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Customer Success | How to Exceed Your Customers Expectations

Chuck Wall

In today's hyper competitive market, your company needs a competitive advantage much bigger than just low prices. That advantage is value. But value may not be what you've been led to believe it really is. This course will provide key concepts, frameworks, and case studies to help you meet and exceed the expectations of your customers.

In this course you will learn how:

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In today's hyper competitive market, your company needs a competitive advantage much bigger than just low prices. That advantage is value. But value may not be what you've been led to believe it really is. This course will provide key concepts, frameworks, and case studies to help you meet and exceed the expectations of your customers.

In this course you will learn how:

  • The Value Universe effects every customer on their journey from expectation to loyalty
  • People decide what their real needs are
  • Hyundai Motors used customer insight to create an entirely new vehicle
  • Jobs to Be Done thinking will revolutionize your company
  • Costco delivers extreme value to millions of customers
  • Customer Lifetime Value will change the way you evaluate the real value of your customers

Every student who successfully completes this course will be better prepared to engage in the battle for new customers. This knowledge will also prepare you for a more successful career.

Enroll now

What's inside

Learning objectives

  • The objective of this course is to help you better understand how to exceed customers expectations by creating more value every day.
  • Upon course completion, participants will have the knowledge and tools needed to begin to see their current and future customers in an entirely new light.

Syllabus

Undefined

Welcome to How to Exceed Customer Expectations by creating more value every day. Please download the attached workbook that contains key slides and worksheets. Use it as you go through each lecture.

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You will learn how customers evaluate value and take the journey from expectation to loyalty.
The Value Universe
Learn how Hyundai discovered a new way create a car that was more valuable to their target customer.
Hyundai Case Study
Learn the process of how customers evaluate various needs in their lives.
Needy Customers
Learn how customers really hire products: to do jobs that they need to get done.
Jobs to Be Done
Learn what McDonald's discovered about why customers were buying milkshakes on their daily commute.
McDonald's Case Study
This hands on exercise will help you summarize why your customers are hiring your products and services.
Exercise: Why Do People Hire Your Products?
Discover why your most valuable customers may not be who you think they are.
Customer Lifetime Value
This exercise will walk you through every step in calculating what a customer can be worth to your company over a lifetime.
Exercise: Let's Do The Math
Get a closer look at how Costco delivers extreme value and what their customers think about it.
Costco Case Study
Learn the key questions you need to answer if you want to exceed your customer expectations.
Wrap Up

Good to know

Know what's good
, what to watch for
, and possible dealbreakers
Explores the Value Universe, which provides a framework for understanding customer expectations and journeys, and is highly relevant to customer-centric roles
Examines Customer Lifetime Value, which is a key metric for evaluating the long-term profitability of customer relationships and informs strategic decision-making
Includes case studies of Hyundai and Costco, which are useful examples of how companies can create value and exceed customer expectations in different industries
Teaches Jobs to Be Done thinking, which helps learners understand the underlying reasons why customers choose certain products or services and is useful for product development
Features hands-on exercises, which allow learners to apply the concepts and frameworks discussed in the course to their own products and services
Requires learners to download a workbook containing key slides and worksheets, which may require printing or digital annotation capabilities not readily available to all learners

