Customer Experience DevelopmentLaajuus (5 cr)
Code: AL00CJ39
Credits
5 op
Teaching language
- English
Objective
The student is able to
- describe the customer experience framework
- search for reliable information about established procedures and tools, which can be used for customer experience management and development
- select appropriate procedures for the description and development of customer experience
Enrollment
20.11.2023 - 12.01.2024
Timing
15.01.2024 - 21.04.2024
Number of ECTS credits allocated
5 op
RDI portion
5 op
Mode of delivery
Contact teaching
Unit
Faculty of Business and Hospitality Management (LAB)
Campus
Lappeenranta Campus
Teaching languages
- English
Seats
20 - 50
Degree programmes
- Complementary competence and optional courses taught in English: Bachelors
Teachers
- Emmi Maijanen
- LAB_virtuaaliopettaja_LIITO_markkinointi Virtuaaliopettaja (LAB)
Scheduling groups
- Info 1 (Size: 0. Open UAS: 0.)
- Luennot 1 (Size: 0. Open UAS: 0.)
- Opintokäynti/ekskursio 1 (Size: 0. Open UAS: 0.)
- Seminaari 1 (Size: 0. Open UAS: 0.)
Groups
-
LLABTO23-24EComplementary competence (Bachelor's) 2023-2024, Faculty of Business and Hospitality Management
-
LLPREX24KH
-
LLPREX24KIB
Small groups
- Info 1
- Lectures 1
- Excursion 1
- Seminar 1
Learning outcomes
The student is able to
- describe the customer experience framework
- search for reliable information about established procedures and tools, which can be used for customer experience management and development
- select appropriate procedures for the description and development of customer experience
Implementation and methods of teaching
The course has lectures, an excursion with observation, UX testing in the UX Lab, writing an individual learning diary, and a final learning workshop.
Timing and attendance
Course starts on week 15.1., lectures in Jan & Feb, Excursions in March, and ending workshop in April.
Learning material and recommended literature
Material given by the teacher.
Working life cooperation
Real-life business case and a visitor in the lectures.
Learning environment
Campus, UX Lab and excursion.
Contents
Customer experience pyramid: action, emotion, and meaning, both offline- and online environment.
Concepts, case examples, framework, and tools.
B2B perspective and taking care of customer relationships.
Customer experience linked to marketing communication and sales.
Additional information for students: previous knowledge etc.
Customer relations and marketing -course.
The course is meant for 2nd and 3rd-year students, but also 1st-year students with working life experience or previous business studies can participate.
Assessment criteria
Learning diary
Customer experience analysis reports for a business partner (group) pass/fail.
Assessment scale
1-5