School/Faculty/Institute | Faculty of Economics, Administrative and Social Sciences | ||||||
Course Code | MGMT 342 | ||||||
Course Title in English | Customer Experience Management | ||||||
Course Title in Turkish | Müşteri Deneyimi Yönetimi | ||||||
Language of Instruction | EN | ||||||
Type of Course | Flipped Classroom | ||||||
Level of Course | Intermediate | ||||||
Semester | Fall | ||||||
Contact Hours per Week |
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Estimated Student Workload | 133 hours per semester | ||||||
Number of Credits | 5 ECTS | ||||||
Grading Mode | Standard Letter Grade | ||||||
Pre-requisites | None | ||||||
Expected Prior Knowledge | None | ||||||
Co-requisites | None | ||||||
Registration Restrictions | Only Undergraduate Students | ||||||
Overall Educational Objective | To understand the fundamentals of customer experience management, learn how organizations use customer experience as a competitive advantage and gain ability to design an experience with using customer experience methodologies and tools. | ||||||
Course Description | The goal of the course is to make students learn the customer experience management, especially on the practical side. The students will explore the customer experience management framework, consumer research methods, creating customer centric culture, measurement of customer experience and experience design fundamentals. | ||||||
Course Description in Turkish | Bu dersin amacı, öğrencilerin özellikle uygulama tarafıyla müşteri deneyimi yönetimini öğrenmelerini sağlamaktır. Öğrenciler müşteri deneyimi yönetimi çerçevesini, müşteri araştırma yöntemlerini, müşteri odaklı kültür yaratma aksiyonlarını, müşteri deneyimi ölçümünü ve deneyim tasarımı adımlarını keşfedeceklerdir. |
Course Learning Outcomes and CompetencesUpon successful completion of the course, the learner is expected to be able to:1) Gain a customer experience mindset 2) Listen to the voice of the customer and create insights based on the listenings 3) Design a customer journey map and map improvement areas 4) Develop customer centric culture projects 5) Lead complaint management process 6) Make data analysis for improving customer experiences 7) Know what is customer touchpoints and how to manage them |
Program Learning Outcomes/Course Learning Outcomes | 1 | 2 | 3 | 4 | 5 | 6 | 7 |
---|---|---|---|---|---|---|---|
1) Thorough knowledge of the major concepts, theoretical perspectives, empirical findings, and historical trends in psychology. | |||||||
2) Understanding of and ability to apply essential research methods in psychology, including research design, data analysis, and data interpretation. | |||||||
3) Competence to use critical and creative thinking, skeptical inquiry and a scientific approach to solving problems related to behavior and mental processes. | |||||||
4) Understanding and ability to apply psychological principles, skills and values in personal, social, and organizational contexts. | |||||||
5) Ability to weigh evidence, to tolerate ambiguity, and to reflect other values that underpin psychology as a discipline. | |||||||
6) Internalization and dissemination of professional ethical standards. | |||||||
7) Demonstration of competence in information technologies, and the ability to use computer and other technologies for purposes related to the pursuit of knowledge in psychology and the broader social sciences. | |||||||
8) Skills to communicate the knowledge of psychological science effectively, in a variety of formats, in both Turkish and in English (in English, at least CEFR B2 level). | |||||||
9) Recognition, understanding, and respect for the complexity of sociocultural and international diversity. | |||||||
10) Recognition for the need for, and the skills to pursue, lifelong learning, inquiry, and self-improvement. | |||||||
11) Ability to formulate critical hypotheses based on psychological theory and literature, and design studies to test those hypotheses. | |||||||
12) Ability to acquire knowledge independently, and to plan one’s own learning. | |||||||
13) Demonstration of advanced competence in the clarity and composition of written work and presentations. |
N None | S Supportive | H Highly Related |
Program Outcomes and Competences | Level | Assessed by | |
1) | Thorough knowledge of the major concepts, theoretical perspectives, empirical findings, and historical trends in psychology. | N | |
