Experiential Learning | Fashion & Luxury MBA: Solutions Project

Creating an effective customer experience is about more than just ensuring your customers receive the products and services they desire in a timely and efficient manner. It's also about creating a full experience filled with multiple touchpoints with real people who can organically evangelize and grow your brand through their social media and offline interactions with friends and family. This is especially true for the Fashion & Luxury sector. 

In this course, students will learn and apply customer experience and journey mapping principles to a real project sponsor. Students will demonstrate how to narrow down to a specific customer journey and deliver a solution for the Fashion & Luxury sector at large.

The course is designed to impart a deeper understanding of customer journeys through immersive experiential learning within a New York City-based Fashion & Luxury entity. Key takeaways from this course will include:

• Understanding the role of empathy in defining who the ultimate customer is
• Define the customer journey as the complete sum of experiences that customers go through when interacting with your company and brand
• Understand the interdependence of touchpoints within that journey with customer personas, channels and internal and external factors/players impacting the journey including friction point analysis
• Develop skills to build and execute a journey mapping process within and across organizations of all sizes
• Develop feedback loops

In addition, while all course objectives will differ based on content and project scope, all students who participate in a Stern Solutions course (like this one) will improve their ability to

• Manage people and working environments: We define this as managing interpersonal relationships with teams and project stakeholders.
• Problem-solve: We define problem-solving as framing, scoping, and analyzing an ambiguous problem, and learning how to pivot as needed.
• Deliver research and analysis: We define delivery as the ability to communicate information through storytelling and presentation.

The Fashion & Luxury Solutions course is a required component of the Fashion & Luxury MBA program. Students in the Full-Time and Langone MBA program are welcome to apply. Current students will receive more information throughout the program.