Development of Customer Journey and Leading Customer Experience SAL4HM103-3001 07.09.2020-16.10.2020 5 (MASALE, ...)+-
Starting level and linkage with other courses
No prerequisites.
Contents
- Elements of customer experience
- Channels and efficient control of channels in a multichannel environment
- Control, analysis and measurement of customer data
- Utilisation of customer data in a multichannel environment
- Recognition and development of the customer journey
- Planning and development of customerships
- Customer encounters within different channels
- Chats and bots in the customer journey
- Analysis and utilisation of customer data
Assessment criteria
Assessment criteria - grade 1
The student understands which elements the customer experience consists of. The student recognises the relevance of customer data in the development of sales, the customer journey and customer experience. S/he knows how to develop customer relationships, the customer journey and customer experience via different channels. S/he can apply customer data in developing services and supply during the customer journey. The student knows some models and methods of value creation for the customer journey and understands how they can be utilised in the touch points of the customer journey and in the development of customer relationships during the different stages of the customership.
Assessment criteria - grade 3
The student knows and can evaluate the factors that have an effect on customer experience. S/he can analyse customer data to develop sales, the customer journey and customer experience via different channels. The student is able to develop services and supply for some of the touch points of the customer journey. The student knows different models and methods for creating value during the customer journey and can utilise them during the different touch points of the customer journey. S/he is able to plan and develop customer relationships during different stages of the customership.
Assessment criteria - grade 5
The student analyses the factors that have an effect on customer experience and utilises customer data to develop sales, the customer journey and customer experience. The student develops services and supply for all of the touch points of the customer journey. The student comprehensively understands different models and methods for creating value during the customer journey and utilises them during the different touch points of the customer journey. S/he comprehensively plans and develops customer relationships during different stages of customership.
Campus
Pasila Campus
Teaching language
English
Timing
07.09.2020 - 16.10.2020
Enrollment
15.06.2020 - 28.08.2020
Groups
MASALE
EXCH
Teachers
Aarni Tuomi
Seats
15 - 40
Degree Programme
ATBUM Degree Programme in Aviation and Tourism Business, LEBUM Degree Programme in Leading Business Transformation