Course Code	Semester	Course Name	LE/RC/LA	Course Type	Language of Instruction	ECTS
DMP0004		Customer Experience in the Digital Age	2/0/0	DE	Turkish	2

Course Goals
Prerequisite(s)	Course Code Course Name…
Corequisite(s)	Course Code Course Name…
Special Requisite(s)	The minimum qualifications that are expected from the students who want to attend the course.(Examples: Foreign language level, attendance, known theoretical pre-qualifications, etc.)
Instructor(s)	xx
Course Assistant(s)
Schedule	ÖĞR. GÖR. EMİNE ANIK,THURSDAY, 14:00-16:00, İNCİRLİ CAMPUS, 1B10
Office Hour(s)	ÖĞR. GÖR. EMİNE ANIK, THURSDAY, 14:00-16:00, İNCİRLİ CAMPUS,1B10
Teaching Methods and Techniques	LECTURE,  VISUAL PRESENTATION, CASE STUDY
Principle Sources	COURSE NOTES.
Other Sources	- YENİ NESİL PAZARLAMA YAKLAŞIMLARI, VAKA ANALİZLERİ İLE, AYSUN KAHRAMAN-ESRA GÜVEN, GAZİ KİTAPEVİ,2019. -MÜŞTERİ DENEYİMİ YÖNETİMİ: 4.0 ÇAĞINDA REKABETTE BAŞARININ SIRRI, CAN ERDEM VE NİHAT TAVŞAN, 2019, BETA YAYINEVİ -PAZARLAMA YÖNETİMİ, P.KOTLER, BETA, 2019.

Course Schedules
Week	Contents	Learning Methods
1. Week	INTRODUCTION, DIGITAL TRANSFORMATION IN MARKETING	LECTURE, VISUAL PRESENTATION, CASE STUDY
2. Week	EXPERIENCE CONCEPT AND CUSTOMER EXPERIENCE	LECTURE, VISUAL PRESENTATION, CASE STUDY
3. Week	STAY VALID, STAY IN LIFE: MARKETING MYOPIA	LECTURE, VISUAL PRESENTATION, CASE STUDY
4. Week	PREPARING CUSTOMER JOURNEY MAP	LECTURE, VISUAL PRESENTATION, CASE STUDY
5. Week	CUSTOMER COMPLAINTS MANAGEMENT	LECTURE, VISUAL PRESENTATION, CASE STUDY
6. Week	GENERAL OVERWIEW	LECTURE, VISUAL PRESENTATION, CASE STUDY
7. Week	MIDTERM EXAM	EXAM
8. Week	NEW GENERATION CUSTOMER RELATIONSHIP MANAGEMENT- SOCIAL CRM	LECTURE, VISUAL PRESENTATION, CASE STUDY
9. Week	CUSTOMER EXPERIENCE MANAGEMENT IN SOCIAL MEDIA	LECTURE, VISUAL PRESENTATION, CASE STUDY
10. Week	HELLO AWARENESS: CUSTOMER AWARENESS JOURNEY	LECTURE, VISUAL PRESENTATION, CASE STUDY
11. Week	CUSTOMER EXPERIENCE CUSTOMER SATISFACTION BRAND PERSONALITY AND BRAND IMAGE RELATIONSHIP	LECTURE, VISUAL PRESENTATION, CASE STUDY
12. Week	CUSTOMER EXPERIENCE DESIGN - CONTENT MARKETING	LECTURE, VISUAL PRESENTATION, CASE STUDY
13. Week	CUSTOMER EXPERIENCE TRENDS IN THE DIGITAL WORLD	LECTURE, VISUAL PRESENTATION, CASE STUDY
14. Week	GENERAL OVERWIEW	LECTURE, VISUAL PRESENTATION, CASE STUDY
15. Week	FINAL EXAM	EXAM
16. Week	FINAL EXAM	EXAM
17. Week	FINAL EXAM	EXAM

Assessments
Evaluation tools	Quantity	Weight(%)
Midterm(s)	1	40
Final Exam	1	60

Program Outcomes PO-1 To have theoretical and practical knowledge about Digital Media and Marketing PO-2 To be able to think critically, free, original and creative, to be able to produce PO-3 To be able to relate different areas of communication with each other, develop strategies, create interaction PO-4 To have detailed knowledge about internet sites, mobile marketing, digital advertising, digital media planning, social media, digital analysis and measurement and to have professional application skills PO-5 To have knowledge and application of data literacy and data management PO-6 To be able to master changing communication strategies and technologies and manage processes PO-7 To be able to produce content, present and manage skills within the scope of communication studies PO-8 To be aware of the responsibilities and ethical obligations required by the profession and to act within the rules PO-9 In working life; to be an efficient, productive and responsible individual in team work, to gain practical problem solving skills in business life problems PO-10 To be able to follow the speed of the digital age and keep the information about the field constantly updated

Learning Outcomes

Course Assessment Matrix:

	PO 1	PO 2	PO 3	PO 4	PO 5	PO 6	PO 7	PO 8	PO 9	PO 10