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Google Digital Marketing & E-commerce Professional Certificate
1 - Assess for Success Marketing
01 Introduction to Course (2:18)
02 Welcome (0:42)
03 Media Plans and Performance Goals (2:32)
04 What is Media Planning (5:07)
05 Steps for Media Planning Instructions
06 Set Performance Goals (4:37)
07 Angela Make Data Analytics and Metrics Work Together for Performance (2:51)
08 Cost Related Performance Goals Instructions
09 Marketing Analytics Skills (3:19)
10 Introduction to Google Analytics (5:09)
11 Resources to Learn More about Google Analytics Instructions
12 Introduction to Google ads (3:12)
13 Resources to Learn More about Google ads Instructions
14 Other Tools For Marketing and Analytics Instructions
15 Tim Use Marketing Analytics Data (4:39)
16 Big Data For Marketing Analytics and Automation (3:07)
17 Prepare For a Cookie-Less Future in Advertising and E-Commerce Instructions
18 Wrap Up (1:26)
19 Glossary Terms from Week-1 Instructions
20 Welcome (1:34)
21 Get Started with Google Analytics Instructions
22 Global Site Tagging and Google Tag Manager Instructions
23 Work with Google Analytics Monitor Metrics (5:49)
24 Work with Google Analytics Create Explorations (4:22)
25 Variables and Tab Settings in Google Analytics Explorations Instructions
26 Work with Google Ads Metrics (2:59)
27 Get Started With Google Ads Instructions
28 Dashboards Scorecards and Reports in Google Ads Instructions
29 View and Apply Recommendations in Google Ads Instructions
30 Link Google Ads to Google Analytics (3:36)
31 Link Data for Better Insights Instructions
32 Export Google Ads and Google Analytics Data (2:48)
33 Cady What an Analysis of Metrics Can Tell You (3:14)
34 Wrap Up (1:39)
35 Glossary Terms from Week-2 Instructions
36 Welcome (1:32)
37 ROI and ROAS Calculations (4:25)
38 Determine the ROI of a Marketing Project Instructions
39 Introduction to AB Tests (4:00)
40 Perform AB Tests in Google Ads (3:42)
41 AB Test Ads Variations and Bidding Strategies in Google Ads Instructions
42 Other Tools for AB Testing Instructions
43 Monitor AB Test Results in Google Ads Instructions
44 Jordan Interpret AB Test Results (2:47)
45 Case Study How Good Boy Studios Improves Customer Acquisition with AB Tests and Instructions
46 Indicators of a Successful Marketing Campaign (4:15)
47 Wrap Up (1:24)
48 Glossary Terms from Week-3 Instructions
49 Welcome (2:21)
50 Work with Stakeholders (5:04)
51 Stakeholder Relationships Instructions
52 Prepare Data in Spreadsheets Sorting and Filtering (5:14)
53 Data Analysis in Spreadsheets Sort Filter and Compare Instructions
54 Prepare Data in Spreadsheets Pivot Tables (3:56)
55 Data Analysis in Spreadsheets Pivot Tables Instructions
56 Create Data Visualizations in Spreadsheets (5:06)
57 Data Visualization in Spreadsheets Charts Instructions
58 Other Tools for Data Analytics and Visualization (4:10)
59 Create Effective Presentations (3:11)
60 Best Practices for Presenting Data Instructions
61 Activity Exemplar Present Data Insights to Stakeholders Instructions
62 Activity Exemplar Present Data Insights to Stakeholders Activity Exemplar Presentation
63 Evaluate and Improve Presentations Instructions
64 Wrap Up (1:33)
65 Glossary Terms from week-4 Instructions
66 Course Wrap Up (1:29)
67 Course 5 Glossary Course 5 Glossary
68 Course 5 Glossary Instructions
69 Get Started on Course 6 Instructions
2 - Attract and Engage Customers
01 Introduction to Course (4:20)
02 Welcome (1:38)
03 Customer Personas for your Target Audience (4:05)
04 How to Create a Customer Persona (6:33)
05 Learn to Create Customer Personas Instructions
06 Introduction to the Marketing Funnel and Its Benefits (3:32)
07 Awareness Strategies to Get Customers Introduced to a Brand (5:30)
08 How a Business Creates Awareness for Their Products instructions
