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Certificate in Service Experience Management

Started Jun 29, 2018

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Full program description




32 Hours




Sponsored by Discount Tire

What the bundle includes:

In this all-inclusive service experience management certificate, you will learn from and receive every course we offer in the W. P. Carey Certificate in Service Experience Management. The Center for Service Leadership’s W. P. Carey Certificate in Service Experience Management offers cutting edge knowledge in how to delight your customers and increase their loyalty. Learn the best-practice models for delivering an excellent experience to your customers in a highly-competitive service marketplace. This certificate will help you differentiate your organization from the rest, by making a difference to your customers, so they choose you every time. The certificate includes the following four courses at a discounted bundle price:

  • Foundations of Service Excellence
  • Delivering Service Excellence
  • Blueprinting Service Experience
  • Understanding the Voice of the Customer

Module and Content:

Students will take four courses which are all online and self-paced, and comprised of short videos, interactive learning objects, and competency-based assessments, as well as readings and reflective activities. You will earn the Certificate in Service Experience Management upon completion of the bundle.

Learning Objectives:

In this certificate program, you’ll learn everything related to the skills involved in service experience management. Our micro-learning courses give you the full scope of how to incorporate best-practices in service experience management into your organization to improve customer satisfaction. You will learn the foundations of service excellence, how to understand your customer’s voice, what it takes to deliver service excellence, and how to blueprint great customer experiences.

Who is this certificate designed for:

This certificate is for any professional interested in advancing themselves and their company by learning how to incorporate best-practices in service experience management, in order to improve customer satisfaction. These courses are a great way to diversify your customer knowledge, and ultimately delight them and increase their loyalty. If you are struggling to define what your customers really want, or struggling to keep them satisfied, then this certificate is a must for your organization.

Meet the instructors

Mary Jo Bitner

Mary Jo Bitner is Professor of Marketing, Edward M. Carson Chair, and Co-Executive Director of the Center for Services Leadership in the W. P. Carey School of Business, Arizona State University. She has contributed over three decades of service research and received the American Marketing Association’s SERVSIG recognition for Career Contributions to the Services Discipline Award.

Dr. Bitner has published more than fifty journal articles relevant to service management and marketing in leading academic and managerial journals including Journal of Marketing, Journal of Service Research, Journal of Marketing Research, Journal of the Academy of Marketing Science, and Sloan Management Review.

Dr. Bitner served from 2011-2014 on the Board of the American Marketing Association is currently the editor in chief of the Journal of Service Research.

Nancy Stephens, PhD

Nancy J. Stephens is Associate Professor of Marketing Emeritus at the W. P. Carey School of Business at Arizona State University. She is a member of the Center for Services Leadership faculty network and regularly conducts workshops on services blueprinting.

Nancy taught marketing management to working adult MBA students in the evening, on weekends, and online, as well as in ASU’s partner schools in Shanghai, Sweden, France and Mexico City. Her latest research publication was entitled, “Beliefs of Chinese Buyers of Pirated Goods” (Journal of Consumer Behaviour, 2013).

Nancy received her Ph.D. from the University of Texas at Austin and her B.S. (with Honors) and M.S. degrees from the University of Illinois at Urbana.

Stephen W. Brown, PhD

Stephen W. Brown is the Edward M. Carson Chair, Professor of Marketing Emeritus and Distinguished Faculty with the Center for Services Leadership (CSL), W. P. Carey School of Business, Arizona State University. From its founding in 1985 until May 2011, he served as the CSL’s executive director. He is also a former national president of the American Marketing Association. Much of his research and writing focuses on the science of service and the topics of strategic services marketing, service excellence and recovering from service failures.

Currently, he’s devoting major research, executive teaching and consulting to the area of service infusion or growing service revenues in product-dominant companies. Dr. Brown has co-founded three companies, and he serves on the boards of directors of several companies and a nonprofit organization.

Doug Olsen, MBA, PhD

Douglas Olsen, B.Sc., MBA, Ph.D. is an Associate Professor of Marketing in W. P. Carey School of Business at Arizona State University. Doug also serves as the Center for Services Leadership’s Faculty Director for the Strategic Service Institute as well as for the CSL’s Online Programs. His research has been presented at over 30 conferences in Canada, the United States, Europe, South America and Australia.

Prior to joining ASU, he served both as a professor and as the Associate Dean of MBA Programs at the University of Alberta. Douglas has been active in both graduate and undergraduate programs and teaches marketing strategy, research methodology and marketing communication. He has been an instructor in a broad range of executive development programs related to business strategy as well as public consultation.