Customer insight and customer experience (5 cr)
Code: LT00DT58-3010
General information
Enrollment
12.04.2021 - 25.04.2021
Timing
30.08.2021 - 31.12.2021
Number of ECTS credits allocated
5 op
Virtual portion
3 op
Mode of delivery
40 % Contact teaching, 60 % Distance learning
Campus
Kouvola Campus
Teaching languages
- Finnish
Seats
20 - 70
Degree programmes
- Degree Programme in Business Management
Teachers
- Sara Czabai-Leppänen
- Johanna Harju
Teacher in charge
Johanna Harju
Groups
-
LTKV21KMBusiness, part-time studies
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 scale
1-5
Qualifications
Customer-oriented marketing (5 ECTS credits), or equivalent knowledge