cem300 | undergraduate

Managing The Customer Experience

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This course offers an understanding of different business models that focus on the customer experience, deliberate customer service strategies, and customer rewards systems. Topics will include reputation management and the benefits of proactive customer service management programs. The customer experience can be examined through identifying the customer, acknowledging their needs and desires, embracing consumer behavior, and implementing managing systems that lead to customer retention. Students will become familiar with the evolution of customer care and shifts from the business structure to how a business delivers. Additional emphasis will be placed on new technologies, the social customer, and social media management and marketing.

This undergraduate-level course is 5 weeks This course is available to take individually or To enroll, speak with an Enrollment Representative.

Course details:

Credits: 3
Continuing education units: XX
Professional development units: XX
Duration: 5 weeks

topic title goes here

    The Evolution of Customer Care

    • Analyze how customer service evolved into today’s technology indulgent environment.
    • Examine the shift from monitoring customer satisfaction to integrating techniques.
    • Evaluate the culture shift from how a company is organized to how a company delivers.

    Reputation and Customer Experience Management

    • Explore the hierarchy of customer service management.
    • Compare successful customer service experience management programs.
    • Distinguish between the best and worst ranked customer service companies.

    The Social Customer

    • Analyze the impact of social media on your customer experience.
    • Examine the possibility of using a social media manager and engaging in social media-based marketing.
    • Compare the distinctive benefits and challenges of social media-based customer service.

    Customer Service Strategies

    • Analyze the need for deliberate customer service strategies.
    • Appraise customer rewards systems.
    • Analyze the concepts related to customer retention.

    What is the Customer Experience?

    • Analyze the systems used to assess the needs and desires of customers.
    • Examine the Moments of Truth in customer service.
    • Analyze the shopping and retail environment.
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    Transferability of credit is at the discretion of the receiving institution. It is the student’s responsibility to confirm whether or not credits earned at University of Phoenix will be accepted by another institution of the student’s choice.