I definitely agree with potential students wanting the ability to browse our website. It is the easiest form of discovery. I have brought my concerns to my leadership.
I get the sense that you are utilizing many touch points but could potentially maximize them to reach different audiences. While some people may want to receive a text or email, others might want the ability to browse the website. How and to whom can you communicate your suggestions for the website?
You bring up valid points. With the millennial generation connected to technology and more people than ever utilizing smart phones for instant information, it benefits any organization to have an up-to-date website. Is your school utilizing social media to communicate the current information?
I think our web-site could be improved. It is not often updated and could be better utlized at each individual campus. Because we are part of a large corporation of schools, it often takes a long time for updates. I would love to see each campus in control of their individual web page. We would then be able to personalize our campus information to include more recent grad success stories and perhaps a monthly newsletter with information about our Instructors and special volunteer events we may be doing. For example,last month we held a benefit for the ONE Fund in Boston. I wish we had been able to post a story about that on our web-site. Those kinds of stories are fantastic opportunities to attract students and clients for our Student Therapy Clinic.
I believe our first point of contact is made by our advertising, which is minimal. We advertise primarily on Pandora radio which is a great source of getting our brand to the public, and then our contact is made by our internal representatives. We are using many resources including text messages, email and our website. It is my opinion that our website could be improved since we do not have any current graduate success stories added, or have any recent updates to staff additions so it makes our organization look dysfunctional.
We currently use Facebook to keep in contact with graduates, however I think it would be a great tool for marketing and keeping up with prospective students; only on a secured page. We do not want to cross the line with fraternization policies.
Thanks for your post! How do you think your email or call impacts the student?
When my student has graduated I keep in touch by email and calling the to check there status to make sure that they are on the right track.
Thank you for your post Patricia. I get the sense that you're doing a lot to provide the highest quality customer service to your students. What are some specific methods or touch points that you do to provide that high level of service?
My schools external customer touch points would be making sure our students and clients are satisfied to best of our ability. Teaching our students the highest quality of customer service.
Our institution is quite good on the customer service touch points, however there is always room for imorovement and I think two of the areas is a little more training on 'personized' care rather than the 'checklist' of things to do. The second, because they utilize 'dress-down" days as a way to get contributions for worthy ventures sponsored by the school, I still think that the 'dress down' should be a little more standard like school shirts or something, I always favor a professional look by staff
Kathryn, thanks for sharing this. So it sounds like you use surveys to find gaps, if any, and then you make sure to followup with people to show the improvements. That's a great idea.
Dr. Jean Norris
Surveys during and after each process help to access important pieces of information/customer service needs that are being missed or can be improved. It's also to respond to these in a timely fashion, and make improvements where appropriate!
Thanks for sharing your experience here. I wonder, how have your external customers responded to these touchpoints?
Dr. Jean Norris
The advisory board is in charge when it comes to improving our business this is our external customers . we value and implement their opinions
Pamela, what a great idea. Making sure you external customers involved in events will surely engage them. This is just another way to allow them to feel a part of the college.
Dr. Jean Norris
We have advisory boards for each of our departments. THEY are our external customers and we encourage their participation in every venue relating to the college.
We use a variety of techniques for those who don't wish to participate in the Open House events. Just one example, we can go to them! Visiting high schools or events within the community like state fairs, etc. is always a good way of getting information across to those that aren't taking initiative to come to us!
Gina, I love this. Using the "Open House" technique is a really great tool to get community members to see or visit your school. It allows more people to hear about it and perhaps answer questions and get some new students. I wonder, is there anything that you do for those who don't feel the need to come in for a face-to-face visit?
Shannon Gormley
One example of our school's touch points is an "Open House." Inviting the community, high-school students, and other potential future students onto our campus - providing short educational sessions about each program as well as departments such as Career Services & Financial Aid.
