School’s In Session: Studies In Customer Experience Education


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It’s definitely back to school time. Kids with new backpacks! School supply sales! It’s always exciting to consider the possibilities of a new school year. It’s invigorating to continue learning new things. We’ve decided to go back to school ourselves, and study customer experience education. Not only is it nice to get back to the basics, but it’s fun to keep learning as we go!

We hope you’ll join us in the class discussions.

Customer Experience Education

Here are a few of the items on the curriculum:

General Ed: Basics of the lifecycle

Do you really know what all the parts of your customers’ lifecycle? Should you?

History: How customer experience evolves

As they say, those ignorant of the past are doomed to repeat it. What can we learn from studying how customer experience has evolved and where it might be heading?

Anthropology: Understand your customers

This is a key part of successful customer experiences, and yet it might be the most difficult part of the journey. How do you study human nature?

Sociology: Hiring and training the best employees

Your employees influence your customer’s experience possibly more than anything else. How do you create a culture and empower them to do so?

Customer Experience Education

Science: How is technology influencing the customer experience?

There is little doubt the way we’re interacting with technology – from big data to hyper local connections – is influencing customer experience more than anything else. Where will all this take us?

Geography: Maps! Not those kinds of maps, customer journey maps! Understanding the journey of your customer from start to finish is essential to providing a satisfying customer experience.

Extra Credit: Stay after class and submit your microinteractions! Or come join our communities and tell us what you know (or would love to forget) about customer experience. We’ll give you high marks and plenty of recognition!

The best part of this open education model is there are several professors. Let’s share the knowledge this month and see where it leads us. Hope you’ll be an active member of the class. Participation is 100% of your grade!

Image Credits: Sergey Galyonkin, JD Hancock via Creative Commons

Republished with author's permission from original post.

Jeannie Walters, CCXP
Jeannie Walters is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a globally recognized speaker, a LinkedIn Learning and instructor, and a Tedx speaker. She’s a very active writer and blogger, contributing to leading publications from Forbes to Pearson college textbooks. Her mission is “To Create Fewer Ruined Days for Customers.”


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