09 Case Study Okabashi uses Marketing Strategies to Attract Customers and Build Instructions
10 Consideration Strategies to Build Interest in your Product or Service (3:59)
11 How a Marketer Increases Consideration for a Business Instructions
12 Conversion Strategies to Increase the Conversion Rate on a Website (6:53)
13 How a Marketer Increases the Conversion Rate of an E-Commerce Website Instructions
14 Loyalty Strategies to Increase the Loyalty of Customers after a Purchase (4:22)
15 How a Marketer Increases the Loyalty of Customers Post Purchase Instructions
16 Warp Up (1:48)
17 Glossary Terms from Week-1 Instructions
18 Welcome (2:35)
19 How Does the Google Search Engine Work (5:33)
20 How Google Determines Website Rankings (5:59)
21 Breakdown of the Google Search Engine Results Pages SERPs (3:37)
22 Other Popular Search Engines Instructions
23 Jake the Purpose and Process of Search Algorithms (3:17)
22 What Is SEO and Why Is It Important (5:19)
23 First Steps before Implementing SEO (4:36)
24 Beginner SEO Terms Instructions
25 Keyword Research and Recommendations (3:42)
26 Daniel Steps and Tips A Beginner Digital Marketer Should Take To Optimize A (4:16)
27 Organize Your Websites Pages Website Structure and Navigation (6:12)
28 Site Hierarchy Best Practices Instructions
29 Wrap Up (1:46)
30 Glossary Terms from Week-2 Instructions
31 Welcome (1:34)
32 Optimize a Websites Content (4:07)
33 Best Practices for Links and Promoting a Website Instructions
34 Optimize Images for a Website (5:01)
35 Make Your Website Mobile Friendly Instructions
36 Craft Effective Titles and Meta Descriptions (5:08)
37 Control Title Links and Snippets Instructions
38 Create Structured Data Markup (4:47)
39 Establish Your Business Details on Google Instructions
40 Introduction to Google Search Console (4:39)
41 Google Search Console Reports and Metrics (4:00)
42 Learn More about Google Search Console Instructions
43 More Tools and Reports in Google Search Console Instructions
44 Bing Webmaster Tools Instructions
45 Wrap Up (1:42)
46 Glossary Terms from Week-3 Instructions
47 Welcome (2:47)
48 Understand the Benefits of SEM (6:48)
49 Common SEM Terms Instructions
50 Common SEM Ad Formats In Google Ads (4:05)
51 Google Ads Bid Strategies Instructions
52 Ginny SEM and How to Attract Customers (3:58)
53 How Google Ads Works (6:41)
54 Case Study How Studleys Flower Gardens Uses Google Ads to Grow Their Business Instructions
55 Identify Keywords and Understand the Ad Auction (5:47)
56 Best Practices When Creating a Google Ad in Search (4:47)
57 Google Ads Account Structure and Organization Explanation Instructions
58 Creating a Google Ad Instructions
59 Introduction to Display Advertising (4:53)
60 How to Optimize a Responsive Display Ad for your Goals (4:35)
61 Advertise on YouTube Instructions
62 How to Create a Responsive Display Ad Instructions
63 Wrap Up (2:09)
64 Glossary Terms from Week-4 Instructions
65 Course Wrap Up (3:00)
66 Course-2 Glossary Instructions
67 Course-2 Glossary Course-2 Glossary
68 Get Started on Course-3 Instructions
3 - Foundations of Digital Marketing
01 Welcome to the Google Digital Marketing E-Commerce Certificate (7:38)
02 Introduction to Course 1 (1:31)
03 Digital Marketing E-Commerce Certificate Glossary Digital Marketing E-Commerce Certificate Glossary
04 What are Digital Marketing and E-Commerce (4:33)
05 What do Digital Marketing and E-Commerce Specialists do (3:22)
06 Transferable Skills for Digital Marketing and E-Commerce (5:02)
07 Prisha My Path to Working in Digital Marketing (4:09)
08 Core Skills of Digital Marketing and E-Commerce Specialists Instructions
09 Andrew My Path to Working in Digital Marketing and E-Commerce (3:59)
10 Launching your Digital Marketing or E-Commerce Career (4:39)
11 Agency Roles Vs in House Roles (2:53)
