From vision to victory:
The leader's guide to customer experience
A definitive guide to creating CX initiatives that deliver more value for customers, strengthen your brand, and produce real-world business results. All for the price of a post-inflation, oat milk cappuccino.
“This course provides a pragmatic, evidence-based approach to customer experience strategy from an authority on the topic. I highly recommend it to leaders and practitioners who want to create more value for both their customers and their business.”
“This is the course we have been waiting for in CX. Matt draws on his encyclopedic knowledge and experience of CX in the real world, giving you facts, figures and brilliant illustrations delivered with his signature wit. Warning - take this course and things won’t be the same for you. Thank goodness for that! CX needs this shake up and some straight talking and Matt brings this to you in buckets. ”
“It’s not just for folks in an executive or leadership role. If you’re a practitioner, if you’re a designer, if you’re in anyway interested in what you can do to improve your CX, and have programmes that deliver commercial results, then this is for you. ”
“This is an essential look at customer experience. Matt Watkinson directly challenges CX orthodoxy but does so with logic, facts and research. There are valuable shocks in this course, but rest assured these shocks are then soothed with solutions and superb guidance on how to build and execute winning CX strategies.”
“From strategy to execution, Watkinson breaks through the common biases and myths of CX and delivers a course to help set your company up with a customer-centric approach for long-term success.”
“This is an outstanding e-learning course that demonstrates how to generate real CX excellence and how to align it to the commercial objectives of the business. Matt does a tremendous job providing much needed clarity, real world examples and practical initiatives that are crucial for any business effort.”
“Matt has created a lighthouse to navigate through the fog of customer experience design. The course provides a simple path forward by focusing on the key elements that work across a multitude of scenarios. You’ll complete the course knowing both the fundamentals of customer experience and how you might apply those to your business or product.”
“The Leader’s Guide to CX has provided me with so much more than content and information. It has reinforced my passion for alignment and strategic thinking in my CX practice while forcing me to think differently and challenge some long-standing beliefs — particularly surrounding diagnostics and metrics. The modules were detailed while relatable and easy to digest and filled with tangible and REAL take aways. This course is a must for any CX strategist or practitioner”
“Matt’s course is an absolute must-do if you care about customers. For beginners wanting to understand the basic concepts of CX, through to experienced practitioners looking to learn advanced concepts like ‘affordable loss’. Matt’s pragmatic lessons from years of experience are easily consumable and actionable. Just do it! ”
Online course overview
There has never been more hype about customer-centricity, and businesses have never invested as much in attempts to understand and satisfy their customers.
Yet few initiatives have led to improvements customers notice, and even fewer have produced tangible business results.
Created in direct response to the questions and concerns of senior executives and leaders at many of the world’s top companies, this course explains exactly why that is and, more importantly, what to do about it, based on years of real-world experience helping brands like yours define and deliver their CX strategies.
Module 1:
Foundations for CX success
This module includes:
The universal success criteria for CX initiatives
The six most common causes of CX project failure
Defining what CX means in your organization
Diagnosing the problem before prescribing the solution
Why simply better beats deliberately different
Module 2:
Avoiding the satisfaction trap — myths about satisfaction, loyalty and advocacy
This module includes:
The three popular myths that plague CX initiatives
Why satisfaction scores don't always reflect the success of CX initiatives
Why more satisfaction doesn't always mean more business
New customer acquisition vs. loyalty — how brands grow
The super fan myth and the truth about brand advocates
Module 3:
Achieving commercial results with your CX initiatives
This module includes:
Treating CX as a means not an end
How to win big by thinking affordable loss, not ROI
Module 4:
CX and brand — defining your experiential signature
This module includes:
Why and how to define an experiential signature for your brand
Module 5:
Execution and prioritization
This module includes:
Work backwards from execution
Move fast and fix things
How to prioritize
Expectation management
Companion material
The Leader’s Guide to Customer Experience — Ebook
A written companion to the course to refer back to. This 40-page ebook also contains bonus material on how to systematically create memorable interactions that change the customer’s perception of your brand.
The truth about the Net Promoter Score and customer experience — Ebook
In my first book, The Ten Principles Behind Great Customer Experiences, I showed enthusiastic support for the Net Promoter Score. But over the last decade, the flaws in this metric have become increasingly apparent. This brief ebook provides a valuable critique for those organizations still relying on NPS to guide their decision-making, to help them avoid the metric’s common pitfalls.
Questions?
If you have any questions about purchasing and taking this course check the FAQ page or get in touch.