This course equips students with the skills to assess and develop effective customer engagement strategies. By evaluating real-world customer engagement…
Classroom
Programs
October 17, 2018This session delves deeper into the world of customer engagement programs, showcasing both historical milestones and contemporary practices. We analyze…
Incentives
October 17, 2018This session explores the role of incentives in shaping customer behavior. We examine a range of programs, from the neighborhood…
Customer Psychology
October 17, 2018This session explores the psychological factors that influence customer engagement programs. We’ll delve into how consumers are motivated by the…
Program Design
October 17, 2018This session explores the customer engagement design process through an examination of two established programs: Macy’s Star Rewards and JCPenney…
Program Economics
October 17, 2018In this session we explore the key metrics and variables that determine a program’s success. By building financial models for…
Program Operations
October 17, 2018This session explores the operational aspects of customer engagement programs. We’ll delve into managing program changes, including updates to terms…
Looking Forward!
October 17, 2018In this session, Hal Brierley recaps the evolution of customer engagement and shares his vision for the future, including the…