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.
Closing the Backdoor and Nailing Shut the Sidedoor: An Admissions Cautionary Tale
Jay Halfond | Professor of the Practice, Boston UniversityRick Singer’s brazen business channeling bribes from wealthy parents to coaches and test proctors has unleashed a wave of self reflection across the academic landscape. The backdoor has long existed—donations…
Power to the People: The Wide Impact of Administrative Self-Service in Higher Education
Christine Blakney | Managing Director of Student Business Services, Texas Tech UniversityTechnology is fundamentally changing the way people conduct business, and higher education is not immune to its influence. Students aren’t standing in line to pay for courses anymore—it now happens…
The Four Abilities: Characteristics Worth Attention in a Tightening Education Marketplace
Matthew Meyer | Associate Vice President for STEM Innovation and Strategic Planning, North Carolina Community College System Anne BaconScanning the higher education marketplace of today, one will notice a conglomeration of institutions vying for a decreasing number of potential college applicants. Community colleges in particular are feeling the…
How eCommerce Best Practices Impact Student Expectations and Enrollment
Jeff Fanter | Vice President for Enrollment, Communications and Marketing Management, Ivy Tech Community CollegeOnline retailing is changing how we shop, work and interact as consumers—and higher education is not immune to its influence. In this interview, Jeff Fanter discusses how eCommerce is changing…
How To Get Students to Engage With Your College Like They Engage With Amazon
Craig Maslowsky | CEO and Founder, New EdeCommerce giants have mastered and remastered the science of leveraging shopper behavior data to engage website visitors and drive sales. Every search entry, page view, click and scroll provides a…
Shifting the View from Dropout to Stopout
Cory Rusin | Student Success Coordinator, Binghamton University“Dropout.” What is the first thought that comes into your mind when you hear this phrase? By definition, a dropout is one who abandons an attempt, activity, or chosen path.[1] The experiences…
Building Next Generation Online Orientation: Personalized and Accessible
Tess Diver | Assistant Director of First Year Experience and Student Engagement, Southern New Hampshire University Mikhaila SchaeferSo often, orientation is a one-size-fits-all firehose of information that may or may not be meaningful to students. When we think about the student experience, particularly for online learners, institutions…