MKT70021 - Customer Experience Management

My third unit, MKT70021 - Customer Experience Management, has been the most enjoyable and relevant unit of the MBA so far. The concepts learned throughout the unit were highly applicable to my current role at Budget Motels and provided practical tools for understanding customer needs, mapping customer journeys, and developing customer-focused strategies.

The unit reinforced the importance of reducing customer effort, improving customer experiences, and using customer insights to drive better business decisions. It also provided an opportunity to apply these concepts to both Budget Motels and Terang Co-op Mitre10 through a series of real-world assignments and projects.

Key Skill Developed:
- Customer Experience Strategy
- Customer Journey Mapping
- Voice of Customer Analysis
- Benchmarking
- Strategic Planning
- Change Management