Online Training:
Customer-Powered Profits

10 Lessons to Unlock the Potential of Customer Experience

With Kerry Bodine

CEO & Founder, Bodine & Co.

Co-Author of Outside In: The Power of Putting
Customers at the Center of Your Business

Founding Member, Customer Experience
Professionals Association (CXPA)

  • Self-directed Schedule
  • Practical, Actionable Exercises
  • Ready-To-Use Templates
  • Comprehensive Instruction
  • Virtual Huddles with Kerry
  • Financial Focus

Learn How To Create Customer Experiences
That Drive Business Results

Customer-Powered Profits is a self-directed, virtual training program designed to advance your skills in defining customer experience improvements that will benefit your customers and produce valuable business outcomes. It delivers foundational and advanced teachings for executing CX initiatives throughout your complex organization.

Customer-Powered Profits has 10 modules, organized around three themes:

PART 1: Introduction

What is Customer Experience? And why is it critical to your organization’s success?

Modules 1 & 2 introduce the framework for outcome-oriented customer experience initiatives.

  • Explore the link between experience investments and strong business performance
  • Understand what customer experience is, what it is not, and how everyone in an organization is responsible for continually improving the customer experience
PART 2: Defining the Problem

What are the intentional (and unintended) experiences your organization delivering — and why?

Modules 3–6 help you understand what it’s really like to be your customers today.

  • Explore how customers’ wish lists are different from their needs & expectations
  • Leverage tools to help you understand the root causes of their pain points
  • Define the organizational factors that are supporting (or impeding) opportunities for customer retention and growth.
PART 3: Delivering Practical Solutions

What future experience will maximize value for both your organization and your customers?

Modules 7–10 position teams with practical, actionable solutions that balance the future objectives of your customers, your business, and your brand promise

  • Learn how to identify and develop solutions with the value for your organization and your customers
  • Discover tactics to ensure that they’ll be effective
  • Understand the tools and practices you’ll need to communicate the return on investment as you deliver these solutions

Topics We’ll Cover

  • Interviewing Customers
  • Experience Design
  • Prototyping
  • Journey Mapping
  • Ideation
  • Testing
  • Service Blueprinting
  • Prioritization
  • Business Case Development
  • Root Cause Analysis

“SPOT ON! I love how Kerry brings these big messages into understandable, bite-sized chunks for anyone who may be new to the CX world — or for teams who need a refresher.”

MarlinWebster, SGI

Everything You Need to Succeed

  • 10 Instructional Videos

    Kerry breaks down and guides you through the concepts and tactics for each of the 10 modules, in her trademark relatable, practical, and engaging style. WIth 12 months’ access, you can set your own pace and re-watch as often as is helpful.

    .

  • Live Virtual Huddles

    Join virtual huddles with Kerry and fellow course participants for valuable live sessions to share your progress and best practices, get feedback and advice, and learn from your peers at other organizations.

    .

  • Real-World Exercises

    Each module contains post-video exercises so you can apply what you’ve learned. By the end of the full course, these cumulative exercises empower you to complete a real-world customer experience project and apply learnings to your day-to-day activities.

    .

  • Knowledge Assessments

    Track your progress and knowledge retention with our open-ended assessments. These assessments empower you with key messages to champion the business value of customer experience across your organization.

    .

  • Discussion Guides

    The learning is iterative and continues even after you’ve completed the online training course. These guides help you optimize strategic and tactical discussions about the topics from each module across your organization.

    .

  • Ready-To-Use Tools

    All of the tools you’ll need — frameworks, guides, and worksheets — are provided within this course and yours to download and keep. These tools are the culmination of assets that Bodine & Co. has been creating and refining for more than a decade.

    .

CX For Everyone

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.

For Individuals

Whether you’re a customer experience professional or seeking to understand your customers’ needs and expectations, this course is for you.

For Organizations

We want everyone in your organization to know what it takes to put the customer at the center of your business. Our enterprise pricing ensures that we’re delivering a high-impact and cost-effective training solution that scales for large groups. Inquire about pricing for your team or cross-functional organization today.

    For those serving
    customers

  • Customer Experience
  • User Experience
  • Marketing
  • Sales
  • Customer Support
  • Product Development

    For those serving
    internally

  • Information Technology
  • Human Resources
  • Operations
  • Process improvement
  • Finance
  • Legal

FAQs

Is this course for me?

Yes. This course is meant for practitioners, leaders, and anyone looking to deepen the value that customer experience delivers to their organization.

I’d like to provide this training for a large part of my organization. Is there a discount?

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.

What tools and templates are included?

You’ll have access to relevant tools and methods that Bodine & Co. has been using — and perfecting — for the past 15 years, including a journey mapping exercise, discussion guides, brainstorming worksheets, and prioritization tools.

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.” She’s a founding member of the Customer Experience Professionals Association (CXPA), former VP and Principal Analyst from Forrester Research’s customer experience practice, and regular keynote speaker at leading CX events around the world.

Why is this better than other experience courses?

While there are dozens of unique advantages, the primary four are:

1) “Customer-Powered Profits” is financially focused. Nearly all CX training programs focus on understanding what delights customers. Our program furthers that, uniquely positioning your team to also measure and monetize that happiness, delivering financial value for your organization.

2) You and your teams will be learning directly from one of the industry’s leading experts on customer experience. The course is synthesized from decades of strategy and execution, thought leadership, and quantified best practices that some of the world’s largest companies have relied on for CX guidance.

3) “Customer-Powered Profits” is designed to empower you and your teams with everything you everything you need to create remarkable and profitable customer experiences. That includes the knowledge base and skills to feel confident enough to get to work once you complete this course. And you can do it on your own time.

4) While the 10 modules are conveniently self-guided, virtual huddles with Kerry are included with each license. Tricky questions on ROI or something you just want to understand better? You’ll have the chance to ask her yourself.

For more, check out Top 10 Reasons to Enroll in Customer-Powered Profits.

How will we access it?

Once you purchase the training course, you’ll receive an email granting you a license to access Bodine & Co.’s online hub. There, you’ll find all the course content and resources.

Note: When purchasing for multiple team members, you’ll be prompted to provide their email addresses for license activation.

How long are the training licenses active?

Each subscription provides 12 months of continual access to all course content, template, and tools.

Still have questions?

Send us a message.

We look forward to helping you and your organization maximize the financial value of your customer experience improvement initiatives.

Enroll today!

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