Customer Experience Management

Consumers experience and co-produce a series of events as part of their interaction with firms and their offerings. It is from the memories of these our opinions about market offerings are formed. Customer experiences can be defined as the “sum total” of a customer’s individual interactions with a company and its offerings over time. Mapping and thinking about how to design better journeys for consumers can eventually help managers to increase customer loyalty, word-of-mouth and share of wallet. Internally a better understanding of what a market offer looks like from the consumer’s viewpoint can help in creating organizational alignment and deliver a seamless experience as seen from the customer’s perspective.

Course leader

Poul Andersen

Target group

Master's level

Fee info

EUR 343: Exchange students: No Fee

Freemovers, EU/EEA: 343 EUR

Freemovers, NON-EU/EEA: 858 EUR

Books, course materials, social programme, and housing are not included in the fee.

Scholarships

No scholarships available.

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