Customer Experience & Retention

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About Course

Course Code: YSL-603

Program: YouthSphere

Academy: Growth, Scaling & Business Leadership

This course helps young entrepreneurs understand how customer experience, ser…

Learning Outcomes

  • Understand customer experience and why it matters for business growth
  • Identi

Learning Experience: Video lessons, audio deep dives, Putting It All Together audio lessons, study guides, workbooks and activities, knowledge checks, and discussion forums.

What Will You Learn?

  • Understand customer experience and why it matters for business growth; Identi

Course Content

Foundations of Customer Experience & Retention
Module Purpose: Introduce learners to customer experience, retention, loyalty, and the business value of keeping customers satisfied over time. What Learners Will Explore: Learners will examine the key concepts, practical choices, youth scenarios, and real-life applications connected to this topic. Practical Application: This topic supports immediate use through reflection, planning, hands-on activities, guided exercises, and action-oriented learning.

  • What Is Customer Experience?
    07:51
  • Why Customer Retention Matters
    07:51
  • Customer Expectations and Service Promise
    07:51
  • Customer-Centered Business Mindset
    07:51
  • Putting It All Together
  • YSL-603-M1: Foundations of Customer Experience & Retention

Understanding the Customer Journey
Module Purpose: Help learners map customer interactions before, during, and after purchase to identify opportunities for better service and retention. What Learners Will Explore: Learners will examine the key concepts, practical choices, youth scenarios, and real-life applications connected to this topic. Practical Application: This topic supports immediate use through reflection, planning, hands-on activities, guided exercises, and action-oriented learning.

Service Quality, Feedback and Complaint Handling
Module Purpose: Equip learners to set service standards, collect feedback, handle complaints professionally, and improve service quality. What Learners Will Explore: Learners will examine the key concepts, practical choices, youth scenarios, and real-life applications connected to this topic. Practical Application: This topic supports immediate use through reflection, planning, hands-on activities, guided exercises, and action-oriented learning.

Building Loyalty, Repeat Sales and Referrals
Module Purpose: Help learners build stronger customer relationships, encourage repeat sales, create referral opportunities, and strengthen customer loyalty. What Learners Will Explore: Learners will examine the key concepts, practical choices, youth scenarios, and real-life applications connected to this topic. Practical Application: This topic supports immediate use through reflection, planning, hands-on activities, guided exercises, and action-oriented learning.

Customer Experience Improvement Plan
Module Purpose: Guide learners to measure customer experience, identify retention gaps, and create a practical plan for improving customer satisfaction and repeat business. What Learners Will Explore: Learners will examine the key concepts, practical choices, youth scenarios, and real-life applications connected to this topic. Practical Application: This topic supports immediate use through reflection, planning, hands-on activities, guided exercises, and action-oriented learning.

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