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.
Establishing Culture and Prioritizing the Personal Touch to Deliver a Great Online Experience
Audrey Penner | Vice President of Academic and Student Success, Northern CollegeFor many centuries we have equated postsecondary education (PSE) with ivory towers and brick walls, set in idyllic, tree-lined campuses, with peaceful sitting areas. We have had this picture presented…
Continuing Education Departments as a Portal to the Greater University
Amy Wartham | Director of Corporate Training, UNC CharlotteThe world economy has become increasingly dependent upon a highly educated workforce, and the world in which we work today is constantly changing. Continuing education is now required for many…
Three Lessons Higher Education Leaders Can Learn From Hospitality Management
Eric M. Friedman | Senior Vice President for Academic Affairs, Hudson County Community CollegeOver the years, it has occurred to me time and time again that I have benefited from my early work and the lessons learned in hospitality management. These experiences provided…
Helping University Staff Contribute to Student Success
Patrick Guilfoile | Provost, University of Wisconsin-StoutStudents interact frequently with staff members at higher education institutions to obtain critical information about financial aid, housing, library services, student organizations, dining services, records and registration, advising, and many…
Two Birds with One Stone: Staff Satisfaction and the Student Experience
Cathy Sandeen | Chancellor, University of Wisconsin Colleges and ExtensionDelivering an industry-leading student experience—one that matches the kind of experience students get from retail leaders like Amazon—is a high priority for college and university leaders across the United States.…
Leveraging Technology to Drive Student Intelligence and Deliver a Great Student Experience
Matt Deal | Information Services Manager for Extended Academic Programs, UNC CharlotteEngaging with students is more important today than ever before—students of all ages are experienced online shoppers who have been exposed to industry best practices from companies like Uber, Amazon…
Beyond Lip-Service: Developing an Infrastructure to Deliver a Great Student Experience
Dan Bellone | Director of Marketing for University Extension, California State University, East BayThe hallmark of an experience-driven organization is shaping the institution—from the level of service delivered to the processes and workflows that underpin institutional management—to meet and exceed the expectations of…