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Course Description

The course "Enhancing Customer Engagement" is designed to help businesses build meaningful connections with their customers. By the end of this course, you will have the tools to enhance customer engagement, increase loyalty, and drive growth for your business. 


You can expect to learn the following in this powerful course:


  • Prepare for growth by framing business goals and developing a roadmap to success

  • Understand the different levels of customer engagement and identify where your business stands

  • Develop a framework for successful customer activation and create a catalyst statement

  • Create deep and meaningful connections with customers through exercises like "Breathe"

  • Learn how to map the customer journey and identify roadblocks and distractions

  • Clarify and refine your messaging to create a cohesive customer journey

  • Conduct effective customer listening and use personas to better understand your target audience

  • Analyze your competitors and industry to find your niche and stand out

  • Develop effective calls to action and connect them to the customer journey

  • Create an incentive strategy to increase engagement and loyalty

  • Become a thought leader in your industry and create unique engagement opportunities

  • Implement user-generated content and reward brand advocates to make customers feel seen and heard

  • Make your customer the hero of your brand. 

Course curriculum

  • 1

    Activate - Kickstart your Customer Engagement

    • Lesson 1 - The Seventh Level

    • Lesson 2 - Activating Your Customers - A Framework for Success

    • Lesson 3 - Creating Deep and Meaningful Customer Connection

    • Lesson 4 - Breathe: An Exercise to Connect

    • Lesson 5 - Create Your Catalyst Statement

    • Lesson 6 - Course Framework Slide

    • Lesson 7 - Create Your Catalyst Statement Worksheet

    • Lesson 8 - Preparing For Growth: Framing Business Goals

    • Lesson 9 - Set Your Goals Exercise
  • 2

    Disengagement: Identify Who, What, Where and What Your Customer Is - Level 1

    • Lesson 1 - The First Point of Customer Contact

    • Lesson 2 - Level 1 Overview Slides

    • Lesson 3 - A Story of Disengagement to Engagement

    • Lesson 4 - The Who, the How and the Where of the Customer

    • Lesson 5 - Identify and Analyze Your Customers

    • Lesson 6 - Research Your Industry - Find your Niche

    • Lesson 7 - How to Analyze your Competitors

    • Lesson 8 - Effective Customer Listening

    • Lesson 9 - Who Do You Survey?

    • Lesson 10 - Personas - The Human Behind the Metric

    • Lesson 11 - Competitor Analysis Worksheet - Digital

    • Lesson 12 - Customer Analysis Exercise

    • Lesson 13 - Develop Your Client Personas WorkSheet

    • Lesson 14 - Competitor Analysis Worksheet - General
  • 3

    Unsystematic Engagement - Level 2

    • Lesson 1 - Clarifying Confusion

    • Lesson 2 - Competitor Branding Analysis Overview

    • Lesson 3 - Visual Branding Analysis

    • Lesson 4 - Self-Analysis of Your Messaging

    • Lesson 5 - Branding - An Aspirational Analysis

    • Lesson 6 - Design Analysis - Bring it all Together

    • Lesson 7 - Branding Self Analysis WorkSheet - Messaging

    • Lesson 8 - Aspirational Brand Design WorkSheet

    • Lesson 9 - Competitor Branding Worksheet - Messaging

    • Lesson 10 - Level 2 Overview Slide
  • 4

    Frustrated Engagement: The Customer Journey - Level 3

    • Lesson 1 - From Awareness to Conversion

    • Lesson 2 - Overcoming Distractions and Roadblocks

    • Lesson 3 - Customer Journey Worksheet

    • Lesson 4 - Map the Journey to Your Goals

    • Lesson 5 - Level 3 Overview Slide
  • 5

    Structure Dependent Engagement - Level 4

    • Lesson 1 - The Purchaser's Journey: Calls to Action

    • Lesson 2 - Create Simple CTAs to Convert

    • Lesson 3 - Being Intentional and Strategic - Ask the Right Questions

    • Lesson 4 - Connecting the CTA to the Customer Journey

    • Lesson 5 - Content Strategy for Social Media

    • Lesson 6 - Building Conversations that Convert

    • Lesson 7 - Your Roadmap to Success

    • Lesson 8 - Content Strategy Worksheet
  • 6

    Self-Regulated Interest: Increasing Engagement - Level 5

    • Lesson 1 - Ask For More, Get More - Incentivize Your Customer

    • Lesson 2 - How to Integrate your Incentives

    • Lesson 3 - Sweetening the Deal With Incentives

    • Lesson 4 - Discover the Right Influencer

    • Lesson 5 - Your Roadmap to Success

    • Lesson 6 - Influencer Strategy Worksheet

    • Lesson 7 - Incentive Strategy Worksheet

    • Lesson 8 - Level 5 Overview Slide
  • 7

    Critical Engagement: Be an Industry Thought Leader - Level 6

    • Lesson 1 - Delight and Inspire Your New Community

    • Lesson 2 - Critical Engagement - Teaching Your Customers For Deeper Engagement

    • Lesson 3 - Move Beyond The Transactional - Make a Differance

    • Lesson 4 - Focus on Your USP to Discover Your Teaching Topics

    • Lesson 5 - Creating an Email Series to Provide Value

    • Lesson 6 - Email Series Worksheet

    • Lesson 7 - Level 6 Overview Slides
  • 8

    Literate Thinking: Delight - Level 7

    • Lesson 1 - Segment your Brand Advocates - Loyalty rewarded

    • Lesson 2 - The Importance of Feeling Seen and Heard

    • Lesson 3 - How To Make Your Customer the Hero

    • Lesson 4 - Implementing User Generated Content For Success

    • Lesson 5 - Direction for the Thank-You Exercise

    • Lesson 6 - Making Your Customer Feel Seen and Heard Exercise

    • Lesson 7 - Thank-You Exercise

    • Lesson 8 - Final Workbook

    • Lesson 9 - Level 7 Overview

    • Lesson 10 - Final Assessment

    • Course Survey