Customer Experience (CX)

Businesses that provide extraordinary customer experiences (CX) are better and different for customers and more profitable and longer lasting than their competition. Companies like Apple, ServiceNow, Amazon, REI, Intuit (TurboTax and Quickbooks), and newer businesses and start-ups including Tesla, Grant James Wines, and Stitch Fix, dominate their industries and marginalize competition. These “Experience Maker” companies have surpassed businesses competing by product, service, or price with purpose-built customer experience and the user experience within it. Experience makers have high customer advocacy rates that increase revenues and profitability while reducing customer acquisition cost, churn rates, promotional expenses and more.

This course explores the value of customer experience, the culture and best practices of CX leaders, how customer experience intelligence is developed and applied to decision making that improves and innovates customer experience interactions and strategies. It was developed at UC San Diego Extended Studies to be practical and innovative with input from leading customer experience companies and insight based on the instructor’s professional experience in CX, university based instruction, and as an author of two leading books about customer experience leadership.

This course is designed for domestic and international students and experienced professionals who directly or indirectly impact customer experience; this includes executives, marketing and business professionals, product and service developers, and business owners.


Learning Objectives:

• Understand what customer experience is and its value to help make the case to invest and commit to it.
• Understand the important differences between customer satisfaction and customer advocacy, customer service and customer experience, and what they mean for customer experience development and leadership.
• Define and apply customer experience intelligence for decision making for customer experience strategies and customer interaction improvement and innovation.
• Objectively evaluate customer experiences qualitatively and quantitatively on and off the internet. Then based on insights from the evaluation, make recommendations to fix, improve and innovate customer experience interactions and strategies.

Course Number: BUSA-40878
Credit: 3.00 unit(s)

+ Expand All

10/17/2023 - 12/12/2023

$695

In-class

La Jolla

Add To Cart

• SECTION ID:

  176721

• CLASS TYPE:

  This is a traditional classroom setting.
  
  All class meetings held in-person according to published location, dates and times. Students may be expected to engage with course content online during the published course dates.

• INSTRUCTOR:
  

  Bean, Jeofrey, Principal, Del Mar Research & Consulting, LLC

  Jeofrey Bean is a customer experience and internet marketing expert.   As the principal of Del Mar Research he guides companies in making successful customer experience decisions as consultant, keynote speaker and educator, developing and leading courses, training seminars and workshops.   As an expert reviewer at the Customer Experience Special Interest Group (CX SIG), sponsored by Intuit, Bean advises start-ups and established businesses. He has worked with ProFlowers(FTD), Sony PlayStation, FirstAllied.com, Stickshift, TheCourseKey.com and Nanomedical Diagnostics Biotech on improving and innovating online customer experience.   Bean is the author of two customer experience books of leadership. His latest book is "Customer Experience Rules! 52 best pr...Read More

• TEXTBOOKS:

  REQUIRED

  The Customer Experience Revolution: How Companies Like Apple,Amazon and Starbucks Have Changed Business Forever 1st
  by Bean, Van Tyne
  ISBN / ASIN: 9780982664469

  You may purchase textbooks via the UC San Diego Bookstore.

• POLICIES:

  No visitors permitted.
  No refunds after: 10/11/2023.
  1st no meeting date: 11/22/2023.
  

• NOTE:

DATE	DAY	START	END	LOCATION
10/17/2023	Tue	6:00 p.m.	9:00 p.m.	Room 111, UCSD Division of Extended Studies La Jolla Campus, 9600 N. Torrey Pines Rd., La Jolla
10/24/2023	Tue	6:00 p.m.	9:00 p.m.	Room 111, UCSD Division of Extended Studies La Jolla Campus, 9600 N. Torrey Pines Rd., La Jolla
10/31/2023	Tue	6:00 p.m.	9:00 p.m.	Room 111, UCSD Division of Extended Studies La Jolla Campus, 9600 N. Torrey Pines Rd., La Jolla
11/7/2023	Tue	6:00 p.m.	9:00 p.m.	Room 111, UCSD Division of Extended Studies La Jolla Campus, 9600 N. Torrey Pines Rd., La Jolla
11/14/2023	Tue	6:00 p.m.	9:00 p.m.	Room 111, UCSD Division of Extended Studies La Jolla Campus, 9600 N. Torrey Pines Rd., La Jolla
11/21/2023	Tue	6:00 p.m.	9:00 p.m.	Room 111, UCSD Division of Extended Studies La Jolla Campus, 9600 N. Torrey Pines Rd., La Jolla
11/28/2023	Tue	6:00 p.m.	9:00 p.m.	Room 111, UCSD Division of Extended Studies La Jolla Campus, 9600 N. Torrey Pines Rd., La Jolla
12/5/2023	Tue	6:00 p.m.	9:00 p.m.	Room 111, UCSD Division of Extended Studies La Jolla Campus, 9600 N. Torrey Pines Rd., La Jolla
12/12/2023	Tue	6:00 p.m.	9:00 p.m.	Room 111, UCSD Division of Extended Studies La Jolla Campus, 9600 N. Torrey Pines Rd., La Jolla