12 Roles and Responsibilities in Digital Marketing and E-Commerce Instructions
13 Zuri a Day in the Life of an Entry Level Digital Marketer (3:28)
14 A Day in the Life of an Entry Level E-Commerce Account Manager (3:50)
15 E-Commerce Ecommerce or Ecommerce Instructions
16 Wrap Up (1:30)
17 Glossary Terms from Week-1 Instructions
18 Welcome (1:10)
19 How Digital Marketing and E-Commerce Create Value (3:39)
20 Advantages and Challenges of Digital Marketing Instructions
21 Jen Diversity in Digital Marketing (4:11)
22 Inclusive Marketing Instructions
23 Janice Inclusive Marketing (2:25)
24 Xiomara Inclusive Marketing (4:35)
25 The Customer Journey and Journey Maps (4:35)
26 What Is a Touchpoint Instructions
27 The Marketing Funnel (5:14)
28 The Traditional Marketing Funnel to the Digital Marketing Funnel Instructions
29 The Top of the Funnel Awareness and Consideration (4:28)
30 Case Study How Mersea Structures Its Marketing Funnel Instructions
31 Measuring Success at the Top of the Funnel (4:58)
32 The Bottom of the Funnel Conversion and Loyalty (3:46)
33 Measuring Success at the Bottom of the Funnel (3:12)
34 The Future of E-Commerce Instructions
35 Wrap Up (1:29)
36 Glossary Terms from Week-2 Instructions
37 Welcome (1:40)
38 The Value of Brands for Digital Marketing (3:28)
39 Brand Safety Instructions
40 The Elements of a Digital Marketing Strategy (4:32)
41 Find Your Audience and Understand Your Customers Instructions
42 Define Your Marketing Goals (4:43)
43 How to Set Smart Goals Instructions
44 Paid Owned and Earned Media (4:30)
45 Attract Customers with Search Engine Optimization (4:25)
46 Reach Customers with Search Engine Marketing (4:27)
47 Display Advertising Instructions
48 Introduction to Social Media and Email Marketing (1:59)
49 Social Media Marketing Basics (5:45)
50 Choose the Right Platforms for Your Target Audience Instructions
51 Build Relationships with Email Marketing (3:46)
52 Types of Email Campaigns Instructions
53 Wrap Up (1:31)
54 Glossary Terms from Week-3 Instructions
01_welcome-to-week-4 (1:55)
56 Measure Progress with Performance Marketing (3:35)
57 Common Metrics for Success Instructions
58 Working With Data (4:00)
59 Data Ethics Instructions
60 Attribution Models for Digital Marketing (4:54)
61 Data Storytelling Basics (4:45)
62 Story Structure Instructions
63 Prepare for your Job Search (1:45)
64 How to Find Job Opportunities Instructions
65 Elle Build Confidence (4:27)
66 Wrap Up (0:59)
67 Glossary terms from Week 4 Instructions
68 Congrats what’s Coming in Course 2 (1:54)
69 Course 1 Glossary Course 1 Glossary
70 Course 1 Glossary Instructions
71 Get Started on Course 2 Instructions
4 - From Likes to Leads
01 Introduction to Course (2:39)
02 Welcome (1:25)
03 The Benefits of Social Media Marketing (4:46)
04 The Five Core Pillars of Social Media Marketing (6:57)
05 Earned Owned and Paid Social Media (4:21)
06 The Social Media Marketing Funnel (5:41)
07 Wrap Up (1:45)
08 Glossary Terms from Week-1 Instructions
09 Welcome (1:05)
10 Define the Goals of Your Social Media Strategy (5:06)
11 Identify your Social Media Target Audience (4:23)
12 Popular Social Media Platforms Instructions
13 Choose Social Media Platforms for your Campaign (4:40)
14 Build your Brand Identity on Social Media Instructions
15 Types of Content on Social Media (5:45)
16 Anna Use Earned Owned and Paid Media in Social Media Marketing Campaigns (4:00)
17 How to Acquire Earned Media Instructions
18 Case Study How Name Glo Acquires Earned Media Instructions
19 Determine the Frequency and Timing of Posts (5:08)
20 Real Time Marketing Instructions
21 Use a Social Media Calendar (4:28)
22 Create a Social Media Calendar Instructions
23 Create a Social Media Calendar Template Social Media Calendar
24 Social Media Management Tools Instructions
25 Wrap Up (1:54)
