Certification Program
Experiential Innovation & Relationship-Centric Offerings (EIP)

This certification program, that has been designed for individuals involved in managing or sponsoring the innovation process in any size organization, explores different forms of innovation by breaking free from the confines of products and channels to design offerings based on the desired outcomes sought by customers. Creating a colossal shift from "What a customer buys" to "What value is created for the customer" changes the framing for innovation focused on solutions and the quality of the relationships that emerge while helping customers to achieve their desired outcomes. Based on Senteo’s methodology and the principles of the best seller "The Experience Economy" by Joe Pine and Jim Gilmore, this program presents an effective and entertaining delivery approach with videos, engaging exercises, case studies, and many real-world examples.

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Add to your list: add to your list
3 engaging and effective courses, 18 chapters3 engaging and effective courses, 18 chapters
Interactive videosInteractive videos
Relevant case studiesRelevant case studies
Personalized feedback on written assignments and final examsPersonalized feedback on written assignments and final exams
Direct communication with faculty Direct communication with faculty
Free coaching – two formats to choose from: Ask an Expert (written format) or Basic Business Coaching (30 min. session)Free coaching – two formats to choose from: Ask an Expert (written format) or Basic Business Coaching (30 min. session)
Certificate of achievement at program completionCertificate of achievement at program completion
Curriculum
Course
Solutions: Beyond the Boundaries of the Product
This course explores The Progression of Economic Value, innovation approaches, and customer relationship dynamics. Participants learn to leverage customer relationships for transformative business growth and move from product-centric to value-driven solutions.
Chapter 1

Understanding the Progression of Economic Value & The Experience Economy

Chapter 2

Exploring Different Approaches to Innovation

Chapter 3

Understanding Experiential Innovation

Chapter 4

The Components of Customer Relationships & The Relationship Dynamic

Chapter 5

Using Customer Relationships to Guide Transformations

Chapter 6

Exercise – The Progression of Economic Value

Chapter 7

Moving from Products to Solutions - Added Value IS an Experience

Chapter 8

Final Exam - Designing a Solution


Course
Customer Journeys: Guiding Customers to their Desired Outcomes
This course presents a comprehensive approach to classification of different journeys (user, customer, life journeys) along with a detailed discussion of systemized journey management and measurement in organizations.
Chapter 1

Introduction to Customer Journeys

Chapter 2

Understanding User Experiences (UX) & User Journeys (UJM)

Chapter 3

Understanding Customer Experiences (CX) & Customer Journeys (CJM)

Chapter 4

Understanding Life Experiences (LX) & Life Journeys (LJM)

Chapter 5

Final Exam - Mapping a Customer Journey


Course
Relationship-Centric Offerings: Understanding & Influencing Customer Behavior
This course explores different forms of segmentation, life-event solutions, complex customer journeys, and influencing cyclical purchasing patterns with relationship-centric offerings.
Chapter 1

Historical Development of Approaches to Customer Segmentation

Chapter 2

Using Data, Social Context, & Game Theory to Engage Customers & Influence Behavior

Chapter 3

Introduction to Cyclical Purchases & Relationship-Centric Offerings

Chapter 4

Introduction to Themed Ecosystems

Chapter 5

Final Exam - Designing a Relationship-Centric Offering


What Will You Learn?
Senteo

Customer experience management: gain the ability to design, manage, and optimize customer experiences, ensuring customer satisfaction and loyalty.

Senteo

Customer relationship management: acquire skills in building and maintaining customer relationships, understanding customer needs, and fostering long-term loyalty.

Senteo

Segmentation and targeting: gain the ability to identify and segment target markets effectively, tailoring your efforts to specific customer groups.

Senteo

Data analytics: acquire the knowledge of customer-oriented analytics and data-driven decision-making, enabling you to extract insights and make informed decisions.

Senteo

Customer Journey Mapping: learn how to map and analyze customer journeys, identifying key touchpoints and opportunities for improving customer experiences.

Senteo

Emotional engagement: develop skills in creating emotional connections with customers fostering customer engagement and brand loyalty.

Who Should Enroll in this Program?

This program has been specifically designed for product managers, marketing professionals, innovation leaders, customer experience managers, business development executives, entrepreneurs and start-up founders, customer success managers, sales professionals, UX professionals, and customer insights and analytics professionals. 

Customer Experience Directors/Managers: This program would be suitable for professionals leading customer experience teams or managing customer experience initiatives within an organization. 

Marketing Managers: Marketing managers can benefit from the program as it provides insights into aligning marketing strategies with customer experience goals. They will learn how to create customer-centric campaigns, optimize touch points, and enhance overall customer satisfaction.

Product Managers: Product managers will find the program beneficial as it offers insights into understanding customer needs, preferences, and expectations. They will learn how to develop products that align with the desired customer experience, leading to increased customer satisfaction and loyalty.

Senteo

This program is also recommendable for Business Development Managers, entrepreneur/start-up founders, Senior Executives/Leaders, Consultants and Advisors.

Senteo Customer Experience Certification

Once you have satisfactorily completed all the course requirements you will receive your certificate of achievement by email. This certification is valid for 3 years.

Senteo Customer Experience Certification
Co-Author of The Experience Economy
“No company better applies our ideas on The Experience Economy than Senteo, and this certification program does a great job of teaching how to build relationship-centric, experience-based businesses. Everyone should attend!”
Co-Author of The Experience Economy
B. Joseph Pine II,
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
Senteo
Experiential Innovation & Relationship-Centric Offerings (EIP)
3 engaging and effective courses, 18 chapters
Interactive videos
Relevant case studies
Personalized feedback on written assignments and final exams
Direct communication with faculty
Free coaching – two formats to choose from: Ask an Expert (written format) or Basic Business Coaching (30 min. session)
Certificate of achievement at program completion
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