Companies providing excellent customer experiences set themselves apart from the competition. They understand how they deliver to their customers can be as or more important than what they deliver. The Customer Experience Certificate Program offered through Linfield University's Online and Continuing Education may be one of the most important investments your company can make.
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Learn what it takes to create brand experiences to drive loyalty, achieve higher revenue gains and reduce costs. Develop deeper insights and integrate innovative strategies to help your organization see the world through your customer's eyes.
Designed by industry experts, the Customer Experience Certificate Program is tailormade for professionals seeking practical tools in this fast-growing discipline. Coursework covers a customer experience (CX) maturity assessment, vision development, goal setting, empathy stories and cultural engagement, as well as persona and journey design. Be ready to roll up your sleeves and apply your new skills in this hands-on, interactive program.
The cost of the Customer Experience (CX) Program in either format is $4,995.
With rolling admission, you can start this format anytime. Includes:
Dates TBD. Includes:
The Customer Experience Program meets the same high academic standards of Linfield University graduate programs, with a challenging interdisciplinary curriculum designed to prepare you to analyze, create and deliver unique customer experiences. Customer experience impacts all areas of your business, but how do you get started? Simply register now! You'll get guidance, practical tools and straightforward advice, along with examples and case studies to help you create a great customer experience strategy.
Throughout the program, you're encouraged to work on your own projects. By the end of the program, you'll have completed your CX portfolio with real solutions to apply immediately to your workplace.
Define the concept of customer experience. Find out what makes a beloved company and the essential elements that endear these brands to us.
Learn why customer experience isn’t a project with a start and end date, and why this isn’t a state of mind — it’s a state of your organization and it starts at the top. Integrating customer experience into business strategy and skillfully executing, leads to enormous rewards. You’ll achieve higher customer engagement, reduced churn, increased revenue and greater employee satisfaction.
Customer experience journey maps are arguably the most important instrument for capturing your customer’s true interactions, emotionally and cognitively, with your company’s brand. Discover your customers and their experiences, and use these strategic tools for communications, analysis, planning, management and innovation.
Customer experience initiatives fizzle quickly if you don’t connect the dots between your customers’ perceptions, touchpoints, service delivery, cost savings and ROI. Customer churn rates, share of wallet, Net Promoter Scores, average handling times and cost of acquisition can and need to tie to your bottom line.
Customer-focused innovation is the perfect blend of theory, practice, strategy and invention. Innovating on behalf of your customers doesn’t start with a problem statement – it starts with your customer. Learn to use empathy techniques to break through the culture barrier at your company and close the “knowing-doing” gap.
Customer experience is multi-faceted and relies on the strong relationships you build with your customers. Use the Customer Relationship Development Model to identify and define core elements to build relationships and improve overall experiences. Through collaboration and ideation, you create a maturity matrix specifically for your business.
Great customer experience start with great employee experience. Educate yourself and your workforce on how to foster a customer-first culture that positions you for the greatest, longest-term success. This isn’t “blowing up” the culture you already have — it’s embracing what you have and collaborating to make a difference for your customers.
Change is hard, people are resistant and the market is becoming more fiercely competitive every day. Organizations must quickly evolve or be left behind. It takes a special leader to navigate these waters and get your entire organization marching to the same drummer. Arm yourself with these indispensable leadership skills.
The program culminates in your very own strategic plan for your organization. To achieve the highest ROI, you're encouraged to add to the capstone throughout the program. By following your strategic plan, you'll operationalize and infuse customer experience ideals into your cultural DNA.
As an added bonus, by the end of the class, you'll have completed your very own professional CX portfolio.
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"Becoming a CX expert doesn't happen automatically or overnight. It requires on-the-job training AND taking a course at a reputable university. That's exactly what I did and recommend you take the same program offered by Linfield University. Read about my #CX class experience and how you can differentiate your brand, too!"
"The program has done a great job of putting customer experience front and center for our organization. The concepts and lectures in the program are engaging and easy to follow, and the worksheets allow me to easily apply the concepts to my daily work. I recommend the program for anyone looking to bring customer experience to the forefront of their business."
"The course has been great for me and my company. It has given us new ways of thinking, allowed us to look at different ways of doing things and pull from successes in other industries that have translated into successes in our business that we wouldn’t have explored before."
To learn more about the certificate program or serving on our advisory panel, schedule a call with the program manager.
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Carol Buehrens
Michael Truett
Erich Dietz
JP Saini