Bridge the gap between brand strategy and customer reality. This course reveals how branding efforts succeed or fail across every customer touchpoint, from purchase to service to daily use. Students will master a practical framework adapted from Customer Journey Mapping to align brand guidelines across departments, anticipate breakdowns, and measure impact where it matters most. They will learn to apply behavioral economics to prioritize customer experience improvements, use the Value Proposition Canvas to build internal alignment, and understand how employee experience shapes customer perception. Whether you're approaching from a branding or customer experience perspective, you'll gain an operational language for translating brand strategy into consistent, measurable customer experiences.
El curso está muy bien estructurado, además los vídeos explicativos y los artículos que contiene son muy útiles y ayudan a comprender el contenido del curso de manera sencilla y amena.
Really cool! I wish there were a specialization only focused on CX.
it was very insightful and educational..Great Job!
I had hard times listen to your guest speakers . Their communication was not too good especially the branding guy
Amazing insight into the customer journey and product design.
A real good way to start customer experience. The materials are well design to show the relationship between the brand and the customer experience!
Very enlightening and informative. Keep the good work up.
Very interesting and useful! Just one consideration: the final assignment seems very similar to the first one. Perhaps it could be described better.
A compact course designed for those interested in delving into branding, customer experience, and how they intersect. I thoroughly enjoyed the insights gained during the capstone project experience.
It has really given me an upgraded perspective in the whole idea of customer experience and how to improve it.
I recommend this course because there is a lot to learn with reading, experts and the host regarding customer experience CX and employee experience. Thank you!
Fantastic course, gives you unique information and new vision
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A real good way to start customer experience. The materials are well design to show the relationship between the brand and the customer experience!
I recommend this course because there is a lot to learn with reading, experts and the host regarding customer experience CX and employee experience. Thank you!
El curso está muy bien estructurado, además los vídeos explicativos y los artículos que contiene son muy útiles y ayudan a comprender el contenido del curso de manera sencilla y amena.
I found the content of this course to be very informative and very useful. I was recently hired into a CX position in the finance industry and this course provided me with a solid foundation of understanding as far as banding and customer experience go. If you are self-motivated and truly interested in learning, this course definitely provides the right resources. My only complaint would be the peer-reviewed nature of the two largest assignments. While I am all about peer-reviews, the rubric allows for a wide range of quality in the work that can be submitted in order to receive the certificate. . However, this is only a minor issue, because overall the importance is in the content and what one personally takes away from the course.
Very insightful. The videos are short and simple while explaining important concepts in CX through the accumulation of simple ideas.
Indeed an insightful course, the relationship between CX and Branding is well explained. My only pain point was that there were a whole lot of articles whose links were not working or are actually removed. Atleast replace those articles with some new and updated articles for the new joiners. Even after constant reporting to the same issue, I never got a revert back. Now where is your Customer Experience now?😂
Buen dia:
el curso es bueno y solicite ayuda económica la cual fué aproada, sin embargo toda la información se encuentra en inglés y para mí que no manejo bien el idioma es complejo estudiarlo en otro idioma diferente al español. Agradezco dar de baja.
Very enlightening and informative. Keep the good work up.
Me ha ayudado mucho a obtener una visión más acertada sobre lo complejas que pueden llegar a ser las decisiones de cliente potenciales, y su impacto en la reputación e imagen de una marca. He logrado identificar puntos y conceptos en los que me gustaría ahondar más pues me resultan indispensables para llevar a cabo mi labor profesional con éxito.
El formato y el profesor me parecieron excelentes, solo creo que hubiera preferido que el ejercicio de customer journey map fuera un poco más challenging.
I thank Professor Michael Michael Thompson for his course "Branding and customer experience", which radically changed my understanding of the customer experience and its relevance to modern brands. The cases reviewed during the course allowed us to look at clients ' journeys from different angles. And of course systematize my experience in this work.
Very helpful learning program for improve of basic knowledge. when we are working then it seems that what we are doing is the best. Especially when you have been working for 8-10 years. But when such a learning platform is available, it seems that a lot needs to be changed now.
I think the course was very well delivered. The course structure was designed beautifully and the logical flow was impressive.
It has a practical approach to customer experience and not just bookish knowledge.
Overall, I'm highly satisfied with the course content.
This is a great course . If you want to compete with the big boys and girls, you absolutely need this course.
The subtleties of font size, colour, and authenticity in words can make your company or send you to the dustbin of mediocrity. Thank you HH
This course was an eye-opener and gave me a broad perspective of what branding and cx are all about. It made me understand the steps my company is currently doing to better our cx. Now I know how to move forward with my company's vision.
Think this was one of the best courses in this specialization. I simply loved the amount of literature we had every week. The assignments were also very engaging. I liked the lecturer's approach to learning.
All in all, very interesting!
It's a practical course packed with lots to learn about the customer journey and the customer experience. Layering upon this with branding is a great and practical combo. Applied the tools immediately to my work which is very helpful.
Really interesting for those interested in CX, and mostly if you think of it in relationship with marketing. Simple, but somewhat extensive (at least that's how it felt to me). What I like the most is the practicality and usability.
This was a fun course with many great case studies at the intersection of branding and customer experience. Dr. Thompson's lectures gave me inspiration and interesting ideas for my own experience marketing resarches and workshops.
Prof Thompson has a good hold of the subject and it was a pleasure learning from him. However, the video and audio quality can be improved especially the ones shot outside. Using a mic with noise cancellation should do the trick
I found this course very inspiring. It is very well organized and structured/very informative - It made interested and motivated. I appreciate the care I was part of in each lesson - that was very helpful. Thank you very much.