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.
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 UniversitySo 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…
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…