Unit 1: Getting Started May 13 - 26 (230 points)

Mod 1: Navigating Bb
1 Navigating Options 2 Discussion Board & Blog - Go to e-Lesson 2 - Watch Discussion Board - Watch Blogs 3 Assignments & Quizzes 4 Checking Your Grades 5 Bb Support - Watch Assignments - Watch Quizzes - Watch Grades - Watch Bb Support 13-May Suggested Due Date Required by 11:59pm Point Value

Mod 2: Previewing the Course

1 Course Outcomes - Watch Course Outcomes - Watch Who's Doing? 2 Course Structure 3 Communication 4 Learner Evaluation 5 Your First Discussion - Read Syllabus & Course Schedule - Watch Course Structure - Watch Message Center - Go to eLesson 5 15-May

- Post Favorite Place DB

REQUIRED!

Thu May 16

20xc

Mod 3: Defining the Customer

- Read Timm Ch 1 1 Customers Have Many Names - Watch Great Service - Watch CEE Just Checking 2 Internal Customers - Watch Int Customers: Adrian Mech - Watch CEE It's Not What I Need 3 External Customers 4 The Customer Journey 5 Customer Turnons/Turnoffs - Watch Take It On The Road - Watch CEE Rocket Scientist - Watch CEE Slightly Rude - Read Timm Ch 6 pages 86-94 - Watch CEE Next in Line 16-May

- Post Pizza DB

Fri May 17

30

Mod 4: Building Your Personal Effectiveness

1 The Right Attitude 2 Postive Behaviors - Watch CEE Fast Isn't On The Menu - Read Timm Ch 2 pages 18-29 - Complete Pos/Neg Behavior Activity - Watch CEE Gossip To Yourself 3 It's Not About You - Listen/Read Get Off The Phone - Watch CEE Whose Next 4 Appearances: Personal/Organizational 5 First Impressions - Read Timm Ch 2 pages 29-35 - Watch CEE If I May Be So Rude - Read First Impressions 18-May

- Respond Pizza DB

Tue May 21

60

Mod 5: Evaluating Your Progress

1 Roto-Rooter 2 Ricky's Gas Station 3 Pre-Flight Announcement 4 Your Journal - Watch Roto-Rooter - Watch Ricky McDougald - Watch Pre-Flight Announcement - Complete Unit 1 Journal Activities - Complete Review Game (Optional) 5 Unit 1 End of unit activities Submitted at end of Unit 2 22-May

- Post/Comment to Blog - Take PQ Unit 1 - Take Unit 1 Quiz

Sun May 26 Sun May 26 Sun May 26

20 20 100

Unit 2: Designing the Customer Experience May 27 - Jun 16 (430 points)

Suggested Due Date Required by 11:59pm Point Value

Mod 6: Defining Customer Experience

1 Progression of Economic Value - Watch Progression of Economic Value - Review Evolution Activity 2 Evolution of Customer Experience - Visit Standard Parking Website - Watch CEE Someone Answer - Watch Gumball 3 Customer Experience Defined - Watch Untangling Brand - Watch CEE Need To Reschedule 4 Moments of Truth 5 Experience -- The Stages - Review MOT Example - Watch CEE Got Rid Of That One - Review U2 Journal Assignment 29-May

Mod 7: Defining the Experience Design Process

- Listen/Read USP & You 1 Shape Customer Expectations - Review the UA document - Watch Customer Expectations - Watch CEE It'll Be Ready - Watch "ing" the Thing 2 "ing" the Thing - Visit Harley Website - Watch CEE Give Me Information 30-May

- Post "ing" the Thing DB

- Watch Sweet Spot 3 The Sweet Spot - Review Sweet Spot Activity - Watch CEE Initial Patient Contact - Watch THEME The Experience 4 THEME It - Read Why No Sense - Watch CEE Hear Me Asking - Watch What Gets In The Way - Read Temkin Four Competencies 5 Challenges & Competencies - READ Michelli Understanding - Watch CEE Smallest Thing Important 3-Jun 2-Jun

