Customer Service
Today’s students are non-traditional: adults who are working part time and experienced consumers. They expect more from their institutions than classrooms and books. They expect a level of customer engagement that matches the experiences they’ve had elsewhere.
Making the Most of Limited Time: How to Improve Persistence Rates of Part-Time Students
Christina Hubbard | Director of Strategic Research, EABAs a result of higher education’s push to improve accessibility, a broader and more diverse student population is enrolling than ever before. Rather than fully committed 18-year-olds fresh out of…
Improving the Student Experience through eCommerce: Best Practices for Higher Ed
Lisa Slavin | Assistant Vice President of Enrollment Management, Massachusetts Bay Community CollegeOnline shopping is increasingly the norm for people buying books, groceries, clothing and everything in between. According to Lisa Slavin, the familiarity that individuals have with online platforms like Amazon…
Creating a Champagne Experience on a Beer Budget: Delivering on Modern Learners’ Customer Service Expectations
Heather Chakiris | Chief Student Experience Officer, UCLA ExtensionIn my experience, students’ expectations of what the university should be delivering varies greatly—especially in continuing education, because we serve such a large and diverse audience. Some adult learners have…
Just-in-Time Education: Student Expectations in a Digital World
Edward W. Finn III | Liaison for Innovation and Collaboration in Teaching and Learning, Associated Colleges of the MidwestA while back, I received a package from Amazon in the mail and realized that I had misread the description. Within 10 minutes, I had a new shipping label, return…
How Student Champions Can Drive an Effective Mobile App Strategy
Jessica Weaver | Student Employee in the First Year Experience Office, Saint Leo UniversityIf you’re not communicating with students on mobile, you’re probably not communicating with students at all. That’s the reality of today’s higher ed campus. Students are tied to their mobile…
Should Universities Be More Like Amazon?
Emily Joy Bembeneck | Associate Director of Pedagogical Innovation in the Graham School of Continuing Liberal and Professional Studies, University of ChicagoI was recently asked to imagine how universities could better serve students with lessons taken from major online experiences like Amazon. The question led me to consider what it is…
Convenient. Affordable. Finish Strong: Four Best Practices to Drive Adult Student Success
Randy Canivel | Director of the Flower Mound Learning Center, MSU-TexasWho, What, Where, and Why? Accessibility to institutions of higher education is becoming a top priority for those wanting to complete a bachelor’s degree. Academic partnerships with community colleges and…