shopify analytics ecommerce

Week 2 (Sept 20): The Foundations of Experiential Marketing

Berry, L. L., L. P. Carbone and S. H. Haeckel (2002), “Managing the Total Customer Experience,” MIT Sloan Management Review, Spring 2002.


Richardson, A. (2010), “Using Customer Journey Maps to Improve Customer Experience,” Harvard Business Review,


Dias, J. O. Ionutiu, X. Lhuer and J. van Ouwerkerk (2016), “The Four Pillars of Distinctive Customer Journeys,” McKinsey & Company, 

Week 7 (Nov 1): Designing Identity Experiences

Giesler, M. (2016), “Who is Re-Designing Your Sleep?” The Huffington Post


Giesler, M. (2016), “Tesla’s Chief Driver of Success: Masculinity”


Haskins, S. “Target Women: Feeding Your F---ing Family,”

Week 8 (Nov 8): Space, Place, Servicescapes

Ali, N., M. Halme, B. Lanre, S. Narang and F. Zahid (2016), “Redeising Retail into a Destination,”

Gutierrez, S., A. Johar, C. Lillo, A. Singh, and S. Sourtzis (2016), “How Eataly has Redefined the Third Place to Create a New Customer Experience,”


Cayaba-Ma, C., Y. Chu, M. Jurgens, P. J. Mathews and A. Sefton (2016), “Redesigning Emergency Rooms into Experience Rooms,”

ATTENTION: This lecture will be held in the form of an observational field exercise at Yorkdale Shopping Centre (Afternoon Class) & CF Eaton Centre (Evening Class)