This course is part of the Customer Centricity with Professor Jagdish Sheth Specialization

Jagdish Sheth

Offered By

Customer Centricity with Professor Jagdish Sheth SpecializationUniversity System of Georgia

About this Course

With the digitization of information, most expertise is now available online with search engines such as Google. Therefore, experts for hire for certified occupations such as law, medicine, and accounting are likely to be automated and commodified. As a result, one has to transition from an expert for hire to a trusted advisor. This course, taught by Professor Jagdish Sheth, 2020 Padma Bhushan Award winner for Literature and Education, is based on interviews with more than 30 CEOs and chairmans of very large enterprises with the goal of identifying attributes of a trusted advisor. We highlight 7 specific attributes of great advisors including integrity, empathy, selfless independence, and big picture thinking. The best trusted advisors are those who have experienced adversity in their own lives.

Flexible deadlines

Reset deadlines in accordance to your schedule.

Shareable Certificate

Earn a Certificate upon completion

100% online

Start instantly and learn at your own schedule.

Coursera Labs

Includes hands on learning projects.

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Course 2 of 4 in the

Customer Centricity with Professor Jagdish Sheth Specialization

Beginner Level

At least three to five years of work experience and graduate degrees in business and psychology is recommended.

Approx. 7 hours to complete

English

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Skills you will gain

4. Understand the importance of selfless independence
3. Learn why not all experts are capable of becoming trusted advisors
2. Understand how a professional relationship is enhanced by a personal client relationship
1. Understand how to be a deep generalist
5. Understand why listening rather than telling is ultimately what matters for becoming a trusted advisor.

Flexible deadlines

Reset deadlines in accordance to your schedule.

Shareable Certificate

Earn a Certificate upon completion

100% online

Start instantly and learn at your own schedule.

Coursera Labs

Includes hands on learning projects.

Learn more about Coursera Labs

Course 2 of 4 in the

Customer Centricity with Professor Jagdish Sheth Specialization

Beginner Level

At least three to five years of work experience and graduate degrees in business and psychology is recommended.

Approx. 7 hours to complete

English

Could your company benefit from training employees on in-demand skills?

Try Coursera for Business

Instructor

Jagdish Sheth

415 Learners

7 Courses

Offered by

University System of Georgia

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Syllabus - What you will learn from this course

Week1

Week 1

3 hours to complete

How to Become a Trusted Advisor

3 hours to complete

20 videos (Total 63 min), 4 readings, 2 quizzes

20 videos

Course Intro25sHow to Become a Trusted Advisor - 015mHow to Become a Trusted Advisor - 022mHow to Become a Trusted Advisor - 033mHow to Become a Trusted Advisor - 043mHow to Become a Trusted Advisor - 053mHow to Become a Trusted Advisor - 064mHow to Become a Trusted Advisor - 074mHow to Become a Trusted Advisor - 085mHow to Become a Trusted Advisor - 091mHow to Become a Trusted Advisor - 102mHow to Become a Trusted Advisor - 114mHow to Become a Trusted Advisor - 121mHow to Become a Trusted Advisor - 131mHow to Become a Trusted Advisor - 144mHow to Become a Trusted Advisor - 152mHow to Become a Trusted Advisor - 162mHow to Become a Trusted Advisor - 172mHow to Become a Trusted Advisor - 181mHow to Become a Trusted Advisor - 194m

4 readings

About this course5mAbout the Assignments5mDiscussion Forum Guidleines10mDiscussion Forum Guidleines10m

2 practice exercises

Module 1 Practice Quiz30mModule 1 Summative Quiz30m

Week2

Week 2

4 hours to complete

How Companies Gain Competitive Advantage Through Customer Loyalty

The purpose of business is to create and retain customers. While we have significant knowledge about creating first time customers, we are still learning how to retain our existing customers. Companies gain cost, growth, and innovation advantages through customer loyalty. In service industries, customers remain loyal to the first company they use. Only disruptions in company policy, operations or mergers and acquisitions affect customers’ loyalty.

4 hours to complete

18 videos (Total 69 min), 1 reading, 3 quizzes

18 videos

Gaining Competitive Advantage Through Customer Loyalty - 013mGaining Competitive Advantage Through Customer Loyalty - 024mGaining Competitive Advantage Through Customer Loyalty - 033mGaining Competitive Advantage Through Customer Loyalty - 041mGaining Competitive Advantage Through Customer Loyalty - 052mGaining Competitive Advantage Through Customer Loyalty - 062mGaining Competitive Advantage Through Customer Loyalty - 073mGaining Competitive Advantage Through Customer Loyalty - 083mGaining Competitive Advantage Through Customer Loyalty - 094mGaining Competitive Advantage Through Customer Loyalty - 103mGaining Competitive Advantage Through Customer Loyalty - 113mGaining Competitive Advantage Through Customer Loyalty - 125mGaining Competitive Advantage Through Customer Loyalty - 133mGaining Competitive Advantage Through Customer Loyalty - 145mGaining Competitive Advantage Through Customer Loyalty - 155mGaining Competitive Advantage Through Customer Loyalty - 162mGaining Competitive Advantage Through Customer Loyalty - 174mGaining Competitive Advantage Through Customer Loyalty - 184m

1 reading

The Soul of a Great Professional10m

2 practice exercises

Module 2 Practice Quiz30mModule 2 Summative Quiz30m

About the Customer Centricity with Professor Jagdish Sheth Specialization

This is a master class in Customer Centricity. Professor Jagdish Sheth, 2020 Padma Bhushan Award winner for Literature and Education, guides you through proven strategies and practical steps for implementing customer centricity practices into your business. Professor Sheth shares wisdom and insight from decades of experience, years of research, and recommendations from multiple senior industry leaders to help grow your business and cut costs by keeping the customers you have by creating a customer centric culture.

Frequently Asked Questions

When will I have access to the lectures and assignments?
Access to lectures and assignments depends on your type of enrollment. If you take a course in audit mode, you will be able to see most course materials for free. To access graded assignments and to earn a Certificate, you will need to purchase the Certificate experience, during or after your audit. If you don't see the audit option:
The course may not offer an audit option. You can try a Free Trial instead, or apply for Financial Aid.
The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.
What will I get if I subscribe to this Specialization?
When you enroll in the course, you get access to all of the courses in the Specialization, and you earn a certificate when you complete the work. Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile. If you only want to read and view the course content, you can audit the course for free.
Is financial aid available?
Yes. In select learning programs, you can apply for financial aid or a scholarship if you can’t afford the enrollment fee. If fin aid or scholarship is available for your learning program selection, you’ll find a link to apply on the description page.

More questions? Visit the Learner Help Center.

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How to Become a Trusted Advisor with Jagdish Sheth

About this Course

Skills you will gain