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Save Customer Success | How to Exceed Your Customers Expectations to your list so you can find it easily later:
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Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Customer Success | How to Exceed Your Customers Expectations with these activities:
Review Customer Relationship Management (CRM) Fundamentals
Refresh your understanding of CRM principles to better grasp how customer expectations are managed and exceeded.
Browse courses on CRM
Show steps
  • Review CRM basics.
  • Identify key CRM features.
  • Understand CRM's role in customer satisfaction.
Read 'The Effortless Experience: Conquering the New Battleground for Customer Loyalty'
Explore strategies for minimizing customer effort, a key aspect of exceeding expectations by providing a seamless experience.
View The Effortless Experience on Amazon
Show steps
  • Obtain a copy of the book.
  • Read the book, taking notes on key concepts.
  • Reflect on how the book's ideas relate to the course material.
Read 'Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue'
Gain a deeper understanding of customer success strategies and their impact on business growth.
View Customer Success: How Innovative Companies Are... on Amazon
Show steps
  • Obtain a copy of the book.
  • Read the book, taking notes on key concepts.
  • Reflect on how the book's ideas relate to the course material.
Three other activities
Expand to see all activities and additional details
Show all six activities
Develop a Customer Success Story Presentation
Solidify your understanding by creating a presentation showcasing a company that excels at exceeding customer expectations.
Show steps
  • Research companies known for excellent customer success.
  • Identify specific examples of how they exceed expectations.
  • Create a compelling presentation highlighting their strategies.
Analyze Customer Feedback for Improvement Opportunities
Apply course concepts by analyzing real customer feedback to identify areas where expectations are not being met and propose solutions.
Show steps
  • Gather customer feedback from various sources.
  • Analyze the feedback to identify common themes and pain points.
  • Propose solutions to address the identified issues.
  • Present your findings and recommendations.
Design a Customer Journey Map
Apply your knowledge by creating a visual representation of the customer experience, identifying key touchpoints and opportunities for improvement.
Show steps
  • Define the scope of the customer journey.
  • Identify key customer touchpoints.
  • Map the customer's emotions and experiences at each touchpoint.
  • Identify opportunities to improve the customer experience.

