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Designing a New Way to Measure Customer Experience in the Real Estate IT Services Business
(2020)
Customer experience has a significant effect to companies’ financial results. It relates to many different aspects of companies’ operations, and if handled poorly, can have significant negative effects. Many companies think ...
Designing Experiences in Preventive Healthcare - CASE: Neosmart Health
(2020)
The purpose of this thesis was to improve customer experience in the preventive healthcare industry. Neosmart Health’s holistic healthcare service was used as a case example. The thesis aimed at identifying the crucial ...
Facilitating the design of human-centered and memorable travel experiences
(2020)
In the fast-changing world with increasingly empowered customers, human-centricity and designing meaningful experiences have become crucial topics amongst businesses to stay relevant, attract customers and differentiate ...
Designing a Customer-Centred Client Service Model in the Banking Sector
(2021)
Increasing competition, digitalisation, regulation changes and the changes in customers’ behaviour and expectations have driven financial organisations into a situation they have not experienced before. These rapid changes ...
How an Organisation Can Connect Customer Relationship Development and Environmental Friendliness: Food Preparation and Consumption in Small and Medium-Sized Restaurants and Food Service Companies
(2023)
If an organisation aims to be successful in the current and future market environment, it cannot ignore environmental sustainability factors or the importance of developing and managing its customer relationships.
This ...
Improving leasing of vacant premises through tenant experience in the Finnish commercial real estate market
(2022)
The real estate industry has traditionally been a production-oriented industry, but the change to customer orientation has started during the last decade. Competition is increasing in the demand-driven commercial real ...
Digital marketing leveraged to advance the growth of the company's business : case: hotel Kuusamon Portti
(2023)
The purpose of the thesis is to create a successful digital marketing strategy for the hotel Kuusamon Portti located in Kuusamo, Northern Finland. The strategy is based on current best practices and trends in the hotel ...
Witness experience in the Finnish courts
(2023)
How witnesses experience the court process has been studied little in Finland. The purpose of this thesis is to provide new knowledge about witness experience for the benefit of the National Courts Administration, a ...
Developing superior customer experience by improving Factory Acceptance test with Service Design methods and tools
(2023)
Service Design (SD) is well renowned in the modern business world as it provides excellent benefits for the organization as well as for end users. It is a well-established approach in business to customer (B2C) organizations ...