26 Glossary Terms from Week-2 Instructions
27 Welcome (1:52)
28 The Importance of Social Listening (4:21)
29 Social Listening Strategies (5:00)
30 Case Study How Eatmoverest Improves Content with Social Listening Instructions
31 Popular Social Listening Tools Instructions
32 Social Media Engagement (5:22)
33 Respond to Social Media Users Instructions
34 Camille Respond to Social Media Comments (4:15)
35 Increase your Followers on Twitter (5:00)
36 Influencer Marketing Instructions
37 Social Marketing on Mobile Instructions
38 Write for Social Media (4:50)
39 Develop your Brand Voice on Social Media (5:24)
40 Case Study How Blk Bold Found Its Brand Voice Instruction
41 Design Engaging Content for Social Media Creativecloud
42 Design Engaging Content for Social Media Features En US
43 Design Engaging Content for Social Media Illustrator
44 Design Engaging Content for Social Media Index
45 Design Engaging Content for Social Media Instructions
46 Design Engaging Content for Social Media Overview En US
47 Design Engaging Content for Social Media Photoshop Elements
48 Design Engaging Content for Social Media Photoshop Lightroom
49 Design Engaging Content for Social Media Photoshop
50 Design Engaging Content for Social Media Premiere
51 Make Social Media Posts Accessible Instructions
52 What Is Canva Instructions
53 Repurpose Content on Social Media (4:51)
54 Catherine Engage a Social Media Audience through Storytelling (3:31)
55 Wrap Up (2:08)
56 Glossary Terms from Week-3 Instructions
57 Welcome (1:50)
58 Understand Social Media Analytics (4:47)
59 Metrics to Track With Social Media Analytics (5:38)
60 Popular Social Media Analytics Tools Instructions
61 Social Testing Instructions
62 Use Social Media Data to Drive Marketing Strategy (4:02)
63 Jon How Data and Social Media Analytics Informs Decision-Making and Strategy (2:11)
64 Understand Social Media Reports (5:48)
65 Social Media Reports Instructions
66 Present a Social Media Report (4:25)
67 Wrap Up (2:27)
68 Glossary Terms from Week-4 Instructions
69 Welcome (1:12)
70 Benefits of Paid Social Media (3:55)
71 Integrate Paid Social Media into your Strategy (4:15)
72 Develop a Paid Social Media Strategy (5:25)
73 Ad Formats on Social Media Instructions
74 Ad Formats on Social Media Formats
75 Choose Social Media Platforms for Your Ads Instructions
76 Remarketing on Social Media (4:43)
77 Create an Effective Call to Action in Your Social Ad Instructions
78 Components of a Paid Social Media Budget (3:46)
79 The Cost of Advertising on Social Media (4:00)
80 Social Media Ad Bidding Instructions
81 Sabrina Conflict Resolution and Responding to Criticism (4:05)
82 Wrap Up (2:25)
83 Glossary Terms from Week-5 Instructions
84 Course Wrap Up (3:11)
85 Course 3 Glossary Instructions
86 Get Started on Course 4 Instructions
5 - Make the Sale Build, Launch, and Manage E-commerce Stores
01 Introduction to Course (4:09)
02 Welcome (0:43)
03 What is E-Commerce (2:56)
04 The Benefits of Selling Online (5:39)
05 Henry My Career Path into E-Commerce (3:51)
06 Get to Know the Basics of E-Commerce (4:50)
07 Learn More about the Basics of E-Commerce Index
08 Learn More about the Basics of E-Commerce Instructions
09 Jaylin the Role of an Entry Level E-Commerce Specialist at A Big Company And A (3:15)
10 Essential E-Commerce Strategies Instructions
11 Market Research (4:28)
12 Get Started with Market Research Instructions
13 Identify your Target Audience (2:49)
14 Learn More about Identifying your Target Audience Instructions
15 How to Do Product Research (7:44)
16 Product Sourcing (2:52)
17 Researching and Sourcing Products Instructions
18 Branding in E-Commerce (4:52)
19 Wrap Up (1:54)
20 Glossary Terms from Week 1 Instructions
21 Welcome (2:18)
22 Overview of E-Commerce Stores (5:48)
23 How an E-Commerce Store Works Instructions
