School Of Business

Customer Experience FundamentalsWestern Sydney University Unit Code: 201082.1

Discipline: MARKETING

Student Contribution Band: 4

Level: 2

Credit Points: 10

Equivalent Units
200084 - Consumer Behaviour

About this Unit
Customer experiences occur when there is interaction between a company and their customers. Increasing digitisation of this interface has resulted in a shift of buyer expectations where communication is no longer a one-way process. The result being that this exchange comprises of the customer journey where internal factors such as attitudes, learning and emotions combined with external factors such as culture, social communities, and global networks influence decisions. This unit introduces the complexity of technology driven relationships where customers become co-creators of their own personalized experiences and how companies can be part of this. Students will learn the importance of creating positive customer experiences and how this adds value to organisation strategy.

Special Requirements - Essential Equipment
An iPad, equivalent smart device, or laptop (PC/MAC) is essential in order for students to complete assessment and engage in tutorial activities.

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