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Customer Experience Management Fundamentals

Course Summary

This online corporate training course covers the fundamentals of customer experience management. Have your employees complete this course to learn how to better design, measure, manage and enhance customer experiences.
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Try it risk-free for 30 days

15 chapters in Customer Experience Management Fundamentals

Course Practice Test

Check your knowledge of this course with a 50-question practice test.
  • Comprehensive test covering all topics
  • Detailed video explanations for wrong answers
Week {{::cp.getGoalWeekForTopic(0, 15)}}
Ch 1. Customer Experience Essentials {{cp.topicAssetIdToProgress[462593].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - What is a Customer? - Definition & Overview Score: {{cp.lessonAssetIdToProgress[157155].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157155].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157155].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157155].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Customer Experience: Definition, Factors & Lifecycle Score: {{cp.lessonAssetIdToProgress[65291].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65291].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65291].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65291].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Difference Between Customer Experience & Customer Service Score: {{cp.lessonAssetIdToProgress[394453].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394453].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[394453].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394453].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - What is a Customer Experience Pyramid? Score: {{cp.lessonAssetIdToProgress[394477].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394477].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[394477].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394477].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - What Is Total Customer Experience? - Definition & Model Score: {{cp.lessonAssetIdToProgress[6938].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[6938].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[6938].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[6938].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - What is Positive Customer Experience? - Statistics & Examples Score: {{cp.lessonAssetIdToProgress[394449].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394449].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[394449].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394449].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Importance of Positive Customer Experience Score: {{cp.lessonAssetIdToProgress[394451].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394451].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[394451].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394451].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Importance of Consistency in Customer Experience Score: {{cp.lessonAssetIdToProgress[394461].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394461].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[394461].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394461].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - Cross-Channel Customer Experience: Definition & Importance Score: {{cp.lessonAssetIdToProgress[462595].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462595].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462595].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462595].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(1, 15)}}
Ch 2. Managing Customer Experience {{cp.topicAssetIdToProgress[462597].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - What is Customer Experience Management? Score: {{cp.lessonAssetIdToProgress[157157].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157157].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157157].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157157].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Benefits of Customer Experience Management (CEM) Score: {{cp.lessonAssetIdToProgress[58046].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58046].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58046].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58046].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Customer Experience Management: B2B vs. B2C Score: {{cp.lessonAssetIdToProgress[462599].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462599].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462599].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462599].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Software for Customer Experience Management Score: {{cp.lessonAssetIdToProgress[157161].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157161].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157161].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157161].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - What is a Customer Experience Director? Score: {{cp.lessonAssetIdToProgress[157163].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157163].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157163].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157163].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - What is a Customer Experience Manager? Score: {{cp.lessonAssetIdToProgress[157159].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157159].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157159].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157159].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Current & Emerging Trends in Customer Experience Management Score: {{cp.lessonAssetIdToProgress[462601].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462601].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462601].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462601].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Using Big Data Technologies to Drive Customer Experience Management Score: {{cp.lessonAssetIdToProgress[462603].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462603].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462603].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462603].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(2, 15)}}
Ch 3. Strategic Customer Experience {{cp.topicAssetIdToProgress[462605].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Researching Customer Experience Strategies Score: {{cp.lessonAssetIdToProgress[462609].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462609].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462609].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462609].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - How to Create a Customer Experience Strategy Score: {{cp.lessonAssetIdToProgress[394471].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394471].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[394471].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394471].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Key Performance Indicators for Customer Experience Strategy Score: {{cp.lessonAssetIdToProgress[462611].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462611].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462611].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462611].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - HR Strategies for Hiring & Training Customer Experience Management Staff Score: {{cp.lessonAssetIdToProgress[462613].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462613].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462613].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462613].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Building a Customer Experience Culture Score: {{cp.lessonAssetIdToProgress[462615].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462615].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462615].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462615].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Change Management & CEM: Issues & Strategies Score: {{cp.lessonAssetIdToProgress[462617].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462617].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462617].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462617].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(3, 15)}}
