IN India Master's Degree

Guest Experience Strategy

Design the whole journey, then measure whether it worked.

What the course covers

8 modules, 32 topics. Open any one to see what sits inside it.

1. 1.1 Service, experience and memory
2. 1.2 Why experience became the differentiator
3. 1.3 Experience and commercial outcome
4. 1.4 Who owns experience in an organisation
1. 2.1 Research beyond the satisfaction survey
2. 2.2 Observation and shadowing
3. 2.3 Personas and segments in hospitality
4. 2.4 Listening to what guests do, not only what they say
1. 3.1 Journey mapping, end to end
2. 3.2 Touchpoints, channels and handovers
3. 3.3 Pain points and moments of truth
4. 3.4 The gap between the designed and the delivered
1. 4.1 Designing a signature moment
2. 4.2 Sensory design: space, sound, scent, light
3. 4.3 Digital and physical together
4. 4.4 Consistency against surprise
1. 5.1 Guest experience depends on staff experience
2. 5.2 Empowerment and decision rights
3. 5.3 Recruiting for attitude
4. 5.4 Training that changes behaviour, not just knowledge
1. 6.1 Using guest data well
2. 6.2 Recognition without being creepy
3. 6.3 Loyalty programmes, and what they actually do
4. 6.4 Privacy, consent and trust
1. 7.1 Satisfaction, effort and advocacy measures
2. 7.2 Operational metrics that predict experience
3. 7.3 Review platforms as a data source
4. 7.4 Linking experience to revenue
1. 8.1 Building the business case
2. 8.2 Piloting, then scaling
3. 8.3 Governance across departments and properties
4. 8.4 Sustaining it when cost pressure arrives

By the end of this course you will be able to explain and apply:

Two hours, not two months Eight short modules. Finish in a day, or do one module a night for a week.

Depth beyond your coursework Pitched above taught content, for research, leadership and the work that follows the degree.

Built for a phone Watch on the bus, pause mid-module, pick up where you stopped. No download, no lab.

A certificate that can be checked Every certificate carries an ID your college or an employer can verify on our site.

About two hours in total — eight modules of roughly fifteen minutes. You can do it in one sitting or spread it across a week. Your place is saved either way.
No. There is no prerequisite course and no software to install. A phone, tablet or computer with an internet connection is enough.
Yes. This course is placed at Master's Degree for India, and the content is written for that level. If you are at a different stage, change your level at the top of the page and the courses will change with it.
A certificate for the course, carrying an ID that your college or an employer can check on our verification page. You keep access to the material afterwards.
Yes — ₹450 for this course on its own, or ₹1,450 for all five in this set, which works out cheaper if you want more than one.
There is a short quiz at the end of each module so you can check what stuck. It is not timed and you can retake it.
Change your country using the picker at the top. Level names, degree names and prices all switch to that country, and the courses adjust to its education system.

Wording shown for India. Pick a different country at the top and the terms, currency and programme names change with it.