Length: 50 minutes
Level: Beginner
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In this course, I share six easy-to-apply techniques for improving customer experiences. Develop your tool kit for making experiences that truly stand out by attending to wait time, using plain language, setting clear expectations, building trust, closing loops, and apologizing gracefully.​
Released: 3/3/2025
Length: 35 minutes
Level: Beginner
In this course, I explain how to build memorable moments that lead to great experiences. This includes creating anticipation and setting expectations before the experience, as well as how to design and deliver memorable peak moments and experience ends. Finally, we explore ways to reinforce positive experience memories and rewrite negative experience memories.​
Released: 3/28/2024
Length: 42 minutes
Level: Beginner
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In this course, learn how to build a culture focused on your customers. I share the nuts and bolts of how to transform your business into one that's obsessed with customers and the customer experience. The course covers the steps to change you culture to be customer-centric, including how to conduct "bright spots" analysis to uncover existing customer-centric success stories.​
Released: 5/1/2023