Customer Engagement leveraging The Wheel of Progress
3 Weeks
·Cohort-based Course
Mastering customer engagement with The Wheel of Progress, Six Contexts, and Behavioral Science Tactics
Customer Engagement leveraging The Wheel of Progress
3 Weeks
·Cohort-based Course
Mastering customer engagement with The Wheel of Progress, Six Contexts, and Behavioral Science Tactics
Course overview
Master the Art of Customer Engagement by utilizing the Make It Toolkit
Master the Art of Customer Engagement utilizing the Make It Toolkit, a behavioral science framework for product and service design, customer engagement, and change management.
-> Understand the "why" behind customer behavior through customer jobs-to-be-done and behavioral science.
-> Craft engagement strategies that resonate at each stage of the customer journey.
-> Execute marketing campaigns informed by behavioral science to drive meaningful engagement and influence customer decision-making.
-> Deliver measurable results that enhance customer acquisition, deepen engagement, drive retention, build advocacy, and create lasting loyalty.
The course will cover the following:
-> Using Wheel of Progress® framework, to help you uncover the progress customers seek and design engagement strategies that align with their motivations and struggles.
-> Applying the Six Contexts for Customer Engagement, you’ll learn how to create targeted content for each phase of the customer journey, driving attention, interest, and loyalty.
-> Utilizing the Make It Toolkit Strategies + Tactics, you’ll leverage proven behavioral strategies to craft campaigns that influence actions and deepen connections with your audience.
-> Leveraging the PODS and RACE frameworks, you’ll craft ChatGPT prompts to inform your behavioral science-informed marketing content.
-> By practicing with a B2C or B2B Case Study (of your choice), you’ll gain practical skills and experience in formulating a holistic customer engagement strategy informed by behavioral science.
Who is this course for
01
Content Strategists who want to craft engaging, behaviorally informed content that resonates with customers at every stage of their journey.
02
Product Marketers seeking to align messaging with customer needs, improve product positioning, and boost conversions
03
Demand Generation Specialists looking to create targeted campaigns that attract, engage, and convert high-quality leads.
04
Content Marketers eager to leverage AI and proven frameworks to craft scalable, high-quality content that drives engagement and loyalty.
05
Client Relationship Managers aiming to deepen client connections by addressing motivations and delivering meaningful experiences.
06
Customer Success Managers focused on strengthening relationships, improving retention, and driving customer advocacy through tailored engage
What you’ll get out of this course
Understanding of The Wheel of Progress
Understand the Wheel of Progress Framework for customer jobs-to-be-done research and its relevance to customer engagement.
The Six Contexts for Customer Engagement
Learn how to apply the Six Contexts for Customer Engagement (e.g., grab their attention, activate the goal, create the desire, etc.) to create compelling, targeted content.
The Make It Toolkit for Behavioral Science
A foundational understanding of the 15 core Make It Toolkit strategies (e.g., makeit Attractive, makeit Aversive, makeit Empowering, makeit Yours, etc.) and their use as part of customer engagement.
Utilizing PODS and RACE Frameworks
Integrate PODS and RACE frameworks for strategic and tactical content creation using Generative AI prompt engineering to inform your digital marketing across different channels.
Behavioral Science Tactics (and Strategies)
Practice leveraging Behavioral Science Tactics (e.g., storytelling, the ostrich effect, the halo effect, the endowment effect, the scarcity principle, the zeigarnut effect, etc.) in each customer engagement context.
This course includes
6 interactive live sessions
Lifetime access to course materials
35 in-depth lessons
Direct access to instructor
Projects to apply learnings
Guided feedback & reflection
Private community of peers
Course certificate upon completion
Maven Satisfaction Guarantee
This course is backed by Maven’s guarantee. You can receive a full refund within 14 days after the course ends, provided you meet the completion criteria in our refund policy.
Customer Engagement leveraging The Wheel of Progress
Course syllabus
Week 1
Jan
29
Session 1: Introduction to The Wheel of Progress & The Six Contexts for Customer Engagement
Customer Progress
The Wheel of Progress® Framework
Six Contexts for Customer Engagement
Assignment: Mapping the Cycle of Customer Progress
Jan
31
Session 2: Utilizing PODS and RACE Frameworks
GenAI for Customer Engagement
PODS and RACE Frameworks
PODS Framework
RACE Framework
Make It Toolkit Behavioral Science Tactics
Make It Toolkit Behavioral Design Strategies
Week 2
Feb
3
Session 3: Grab their Attention and Activate the Goal
Grab their Attention
Activate the Goal
Feb
5
Session 4: Build their Interest and Create the Desire
Build their Interest
Create the Desire
Feb
7
Session 5: Frame the Choice and Deliver an Impactful Experience
Frame the Choice
Delivery and Impactful Experience
Week 3
Feb
12
Session 6: Showcase your Customer Engagement Strategy
Showcasing your Customer Engagement Strategies
Your Key Takeaways from the Course
Celebrating your Cohort Success - Maven Certification
What people are saying
Jackie Poriadjian-Asch
Lauren Mitchell
Tom George
Mark Gibson
Minh Tran
Massimo Ingegno
Eckhart Boehme
Meet your instructor
JOHN GUSIFF
John Gusiff is the Managing Partner for Customer Centric Solutions LLC. He founded the company in 2002 after spending 15 years helping leading brands across B2C, B2B, and B2B2C industries, design and implement customer acquisition, customer engagement, customer service, and retention strategies.
He is passionate about improving the lives of customers via human-centered design and design thinking methods. He leverages customer jobs-to-be-done (jtbd) insights research along with applied behavioral science when consulting with his clients.
Clients have included: American Honda, Canada Goose, Citibank, Ecobee, G Adventures, Gympass, Humana, Porch, lululemon, Royal Ambulance, Shaklee, and TransAlta.
Join an upcoming cohort
Customer Engagement leveraging The Wheel of Progress
Cohort 1
$625
Dates
Payment Deadline
Course schedule
6 Sessions; 90 minutes per Session
Monday, Wednesdays, and Fridays
11:30 am to 1 pm Pacific Time
If your events are recurring and at the same time, it might be easiest to use a single line item to communicate your course schedule to students
Six LIVE Cohort Sessions and Class Assignments
For dates/times see course syllabus
Session 1: Wheel of Progress® & Six Contexts
Session 2: PODS & RACE Frameworks
Session 3: Grab their Attention & Activate the Goal
Session 4: Build their Interest & Create the Desire
Session 5: Frame the Choice & Deliver Impactful Experience
Session 6: Showcase Strategies
Office Hour - Q & A
Bring your questions to the Instructor
Additional Office Hours between sessions with provide further Q & A opportunities, spread out throughout the course to raise up and discuss any topic related to the course.
Maven Student Portal for Cohort Discussions
One place to find everything you need
Leveraging the student portal on the Maven platform for posting announcements, reading materials, general discussion, learning modules, and class assignments (projects).
Learning is better with cohorts
Active hands-on learning
This course builds on live workshops and hands-on projects
Interactive and project-based
You’ll be interacting with other learners through breakout rooms and project teams
Learn with a cohort of peers
Join a community of like-minded people who want to learn and grow alongside you
Frequently Asked Questions
Join an upcoming cohort
Customer Engagement leveraging The Wheel of Progress
Cohort 1
$625
Dates
Payment Deadline