24 E-commerce Platforms (6:34)
25 E-Commerce Platforms and Domains Instructions
26 Introduction to Shopify (1:46)
27 Learn More About Shopify Instructions
28 Introduction to Building an E-Commerce Store (1:01)
29 Add Products to a Shopify Store (4:56)
30 Create a Product Detail Page Instructions
31 Finish Setting Up a Shopify Store (4:59)
32 Learn More about Working in Shopify Instructions
33 Set up your Google Merchant Center Account and Link It to Shopify (1:54)
34 Add Google and Other Shopping Channels In Shopify (2:08)
35 List Products on Multiple Shopping Channels Instructions
36 Wrap Up (1:43)
37 Glossary Terms from Week-2 Instructions
38 Welcome (1:24)
39 Advertise Online (5:24)
40 Platforms for E-Commerce Ads Instructions
41 Advertise with Google Ads Campaigns (6:56)
42 Understand Smart Campaigns (4:04)
43 Prepare a Google Shopping Campaign Instructions
44 Create a Smart Shopping Campaign (1:59)
45 Disapprovals in Google Ads Instructions
46 Explore Seasonality in E-Commerce (6:44)
47 Use Google Ads to Plan for Seasonality (5:52)
48 Marketing for Special Events and Holidays Instructions
49 Optimize your E-Commerce Marketing Strategies (5:24)
50 Plan for Seasonal Events Instructions
51 Seasonal Budgeting and Bidding Instructions
52 Wrap Up (1:09)
53 Glossary Terms from Week-3 Instructions
54 Welcome (1:12)
55 Create an Engaging Online Experience for Customers (4:23)
56 Responsive and Mobile First Design for E-Commerce Stores Instructions
57 Tips for Increasing Customer Engagement Instructions
58 Case Study How T W Tote Designed Their Website to Engage With Customers Instructions
59 Introduction to the Checkout Process (4:20)
60 Common Reasons for Cart Abandonment (3:04)
61 Tips for Reducing Cart Abandonment Instructions
62 Get Products to Customers (3:53)
63 Wrap Up (0:54)
64 Glossary Terms from Week-4 Instructions
65 Course Wrap Up (1:22)
66 Course 6 Glossary Course 6 Glossary
67 Course 6 Glossary Instructions
68 Get Started on Course 7 Instructions
6 - Satisfaction Guaranteed
01 Introduction to Course (1:48)
02 Welcome (0:39)
03 Introduction to Customer Loyalty (4:36)
04 Rewards Programs (6:46)
05 Dynamic Remarketing (2:14)
06 Case Study How Wayfair Uses Email Marketing for Personalization Instructions
07 Post Purchase Follow Up Methods (5:09)
08 Survey Customers and Ask Effective Questions (5:32)
09 How to Provide Excellent Customer Service (6:09)
10 Measure Customer Satisfaction Instructions
11 Wrap Up (0:37)
12 Glossary Terms from Week-1 Instructions
13 Welcome (1:21)
14 Analyze Data to Measure E-Commerce Success (5:47)
15 William the Power of Data (2:06)
16 Shopify Analytics and Reports (2:49)
17 How to Use Shopify Analytics Instructions
18 Analytics Tools Used in E-Commerce Instructions
19 Monitor Growth and Revenue for an E-Commerce Store (5:21)
20 Key Metrics for Monitoring an E-Commerce Stores Performance Instructions
21 Use Data to Improve the Performance of an E-Commerce Store (4:18)
22 Conversion Rate Optimization Instructions
23 Understand Visitor Behavior with Heat Maps Instructions
24 Evaluate Product Performance (5:28)
25 Key Metrics for Product Performance Instructions
26 Optimize Product Offerings Based on Data Instructions
27 Wrap Up (1:01)
28 Glossary Terms from Week-2 Instructions
29 Welcome (0:59)
30 Project Introduction (0:35)
31 End of Course Project Overview Instructions
32 Case Study How Shearshare Recovered from Unsuccessful Ads Instructions
33 Resources for the Workplace Instructions
34 Tips to Prepare a Portfolio for Job Applications (5:27)
35 Create a Professional Portfolio Using Google Sites Instructions
36 Finding Your Path and Perfect Role Instructions
37 Create a Resume (3:24)
38 Rahul Resume Tips (2:59)
39 Add Relevant Skills to Your Resume Instructions
40 Isela Tips for Creating a Cover Letter (3:30)
