Online Course
Understanding Customer Touch Points

This course covers a complete view of customer touch points (both physical and virtual) and a unique model for standardizing and managing customer contact models across channels including approaches for customer feedback, quality management, and migration.

Sign up
Add to your list: add to your list
10 chapters 10 chapters
Duration: 1h 45m Duration: 1h 45m
Estimated time to complete: 6h Estimated time to complete: 6h
3 month-access to the course 3 month-access to the course
Personalized feedback on exercises and final exam Personalized feedback on exercises and final exam
Direct contact with faculty Direct contact with faculty
Quizzes, exercises, and relevant case studies to ensure your comprehension Quizzes, exercises, and relevant case studies to ensure your comprehension
Practical exercises and final exam to be graded by the course faculty Practical exercises and final exam to be graded by the course faculty
Course certificate at course completion Course certificate at course completion
What Will You Learn?
Senteo

You will acquire a deep understanding of customer touch points and the principles of creating positive customer experiences.

Senteo

Learn how to apply this knowledge to design practical solutions that meet customer needs and preferences, and develop customer loyalty through positive customer contacts.

Senteo

Understand how to use data, experiential realms, theming, and analytics to optimize customer contacts at the distribution level.

Senteo

Understand how to measure the effectiveness of customer contacts.

Who’s this Course for?
icon

All customer experience professionals wishing to increase the value and to develop long-term mutually beneficial relationships with their customers

icon

Any business that is looking for differentiation from competitors while being able to keep a price premium

icon

Top and middle management wishing to design, build, measure, and manage experiential and transformational businesses

Understanding Customer Touch Points

The content in this course is applicable to any industry: retail and shopping centers, banking, hospitality, pharmaceutical, etc.

Education Journey
Chapter 1

Introduction to Customer Touch Points

Chapter 2

The Value of Customer Contacts (Exercise)

Chapter 3

Types of Customer Contacts & Customer Touch Points

Chapter 4

Standardizing Customer Contacts & Building Customizable Contact Models

Chapter 5

Using Experiential Realms & Theming to Enhance Customer Environments

The Senteo Learning Experience

All of our educational programs follow a simple but very effective approach designed together with an organizational psychologist to improve the retention of concepts and stimulate application of the methodology to real world business needs. All programs are structured with the following four components:

The Senteo Learning Experience

Learn — understand the theory and mechanics behind each aspect of the methodology

The Senteo Learning Experience

Do — apply the different aspects of the methodology during exercises and work groups

The Senteo Learning Experience

See — observe real world applications, examples and case studies related to each aspect of the methodology

The Senteo Learning Experience

Extend — identify and support the possibilities for real-world applications of the methodology specific to current business needs and goals

MEET YOUR PROFESSOR
Michael Ruckman, President & CEO of Senteo
Michael Ruckman, President & CEO of Senteo
Michael Ruckman, President & CEO of Senteo

Michael is a regular keynote speaker and guest lecturer at Stockholm School of Economics, Skolkovo School of Management, UNLV, Financial University, BAI, EFMA, Lafferty, ICSC, MECS+R, as well as many other international conferences and corporate events. As well, Michael has authored dozens of educational courses in the areas of strategy, digital and business model transformation, leadership, customer experience, corporate culture development, gamification, customer relationship management (CRM), and others with over 30,000 participants since 2004.

25 years
of experience
30,000+
graduates
300+
projects
30
countries
25 years
of experience
30,000+
graduates
300+
projects
30
countries
Michael Ruckman, President & CEO of Senteo
Understanding Customer Touch Points
10 chapters 10 chapters
Duration: 1h 45mDuration: 1h 45m
Estimated time to complete: 6h Estimated time to complete: 6h
3 month-access to the course 3 month-access to the course
Personalized feedback on exercises and final examPersonalized feedback on exercises and final exam
Direct contact with faculty Direct contact with faculty
Quizzes, exercises, and relevant case studies to ensure your comprehensionQuizzes, exercises, and relevant case studies to ensure your comprehension
Practical exercises and final exam to be graded by the course facultyPractical exercises and final exam to be graded by the course faculty
Course certificate at course completion Course certificate at course completion
Senteo Online Education Calculator
Senteo Online Education Calculator

We understand that choosing the right course or certification program can be overwhelming with the numerous options available. That's why we've created this calculator to help you find the best fit for your goals and needs.
By answering a few questions about your current situation and aspirations, we will provide you with tailored recommendations from our range of courses and certification programs.

