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Managing the Customer Experience

Aims of unit

Delivering an exceptional customer experience is a challenge which requires skill, commitment, and an in-depth understanding of customer needs. The aim of the unit is to develop managers understanding of their role and responsibilities in managing the customer experience. Learners will develop an understanding of the key features of a customer service culture and the customer journey, which if managed effectively will impact on an organisations success.

LEARNING OUTCOMES

  • Understand the principles of managing the customer experience
  • Understand the customer journey in the context of an organisation
  • Know how to manage the customer experience
  • Know how to monitor and measure the customer experience
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