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    This course is part of the Entrepreneurship & Innovation and Leadership & Management track.
    Introduction to Transforming Customer Experiences

    ENROLL NOW

    No application needed for our certificate programs. Start your journey today!
     
    New

    Transforming Customer Experiences

    $1,850
    Next 4-week session starts July 30th
    Enroll Now
    Gain a systematic approach for delivering standout services and experiences that provide a competitive edge and build customer loyalty.
    4
    weeks
    5-6
    hours per week
    4
    modules
    Self-Paced

     This course earns you a Certificate of Completion from HBS Online. What you earn.

    Overview
    Syllabus
    Enrollment
    Stories
    FAQs
    Enroll Now

    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 of the course to be extremely informative and applicable to the real challenges of being a leader. I loved the frameworks and the case study model of the course, and I thought the course was very manageable on top of a full-time job."
    Abby Katz
    Senior Marketing Manager at Mavrck
    Deliver exceptional service and engage customers in ways that turn them into loyal fans.
    "The real-world examples were the best part of the courses. While going through the examples, I thought a lot about how I would have handled it if I were them. That plays a big role in how I do things now."
    Riya Dashoriya
    Engineering Manager at Quizlet
    Master a proven approach for delivering exceptional customer experiences, whether you’re building or advising service companies.
    "I'm applying things I learned from the courses every single day."
    Fabian Ibekwe
    Founder, Angelus Consulting and Research Limited at Angelus Consulting and Research Limited
    MSc, Business Administration

    What You Earn

    Certificate of Completion

    Certificate of Completion

    Boost your resume with a Certificate of Completion from HBS Online

    Earn by: completing this course

    Certificate of Specialization

    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

    Learn More about what you earn

    Syllabus

    4 Modules, 20-25 Hours
    Download full syllabus
    5-6
    hrs
    Module 1

    Design

    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

    Cost, Market, Value Lens
    Adapting to External Changes
    Getaway’s First Cabin
    ShowHide Details

    Concepts

    1. Minimum Viable Products and Small Tests in the Marketplace
    2. Sustainable Pricing
    3. The Cost, Market, and Value Lens
    4. Designing for Service Excellence
    5. Attribute Mapping

    Featured Exercises

    • Create an attribute map for your organization
    • Build a journey map for a key customer in your organization
    • Analyze employee journeys to enhance service experiences
    5-6
    hrs
    Module 2

    Elevate

    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

    The Death Spiral
    Building Trust With Employees
    The Capability, Motivation, License  Framework
    ShowHide Details

    Concepts

    1. Workforce Adjustments
    2. The Performance Death Spiral
    3. Gaining Employees’ Perspective
    4. Creating Conditions for Employees to Thrive
    5. Instituting Change That Lasts

    Featured Exercise

    • Diagnose your organization’s gaps using the capability-motivation-license framework
    5-6
    hrs
    Module 3

    Engage

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

    Highlights

    Service Customization
    The Oberoi Group
    Testing and Experimenting
    ShowHide Details

    Concepts

    1. Service Interaction Exercise
    2. Addressing Customer Compatibility
    3. Aligning with Customer Needs
    4. Experimenting with Transparency
    5. Customizing Service to Meet High Expectations

    Featured Exercises

    • Identify the five types of customer variability
    • Reflect on a service interaction where you introduced variability
    • Apply two proactive strategies for enhancing customer compatibility: customer selection and service customization
    5-6
    hrs
    Module 4

    Transform

    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

    Funding and Timing
    The Bermuda Triangle
    Creating a Guiding Coalition
    ShowHide Details

    Concepts

    1. Managing Growth: Scaling Up and Avoiding Bottlenecks
    2. Navigating Technological Change in the Age of AI
    3. Leading a Turnaround
    4. Creating a Principles-Based Organization

    Featured Exercises

    • Analyze and apply the Bermuda Triangle of Growth framework to navigate change
    • Apply organizational transformation’s key considerations to analyze how service organizations can align with their vision and adapt to future changes
    Free E-Book

    Your Guide to Online Learning Success

    If you’re interested in exploring online education but aren’t sure where to start, this guide is for you.
    Access Your Free E-Book

    Upskill Your Team, Transform Your Organization

    Whether you represent a large multinational corporation or a small local business, we have a solution for your learning and development needs.
    Learn More

    Our Difference

    Transforming Customer Experiences will equip you with tools to develop effective service and customer experience strategies and frameworks for elevating employees, engaging consumers, and adapting to changing competitive landscapes.
    Stay active by engaging in a new activity every three to five minutes, including a service interaction exercise.
    Stay active by engaging in a new activity every three to five minutes, including a service interaction exercise.
    Description of silent animated video above: Learner completes an interactive question by dragging and dropping choices into two different categories
    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.
    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.
    Description of silent animated video above: Learner types an answer in the discussion board in response to a peer's question
    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.
    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.
    Description of silent animated video above: Learner scrolls through video interviews from prominent business leaders

    About the Professor

    Ryan Buell
    Transforming Customer Experiences

    C.D. Spangler Professor of Business Administration
    "If you’re in a position to make a difference in your company, and you have a desire to improve customer experiences, this is the course for you."

    Dates & Eligibility

    No current course offerings for this selection.

    Starting
    Jul
    30
    4 Weeks  $1,850 + applicable international taxes
    Payment deadline July 24
    View weekly calendar
    Enroll Now
    Starting
    Sep
    24
    4 Weeks  $1,850 + applicable international taxes
    Payment deadline September 18
    View weekly calendar
    Enroll Now
    Starting
    Nov
    12
    4 Weeks  $1,850 + applicable international taxes
    Payment deadline November 6
    View weekly calendar
    Enroll Now
    • No documentation required

    All learners must be at least 18 years of age, proficient in English, and committed to learning and engaging with fellow participants throughout the course.

