When will I get access to the course?

Once your payment is successfully processed, you’ll receive an email granting you access to the course content within two hours. To maximize your 90-day access period, we strongly recommend logging into the course platform as soon as you receive this notification. If you plan to pay online using a credit card, you may do so at any time. If you’ve selected an alternative payment method, please allow additional time for processing: Western Union: 3 business days Domestic wire: 5 business days International wire: 14 business days Loans: 12 business days

What are the learning requirements in order to successfully complete the course, and how are grades assigned?

Participants in Transforming Customer Experiences are eligible for a Certificate of Completion from Harvard Business School Online. Participants are expected to fully complete all coursework in a thoughtful and timely manner. This means completing each course module and fully answering questions posed therein. In addition to module assignment completion, we expect participation in the social learning elements of the course by offering feedback on others’ reflections and contributing to conversations, as well as participation in the course’s AI-based tools and activities. Participants who fail to complete the course requirements won’t receive a certificate or be eligible to retake the course. More detailed information on course requirements will be communicated at the start of the program. No grades are assigned for Transforming Customer Experiences. Participants will be evaluated as complete or not complete.

What materials will I have access to after completing Transforming Customer Experiences?

You’ll have access to the materials in every prior module as you progress through the program. At the end of each module, you’ll also receive a downloadable PDF summary of the main takeaways. We hope these serve as a helpful resource after you finish the course. Access to course materials and the course platform ends after the 90-day on-demand access window.

How should I list my certificate on my resume?

Once you’ve earned your Certificate of Completion, list it on your resume along with the date of completion: Harvard Business School Online Certificate in Transforming Customer Experiences [On Demand Start Month and Year] List your certificate on your LinkedIn profile under "Education" with the language from the Credential Verification page: School: Harvard Business School Online Dates Attended: [The year you participated in the program] Degree: Other; Certificate in Transforming Customer Experiences Field of Study: Leave blank Grade: Complete Activities and Societies: Leave blank For the program description on LinkedIn, please use the following: Transforming Customer Experiences is a 4-module, 20-25-hour online certificate program from Harvard Business School. It equips professionals from diverse backgrounds with a systematic approach to delivering standout service that provides a competitive advantage.

What is the Service Interaction Exercise?

The Service Interaction Exercise helps learners observe how they, as customers, engage with service organizations. In this exercise you will reflect on a recent interaction with a service organization or visit one to evaluate your experience. As part of your reflection, you’ll think about any variability you may have introduced that required the service provider to deviate from standard operating practices.

Leadership & Management

Transforming Customer Experiences

Build customer loyalty and drive business growth by delivering exceptional service and customer experiences.

Format
On-Demand
Time
20-25 hrs, 5-6 hrs/module
Price
$1,949

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Key Concepts

Design a defined, service-driven value proposition
Understand sustainable pricing, the service-profit chain, and customer journeys
Motivate employees to deliver exceptional, mission-aligned services by leveraging operational transparency
Engage consumers by exploring their varied preferences and enhancing customer compatibility
Balance being proactive and reactive to consumer needs while understanding cost and customer satisfaction implications
Overcome barriers to change and adapt to new technologies, changing service competencies, and shifting customer needs

Who Will Benefit

Elevate your employees and create the conditions for them to thrive and deliver standout service aligned with your mission, vision, and values.

I found the content to be extremely informative and applicable to the real challenges of being a leader. I loved the frameworks and the case study model, and thought the course was very manageable on top of a full-time job.
Abby Katz; Senior Marketing Manager at Mavrck

92%

of learners said they developed increased confidence after completing an HBS Online course

11x

return on investment, with 24% of learners reporting an average $20,466 salary increase

82%

Felt more confident leading initiatives at work

What You'll Earn

Learn More

Certificate of Specialization — **Certificate of Completion**
Boost your resume with a Certificate of Completion from HBS Online
Earn by: completing this course

Certificate of Completion — **Certificate of Specialization**
Prove your mastery of leadership and management or entrepreneurship and innovation
Earn by: completing any three courses within either subject area to earn a Certificate of Specialization

Course Syllabus

4 Modules, 20-25 Hours

Download full syllabus (pdf)

Module 1

Design

5-6 Hours

Understand the service-profit chain and the differences between augmentation and curation in service design. Evaluate sustainable pricing strategies and discover how operational transparency builds customer trust.

Highlights

0:33

Adapting to External Changes

0:27

Getaway's First Cabin

Module 2

Elevate

5-6 Hours

Define a performance death spiral, learn how to motivate service excellence by elevating your employees, and navigate between top-down prescriptions and bottom-up solicitations in leadership

Highlights

0:23

The Death Spiral

0:34

Building Trust With Employees

Module 3

Engage

5-6 Hours

Explore customer variability’s role in influencing satisfaction and loyalty and the importance of enhancing customer compatibility as a way to manage it.

Highlights

0:19

Service Customization

0:32

The Oberoi Group

Module 4

Transform

5-6 Hours

Prepare for the challenges and opportunities of scaling a service business. Distinguish between rules- and principles-based organizations and develop strategies to transition from one to the other.

Highlights

0:32

Funding and Timing

0:40

Creating a Guiding Coalition

Led by World-Renowned HBS Faculty

HBS Online courses are taught by Harvard Business School faculty, bringing the renowned HBS classroom experience directly to you.

Experience

Immersive Learning

Stay active by engaging in a new activity every three to five minutes, including a service interaction exercise.

HBS Online courses allow you to immerse yourself in a
dynamic, interactive learning experience. You’ll engage in a new activity every
three to five minutes and apply your knowledge through polls, quizzes, and
problem-solving exercises designed to accelerate and reinforce your learning.

Real-World Connections

Get social by collaborating and networking with a global community of peers before, during, and after the course. Learners who successfully complete an HBS Online program are added to the HBS Online Community's Official Networking Group and gain exclusive access to events and other networking opportunities.

See how the HBS Online course platform engages you in social learning. You exchange ideas, offer input, and seek out viewpoints from a community of learners gathered from around the globe. In the process, you learn from each other’s experiences and perspectives, and leave the program with a broader outlook on the world.

Real-World Cases

Immerse yourself in real-world, case-based service examples brought to life by experts at world-class organizations like Getaway, Tessei, Commonwealth Bank of Australia, U.S. Department of Veteran Affairs, Oberoi Hotels, Seven Starling, and Zameer Kassam Fine Jewelry.

Our courses allow you to apply your learning through
real-world examples and experience Harvard Business School’s signature case
method. Business leaders will share challenges they’ve faced. As the story
unfolds, you’ll leverage course concepts, vital tools and frameworks, and the
diversity of your peers’ perspectives to analyze the problem and determine a
path forward.

Real-World Outcomes

HBS Online was a transformative experience. One of my favorite parts was meeting people I wouldn't naturally meet in in-person courses because of distance. I also got to meet people in industries not my own.
Maggie Oh
Senior Technical Program Manager for ML and Computer Vision. Google