After completing the course, you will know how to:
- understand customer experience – and why it is critical for all businesses
- understand the evolution of the ‘experience economy’, and be fully aware of the critical implications of customer experience when managing and leading
- discover new ways to understand customer value and value creation
- proactively enhance value perceptions through customer experience
- recognise the connections between customer experience and customer expectations, and the important links between expectations and loyalty
- crystallise brand and brand values, focusing on excellence in customer experience
- blueprint the customer journey and all touch points, focusing on the micro moments
- identify practical ways to develop and imprint a service and customer-mindset into the workforce and organisational processes
- determine the right combination of metrics to measure customer experience
- develop core attributes that characterise excellent customer experience in your business segment
- overcome critical and common barriers to creating a customer-centric culture.
Associate Professor David Solnet
David leads the tourism discipline at The University of Queensland. He has more than 20 years’ of experience in the hospitality and tourism industry, including senior management roles in Australia and the USA. He was previously General Manager at the award-winning Brett’s Wharf Restaurant in Brisbane, and prior to arriving in Australia, worked with a number of large US-based restaurant companies, including Brinker International and General Mills.
His unique blend of academic accomplishments and industry experience has made David a sought after consultant and advisor to industry. He regularly consults domestically and internationally on building service quality, enhancing organisational culture, and developing performance-based incentive programs. He is also an accomplished executive coach.
He has published more than 35 peer-reviewed articles in leading journals, including the Annals of Tourism Research, Journal of Travel Research, and International Journal of Hospitality Management. His research predominantly focuses on the tourism and hospitality workforce, organisational and social psychology, service climate, service culture, and managing generation Y workers.
David holds a Master of Science in Hotel and Food Service Management and a Bachelor of Science in Hospitality Management (Summa Cum Laude) from Florida International University.
Professor Janet R. McColl-Kennedy
BA (Hons) first class; PhD (The University of Queensland), FAMI, FANZMAC
Professor Janet McColl-Kennedy is a leading marketing academic in Australia, and internationally recognised as a researcher in Service Science. Her research interests include service recovery, customer complaining behaviour, customer rage and customer value co-creation. She has particular expertise in the healthcare industry.
Janet is a Visiting Professor at the University of Cambridge, UK, and leads several international research teams, obtaining over $2.5 million in competitive research grants. She has extensive teaching experience with Executive Education and MBAs winning several teaching awards, including the 2011 UQ Business School Corporate Education Teaching Award.
She is also an experienced consultant to industry on the customer - employee interface, for example, developing and maintaining a customer service culture, effectively dealing with customer complaints, de-escalating customer rage and value co-creating.