Some of the university offerings on customer experience include the following:
Duke University – Designing Customer Experience
Duke University offers an undergraduate elective, Designing Customer Experiences, which focuses on how to distinguish your business from your competition by paying attention to the customer experience. Case studies in the course include Apple and Starbucks. A team approach toward creating new strategies is investigated.
Cornell University – Services Marketing and Customer Experience Management
Cornell University includes a graduate level course in its hotel management curriculum, Services Marketing and Customer Experience Management. Topics include services consumer behavior and decision process. There is an analysis of “services of theater”, service “blueprinting”, and the “servicescape”. There is also integrated communications strategies for services. The course includes research in case studies, service recover, and invited speakers.
University of Michigan – The New Age of Innovation
The Business School at the University of Michigan has a course entitiled, The New Age of Innovation. The course introduces students to the emerging nature of competition and the critical capabilities that firms need to build to thrive in this environment. This course is offered to finance students. The study includes various business functions and new approaches to customer retention.