Hospitality & Tourism Managmnt 386 - Customer Experience Management

Customer experience management is the process of strategically managing a customer?s entire experience with a product, service, and company. Throughout the course, students will investigate the importance of establishing the unique brand experience by examining the experience for different brands, establishing service benchmarks, and determining the key principles of quality and satisfaction. Students will evaluate how to design the brand experience including analyzing the physical and social servicescape and evaluating the critical touchpoints throughout the customer experience journey. Lastly, the course examines the effects of customer psychology, emotions, social styles, and body language and how these affect customer behavior such as complaints, service recovery, loyalty, return intention, and word-of-mouth.

This course is open to Senior, Junior, & Sophomore Isenberg School of Management majors only.