Excellent observation, Maritzza. It can be a challenge to manage the multiple touch points that your customer comes in contact with on a daily basis. I get the sense that your institution tries it's best to keep everyone on the same page and offer transparency to all departments regarding the service provided.
Normally companies manage their touchpoints in different areas such as marketing, distribution, communication, service, public relations, investor relations or human resources. Due to specialisation, it involves the challenge of developing the contact points in a 360 degree view. So every time we have the opportunity to come face to face with someone we strive to give them the information we provide to bring new students to our school.
Thanks for sharing, Jordan. Sounds like you're pretty happy with the external touch points that your school has in place already, that's great. How have your external customers responded to these touchpoints?
We have a website and facebook and honestly we dont have to inporve because I think that our ways of external touch points do exactly what they need to do .
Web sites, program literature, informational sessions are a few examples of touchpoints
Great point Christine. Technology has changed the way our students get information and it sounds like your school is adapting to those changes by being online. We can continue to adapt and change to meet those needs further by taking the initiative to come up with more ideas.
Hi Rosemary. You are exactly right about those external touch points. What specifically can you do in regards to audiences like your staff or alumni?
The feedback we receive from potential students usually comes initially from our website. Our internet connections are very strong, in which many people find us online more than any other way of advertising. I think if we utilize more online services like immediate customer service chat response it may increase our sign-ups for our programs.
Our external touch points are numerous outlets, from subway ads, our website, and our staff and alumni members.
These touch points may be improved by being more informational (regarding the subway ads), and also more present (going to more festivals, community affairs, or conferences).
Our external touch points are numerous outlets, from subway ads, our website, and our staff and alumni members.
These touch points may be improved by being more informational (regarding the subway ads), and also more present (going to more festivals, community affairs, or conferences).
Being more visible in your community through your website, social networking efforts, and even signage is definitely a way to increase your presence in the community, Tom. I'm curious, if you have the opportunity to increase your presence in all of these ways, what specifically will you to do ensure that each of those touch points impacts your customer in a positive way?
Since I am just starting with this school, it seems that we only have our website as the key touch point. The website is very inclusive and informational, but I feel that we need to get more external touch points such as more advertising and networking through social network sites. As this school is actually moving to a new visible and amazing location, I am looking forward to seeing how even the new signage at the busy intersection we will be accenting our presence.
One thing you bring up Breanne are the multiple ways in which your school communicates information too. It is valuable to offer options for those who are more visual, auditory and kinesthetic. Great work!
It's not surprising to hear that the website is your biggest customer touch point, especially with technology today. What are some examples of the great customer service you provide via your website?
For our school, our website is our biggest external customer touch point, it gives valuable information as well as some video to our school and what we are about. In our lobby area we have a binder which shows all about our school, and when our admission rep take our prospective students on a tour we have a list of students who have graduated and who are already working. We are planning on adding more information to the website as well as more information on our tour boards.
Hi Susan,
It sounds like you have already been part of discussions to improve your customer touch points, that's great! In addition to adding success stories to the website, what other ideas might you suggest to the Retention group?
Best of luck!
It was interesting to learn that the website is such an important influence to a potential student. Our Retention group have discussed adding success stories to our website and also in a display book in our admissions office.
