Customer insight and customer experience (5 cr)
Code: LT00DT58-3001
General information
- Enrollment
- 15.08.2020 - 04.09.2020
- Registration for the implementation has ended.
- Timing
- 31.08.2020 - 07.12.2020
- Implementation has ended.
- Number of ECTS credits allocated
- 5 cr
- Local portion
- 2 cr
- Virtual portion
- 3 cr
- Mode of delivery
- Blended learning
- Unit
- Liiketalouden koulutusyksikkö, Kouvola (vanhennettu)
- Campus
- Kouvola Campus
- Teaching languages
- Finnish
- Seats
- 20 - 60
- Degree programmes
- Degree Programme in Business Management
- Teachers
- Katariina Palmu
- Teacher in charge
- Katariina Palmu
- Groups
-
LTKV20KMBusiness, part-time studies
- Course
- LT00DT58
Objective
You are able to describe a company’s customer related processes and define what factors contribute to good customer service. You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups. You are able to define and identify factors affecting customer experience as a whole. You are able to search for and analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight into it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Evaluation
Students can
a.use professional vocabulary systematically
b.look for information in the key information sources of the field
d. work together with customers, users and target groups
Evaluation scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge