Jonathan M. Tisch Center of Hospitality

Customer Experience Management

This course explores the structures, cultures, and the goals of organizations with the purpose of developing effective strategies for managing the customer experience. The active management of the customer experience requires thorough analysis of customer demands, expectations, and needs. The creation of strategies to assess and satisfy customer demands and needs are the basis of a systematic approach to customer relationship management. Topics to be covered include: customer behaviors and expectations, service delivery strategies, customer value, guest satisfaction, service quality, continuous improvement processes, customer communication skills, technological applications, and reward and loyalty programs.