41 Introduction to the Interview Process (3:54)
42 Continue Learning about the Interview Process Instructions
43 Get to Know your Interviewer (4:06)
44 Prepare for Interviews at Different Types of Companies Instructions
45 Build Rapport with Interviewers (4:12)
46 Use Star Method to Answer Interview Questions (3:15)
47 Ask the Interviewer Questions Instructions
48 Laura Interview Tips (4:22)
49 Prepare for Interviews with Interview Warmup Instructions
50 Develop an Elevator Pitch (3:05)
51 Learn More about Developing an Elevator Pitch Instructions
52 Learn Tips for Interviewing Remotely Instructions
53 Nami Job Interview Guidance (4:00)
54 Jesse Overcome Imposter Syndrome when Preparing for Interviews (5:04)
55 Wrap Up (0:29)
56 Glossary Terms from Week 3 Instructions
57 Course Wrap Up (0:54)
58 Course 7 Glossary Course 7 Glossary
59 Course 7 Glossary Instructions
60 Congratulations on Completing the Digital Certificate (0:39)
61 Showcase your Work Instructions
62 Showcase your Work Overview
63 Claim Your Certificate Badge Instructions
64 Digital Marketing E-Commerce Certificate Glossary Instructions
65 Digital Marketing E-Commerce Certificate Glossary
66 Exploring Professional Opportunities
67 Explore Google Play Academy Instructions
68 Recap of the Certificate Program (3:38)
7 - Think Outside
01 Introduction to Course
02 Welcome (1:46)
03 What is Email Marketing (4:31)
04 Taylor Entry Level Email Marketing Jobs and Tasks (3:10)
05 Conduct Pestle and SWOT Audits (6:40)
06 Learn More about Conducting Pestle and SWOT Audits Instructions
07 Set Smart Goals (5:43)
08 Create an Email Marketing Strategy Instructions
09 The Dos and Don'ts of Email Marketing (4:20)
10 Ethical Email Language Instructions
11 Wrap Up (1:45)
12 Glossary Terms from Week-1 Instructions
13 Welcome (1:25)
14 Types of Email Marketing Acquisition Emails (4:00)
15 Types of Email Marketing Welcome Emails (3:36)
16 Types of Email Marketing Newsletters (5:17)
17 Craft Catchy Newsletter Copy Instructions
18 Types of Email Marketing Promotional Emails (3:51)
19 Types of Email Marketing Retention Emails (4:58)
20 Create Accessible Emails Instructions
21 Spamming when not to Send Emails Instructions
22 Wrap Up (1:30)
23 Glossary Terms from Week-2 Instructions
24 Welcome (1:36)
25 Build your Mailing List (6:30)
26 Segment your Mailing List (5:21)
27 Segment Lists Using Constant Contact Instructions
28 Write Effective Emails (4:39)
29 More Tips on Writing Effective Emails Instructions
30 Helpful Tools for Effective Email Marketing (2:23)
31 How to Choose an Email Marketing Tool (2:35)
32 Send Emails in HubSpot Instructions
33 Send Emails in Mailchimp Instructions
34 Mistakes in Email Marketing (5:19)
35 How to Fix Email Marketing Mistakes Instructions
36 Wrap Up (1:46)
37 Glossary Terms from Week-3 Instructions
38 Welcome (1:24)
39 Useful Concepts in Email Marketing Results (4:31)
40 Use Metrics in Email Marketing Instructions
41 Common Email Marketing Metrics (3:03)
42 Common Email Marketing Metrics Part 2 (3:08)
43 Common Email Marketing Metrics Part 3 (3:26)
44 Learn More about Common Email Marketing Metrics Instructions
45 Create an Email Marketing Report (3:40)
46 Karan Tips for Presenting to Stakeholders (4:12)
47 Tips on Presenting Instructions
48 Wrap Up (1:22)
49 Glossary Terms from Week-4 Instructions
50 Welcome (0:43)
51 Set the Scene for Your Email Marketing Campaign (2:08)
52 Prepare To Complete an Email Marketing Campaign Instructions
53 How Did Segmentation Go Instructions
54 Revisiting Presentations Instructions
55 Wrap Up (1:12)
56 Glossary Terms from Week-5 Instructions
57 Course Wrap Up (1:25)
58 Course 4 Glossary Instructions
59 Course 4 Glossary Course 4 Glossary
60 Get Started on Course 5 Instructions
09 How to Provide Excellent Customer Service
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