Learn To Create Customer Experiences That Deliver Business Value
CEO & Founder, Bodine & Co.
Founding Member, Customer Experience
Professionals Association (CXPA)
It's not enough to make your customers happy. You must also make your organization more successful. That’s why we designed our flagship online training program to advance your skills in defining customer experience improvements that will benefit your customers AND deliver real business value.This course will answer the following questions — while guiding you through a customer experience improvement project that will benefit your business.
Module 1 // Intro to Customer Experience: The Link From Experience To Business Success
Module 2 // Hands, Head, & Heart: The Elements of Good Experiences
Module 3 // Understanding Your Customers: Talk Less, Listen More!
Module 4 // The Customer Journey: What It’s Really Like To Be Your Customer
Module 5 // The Experience Ecosystem: Behind The Scenes Of Your Customer Experience
Module 6 // Root Cause Analysis: A Simple Question Yields Valuable Insights
Module 7 // Experience Design Part 1: The Intersection of Customer Needs & Business Objectives
Module 8 // Experience Design Part 2: Fine Tuning The Experience
Module 9 // Experience Standards: Delivering An Experience With Personality
Module 10 // A Team Sport: Working Together On Customer Experience
Marlin Webster, SGI
Kerry Bodine guides you through essential customer experience concepts and their practical applications in her trademark relatable and engaging style. With six months of access, you can set your own pace and re-watch as often as you like..
This course guides you through the completion of a customer experience improvement project that tackles your specific business challenges. Each module’s exercises build on one another, empowering you to complete a real-world customer experience project and apply your learnings to your day-to-day activities..
We’ve provided all the tools you’ll need to complete your CX improvement project — including practical frameworks, guides, and worksheets. These tools will help you understand how to most effectively deliver value for both internal and external customers. And they’re yours to keep after you’ve completed the course..
Our open-ended quizzes will help you assess your learning by challenging you to articulate key concepts in your own words. These assessments empower you with key messages to champion the business value of customer experience across your organization..
Our discussion guides help you introduce key topics from each of the 10 course modules to the rest of your organization — and lead conversations that will ignite a broader CX transformation..
Get the most of your training investment. Add on group coaching sessions to get personalized support and drive greater business value for your customer experience improvement projects. Get feedback and advice from Kerry Bodine, learn from your peers, and share your own progress and best practices..
World-class customer experience is a team sport — and every single person in an organization plays a role in delivering it. That’s why this course is designed for anyone and everyone, whether your customers are external to your organization or internal employees.
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:
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 private coaching sessions to support your initiative.
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 cross-functional organization.
Yes. We designed this customer experience training program for anyone looking to build a foundation of customer experience skills — and deepen the value that CX improvements can deliver to their organization.
You can choose a timeline that best matches your training goals and business needs. Most clients target course completion in six months, though many accelerate to a 12-week schedule. With both timelines, you’ll have continual access to all course content, template, and tools for a full six months.
Yes, we’ve worked with groups ranging from small CX teams up to business units as large as 600 people. Please contact us to discuss enterprise pricing.
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 VP and Principal Analyst from Forrester Research’s customer experience practice, founding member of the Customer Experience Professionals Association (CXPA), and regular keynote speaker for organizations and events around the world.
1) “Customer-Powered Profits” helps you turn your learning into action. Kerry Bodine helps you select a focus area with the potential to move the needle for your customers and create business value — then guides you though a multi-week or 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 one of the industry’s leading experts on customer experience. Kerry Bodine has synthesized decades of strategy and execution, thought leadership, and quantified best practices — all of which some the world’s largest and most successful companies have relied on for CX guidance.
3) While the 10 training course modules are conveniently self-guided, we also offer group coaching sessions with Kerry Bodine to provide an additional layer of customized support. Have strategic questions about how CX can support your business — or tactical questions about how to execute your initiatives? You’ll have the chance to ask Kerry yourself.
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, see 10 Benefits Of Choosing “Customer-Powered Profits”.
Once you purchase the training course, you’ll receive an email granting you a license to access Bodine & Co.’s online training hub. There, you’ll find all the course content and resources.
When purchasing for multiple team members, you’ll be prompted to provide their email addresses for license activation.
Each subscription provides six months of continual access to all course content, templates, and tools.