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Apr 25, 2024
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2017 - 2018 Undergraduate Catalog [ARCHIVED CATALOG]
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BUAD 447 - Customer Experience Management Fall or Spring (3) Hess Prerequisite(s): BUAD 311
To be competitive in today’s marketplace, service organizations must provide a quality experience for their customers. Customer experience management (CEM) is the process of strategically managing a customer’s entire experience with a company. Specifically, this course identifies the key dimensions on which customer perceptions of service excellence are based, and describes strategies for offering superior customer service. Students will gain a better understanding of how customers evaluate service firms; they will also have a “tool kit” of ideas, measures and techniques to help improve service excellence.
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