Career center

Learners who complete Customer Success | How to Exceed Your Customers Expectations will develop knowledge and skills that may be useful to these careers:
Customer Success Manager
A Customer Success Manager is responsible for ensuring clients achieve their desired outcomes while using a company's products or services. This course directly aligns with the core responsibilities of a customer success manager, providing frameworks and case studies to understand how customers evaluate value, take the journey from expectation to loyalty, and how to exceed their expectations. The course's emphasis on the 'Value Universe,' 'Jobs to Be Done,' and Customer Lifetime Value provides invaluable insight for a customer success manager when working to fulfill clients' needs and build lasting relationships. A Customer Success Manager should take this course in particular, because of its emphasis on practical examples like the Hyundai and Costco case studies, which allows one to evaluate specific strategies and tactics for customer satisfaction.
See salaries and explore the career path for Customer Success Manager
Client Relationship Manager
A Client Relationship Manager is responsible for nurturing long term relationships with clients to increase customer loyalty and satisfaction. This course directly aligns with the functions of a Client Relationship Manager, as it teaches how customers evaluate value and journey from expectation to loyalty, and how to exceed those expectations. The course's emphasis on the 'Value Universe,' 'Jobs to Be Done,' and Customer Lifetime Value provides invaluable insight for a Client Relationship Manager when working to fulfill clients' needs and build lasting relationships. A Client Relationship Manager should take this course in particular, because it contains case studies like those that examine Hyundai and Costco.
See salaries and explore the career path for Client Relationship Manager
Account Manager
An Account Manager maintains relationships with clients and seeks ways to provide additional value to those clients. This course is helpful for an account manager, because it teaches the 'Value Universe,' how people determine their needs, and how to understand Customer Lifetime Value. These lessons help one to better serve clients and to create mutual value. The Hyundai and Costco case studies will provide direct examples of value creation. By taking this course, an Account Manager will be better equipped to understand customer needs and increase customer satisfaction, which can lead to improved account retention and growth.
See salaries and explore the career path for Account Manager
Customer Experience Analyst
A Customer Experience Analyst gathers and analyzes data about customer interactions to improve the overall customer experience. This course directly aligns with the functions of a customer experience analyst, because it explores how customers evaluate value, how they journey from expectation to loyalty, and how to exceed their expectations. The course’s modules on the 'Value Universe' and the 'Jobs to Be Done' framework allow a Customer Experience Analyst to discover the pain points in customer journeys. By taking this course, a Customer Experience Analyst will better understand customer behavior and the implications of its data analysis.
See salaries and explore the career path for Customer Experience Analyst
Sales Representative
A Sales Representative's mission is to understand customer needs and to match them with the appropriate products and services. This course helps a sales representative by providing methodologies to understand how customers evaluate value via the 'Value Universe,' 'Jobs to Be Done,' and Customer Lifetime Value modules. By recognizing what customers truly seek, a Sales Representative can better tailor their sales approach and build rapport. The course's case studies regarding Hyundai and Costco will help a Sales Representative to understand successful value proposition strategies. A Sales Representative should take this course to better understand the psychology behind customer behavior and translate that into sales wins.
See salaries and explore the career path for Sales Representative
Market Research Analyst
The primary role of a Market Research Analyst is to investigate and analyze market data, consumer behavior, and competitive intelligence. This course will help guide a market research analyst through the customer journey -- from expectation to loyalty. The course’s emphasis on the 'Value Universe,' ‘Jobs to Be Done,’ and Customer Lifetime Value provides invaluable insight, as does the Hyundai and Costco case studies. A market research analyst will gain from taking this course, especially due to its emphasis on methodologies to understand customer needs and preferences.
See salaries and explore the career path for Market Research Analyst
Sales Manager
A Sales Manager leads a team of sales representatives to achieve sales targets and may also have direct client involvement. This course is helpful for a sales manager as it provides methodologies to understand how customers evaluate value via the 'Value Universe,' 'Jobs to Be Done,' and Customer Lifetime Value modules, and also provides case studies. A Sales Manager can use the coursework to train and motivate a sales team with techniques that translate customer understanding into sales wins. A Sales Manager should take this course because it will guide their team to be more customer-centric and effective in the sales process.
See salaries and explore the career path for Sales Manager
Business Consultant
A Business Consultant provides expert guidance to organizations on how to improve their overall performance. This course may be useful for a business consultant because it offers expertise in customer value creation as well as methodologies to understand expectations and customer loyalty. The course’s framework for evaluating the 'Value Universe,' understanding ‘Jobs to Be Done,’ and calculating Customer Lifetime Value contributes to a client-first approach for strategic planning. The course’s case studies, like Hyundai’s customer insight strategy, should be of particular value. A business consultant should take this course as it provides valuable methodologies for meeting client needs and exceeding customer satisfaction.
See salaries and explore the career path for Business Consultant
Marketing Specialist
A Marketing Specialist researches and executes campaigns to target specific customer demographics. This course may be useful for a marketing specialist because it provides insights into how customers perceive value and make decisions, as well as the psychology behind needs. The exploration of the 'Value Universe,' 'Jobs to Be Done' framework, and the analysis of Customer Lifetime Value can be especially helpful for targeted marketing. The course’s case studies, like Costco's value delivery strategy, provide real-world examples that can translate to marketing campaigns. A Marketing Specialist should take this course to further develop an understanding of customer behavior and how to better align marketing campaigns with customer desires.
See salaries and explore the career path for Marketing Specialist
Business Development Manager
A Business Development Manager identifies and pursues new business opportunities and strategic partnerships. This course may be helpful for a business development manager because it helps one to better understand customer value and relationship building. The course's modules on ‘Value Universe,’ ‘Jobs to Be Done,’ and Customer Lifetime Value can be critical in identifying opportunities for product and service development. The Hyundai and Costco case studies can inform strategic approaches to prospective clients. A Business Development Manager who takes this course learns to focus on the needs of clients and develop new business ventures that meet those needs.
See salaries and explore the career path for Business Development Manager
Product Manager
A Product Manager defines the vision and strategy for a product, and this course may be useful for a product manager as it provides insights into customer needs and expectations. The 'Jobs to Be Done' framework and exploration of the 'Value Universe' can help a product manager identify customer needs and pain points. The course’s case studies, such as the one regarding Hyundai's creation of a new car, can be especially useful for product strategies. A Product Manager should take this course because it provides insight into customer behavior and value perception, helping them to develop products that meet customer needs effectively.
See salaries and explore the career path for Product Manager
Customer Service Representative
A Customer Service Representative has direct contact with customers and resolves customer service issues. This course may be useful for a customer service representative because it helps one to understand how customers evaluate value, make decisions, experience loyalty, and the psychological concepts behind those behaviors. The course's modules on the 'Value Universe' and the 'Jobs to Be Done' framework will help a Customer Service Representative to understand customer needs and expectations. A Customer Service Representative will be better prepared to address customer needs through taking this course, as well as to learn how to build customer loyalty.
See salaries and explore the career path for Customer Service Representative
Brand Manager
A Brand Manager is responsible for developing a brand’s identity and ensuring customer loyalty. This course may be useful for a brand manager because it provides an understanding of the 'Value Universe,' the 'Jobs to Be Done' framework, and customer lifetime value. A Brand Manager will be able to use that knowledge to create marketing campaigns and brand messaging that focus on customer needs. The Hyundai and Costco case studies provide proven strategies for customer loyalty and value creation. Taking this course will help a Brand Manager build a brand that is highly successful.
See salaries and explore the career path for Brand Manager
User Experience Designer
A User Experience Designer creates products and services that customers find easy to use and enjoyable. This course will help a user experience designer to better understand customer needs, expectations, and decision making through the 'Value Universe,' 'Jobs to Be Done' framework, and the concepts of customer lifetime value. The case studies, such as Hyundai and Costco, will allow a User Experience Designer to understand how these companies have exceeded customer needs. This course will allow a User Experience Designer to understand and translate customer needs into a design.
See salaries and explore the career path for User Experience Designer
Operations Manager
An Operations Manager is responsible for ensuring the smooth day to day running of a company and may have a direct impact on service delivery. This course will help an operations manager, particularly if customer satisfaction is within the scope of their duties. The course's focus on 'Value Universe,' 'Jobs to Be Done,' and Customer Lifetime Value may help an Operations Manager to understand the impact of their decisions on customer experience. By taking this course, an Operations Manager will gain insight into what customers perceive as valuable and will be able to better support customer focused areas of the business.
See salaries and explore the career path for Operations Manager

