Did you know that every customer contact results in a relationship? You may not realize it, but even when customers only do business with an organization once, they remember and judge the organization by their relationship with the employees. Whether their relationship is good or bad, they will... more
Your customers are essential to the success of your business. Customer Experience (CX) journey maps are arguably the most important instrument for capturing your customer's true interactions with your company brand. Discover your customers and their experiences through various personas throughout... more
This course examines the theories and models of leadership and followership. Environmental factors, organizational objectives, company culture, and individual and group ethical standards will be examined to incorporate situational determinants of leadership effectiveness. We look at aspects that... more
Emotional Intelligence (EI) is the ability to understand and manage your own emotions, and those of the people on your team or around you. People with a high degree of emotional intelligence know what they're feeling, what their emotions mean, and how these emotions can impact others.
For leaders,... more
Learn why Customer Experience (CX) isn’t a project that simply has a start and end date – it’s a state of your organization and it starts at the top. Integrating CX into business strategies and tactical initiatives, as well as skillfully executing, leads to revenue and retention rewards, among many... more
This is part 1 of a 2 course series. It is well known that most new product launches will ultimately fail in the marketplace. The stakes are too high for organizations to assume they know what is best for the consumers of their product or provide enhancements to an existing product line that... more