Ch 4. Designing Customer Experiences {{cp.topicAssetIdToProgress[462619].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Customer Experience Design: Principles & Process Score: {{cp.lessonAssetIdToProgress[394479].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394479].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[394479].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394479].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Using Design Thinking to Create Customer Experience Score: {{cp.lessonAssetIdToProgress[462621].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462621].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462621].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462621].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Designing Customer Experience: Experimentation & Testing Score: {{cp.lessonAssetIdToProgress[462623].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462623].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462623].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462623].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - The Importance of Flexibility in Customer Experience Design Score: {{cp.lessonAssetIdToProgress[462625].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462625].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462625].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462625].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Designing Customer Experiences Driven by Emotion Score: {{cp.lessonAssetIdToProgress[462627].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462627].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462627].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462627].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(4, 15)}}
Ch 5. Customer Persona & Needs Assessment {{cp.topicAssetIdToProgress[462629].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Getting to Know Your New Customer Score: {{cp.lessonAssetIdToProgress[57804].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57804].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57804].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57804].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Customer Personas: Definition & Examples Score: {{cp.lessonAssetIdToProgress[157191].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157191].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157191].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157191].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Customer Needs: Types & Differentiation by Customer Group Score: {{cp.lessonAssetIdToProgress[65759].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65759].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65759].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65759].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Customer Need & Support: Product Complexity & Involvement Score: {{cp.lessonAssetIdToProgress[65760].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65760].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65760].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65760].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Methods for Predicting Customer Needs Score: {{cp.lessonAssetIdToProgress[58034].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58034].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58034].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58034].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Using Surveys to Anticipate Customer Needs Score: {{cp.lessonAssetIdToProgress[57805].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57805].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57805].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57805].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Means-End Approach in Customer Needs Analysis Score: {{cp.lessonAssetIdToProgress[65763].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65763].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65763].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65763].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - CTQ Trees: Turning Customer Needs into Actions Score: {{cp.lessonAssetIdToProgress[65764].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65764].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65764].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65764].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(5, 15)}}
Ch 6. Building & Mapping the Customer Journey {{cp.topicAssetIdToProgress[462631].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Customer Touchpoints: Definition & Examples Score: {{cp.lessonAssetIdToProgress[9273].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[9273].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[9273].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[9273].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Digital Customer Touchpoints: Definition & Examples Score: {{cp.lessonAssetIdToProgress[462633].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462633].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462633].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462633].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Sales Funnel: Definition & Stages Score: {{cp.lessonAssetIdToProgress[157197].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157197].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157197].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157197].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - McKinsey's Consumer Decision Journey Score: {{cp.lessonAssetIdToProgress[462635].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462635].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462635].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462635].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Mapping the Customer Journey: Examples & Management Score: {{cp.lessonAssetIdToProgress[157195].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157195].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157195].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157195].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(6, 15)}}
Ch 7. Connecting With Customers {{cp.topicAssetIdToProgress[462637].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Customer Onboarding: Best Practices & Checklist Score: {{cp.lessonAssetIdToProgress[418437].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[418437].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[418437].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[418437].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Customer Onboarding: Strategy & Process Flow Score: {{cp.lessonAssetIdToProgress[418439].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[418439].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[418439].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[418439].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - How to Delight Customers: Principle & Examples Score: {{cp.lessonAssetIdToProgress[157167].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157167].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157167].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157167].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Effective Listening Skills for Understanding Customers Score: {{cp.lessonAssetIdToProgress[58033].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58033].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58033].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58033].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Customer Sensing & Responding: Definition & Process Score: {{cp.lessonAssetIdToProgress[462639].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462639].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462639].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462639].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Using Social Media to Build Customer Relationships Score: {{cp.lessonAssetIdToProgress[57891].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57891].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57891].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57891].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Strategies to Connect With Customers Across Mobile Devices Score: {{cp.lessonAssetIdToProgress[462641].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462641].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462641].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462641].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(7, 15)}}
