Managing the Total Customer Experience (MTCE)

There is a saying – the customer is king.  While always true, sweeping changes in the digital era offer new means of connecting with customers and delivering/facilitating service thus turning this popular wisdom on its head.  Newer and more extensive means of communication are transforming the way companies interact with their customers.

Now, more than ever, it’s critical to manage these multiple touch points to provide a seamless, interactive experience.  This course provides the strategy and framework necessary to effectively manage, build and sustain a brand. Participants get an overview of the various communication channels: online, digital, direct, brick and mortar, advertising and customer service, while simultaneously seeing how effective operational execution and strategic talent development supports a seamless customer experience that enhances the bottom line.

Project Coaching

Instructors from the course will coach participants regarding development of their project. Individual project coaches are selected based on their specific project and industry needs.

Program Information

Who Should Attend:

Executives and Emerging Leaders.  from cross-functional departments are encouraged to enroll as 2, 3 or 4 person teams. Teams will have deliverables at each of sessions 2, 3, 4 and 5 with final presentations to be made in session 6. 
Coaches will have mandatory ½ hour status phone call with teams in off weeks between sessions. 

Senior Leaders along with Supervisors and Individual Contributors in both industry and health services who are responsible for customer facing and behind the scenes activities which contribute to the entire customer experience. C-suite executives are welcome but are not the primary audience for this program.
Download Program Outline


  • Fall 2013 Dates
  • Sept. 22-26
  • December 8-10



Base Rate:
Two-person Team: $16,000.00

 Early Registration Discount:
5% off per enrolled registrant
registered before July 19th

Multiple Team Member Discount:

5% off per enrolled registrant for teams of 3 or more

Potential for 15% total savings.  Fisher IMS Partners are eligible for an additional 5% savings.


Ken Boyer
Steffanie Wilk
Shashi Matta

Rebecca Walker Reczek
Tim Laester

Continuing Education Credits:

CEU (Continuing Education Unit)
CPE (Ohio CPA)



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Program Participants Will Learn

  • Use integrated cross-channel communication to connect with consumers.
  • Design touch points that encourage brand interaction and create a personal connection.
  • Understand the differences between Customer Experience Management (CEM) and Customer Relationship Management (CRM), and implement these tools.
  • Plan a complete service package, from conceptualization to production to delivery, with the ultimate goal of pleasing customers.


Stefanie Freeman
Program Manager
Phone: 614.247.8088
Fax: 614.292.6644
Fisher College of Business
Executive Education
110 Pfahl Hall
280 W. Woodruff Ave.
Columbus, OH 43210-1144

More Information