A profound shift is underway from functional-driven products, services, and support to a more comprehensive customer experience strategy. Customer experience (CX) is a holistic approach to the customer lifecycle, from before the sale, to the experience the customer has with your products or services, to their experience when needing support, to loyalty and lifetime value. In this course, globally-known customer strategy and management expert Brad Cleveland shows you how to establish, maintain, and continue to improve upon customer experience. Brad covers how to communicate your vision and goals and how to engage your employees in building CX success. He explains how to boost the strategic value of listening, telling your customer’s story, and building a culture of customer advocacy. Brad concludes with ways you can build on the momentum to rally support for investments and chart your direction.
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