Customer Experience for Business Owners
The online course. Learn what your customers are actually feeling, and what to do about it.
Most business owners know something in the customer experience is not quite right, but not what, or what to do about it. This course gives you a way of seeing it.
It is the same framework we teach inside businesses, run as a live online course over two weeks. Not a video library and not a webinar. A small group, live, with time between sessions to try things in your own business and bring back what happened.
You will spend as much time thinking about your own business as learning the material. The second week opens with what everyone noticed during their week, and that discussion is often the most useful part of the course.
Run a cafe?
There is a version of this course built entirely around cafes. Same framework, but every example, scenario and journey stage comes from a cafe, the room is other cafe owners, and the sessions are scheduled around service.
Who it’s for
Owners, managers and anyone responsible for the customer experience in a business that does not have a CX function. Also useful if you are about to train your own team and want to know what good looks like first. No prior experience needed.
What’s included
• Two live sessions, two and a half hours each, a week apart
• The six Business Life Support Customer Experience Principles, with an exercise for each one
• The difference between what a customer asks for and what they actually need, worked through real scenarios
• How the principles change across channels: in person, on the phone, in writing
• REBOUND, our complaint resolution framework
• What your online presence and your reviews say to somebody deciding whether to come in
• Why customers come back, and what actually produces loyalty
• A homework pack to complete on your own business between the sessions
• A workbook you keep, sent in two parts plus a combined version afterwards
What you’ll walk away with
A clear view of where your own customer experience is most likely to be costing you, a method for handling complaints you can teach your team, and a completed journey map of your business.
| Format | Two weeks, 2.5 hours per week, live online, small groups |
| Investment | $345 + GST per person. |
To book a course
Common questions
Same framework, different audience and different angle. The team version is about how to do it. This one is about how to see it, and then how to get your business to do it.
That is Customer Service Essentials, run on site for your team. Plenty of owners do this course first and then book the team session.
Yes. There is a full cafe version, with every example, scenario and journey stage drawn from a cafe, and sessions scheduled around service rather than defaulting to an evening. Restaurant and salon versions are in development. If you are in another industry, we can also run a private cohort for your group.