Fri May 31

60

- Respond to "ing" the Thing

Tue Jun 4

30

Mod 8: Conducting a Clues Audit

1 Functional Clues 2 Context Clues: Mechanic & Humanic 3 People, Place, & Process Clues 4 The Rational/Emotional Balance 5 Aligning the Clues - Read Engineering Customer Experiences - Read Managing Service Experience Clues - Watch Designing Solo - Watch CEE When Tech & Patients Clash - Take Hemispheric Assessment - Read Managing Total Experience - Begin Clues Audits Assignment 6-Jun

Unit 2: Designing the Customer Experience (Continued)

Suggested Due Date Required by 11:59pm Point Value

Mod 9: Building Your Personal Effectiveness

- Watch Communication Process 1 The Communication Process - Complete Barriers Activity - Watch A Quick Exercise - Watch CEE Jargon/Slang/Cliches 2 Communication Styles - Take Communication Styles Survey - Watch CEE Why Are You Shouting 3 Style-Flex - View What To Do/Not Do Activity - Watch CEE Don't You Get Message - Watch Listening 4 Listening With More Than Your Ears - Watch Moment of Truth - Watch CEE On I'm Sorry But - Read Timm Ch 3 5 Steps to Better Listening - Watch CEE What'd You Say 7-Jun

- Complete Clues Audits

Fri Jun 14

100

Mod 10: Evaluating Your Progress

1 Whole Foods 2 Geek Squad 3 Simon Faure-Field - Watch Whole Foods/Sweet Spot - Watch Clues & People - Watch Simon Faure-Field - Read Company Nose Best 4 Your Journal - Complete Unit 2 Journal Activities 14-Jun

- Submit Journal Units 1 & 2

- Complete Review Game (Optional)

Sun Jun 16 Sun Jun 16 Sun Jun 16 Sun Jun 16

100 20 20 100

5 Unit 2 End of unit activities

- Post/Comment to Blog - Take PQ Unit 1 - Take Unit 2 Quiz

Unit 3: Staging the Customer Experience Jun 16 - Jun 30

Mod 11: Using the "Work is Theatre" Model
1 Theatre Defined - Watch Work is Theatre - Watch CEE Legalese is Foreign Language - Complete Peformance/Business Activity 2 Theatre Applied to Business - Complete Theatre Forms Activity - Watch CEE Let's Practice Together 3 Costumes 4 Props - Watch CEE By The Book - Watch Steve Jobs Apple Presentation - View Debi Gomez website - Watch CEE Customer Service Alien - Watch Three Steps 5 On Stage/Off Stage Performances - Watch Customer Experience = Weapon - Watch CEE Too Much Information

(230 points)
Required by 11:59pm Point Value

Suggested Due Date

16-Jun

Mod 12: Staging the Customer Experience

1 Know What You Can Do - Watch CEE Problems Run Downhill - Review NRF Material 2 Find Out What the Customer Wants - Watch Find Out What Customer Wants - Watch CEE Rambling Along 3 Get It For Them (APE It) - Watch Get It For Them - Watch CEE But I'm Hungry - Read Timm Ch 10, 11, 12 4 Go The Extra Mile - Read Michellit Exceptional Customer Svc - Watch Go The Extra Mile - Watch CEE Don't Miss Opportunity -Watch Dating Your Customer - Read Michelli: Needs/Personalized 5 Ensure a Memorable Experience - Visit Zappos.com Website - Watch CEE Rudeness Not An Option 18-Jun

- Post "Deteriorating" DB

Fri Jun 21

60

Mod 13: Handling Experience Recovery

- Read Timm Ch 9 1 Customer Complaints - Watch 5 Steps - Watch CEE Complain to Me 2 Indifferent Customers 3 Irate Customers - Watch CEE Don't Know What - Watch 6 Ways - Watch CEE I Know You're Angry 4 Demanding Customers - Listen to 911 Burger King - Watch CEE Very Very Angry - Watch Change Your Perspective 5 Delivering Negative News - Watch CEE One Little Word 24-Jun

- Reply "Deteriorating" DB

Tue Jun 25

30

Unit 3: Staging the Customer Experience (Continued)

