Special Topics (490-0-21)

Topic

Designing Experiences

Instructors

Kathy LaTour

Meeting Info

McCormick Foundation Ctr 3127: Mon 1:00PM - 3:50PM

Overview of class

Designing and Managing Experiences will teach students about Customer Experience Management (CX), the process of creating value by uncovering and understanding customers' deepest emotional needs and then designing and managing entire experiences to create impactful outcomes. CX is becoming the "essence of competitive advantage." Research on high performance companies including Starbucks, Tesco, Proctor & Gamble, and Samsung link business success to the mastery of several factors - chief among them is developing and delivering a branded customer experience. This course is designed to help students/managers create experiences that customers will later remember favorably so that they return to again and again. A process and tools for evaluating a current experience offering and developing a new more impactful one are introduced. The class project involves redesigning a current experience to make it more memorable.

Class Materials (Required)

TBA

Class Attributes

Attendance at 1st class mandatory

Enrollment Requirements

Enrollment Requirements: Registration is reserved for IMC Full-Time Students only.