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Customer insight and customer experience (5 cr)

Code: LT00DT58-3035

General information


Enrollment

06.11.2023 - 17.11.2023

Timing

08.01.2024 - 15.04.2024

Number of ECTS credits allocated

5 op

Mode of delivery

Contact teaching

Unit

Department of Business

Campus

Kouvola Campus

Teaching languages

  • Finnish

Seats

20 - 50

Degree programmes

  • Degree Programme in Business Management

Teachers

  • Harri Tuomola

Teacher in charge

Harri Tuomola

Groups

  • LTKV23SP1
    Business, full-time studies
  • 09.01.2024 08:30 - 11:15, Asiakasymmärrys ja asiakaskokemus LT00DT58-3035
  • 17.01.2024 12:30 - 15:15, Asiakasymmärrys ja asiakaskokemus LT00DT58-3035
  • 24.01.2024 13:30 - 16:15, Asiakasymmärrys ja asiakaskokemus LT00DT58-3035
  • 30.01.2024 08:15 - 11:00, Asiakasymmärrys ja asiakaskokemus LT00DT58-3035
  • 06.02.2024 08:15 - 11:00, Asiakasymmärrys ja asiakaskokemus LT00DT58-3035
  • 20.02.2024 08:15 - 11:00, Asiakasymmärrys ja asiakaskokemus LT00DT58-3035
  • 05.03.2024 08:15 - 11:00, Asiakasymmärrys ja asiakaskokemus LT00DT58-3035
  • 13.03.2024 13:00 - 15:45, Asiakasymmärrys ja asiakaskokemus LT00DT58-3035
  • 27.03.2024 11:30 - 14:00, Asiakasymmärrys ja asiakaskokemus LT00DT58-3035
  • 02.04.2024 08:15 - 10:45, Asiakasymmärrys ja asiakaskokemus LT00DT58-3035
  • 09.04.2024 11:30 - 14:15, Asiakasymmärrys ja asiakaskokemus LT00DT58-3035

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?

Opiskelumateriaali

Business project (5 ECTS credits)

Evaluation scale

1-5

Qualifications

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