When colleges and universities think about enhancing the ‘customer experience,’ a prime focus is on ways to create positive experiences across all aspects of the institution. Creating positive experiences will not only help retain existing students but can also make them loyal advocates and potentially future donors for their alma mater down the road. What you do today can have a lasting impact. Conversely, what you don’t do can also affect future enrollment, retention, and alumni engagement. Here are four ways to re-engage your students right now to increase their customer experience.
As with any business, a college or university calculates what it costs to acquire a new student, retain an existing student, or lose a student. And while these numbers will vary from institution to institution, something all schools have in common is that these numbers alert them to areas of success and other areas that may require attention. Information informs action. Here’s how to measure student satisfaction and what student feedback is worth.
According to research, 90 percent of smartphone users are enrolled in SMS loyalty clubs with companies they feel like they benefit from being enrolled in their program.[i] More than 50 percent of consumers would rather text for customer support than call if given the option. And 98 percent of adults aged 18 to 29 in the US own a device capable of receiving a text message.[ii]
There is no question whether or not text messaging is a smart way to improve or enhance your customers’ experience. Arguably, SMS is the new normal when it comes to customer service. So, since text messaging customers is becoming more of the expectation, how can you leverage the technology to offer superior service to your students on campus?
Let’s take a closer look at four college campuses that are utilizing SMS technology to elevate the customer experience of their students.
Getting your customers to open your email messages can be challenging enough. But getting your customers to open your email messages and complete a survey can feel impossible for some businesses and institutions.
The email subject line you use for your feedback surveys is what stands between you and your customers’ engagement with your message. Convincingly, 47 percent of email recipients decide whether to open an email or not based on a subject line alone.
If you are in the business of delivering customer experiences, chances are you solicit your customers for feedback. Don’t let your surveys go unanswered. We share what makes an A-rated subject line and then offer some examples that are certain to increase your email survey response rates. Use or adapt these for your next request for customer feedback and see what happens.
It’s a brand-new year. Your students may still be on winter break, but now is a perfect time to motivate your staff around common goals for the upcoming semester.
As certain as it’s 2018, delivering a positive customer experience, or in your case a positive student experience, is probably a top priority. CX usually starts and ends with the people and infrastructures they interact with on a daily basis. Therefore, before students return from their long winter’s nap, here are a few ways you can leverage technology to boost the student experience and get your staff enthusiastic about it.
Motivating your staff at the start of the New Year might be a little easier if you follow these five tips.
In today’s environment with multiple communication channels, using SMS (Short Message Service) or Text Messaging is becoming the most effective way for schools to stay connected with their students. With a 98% open rate and most messages being read within three seconds of sending, there’s no quicker way to communicate with your students.
Prospective college students and their parents take many factors into consideration when they’re choosing between competing universities. They consider the university’s national rankings, its location, the level of prestige it holds, and how well the university fits into their career path. The list could go on and on, but one area that students and parents don’t typically consider is rapidly becoming a keystone of many universities’ financial health: auxiliary services. During difficult economic times, these can generate a great deal of revenue, even amid the stark reality of increasingly tight budgets.
There’s no doubt that real-time feedback results in enhanced insights and improved problem resolution, but does every area of auxiliary services need it?
Student feedback is valuable to have, but prioritizing which areas on campus have the greatest need for a real-time feedback solution may be easier than you think.
Your students’ feedback is your only clear indicator of how well (or not) you’re performing, and you can never have too much of it. In a perfect world, you’d be able to hear the thoughts and suggestions from every student you serve. However, if you can settle for getting as much feedback as possible, the following six ways can give you plenty of food for thought.
Student spending is typically a huge revenue boost for colleges and universities. Food sales in a slump? Crickets chirping in the bookstore? Having to cut service positions because of declining revenue?
This is the reality among campuses throughout the country, and it’s taking a toll on more than just your dining halls and student stores. When students stop buying stuff on campus and take their business to the community or online merchants, it creates a ripple effect: fewer students on campus may reflect poorly on tour groups of prospective students, which could lead to a drop in applicants.