Why You’re Losing Student Enrollment to Your Competition

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It’s probably safe to say that one of the primary business goals of any institution of higher education is to increase enrollment and retention rates. After all, as a business, your students are your customers. Being able to continuously attract your ideal student is not only paramount to your growth, it’s what affords you the ability to empower the next generation of professionals and leaders.

The New Ways the Healthcare Industry is Revolutionizing the Patient Experience

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It’s not often the case that patients enter a hospital for overwhelmingly positive reasons.

However, whether they’re there to resolve a long-standing illness or to manage the symptoms of an ongoing condition, there are ways to revolutionize their experience for the better.

Using new technologies, the healthcare industry is starting to redefine what it means to be a patient. If you’re a hospital director, ward manager, or staff member, you may want to learn more about how these changes are taking place.

The CX Opportunities at Airports that Could Increase Traveler Delight

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Whether your customers are taking a domestic flight or they’re heading abroad, they’ll probably find their airport experience exciting.

At the same time, there are plenty of opportunities for it to become stressful. From the crowds to waiting in lines, there are lots of ways Customer Experience (CX) can head on a downward spiral when flying. Fortunately, advances in technology mean you can create CX opportunities that increase traveler delight.

What Students Want on College Campuses

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The world of higher education is changing. From how students prefer to learn to the type of experiences they want, and how much they are willing to pay for a degree, colleges are in a continuous state of evolution to keep up with the preferences of their ideal students.

Adopting the best practice of soliciting and acting upon student feedback ensures colleges and universities can keep a pulse on what students want on their college campus. Generally speaking, here is what we know right now in terms of what students want on college campuses.

How the Best Hospitals Collect and Track Real-Time Patient Feedback

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Patient satisfaction isn’t just an interest for top medical facilities, it is one of the highest priorities so that hospitals can improve upon the quality of the care they provide.

While patient satisfaction is not necessarily uniform in how it is measured or acted upon across facilities, states, and countries, it is collectively viewed as a valuable metric to identify gaps in patient care and opportunities for improvement.

Here are just a few examples of how the best medical systems collect and track real-time patient feedback.

9 Strategies to Promote Customer Feedback

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Everyone business should theoretically aspire to design a product or service so revolutionary and so meaningful that it will blow the competition out of the water resulting in hoards of customers pouring through their doors. (Wouldn’t that be nice?)

For better or worse, something akin to this is only possible when a company fully understands their customers, their wants and needs, their hopes and aspirations, as well as any pain points they may have.

California State University, Northridge Launches New Customer Satisfaction Program

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What do you do when you look at your operations and think, “How can we do this better?” That’s exactly what Mike Lennon, Associate Director, Campus Dining of The University Corporation (TUC) at California State University, Northridge (CSUN) thought a year and a half ago.

Mike was interested in finding a way to improve customer service operations, primarily in locations that did not staff in-person resources, such as vending machines and bathroom facilities. He saw an opportunity to implement a customer satisfaction program to help ensure that heavily utilized services like vending machines and restrooms were incorporated into the overall mission to deliver an exceptional campus experience for all students and staff.

Why Colleges Need to Embrace Social Listening

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For those of us who don’t know, social listening is the process by which someone is searching online sources, be it blogs, websites, the news, and, of course, social media, for any mentions or conversations that would be of any interest for that person.

In other words, social listening is not only about looking at what people are saying to you, but also about what people are saying about you. Simply put, social listening is a form of gathering feedback without having to ask for it. And to put it out there, social media monitoring only deals with what people say to you, whereas social listening does both.

How to Personalize the Customer Experience

It’s been well established and confirmed that excellent customer service can provide numerous benefits to a company. By delivering a well-implemented and personalized customer experience, that business can almost guarantee that their customers will return over and over again. Here are three examples of how to achieve a great personalized customer experience.