Dec 01, 2021  
2013 - 2014 Undergraduate Catalog 
2013 - 2014 Undergraduate Catalog [ARCHIVED CATALOG]

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.