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Customer Experience Development (5 cr)

Code: AL00CJ39-3001

General information

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, Bachelor's

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

  • LLABTO23-24E
    Complementary 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