Development of Customer Journey and Leading Customer Experience (5 cr)

Evaluation scale

H-5

Schedule

The course includes two remote teaching slots:

-Kick-off Monday 3.6. at 17.40-20.30, on Zoom. See Moodle for Zoom-link.
-Debrief Monday 12.8. at 17.40-20.30, on Zoom. See Moodle for Zoom-link.

Other than these, the course material can be studied independently, at your own pace, via recorded lectures on Moodle.

Implementation methods, demonstration and Work&Study

Depending on the implementation, learning takes place in contact lessons, as independent studies, teamwork and/or online-studies. The course includes the assessment of one’s own learning.

Recognition of prior learning (RPL)
If students have acquired the required competence in previous work tasks, recreational activities or on another course, they can show their competence via a demonstration. The demonstration must be agreed with the course teacher. More information and instructions for recognising and validating prior learning (RPL) are available at https://www.haaga-helia.fi/en/recognition-learning Look at "Instructions to students (master)"

Materials

Material provided by the lecturer at the start of the course.

Teaching methods and instruction

Flipped learning, independent learning, independent development project.

Working life connections

Real-life development project for a case company on customer experience, engagement and loyalty.

Exam dates and re-exam possibilities

The course has no exam.

Internationality

International case examples, international learning material.

Completion alternatives

For recognition of prior learning (RPL), check Haaga-Helia's official guidelines and get in touch with teacher aarni.tuomi@haaga-helia.fi directly:

https://www.haaga-helia.fi/en/career-planning/recognition-learning

Learning assignments

The course includes several individual assignments. The course also includes a short pre-assignment, given to students 2 weeks before the course officially starts.

Assessment methods

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.