2) | Understanding of and ability to apply essential research methods in psychology, including research design, data analysis, and data interpretation. | N | |
3) | Competence to use critical and creative thinking, skeptical inquiry and a scientific approach to solving problems related to behavior and mental processes. | H | Exam,HW,Participation |
4) | Understanding and ability to apply psychological principles, skills and values in personal, social, and organizational contexts. | N | |
5) | Ability to weigh evidence, to tolerate ambiguity, and to reflect other values that underpin psychology as a discipline. | N | |
6) | Internalization and dissemination of professional ethical standards. | N | |
7) | Demonstration of competence in information technologies, and the ability to use computer and other technologies for purposes related to the pursuit of knowledge in psychology and the broader social sciences. | N | |
8) | Skills to communicate the knowledge of psychological science effectively, in a variety of formats, in both Turkish and in English (in English, at least CEFR B2 level). | N | |
9) | Recognition, understanding, and respect for the complexity of sociocultural and international diversity. | S | Participation |
10) | Recognition for the need for, and the skills to pursue, lifelong learning, inquiry, and self-improvement. | S | HW,Participation |
11) | Ability to formulate critical hypotheses based on psychological theory and literature, and design studies to test those hypotheses. | N | |
12) | Ability to acquire knowledge independently, and to plan one’s own learning. | S | Exam,HW |
13) | Demonstration of advanced competence in the clarity and composition of written work and presentations. | H | Exam,HW |
Prepared by and Date | GOKHAN KARA , May 2023 |
Course Coordinator | HANDE KARADAĞ |
Semester | Fall |
Name of Instructor | Öğr. Gör. GOKHAN KARA |
Week | Subject |
1) | Introduction to Customer Experience Management |
2) | CX Strategy and Program Management |
3) | Creating Customer Centric Culture |
4) | Understanding Customers and Insights |
5) | Channel Management |
6) | Customer Centric Design |
7) | Emotional Experience |
8) | MID-TERM PROJECT |
9) | Complaint Management |
10) | Customer Experience Measurement |
11) | Customer Journey Map Reports Discussions |
12) | Customer Analytics & Data & Digitilization |
13) | Future of Customer Experience |
14) | Project Presentations |
15) | Final Project Period |
16) | Final Project Period |
Required/Recommended Readings | Recommended: Manning, H. ; Bodine, K. (2012). Outside In: The Power of Putting Customers at the Center of Your Business. New Harvest: Boston Michelli, J. A. (2008). The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of Ritz-Carlton Company. Mc Graw Hill. Hsieh, T. (2010). Delivering Happiness: A Path to Profits, Passion and Purpose. Harper Collins Publishers. | |||||||||||||||||||||
Teaching Methods | Across the class, several methods will be used such as presentations, exercises, videos, use cases, discussions and guest speakers. Also students will attend selected online webinars to see practical challenges and solutions. | |||||||||||||||||||||
Homework and Projects | The students will form groups that consist of 4-5 students. Each group is due to present a customer journey map at the end of the course. Each student will be responsible for three individual assignments. | |||||||||||||||||||||
Laboratory Work | None | |||||||||||||||||||||
Computer Use | Personal laptops | |||||||||||||||||||||
Other Activities | Attending selected webinars | |||||||||||||||||||||
Assessment Methods |
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Course Administration |
karago@mef.edu.tr Assignments should be delivered as hard copies until the exact deadline. Late submissions will not be accepted. When preparing the assignments, students are expected to benefit from the web or other sources and avoid of plagiarism. For sure, the class will be much more didactic and productive by students’ participation, so students will be encouraged to contribute with their opinions and related examples during the class. |
Activity | No/Weeks | Hours | Calculation | ||||
No/Weeks per Semester | Preparing for the Activity | Spent in the Activity Itself | Completing the Activity Requirements | ||||
Course Hours | 14 | 2 | 3 | 2 | 98 | ||
Presentations / Seminar | 1 | 10 | 1 | 11 | |||
Midterm(s) | 1 | 8 | 2 | 10 | |||
Paper Submission | 1 | 10 | 4 | 14 | |||
Total Workload | 133 | ||||||
Total Workload/25 | 5.3 | ||||||
ECTS | 5 |