It’s no surprise that the landscape of higher education is different today than it was a decade or even five years ago. Colleges and universities are kept on their toes anticipating and meeting the evolving needs of their students. As a conduit for improved student engagement, increased revenue, and streamlined operations for higher education auxiliary services, we have seen, first hand, the challenges and opportunities facing today’s college campuses. Being in the business of CX (customer experience) technology gives us a unique perspective on the latest trends impacting higher education in 2020 and beyond. Here are the six trends in higher education to watch in 2020 and our take on what you need to know from the perspective as a leader in auxiliary services.
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.
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.
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.
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.
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.
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.
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.
Collecting customer feedback is a relatively straightforward process but knowing how to do it correctly and efficiently is another matter altogether. Regardless of what this feedback is intended to capture, there are several common mistakes that people can make when creating surveys if they’re not careful.
Delivering a quality customer experience doesn’t have to be overly complicated. And, in fact, automation at specific touchpoints can go a long way in delivering a superior customer experience and reinforcing your brand values. Here are four examples of automated replies to customer feedback you can use to enhance the customer experience.