| School/Faculty/Institute |
Graduate School of Social Sciences |
| Course Code |
MGMT 533 |
| 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 |
Seçiniz |
| Semester |
Spring |
| Contact Hours per Week |
| Lecture: 3 |
Recitation: |
Lab: |
Other: |
|
| 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 |
None |
| Overall Educational Objective |
To learn to understand the fundamentals of customer experience management, 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 a 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 Competences
Upon successful completion of the course, the learner is expected to be able to:
1) Employ 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 detect improvement areas
4) Develop customer centric culture projects
5) Lead complaint management processes
6) Carry out data analysis for improving customer experience
|
| Program Learning Outcomes/Course Learning Outcomes |
1 |
2 |
3 |
4 |
5 |
6 |
| 1) Ability to analyse a various range of organizational information, including accounting & finance, operations management, marketing and technology |
|
|
|
|
|
|
| 2) Integration of the organizational functional knowledge in the process of formulation and implementation of long-term strategic goals and objectives |
|
|
|
|
|
|
| 3) Development of leadership and team membership skills required for managing innovation as well as routine processes and activities in organizations |
|
|
|
|
|
|
| 4) Self-exploration through the development and implementation of real business opportunities |
|
|
|
|
|
|
| 5) Awareness of the uncertainty and complexity of global business environments and changing business practices and trends |
|
|
|
|
|
|
| 6) Finding ethical, creative, comprehensive solutions to complex organizational problems |
|
|
|
|
|
|
| 7) Demonstrating the ability to integrate management techniques, new business models & analytical tools to decision-making processes |
|
|
|
|
|
|
| 8) Competence in the mastery of vital managerial and leadership skills, such as critical thinking, business communication, decision making and conflict resolution |
|
|
|
|
|
|
| 9) Ability to communicate in English both verbally and in writing at European Language Portfolio General Level B2. |
|
|
|
|
|
|
Relation to Program Outcomes and Competences
| N None |
S Supportive |
H Highly Related |
| |
|
|
| |
Program Outcomes and Competences |
Level |
Assessed by |
| 1) |
Ability to analyse a various range of organizational information, including accounting & finance, operations management, marketing and technology |
S |
Presentation
|
| 2) |
Integration of the organizational functional knowledge in the process of formulation and implementation of long-term strategic goals and objectives |
S |
Presentation
|
| 3) |
Development of leadership and team membership skills required for managing innovation as well as routine processes and activities in organizations |
H |
Exam
|
| 4) |
Self-exploration through the development and implementation of real business opportunities |
S |
Presentation
|
| 5) |
Awareness of the uncertainty and complexity of global business environments and changing business practices and trends |
S |
Presentation
|
| 6) |
Finding ethical, creative, comprehensive solutions to complex organizational problems |
S |
Presentation
|
| 7) |
Demonstrating the ability to integrate management techniques, new business models & analytical tools to decision-making processes |
S |
Presentation
|
| 8) |
Competence in the mastery of vital managerial and leadership skills, such as critical thinking, business communication, decision making and conflict resolution |
H |
Exam
|
| 9) |
Ability to communicate in English both verbally and in writing at European Language Portfolio General Level B2. |
S |
Presentation
|
| Prepared by and Date |
, |
| Course Coordinator |
CEYHAN MUTLU |
| Semester |
Spring |
| Name of Instructor |
Öğr. Gör. GOKHAN KARA |
Course Contents
| 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 EXAM |
| 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 Projects Period |
| 16) |
Final Projects Period |
| Required/Recommended Readings | 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 | Several methods will be used such as presentations, exercises, videos, real-life cases, discussions and guest speakers. Also students will attend selected online webinars to see practical challenges and solutions. |
| Homework and Projects | |
| Laboratory Work | |
| Computer Use | |
| Other Activities | |
| Assessment Methods |
| Assessment Tools |
Count |
Weight |
| Attendance |
1 |
% 20 |
| Homework Assignments |
1 |
% 15 |
| Presentation |
1 |
% 20 |
| Midterm(s) |
1 |
% 25 |
| Paper Submission |
1 |
% 20 |
| TOTAL |
% 100 |
|
| Course Administration |
|
Information Package / Course Catalogue