Customer Experience: Turning Every Customer into a Hero for Treasure and Glory

Words mean very specific things. Over time we often use words for things that they don’t actually mean. Yes, Inigo, we heard you. And just as Inigo Montoya was right about Vizzini’s use of the word “inconceivable,” we often interchange terms like customer experience and user experience when those are two very different things.

In this masterclass, we will take a quick look back at where marketers have been in our understanding of the customer experience, as technology has changed everything from product and service development, to sales, service, and loyalty. You will learn new tactics for looking at your favorite ways to create customer personas, paths to purchase, content, and more with a customer-centered perspective.

At the end of this Masterclass, you’ll be able to:

  • Build and use customer personas for more than new content creation
  • Flip the script on the customer journey as we’ve known it to help customers meet their objectives and drive your sales and revenue
  • Ask the right questions at the right moments to understand what’s driving the behaviors you’ve tracked in analytics for decades