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Customer Experience Management: Grow Your Business With A Purpose
Course Series Foundation - Customer Experience Management: Grow Your Business With A Purpose
Introduction: Why On Purpose? (2:34)
Why Purposeful Customer Experience Matters? (4:24)
What Are The 3 Types Of Purpose? (7:26)
What Do 'On Purpose' Brands Do? (2:47)
Course 1 Introduction - Customer Experience Management: Brand Purpose & Leadership
Welcome & Course Overview (1:48)
How To Create A Great Purpose
Step 1: What Does A Great Purpose Look Like? (4:11)
Step 2: Where Do You Get Your Insight? (3:16)
Step 3: How Leadership Owns It (5:00)
Step 4: Tips On How To Write A Purpose (5:18)
How To Be A Purposeful Leader
How To Be A Purposeful Leader (6:27)
Behaviour 1 (4:28)
Behaviour 2 (4:37)
Behaviour 3 (6:55)
Course 1 Conclusion - Customer Experience Management: Brand Purpose & Leadership
Course Conclusion (1:26)
Course 2 Introduction - Customer Experience Management: Brand Promise & Customer Loyalty
Welcome & Course Overview (0:52)
Using Infectious Communication
Don't Fake It (6:46)
Don't Fudge It (5:14)
Don't Force It (3:27)
Distinctive Customer Experience
Distinctive Customer Experience (6:53)
Using Customer Journey Maps (6:28)
Defining Your Brand Promise (3:15)
Continuous Innovation
Continuous Innovation (4:40)
Setting Yourself Up For Success Long Term (3:32)
Course 2 Conclusion - Customer Experience Management: Brand Promise & Customer Loyalty
Course Conclusion (1:09)
Course 3 Introduction - Customer Experience Management Course: Brand Purpose & Employee Alignment
Welcome & Course Overview (1:05)
Creating A Cult Like Culture (9:08)
Distinctive Employee Experiences
Delivering A Distinctive Employee Experience (0:19)
How To Attract The Right People (3:51)
How To Hire The Right People (3:53)
How To Retain And Remove The Right And Wrong People (5:44)
How To Empower People To Focus On Customers (8:53)
How To Use Branded Experience Training To Communicate The Purpose (4:27)
Experience Measurement
The Importance Of Experience Measurement (3:35)
What Is The Customer Experience Scorecard? (6:40)
How Do You Build One (6:48)
Course 3 Conclusion - Customer Experience Management Course: Brand Purpose & Employee Alignment
Course Conclusion (1:30)
Course Series Conclusion - Customer Experience Management: Grow Your Business With A Purpose
The Seven Deadly Sins (3:59)
Course Series Conclusion (2:39)
How To Empower People To Focus On Customers
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