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Customer Experience Management 2

Customer Experience Management 2

Code: SAL2LC202
Scope: 5 ECTS  
Timing: Level 2  
Language: English  
Curriculum: Porvoo Campus 2017
Course level: Professional studies 
Course type: Compulsory 

Starting level and linkage with other courses  

Service design, focus on customer experience management, knowledge of sales and services for foreign markets, customer value propositions, branding and marketing, effective presentations.  

Learning objectives and assessment  

Grade 1  
The student finds it challenging to design services and products for customer needs. His/her use of theory, methods and specific terminology is rather limited. S/he is able to conduct market research and collect data and to analyse the needs of customers to provide solutions to them only when aided by others. The student can use a few marketing and branding tools with assistance from others. S/he has a limited ability to acquire knowledge of sales and service experience for foreign markets. The student is able to operate only when the task and instructions are given and when aided by other students and the supervisors.  

Grade 3  
The student is able to design services and products for customer needs. His/her use of theory, methods and specific terminology is rather accurate. S/he is able to conduct market research and collect data to gain a fairly good level of understanding of how to analyse the needs of customers to provide solutions to them. The student can use a few marketing and branding tools. S/he is able to acquire knowledge of sales and service experience for foreign markets. The student is able to operate when the task and instructions are given.  

Grade 5  
The student is able to design services and products that fulfill customer needs. His/her use of theory, methods and specific terminology is very accurate. S/he is able to conduct relevant market research and collect data to gain a comprehensive understanding of how to analyse the needs of customers to provide solutions to them. The student can use marketing and branding tools. S/he is able to acquire knowledge of sales and service experience for foreign markets. S/he has an innovative approach and can conduct research at a highly professional level.  

Recognising and validating prior learning (RPL)

If students have acquired the required competence in previous work tasks, recreational activities or on another course, they can show the competence with a demonstration and progress faster through their studies. More information and instructions for recognising and validating prior learning (RPL) are available at MyNet.  

Working life connections

Company visits and guest lecturers and workshops from different companies and organisations.  

Internationality

Possibility to work in international teams. Guest lecturers from international organisations and partner universities. International learning materials. 
Haaga-Helia University of Applied Sciences  

Contents  

  • Service design: customer understanding, customer experience, ideating and experimenting 
  • Customer value propositions 
  • Branding  
  • Marketing   
  • Knowledge of sales and service experience for foreign markets  

Meta-competences: ability to use relevant development methods, critical approach to information and sources, communication and argumentation, effective presentations and team building  

Learning methods  

Inquiry learning:  
Peer-to-peer learning  
Online tutorials, lectures and workshops  
Company visits  
Independent study and teamwork  

Assessment  

Individual assignments  
Teamwork assignments  
Final deliverables  
Peer assessment  
Self-assessment  

The self-assessment of one's own learning does not influence the module grade. The self-assessment and students’ feedback to the module will be used for the module development. The feedback is collected via an electronic form.  

Course teacher(s)  

Marika Alhonen, Porvoo

Learning materials 

Books on the content topics  

E-books and online articles  

Online tutorials  

Companies’ web-portals  

Relevant media, news agencies, quality press, etc.  

Social networking tools  

Exercises, tests  

Instructors’ own materials, materials produced by students.