Customer-Focused Entrepreneurship & Service Strategy Specialization

Customer-Focused Entrepreneurship & Service Strategy Specialization

Build Customer-Focused Business Strategy & Loyalty.

Learn to design service, gather insights, and build lasting customer loyalty

Instructor: Mark Peterson

Access provided by National Marine Dredging Company Group

3 course series

Get in-depth knowledge of a subject

Beginner level

Recommended experience

8 weeks to complete

at 3 hours a week

Flexible schedule

Learn at your own pace

3 course series

Get in-depth knowledge of a subject

Beginner level

Recommended experience

8 weeks to complete

at 3 hours a week

Flexible schedule

Learn at your own pace

What you'll learn

Identify customer requirements, develop testable hypotheses, design and conduct appropriate tests,and acquire, analyze, and assess data.
Conduct in depth customer interviews. Develop an improved customer focus model.
Increase comfort working in uncertain and dynamic industries.
Work effectively in a team environment. Set goals and develop milestones to achieve them.

Details to know

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Taught in English

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Specialization - 3 course series

This specialization teaches how to build a customer‑focused business by connecting service strategy, customer insight, and relationship development. Learners explore how excellent service drives differentiation, how to design and interpret customer feedback, and how to create loyalty through trust, culture, and recovery. By the end of the program, learners will be able to translate customer data into actionable insights and apply strategies that improve experience, retention, and long‑term business performance.

Applied Learning Project

Learners complete hands‑on projects including diagnosing customer experience gaps, designing customer surveys, interpreting real survey data, and developing recovery strategies. These projects simulate real business scenarios, requiring learners to identify customer needs, prioritize insights, and recommend actions that improve satisfaction and loyalty in practical, decision‑making contexts.

Customer-Focused Entrepreneurship: Service Insight & Loyalty

Course 1, 7 hours

What you'll learn

In Customer-Focused Entrepreneurship: Service Insight & Loyalty, learners build a strong foundation in customer‑focused entrepreneurship by exploring how exceptional service and informed decision‑making drive business success. You’ll begin by examining what customer service truly means in today’s competitive environment and why it is a critical differentiator for startups and established organizations alike.

The course then introduces practical approaches to gathering customer feedback through effective survey design and implementation. Learners explore how to ask the right questions, reach the right audiences, and turn customer input into meaningful insights. The course concludes with an exploration of customer loyalty, helping learners understand how businesses create lasting relationships that increase retention, trust, and long‑term value. By the end of this course, learners will be equipped to design customer service strategies, gather actionable feedback, and apply loyalty‑building principles to real‑world entrepreneurial and business contexts.

Customer-Focused Entrepreneurship: Culture, Teams & Lock-On

Course 2, 7 hours

What you'll learn

This course explores how organizations create lasting competitive advantage by aligning people, culture, and customer relationships. Learners examine how exceptional service is not achieved through processes alone, but through the intentional development of teams and organizational cultures that prioritize the customer.

The course begins by introducing the concept of lock‑on, where businesses move beyond transactional service to build deep, long‑term relationships with customers based on trust, value, and partnership. It then focuses on how organizations recruit, develop, and retain employees whose behaviors and attitudes support customer‑focused objectives. Learners also analyze the role of service culture as a critical differentiator, exploring how shared values, leadership practices, and employee engagement shape consistent, high‑quality customer experiences. By the end of the course, learners will understand how strong teams and service cultures contribute directly to customer loyalty, organizational performance, and long‑term growth.

Customer-Focused Entrepreneurship: Insights & Recovery

Course 3, 10 hours

What you'll learn

This course explores how organizations transform customer feedback and experiences into meaningful action. Learners develop the ability to move beyond collecting data to analyzing customer insights, communicating findings effectively, and making decisions that improve customer experience and business performance. Emphasis is placed on interpreting survey results, identifying patterns, and translating data into clear, actionable recommendations for stakeholders.

The course also highlights the importance of active listening as a core skill for understanding customer needs, including those that are not explicitly expressed. Learners examine how thoughtful questioning, attentiveness, and engagement deepen customer understanding and strengthen relationships. Finally, the course addresses service breakdowns and recovery, focusing on how organizations respond when things go wrong. Learners explore strategies for rebuilding trust through transparency, accountability, and effective communication, and how strong recovery efforts can turn failures into opportunities for long‑term customer loyalty. By the end of the course, learners will understand how to connect customer insight, communication, and recovery practices to drive better decisions, stronger relationships, and sustained organizational success.