    Learn about bringing this course to your organization.

    HBS also offers an executive education version of this program for individuals with extensive work experience interested in on-campus programming.

    Learner Stories

    84%
    have more confidence making business decisions
    HBS Online courses are excellent for anyone who wishes to learn more about a particular subject area or further develop their career.
    Corina Cristea Lavoie
    Corporate Services Manager at Debevoise & Plimpton LLP
    I got promoted to a senior project coordinator role just weeks after finishing the course, so I've had the chance to apply many of the topics covered.
    Aranzazú Martínez Galeana
    Senior Project Coordinator, Social Performance Division at ERM
    Read more learner stories
    * Source: 2022 surveys and course data
     
    All FAQs

    Transforming Customer Experiences FAQs

    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 by the required deadline. This course also features recommended weekly deadlines to help ensure your cohort proceeds through the course at a similar pace and can take full advantage of social learning opportunities. In addition to module completion, we expect participation in the social learning elements of the course by offering feedback on others’ reflections and contributing to conversations on the platform. Participants who fail to complete the course requirements will not receive a certificate and will not be eligible to retake the course.

    More detailed information on course requirements will be communicated at the start of the course. No grades are assigned for Transforming Customer Experiences. Participants will either be evaluated as complete or not complete.

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

    +–

    You will have access to the materials in every prior module as you progress through the program. Access to course materials and the course platform ends 60 days after the final program deadline.

    At the end of each course module, you’ll be able to download a PDF summary highlighting key concepts introduced in the course. At the end of the program, you’ll receive a PDF compilation of all the module summary documents. We hope these serve as a helpful resource after you finish the course.

    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

    [Cohort 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
    Description:

    Transforming Customer Experiences is a 4-week, 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.

     

    Related Program

    7 Courses

    Credential of Leadership, Impact, and Management in Business (CLIMB)

    CLIMB enables new and experienced leaders to ignite their careers with a combination of vital and forward-looking business skills, self-reflection, and an immersive cohort-based learning experience with a diverse global network.

    1 year, 5-9 hrs/week
    Apply by September 10th, Enroll by September 13
    $15,000 (four installments of $3,750)Credential 
     
    All FAQs

    Top FAQs

    How are HBS Online courses delivered?

    +–

    We offer self-paced programs (with weekly deadlines) on the HBS Online course platform.

    Our platform features short, highly produced videos of HBS faculty and guest business experts, interactive graphs and exercises, cold calls to keep you engaged, and opportunities to contribute to a vibrant online community.

    Are HBS Online programs available in languages other than English?

    +–

    We expect to offer our courses in additional languages in the future but, at this time, HBS Online can only be provided in English.

    All course content is delivered in written English. Closed captioning in English is available for all videos. There are no live interactions during the course that requires the learner to speak English. Coursework must be completed in English.

    Do I need to come to campus to participate in HBS Online programs?

    +–

    No, all of our programs are 100 percent online, and available to participants regardless of their location.

    How do I enroll in a course?

    +–

    Certificate Programs

    HBS Online welcomes committed learners wherever they are—in the world and their careers—irrespective of their professional experience or academic background. To extend the reach of HBS Online, we no longer require an application for our certificate programs. (Applications are still required for our credential programs: CORe and CLIMB.) You can now immediately enroll and start taking the next step in your career.

    All programs require the completion of a brief online enrollment form before payment. If you are new to HBS Online, you will be required to set up an account before enrolling in the program of your choice.

    Our easy online enrollment form is free, and no special documentation is required. All participants must be at least 18 years of age, proficient in English, and committed to learning and engaging with fellow participants throughout the program.

    Updates to your enrollment status will be shown on your account page. HBS Online does not use race, gender, ethnicity, or any protected class as criteria for enrollment for any HBS Online program.

    Credential Programs

    HBS Online's CORe and CLIMB programs require the completion of a brief application. The applications vary slightly, but all ask for some personal background information. You can apply for and enroll in programs here. If you are new to HBS Online, you will be required to set up an account before starting an application for the program of your choice.

    Our easy online application is free, and no special documentation is required. All participants must be at least 18 years of age, proficient in English, and committed to learning and engaging with fellow participants throughout the program.

    Updates to your application and enrollment status will be shown on your account page. We confirm enrollment eligibility within one week of your application for CORe and three weeks for CLIMB. HBS Online does not use race, gender, ethnicity, or any protected class as criteria for admissions for any HBS Online program.

    Does Harvard Business School Online offer an online MBA?

    +–

    No, Harvard Business School Online offers business certificate programs.

    What are my payment options?

    +–

    We accept payments via credit card, wire transfer, Western Union, and (when available) bank loan. Some candidates may qualify for scholarships or financial aid, which will be credited against the Program Fee once eligibility is determined. Please refer to the Payment & Financial Aid page for further information.

    We also allow you to split your payment across 2 separate credit card transactions or send a payment link email to another person on your behalf. If splitting your payment into 2 transactions, a minimum payment of $350 is required for the first transaction.

    In all cases, net Program Fees must be paid in full (in US Dollars) to complete registration.

    What are the policies for refunds and deferrals?

    +–

    After enrolling in a program, you may request a withdrawal with refund (minus a $100 nonrefundable enrollment fee) up until 24 hours after the start of your program. Please review the Program Policies page for more details on refunds and deferrals. If your employer has contracted with HBS Online for participation in a program, or if you elect to enroll in the undergraduate credit option of the Credential of Readiness (CORe) program, note that policies for these options may differ.

     

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