Suggested Due Date Required by 11:59pm Point Value

Mod 14: Building Your Personal Effectiveness

1 Voice 2 Vocabulary - Go to eLesson 2 - Read Hydrocholoric Acid - Watch CEE Brain Surgery 3 Body Language - Watch Tonya Reiman - Watch CEE Hear Me Roar - Watch Acting With Intention 4 Acting With Intention - Watch Johnny the Bagger - Watch CEE I'm On Ignore 5 Stage Presence & Your Role - Watch The Front Line Face of Company - Watch CEE Glad They Didn't Operate 25-Jun

Mod 15: Evaluating Your Progress

1 Zingerman's Q&A 2 Zappos.com 3 McCafe in New Zealand 4 Your Journal - Watch Zingerman's Q&A - Watch Zappos.com - Watch McCafe in New Zealand - Complete Unit 3 Journal Activities - Complete Review Game (Optional) 5 Unit 3 End of Unit Activities 30-Jun Submitted at end of Unit 4 29-Jun

- Post/Comment to Blog - Take PQ Unit 3 - Take Unit 3 Quiz

30-Jun 30-Jun 30-Jun

20 20 100

Unit 4: Inspiring Others Jul 1 - Jul 21 (330 points)

Suggested Due Date Required by 11:59pm Point Value

Mod 16: Providing Leadership

- Read Timm Ch 14 1 The VisionThe MotifThe Theme - Watch Three Strategic Questions - Watch CEE Blame Game 2 The Behaviors 3 Business Processes 4 Leadership & Motivation 5 The Chief Experience Officer (CXO) - Read Michelli Corporate Values - Read Recruiting to Type - Read web page - Read Michelli Motivating Staff - Watch CEE Don't Make Me Look Stupid - Watch CEE You Ruined My Day 2-Jul

Mod 17: Being a Leader Without Position

1 Know Your Stuff - Watch Leadership Lessons/Dancing Guy - Watch CEE Know Your Stuff 2 Be a Role Model - Watch Motivating Employees - Watch CEE He Cussed At Me 3 Follow-Through 4 Team Player 5 Your Boss As Your Customer - Watch Who Is Laurence Haughton - Watch CEE Be Prepared - Watch CEE Libby Libby Libby - Watch CEE Tit For Tat 9-Jul

- Post to CXO Debate DB

Fri Jul 12

60

Mod 18: Encouraging Employee Involvement

- Watch Experience Part of Culture 1 Empowering Employees - Watch Sometimes Happens By Accident - Watch CEE When To Bend The Rules - Read Timm Appendix pages 218-222 2 Harvesting Ideas - Watch Yesand - Watch Managing the Client Experience - Watch CEE Team Is More Than Me - Watch Zingerman's Business Perspective 3 Open Book Finances - Read The Zingerman's Way - Watch CEE Creating Performance Champs 4 Recognition & Reward Systems 5 Challenges - Watch CEE Touchy-Feely Stuff - Watch CEE Get Off My Back 14-Jul

- Reply to CXO Debate DB

Tue Jul 16

30

Unit 4: Inspiring Others (Continued)

Suggested Due Date Required by 11:59pm Point Value

Mod 19: Building Your Personal Effectiveness

- Watch Leadership Styles 1 Are You Motivated To Lead? - Watch JD's Leadership Skills - Take Leadership Motivation Assessment - Watch CEE I'm Outta Here 2 Emotional Quotient - Take Emotional Quotient Assessment - Watch CEE You Want It When? HA! - Watch Chimpanzee Cooperation 3 Social Quotient - Watch Social Intelligence & Leadership - Watch CEE Little Things Mean A Lot 4 Hospitality Quotient - Watch Danny Meyer video - Watch CEE Don't Transfer Responsibility 5 Your Leadership Legacy - Take Leadership Legacy Assessment - Watch CEE Lighting The Fuse 18-Jul

Mod 20: Evaluating Your Progress

1 Building a Better Playground 2 Santastic 3 The Ritz Carlton 4 Your Journal - Read Building a Better Playground - Watch Santastic (Panel Discussion) - Visit Santastic Website - Read Michelli Anticipating Needs - Complete Unit 4 Journal Activities 19-Jul

- Submit Journal -Units 3 & 4 (plus 1 & 2)

- Complete Review Game (Optional)