Reading list

We've selected two books that we think will supplement your learning. Use these to develop background knowledge, enrich your coursework, and gain a deeper understanding of the topics covered in Customer Success | How to Exceed Your Customers Expectations.
Cover image
The Effortless Experience
Save
Challenges the conventional wisdom that exceeding customer expectations always leads to loyalty. It argues that reducing customer effort more reliable strategy. This book provides a valuable counterpoint to the course's emphasis on exceeding expectations, offering a nuanced perspective on customer loyalty. It is commonly referenced by customer success professionals.
The Effortless Experience
Paperback
Check
The Effortless Experience
Kindle Edition
Check
Cover image
Customer Success
Save
Provides a comprehensive overview of customer success as a business strategy. It covers key concepts, best practices, and real-world examples. This book valuable resource for understanding the broader context of customer success and its impact on business outcomes. It is commonly used as a textbook at academic institutions and by industry professionals.
Customer Success: How Innovative Companies Are...
Hardcover
$$
Customer Success: How Innovative Companies Are...
Kindle Edition
$$

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Effort
1 total hour
Via
Udemy
Instructor
Chuck Wall
Language
English
Good to know
Explores the Value Universe, which provides a framework for understanding customer expectations and journeys, and is highly relevant to customer-centric roles
Examines Customer Lifetime Value, which is a key metric for evaluating the long-term profitability of customer relationships and informs strategic decision-making
Includes case studies of Hyundai and Costco, which are useful examples of how companies can create value and exceed customer expectations in different industries
Teaches Jobs to Be Done thinking, which helps learners understand the underlying reasons why customers choose certain products or services and is useful for product development
Features hands-on exercises, which allow learners to apply the concepts and frameworks discussed in the course to their own products and services
Requires learners to download a workbook containing key slides and worksheets, which may require printing or digital annotation capabilities not readily available to all learners
Share and help others discover this course.
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