Senteo Online Education Calculator
Online Programs Catalog
PRICING AND SUBSCRIPTION
Get Extra Features
Discovery
$9/month

50%

Open Webinars (Live Steam)

10%

Education (Online Courses & Certifications)

10%

Advisory & Coaching

Online Community

10%

Ask an Expert

Premium Content
Practitioner
$19/month

Open Webinars (Live Steam)

15%

Education (Online Courses & Certifications)

15%

Advisory & Coaching

Online Community

25%

Ask an Expert

Premium Content
Professional
$39/month

Open Webinars (Live Steam)

20%

Education (Online Courses & Certifications)

20%

Advisory & Coaching

Online Community

50%

Ask an Expert

Premium Content
Expert
$69/month

Open Webinars (Live Steam)

25%

Education (Online Courses & Certifications)

25%

Advisory & Coaching

Online Community

Ask an Expert

Premium Content
Answering your questions
There are three requirements that need to be met in order to achieve your certificate of achievement:
- Complete all the course videos
- Obtain at least 50% passing rate in all quizzes
- Obtain at least 50% passing rate in the 3 practical exercises and in the final exam
Yes, you can take the quizzes, exercises, and final exam an unlimited number of times to practice and improve your skills.
You have 3 months to access this course. If exceptionally you need more time, you can write your request to education@senteo.net
Your instructor and the course faculty are glad to see your progress and are here to support you in any possible way. Send us an e-mail to education@senteo.net
Still Have Questions?

    Senteo’s Content
    See All
    Development cycles, customer-centric business models, corporate culture and other topics discussed with the local press during a trip to Kyrgyzstan and a workshop with Bai Tushum Bank in Bishkek.
    Banks have long struggled to adequately match customer expectations. So how can banks give customers what they really want? Michael Ruckman explains how to build and maintain real relationships.
    Does a good customer experience guarantee a strong customer relationship? This article explains how positive and fulfilling experiences can be utilized to develop mutually beneficial relationships.
    Voice On Demand Retail Podcast: Part 3 – Leadership in the Retail Market
    Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
    Voice On Demand Retail Podcast: Contacts, Experiences and Journeys: What customers really want
    Michael Ruckman, President & CEO of Senteo talks about Customer Contacts, Experiences, and Journeys in this fast moving presentation from the MECS+R Congress in 2021 in Dubai.
    Michael Ruckman Talks about Customer-Centric Business Models
    What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
    What Women Want focuses on the female shopper and her growing presence in the global marketplace, identifying just exactly what constitutes the personality and needs of the modern woman shopper.
    A comprehensive manual on the changes occurring in the banking world, with a focus on the three main disruptive forces which are dramatically changing the financial services industry.
    Author Dan Pink tackles the topic of sales from an analytical standpoint, arguing that all people, not matter what profession they are in, deal in the field of sales.
    Contagious: Why Things Catch On is a dive into the concept of viral marketing and how something can be shared to the point of being a cultural phenomenon.
    In this book, Guy Kawasaki seeks to explain why individuals of sound body and mind follow others. Kawasaki argues that this is an important question for all of humanity.
    Steve Zaffron and Dave Logan have created a methodology for improving the leaders who drive performance. They have identified three key aspects centered around effective communication.
    What is Relationship-Centricity?
    This short video explains what relationship-centricity is and how it is different from customer-centricity. Follow the link to see how companies can extract value from their relationships with
    How to Build a Business That Lasts 100 Years
    Join strategist Martin Reeves as he explains how executives can apply six principles from living organisms to build resilient businesses that flourish in the face of change.
    Explanation of What UX, CX and LX is and the Difference Between CEM & CXO
    This quick 5-minute video explains the difference between User Experience, Customer Experience and Life Experience, provides examples of each and explains the difference between CEM and CXO.