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Republic Polytechnic
Hospitality

H101 Fundamentals of Customer Experience

Customer experience is a key differentiator in today’s competitive business environment, as products and services become increasingly similar. Building a customer-centric culture, understanding customer needs, and delivering value across the customer journey are essential for creating positive and memorable experiences.

This module introduces students to the fundamentals of customer experience management, including the customer lifecycle, relationship development, and service environments that influence perceptions and behaviours. Students will discover how businesses use customer insights to better understand consumer needs, improve service quality, and build lasting relationships that enhance the overall customer experience.