SERVITIZATION AND CUSTOMER EXPERIENCE MANAGEMENT (2 Credits)
Learning Outcomes:
On successful completion of this course, student will be able to:
- Explain basic concepts of servitization and customer experience
- Apply concepts of servitization and customer experience in business
- Analyze issues and address problems in servitization and customer experience
Topics
- Customers
- Organizational Structure and Culture
- Case Study Presentation: Martha Tilaar
- Knowledge and Activities
- Competitors, Society and Finance
- Verbal Communication Skills
- Nonverbal Communication Skills
- Listening to the Customer
- Customer Service and Behavior
- Case Study Presentation: Starbucks
- Encouraging Customer Loyalty
- Servitization Summary
- Group Project Presentation
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