Customer insight and customer experience (5 cr)

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

Course material

Materiaalit Learnissa.

Study forms and methods

Lukujärjestyksen mukainen opetus.

RDI and work-related cooperation

Ei työelämäyhteistyötä.

Timing of exams and assignments

Opintojaksolla ei ole tenttiä.

Student workload

Opintojakson työmäärä on 5 opintopistettä, joka vastaa 135 tuntia itsenäisesti ja ryhmässä tehtävää työtä.

Course part description

Asiakasymmärrys, asiakaskokemus ja asiakaspalvelu.

Evaluation scale

1-5

Assessment methods and criteria

Opintojakson osa-alueiden mukaiset oppimistehtävät ja osaamisen osoittaminen niiden kautta.

Qualifications

Customer-oriented marketing (5 ECTS credits), or equivalent knowledge