own experience practice after you’ve completed the course.
Knowledge
assessments
By challenging you to articulate key course concepts in your own words, our quizzes will help you assess your learning — and prepare you to champion the business value of exceptional experiences across your organization.
Discussion
guides
Our discussion guides help you reflect on key course topics on your own or with your team members. Use these same guides to lead thought-provoking conversations with both your team and the broader organization.
Add on: Live
coaching sessions
Get the most of your training investment. Add on individual or team coaching sessions to get personalized support and drive greater business value for your customer experience improvement projects.
Customer Experience
Training For Everyone
Delivering world-class customer experiences is a team sport — and every single person in your organization plays a different role. That’s why we designed this course to be accessible for anyone in any role, regardless of who your “customer” is.
For any business model
- B2C
- B2B
- B2B2C
For those serving EXTERNAL customers
- CUSTOMER EXPERIENCE
- MARKETING
- SALES
- CUSTOMER SUCCESS
- CUSTOMER SUPPORT
- PRODUCT DEVELOPMENT
For those serving Internal customers
- Information Technology
- Human Resources
- Operations
- Process improvement
- Finance
- Legal
For Individuals
If you’re seeking to better understand how you can support your customers’ needs and expectations and make your organization more successful in the process, this course is for you. Our course participants include those who:
- Have just joined a customer experience team and want to build a strong foundation in experience concepts and methodologies
- Are transitioning to customer experience from another customer-focused discipline, like customer success, customer support, or user experience
- Work in a customer-facing discipline, like marketing or sales, and want to be more proactive in responding to their customers’ needs and expectations
- Work in a cross-functional support role, like information technology or human resources, and want to better serve their internal colleagues.
For Teams
Are you growing your customer experience group? Or setting up a tiger team to solve a specific business challenge in a customer-centric way? This course will ensure you’re aligned in your approach and have the knowledge and tools to be successful. Inquire about team coaching sessions to support your initiative.
For Organizations
We want everyone in your organization to know what it takes to deliver an effective and profitable customer experience. Our enterprise pricing ensures that you’ll get a high-impact and cost-effective training solution that scales for large groups. Inquire about pricing for your business unit or entire organization.
FAQs
Is this course for me?
Are you looking to build a foundation of customer experience skills? Deepen the value that experience improvements deliver to your organization? Or, simply serve your customers better? If you answered yes to any of these questions, this course is definitely for you.
Will this course help me design more effective employee experiences?
Yes! We designed this course for:
- B2C organizations with customers like shoppers, members, patients, students, and citizens.
- B2B organizations with customers like business buyers, sales reps, and procurement managers.
- Organizations who want to improve the job candidate and employee experience. In the course, we refer to these groups as “internal customers.”
All of the lessons and exercises are equally applicable for each of these groups.
How long will it take for me to complete the course?
You can choose a timeline that best matches your training goals and business objectives. Most participants target course completion in six months, though many accelerate to a 12-week schedule. With both timelines, which are outlined within the online course hub, you’ll have continual access to all content, templates, and tools for three years.
I’d like my entire organization to take this training. Is there a discount?
Yes, we’ve worked with groups ranging from small customer experience teams up to large business units and entire organizations. Contact us to discuss group and enterprise pricing.
Who is Kerry Bodine?
Kerry Bodine is a globally celebrated expert in the field of customer experience. She’s the founder and CEO of Bodine & Co. and co-author of the seminal customer experience book, Outside In: The Power of Putting Customers at the Center of Your Business. Steve Forbes hailed this book as an “eye-opener [that] gives you a comprehensive, need-to-know look at how smart companies achieve sustainable success in dealing with customers.”
Kerry is also a former Vice President and Principal Analyst from Forrester Research’s customer experience practice, a founding member of the Customer Experience Professionals Association, and regular keynote speaker for organizations and events around the world.
Why is this better than other customer experience training courses?
1. “Customer-Powered Profits” helps you turn your learning into action. We help you select a focus area with the potential to move the needle for your customers and create business value — then guide you though a multi-month customer experience improvement project. This focus on real-world outcomes ensures you get the most out of your training investment.
2. You’ll be learning directly from customer experience pioneer and leading expert, Kerry Bodine. For this course, she synthesized decades of strategy and execution, thought leadership, and best practices — all of which the world’s largest and most successful companies have relied on for customer experience guidance.
3. While the 10 training course modules are conveniently self-guided, we also offer individual and team coaching sessions with Kerry Bodine to provide an additional layer of customized support. Have strategic questions about how customer experience can support your business — or tactical questions about how to plan and execute your improvement initiatives? Get them answered in a private coaching session.
4. Nearly all customer experience training programs focus on understanding what delights customers. Our program furthers that, uniquely positioning you and your team to measure and monetize that happiness, delivering financial value for your organization.
For more reasons, see 10 Benefits Of Choosing “Customer-Powered Profits”.
How will I access the training?
Once you purchase the course, you’ll be granted a license to access Bodine & Co.’s online training hub. There, you’ll find all the course content and resources.
If you’re purchasing the course for multiple team members, you’ll be prompted with additional instructions for license activation after your purchase is complete.
How long will I have to access the training program?
Each subscription provides three years of continual access to all course content, templates, and tools.
