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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

    Chapter 1: Kickstarting your Customer Engagement

    • Introduction

    • Lesson 1: Activating Your Customers - A Framework for Success

    • Lesson 2: Creating Deep and Meaningful Customer Connection

    • Lesson 3: Breathe: A Connection Exercise

    • Lesson 4: Creating Your Catalyst Statement

    • Lesson 5: Course Framework Slides

    • Lesson 6: Creating Your Catalyst Statement Worksheet

    • Lesson 7: Preparing For Growth: Framing Business Goals

    • Lesson 8: Setting Your Goals Exercise
  • 2

    Chapter 2: Level 1 - Identifying Your Customer

    • 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, How and Where of the Customer

    • Lesson 5: Identifying and Analyzing Your Customers

    • Lesson 6: Researching Your Industry

    • Lesson 7: Analyzing Your Competitors

    • Lesson 8: Effective Customer Listening

    • Lesson 9: Who Do You Survey?

    • Lesson 10: Customer Personas - The Human Behind the Metric

    • Lesson 11: Competitor Analysis Worksheet - Digital

    • Lesson 12: Customer Analysis Exercise

    • Lesson 13: Developing Your Client Personas Worksheet

    • Lesson 14: Competitor Analysis Worksheet - General
  • 3

    Chapter 3: Level 2 - Unsystematic Engagement

    • 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 - Bringing 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 Slides
  • 4

    Chapter 4: Level 3 - The Customer Journey

    • Lesson 1 : From Awareness to Conversion

    • Lesson 2: Overcoming Distractions and Roadblocks

    • Lesson 3: Customer Journey Worksheet

    • Lesson 4: Mapping the Journey to Your Goals

    • Lesson 5: Level 3 - Overview Slides
  • 5

    Chapter 5: Level 4 - Structure Dependent Engagement

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

    • Lesson 2: Creating Simple CTAs to Convert

    • Lesson 3: Being Intentional and Strategic - Asking the Right Questions

    • Lesson 4: Connecting the CTA to the Customer Journey

    • Lesson 5: Developing a Content Strategy for Social Media

    • Lesson 6: Building Conversations that Convert

    • Lesson 7: Your Roadmap to Success

    • Lesson 8: Content Strategy Worksheet
  • 6

    Chapter 6: Level 5 - Increasing Engagement

    • Lesson 1: Incentivizing Your Customer

    • Lesson 2: Integrating Incentives

    • Lesson 3: Sweetening the Deal

    • Lesson 4: Discovering the Right Influencer

    • Lesson 5: Influencer Strategy Worksheet

    • Lesson 6: Incentive Strategy Worksheet

    • Lesson 7: Level 5 - Overview Slides
  • 7

    Chapter 7: Level 6 - Critical Engagement

    • Lesson 1: Delighting and Inspiring Your New Community

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

    • Lesson 3: Moving Beyond the Transactional

    • Lesson 4: Focusing on Your USP

    • Lesson 5: Creating an Email Series to Provide Value

    • Lesson 6: Email Series Worksheet

    • Lesson 7: Level 6 - Overview Slides
  • 8

    Chapter 8: Level 7 - Literate Thinking

    • Lesson 1: Segmenting Your Brand Advocates

    • Lesson 2: The Importance of Feeling Seen and Heard

    • Lesson 3: Making Your Customer the Hero

    • Lesson 4: Implementing User Generated Content

    • Lesson 5: Thank-You Exercise Instructions

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

    • Lesson 7: Thank-You Exercise

    • Lesson 8: Roadmap Workbook

    • Lesson 9: Level 7 - Overview Slides

    • Final Assessment

    • Course Survey