Customer Competence 1 learning objectives

Student can evaluate and segment customer types, analyse consumer behavior, and position a product/service relative to competitors in addition the customers buying behavior and processes are familiar. S/he can recognize and follow customer needs and focus on customer experience in the different stages of the customer journey and lifecycle.

Individual Assignment for this course

1. Tell about a customer buying behavior in theory perspective and reflect it in any business familiar to you. Give practical examples

2. Tell briefly what is a Customer journey? Explain and make your own Customer Journey Map for

A) a flight traveler going for a flight; before, during, and after stages or

B) a customer who buys a product; pre-purchase, purchase and post purchase

Please draw and write the journey map with actions, touchpoints, possible solutions, emotions and pain points. The implementation of the map is free

3. Consider what challenges in developing the customer experience in different businesses are? Choose one industry that is most familiar to you and give practical examples and your own reflections and arguments

thank u so much