Sun Jul 21 Sun Jul 21 Sun Jul 21 Sun Jul 21

100 20 20 100

5 Unit 4 End of unit activities

- Post/Comment to Blog - Take PQ Unit 4 - Take Unit 4 Quiz

Unit 5: Maintaining the Momentum Jul 22 - Aug 7 (280 points)

Suggested Due Date Required by 11:59pm Point Value

Mod 21: Recognizing Emerging Trends

1 Social & Economic Shifts - Read Timm Ch 7 - Read Timm Ch 4 & 5 2 Technology - Listen/Read Computer Jennerated - Listen/Read While Standing - Watch Technology Not The Answer - Watch Going Back to 1-to-1 Marketing 3 1-to-1 Marketing & Transformation - Watch Gilmore Transformation - Watch Trends - Visit Subservient Chicken Website 4 Viral Marketing - Read New Rules of Viral Marketing - Read Six Principles of Viral Marketing - Read Choice at Schnucks 5 Paradox of Choice - Read Simplicity 1-2-3 - Watch Watch Ted.com Ted.com Paradox Paradox of of Choice Choice 23-Jul

20-Jul

50

Mod 22: Achieving Customer Loyalty

- Watch Why Is It So Hard To Find 1 Why Customers Leave - Read Customer RetentionBe Dead - Watch WAYMISH - Watch CEE Ask Me If I Care - Read Timm Ch 6 (94-97); Ch 1 (11-13) 2 Zone of Indifference - Read 2010 Customer Experience Report - Watch Why Give Great Service - Watch CEE Patience In The Impatiens - Read People Make the Difference 3 The Connection - Watch Long Term Win/Win - Watch CEE Customers Reward - Read Michelli Creating Advocates 4 Customer Advocates - Read Elements of User Experience - Watch CEE I Wasn't Listening - Read Emotionally Engaging Experiences 5 Customer Retention - Watch CEE Tell You What I Can Do 25-Jul

-Post Paradox of Choice DB

Fri Jul 26

60

Mod 23: Striving for Continuous Improvement

1 The Control Process 2 Customer Feedback - Go to eLesson 2 - Read Timm Ch 8 - Watch Client Contact Strategy - Watch CEE Go Where - Review MCA Sample Customer Survey 3 Measures - Review Types of Process Measures - Watch CEE Sorry Wrong Number - Watch Basketball Video 4 The Gorilla - Watch Measuring Customer Experience - Watch Video Rental Nightmare 5 The 4-S Model - Watch Motif and THEME 29-Jul

- Reply Paradox of Choice DB

Tue Jul 30

30

Unit 5: Maintaining the Momentum (Continued)

Suggested Due Date Required by 11:59pm Point Value

Mod 24: Building Your Personal Effectiveness

1 Managing Stress 2 Managing Your Time 3 Keeping Promises 4 Personal Branding - Read Timm Ch 13 - Watch CEE I Didn't Make The Rules - Watch CEE Hey Buddy--Move It - Watch CEE You Aren't Important Enough - Read The Brand Called You - Watch 4 Principles of Career Distinction - Watch CEE If You Have An Attitude - Read First Step: Act Like One 5 Acting As If - Watch Ten Boxes of Choclates - Watch CEE Going The Extra Mile 31-Jul

27-Jul

See M1e5

Mod 25: Evaluating Your Progress

Lasting Relationships 1 2 The 6 Laws & FISH! 3 The Ultimate Customer Experience 4 Your Journal - Read Michelli Lasting Relationships - Read Michelli Making the Connection - Read The 6 Laws of Customer Experience - Watch FISH! Philosophy! - Watch The Breakdown - Complete Unit 5 Journal Activities 1-Aug

- Submit Journal -Units 5 (plus 1 thru 4)

- Complete Review Game (optional) 28-Jul

Sun Aug 4 Wed Aug 7 Wed Aug 7 Wed Aug 7

50 20 20 100

5 Unit 5 End of Unit Activities

- Post/Comment to Blog - Take PQ Unit 5 - Take Unit 5 Quiz

NOTE: This is the end of the semester so no late make-ups for the Unit 5 Journal, Blog, PQ, or Unit 5 Test.