Course curriculum

    1. Resources

    2. Welcome message from InterLINK

    3. Welcome - what to expect

    4. It's about Customer Value

    5. What is Strategy?

    6. Good Strategy

    7. Course Outline

    8. Glossary

    9. Course Outline - continued

    10. When you need help

    1. Symptoms

    2. What symptoms do you observe?

    3. What are the real issues?

    4. Impact

    5. Case Study: CBA

    6. Recap

    1. Determine the baseline

    2. Voice of the Customer - quantitative data

    3. Voice of the Customer - qualitative

    4. Voice of the Employee

    5. Data gaps?

    6. Environmental scan

    7. Service Audit

    1. SWOT

    2. Review your SWOT - 1

    3. Review your SWOT - 2

    4. DIAGNOSE - Quiz

    5. 1st Milestone

    1. Best Practices

    2. Power of Context

    3. Rules of Engagement

    4. Power of Commitment

    1. CHOOSE

    2. 4 dimensions of a strong brand

    3. T-Mobile Part 1

    4. T-Mobile commercials

    5. T-Mobile Part 2

    6. Leadership Meeting

About this course

  • Free
  • 60 lessons
  • 0 hours of video content