BUS 388 - Customer Experience Management

Unit(s): 4

The consistent delivery of exceptional customer experiences is critical to the success of a service enterprise. The focus of this course is on the theories, systems, and industry practices that must be executed in order to drive customer loyalty and profitability. Concepts covered in this course include the service-profit chain, cycle of capability, management triangle, service process design, service quality measurement, and the cutomer feedback loop. Students will develop an understanding of the systems and strategies that must be in place to ensure a customer-centered organizational culture is established, which is critical to business success.

Prerequisite: BUS 202
School of Management