Leading With Behavioral Science: Creating Breakthrough Customer Experiences

Increase customer value and build brand loyalty

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Course Dates


February 1, 2023

Course Duration


6 weeks, online
4–6 hours per week

Course Fee
Course Fee

For Your Team

Enroll your team and learn with your peers

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Team-Based Learning Options

  • Enroll as a team or group and learn with your peers

  • Receive support and services

  • Inquire about special team/group pricing


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The Customer Science Advantage

Exceptional customer experience can set an organization apart—it can increase brand loyalty and drive long-term success.

By learning how customers think and behave, you can ensure that your customer interactions are meaningful and productive. Consider the following facts:


More than 40% of consumers encountered difficulties due to out-of-stock products (43%) or delivery times (42%) when shopping online.

Source: PwC


Consumers are changing their purchase behaviors to navigate these issues: 40% report comparison shopping online, 37% are switching to online purchases, and 37% are shopping with multiple retailers to meet their needs.

Source: PwC


Agility is critical. More than half of retail (58%) and consumer products (55%) executives are focused on becoming agile to improve their responses to changes in demand.

Source: IBM

So, how do organizations make sense of the forces that drive the customer decision journey—and leverage them to create value?

The Leading With Behavioral Science: Creating Breakthrough Customer Experiences program from Kellogg Executive Education guides you through a unique curriculum that prepares you to apply customer science insights together with traditional marketing strategies to maximize customer value at every stage of the customer decision journey.

Key Takeaways

In this six-week program, you will have the opportunity to:

  • Apply customer science insights to discover what motivates your customers, and use your findings to create a more engaging customer experience
  • Master strategies for increasing customer value at each stage of the customer experience map in order to achieve and maintain an advantage in the market
  • Use a customer experience canvas to make data-driven decisions about your products and services that will improve customer experience and drive brand loyalty

Learn from the best
Kellogg’s MBA program is consistently ranked #1
in marketing by U.S. News & World Report.

Program Experience

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Live Webinars With Faculty

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Self-Paced Video Lectures

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Knowledge Checks

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Frameworks for Decision Making

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Assignments With Personalized Feedback From Program Leaders

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Real-World Case Studies and Industry Examples

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Interactive Learning and Immersive Discussions

Program Curriculum

Following a progression of six weekly modules, you will learn how to weave customer science into traditional marketing strategies, yielding critical insights you can use to create optimal customer experiences that ultimately drive value and create enduring customer relationships.

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Industry Examples

Take an in-depth look at how a few world-class brands have leveraged behavioral insights to transform their customer experience and gain an edge on the competition.

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Program Faculty

Profile picture of program faculty, Professor Alexander Chernev

Alexander Chernev

Professor of Marketing

Dr. Chernev teaches marketing management, marketing strategy, product management, and behavioral decision theory in MBA, PhD, and executive education programs. He is the recipient of numerous teaching awards, including the Top Professor Award from the Kellogg Executive MBA Program, which he has received fourteen times... More info


Example image of certificate that will be awarded upon successful completion of the programme


Upon successful completion of the program, Kellogg Executive Education grants a verified digital certificate of completion to participants. This program is graded as pass or fail; participants must receive 80 percent to pass and obtain the certificate of completion.

Schedule a call with one of our Academic Advisors

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Note: This online certificate program does not grant academic credit or a degree from Kellogg School of Management. After successful completion of the program, your verified digital certificate will be emailed to you in the name you used when registering for the program. All certificate images are for illustrative purposes only and may be subject to change at the discretion of Kellogg Executive Education.

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Early registrations are encouraged. Seats fill up quickly!