Ch 8. Engaging with Customers {{cp.topicAssetIdToProgress[462643].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Customer Engagement: Definition & Metrics Score: {{cp.lessonAssetIdToProgress[157215].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157215].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157215].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157215].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - What is a Customer Engagement Manager? Score: {{cp.lessonAssetIdToProgress[157217].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157217].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157217].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157217].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Customer Engagement Strategies Score: {{cp.lessonAssetIdToProgress[157219].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157219].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157219].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157219].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - What is Social Media Engagement? - Strategy & Examples Score: {{cp.lessonAssetIdToProgress[157221].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157221].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157221].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157221].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Customer Engagement Marketing: Definition & Strategies Score: {{cp.lessonAssetIdToProgress[157223].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157223].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157223].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157223].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(8, 15)}}
Ch 9. Customer Relationship Management Basics {{cp.topicAssetIdToProgress[462645].percentComplete}}% complete
Week {{::cp.getGoalWeekForTopic(9, 15)}}
Ch 10. Product Management & Customer Experience Management {{cp.topicAssetIdToProgress[462647].percentComplete}}% complete
Week {{::cp.getGoalWeekForTopic(10, 15)}}
Ch 11. Employee Management & Customer Experience Management {{cp.topicAssetIdToProgress[462655].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Methods for Training Employees: Mentoring, On-The-Job & Job Rotation Score: {{cp.lessonAssetIdToProgress[3180].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[3180].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[3180].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[3180].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - How to Empower Employees & Improve Employee Performance Score: {{cp.lessonAssetIdToProgress[2120].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2120].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[2120].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2120].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - What Are Employee Incentives? - Types & Examples Score: {{cp.lessonAssetIdToProgress[7864].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7864].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[7864].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7864].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - What Is Employee Satisfaction? - Examples & Factors Score: {{cp.lessonAssetIdToProgress[4988].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[4988].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[4988].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[4988].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Employee Management & Customer Experience: Relationship & Examples Score: {{cp.lessonAssetIdToProgress[462657].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462657].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462657].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462657].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(12, 15)}}
Ch 13. Customer Experience Measurement & Analysis {{cp.topicAssetIdToProgress[462667].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Methods & Tools for Assessing Customer Experiences Score: {{cp.lessonAssetIdToProgress[462669].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462669].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462669].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462669].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Methods for Measuring Customer Satisfaction Score: {{cp.lessonAssetIdToProgress[58041].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58041].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58041].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58041].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Net Promoter Score: Definition & Examples Score: {{cp.lessonAssetIdToProgress[65753].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65753].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65753].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65753].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Key Drivers: Definition & Analysis Score: {{cp.lessonAssetIdToProgress[157169].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157169].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157169].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157169].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Apostle Model of Customer Loyalty: Definition & Example Score: {{cp.lessonAssetIdToProgress[462671].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462671].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462671].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462671].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Customer Experience Dashboards: Definition & Uses Score: {{cp.lessonAssetIdToProgress[462673].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462673].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462673].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462673].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Proxies & Heuristics for Customer Experience Management Score: {{cp.lessonAssetIdToProgress[462675].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462675].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462675].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462675].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(13, 15)}}
Ch 14. Enhancing Customer Experience {{cp.topicAssetIdToProgress[462677].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - How to Improve Customer Experience Score: {{cp.lessonAssetIdToProgress[394447].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394447].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[394447].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394447].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - How to Improve Customer Experience Strategy Score: {{cp.lessonAssetIdToProgress[394469].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394469].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[394469].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[394469].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Customer Relevancy Model: Definition & Uses Score: {{cp.lessonAssetIdToProgress[462679].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462679].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462679].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462679].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Peak-End Rule: Definition & Examples Score: {{cp.lessonAssetIdToProgress[462681].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462681].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462681].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462681].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Variable Reinforcement: Definition & Examples Score: {{cp.lessonAssetIdToProgress[462683].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462683].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462683].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462683].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Improving Customer Experience through Websites, Email & Social Media Score: {{cp.lessonAssetIdToProgress[462685].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462685].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[462685].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[462685].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(14, 15)}}
Ch 15. Customer Experience Case Studies {{cp.topicAssetIdToProgress[462687].percentComplete}}% complete

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