Section 1 : Listening is the Beginning of Understanding

Lecture 1 Introduction- Stop, Look, and Listen
Lecture 2 Four Spinning Plates 2:57
Lecture 3 Why Listen to Your Customers-
Lecture 4 Case Study- Netflix
Lecture 5 The Customer Engagement Pyramid
Lecture 6 Case Study- Sherwin Williams 5:21

Section 2 : Understanding Comes Through Insight

Lecture 7 Customer Insight 4:46
Lecture 8 Customer Mining 5:14
Lecture 9 Big Insight 2:46
Lecture 10 Case Study- Chateauform' 4:44
Lecture 11 Creating Propositions 4:51

Section 3 : Turning Insight into Action

Lecture 12 Case Study- Andre Rieu