Creating a Customer-Focused University

Thursday, October 27 | 9:10AM–10:00AM | Meeting Room 211A/B, Level Two
Session Type: Breakout Session
Delivery Format: Facilitated Content (e.g., EDUCAUSE Connect) session
Students expect universities to provide the same high level of service they receive from every company they do business with. If expectations aren't met, many are willing to leave. Learn how University of Maryland University College is enhancing its student experience to increase satisfaction, save money, and reduce attrition.


Outcomes: Learn to identify customer experience improvement opportunities *Learn to use research tools to measure student satisfaction *Identify methods to document and share customer opportunities for improvement

Presenters

  • Brian Gnatt

    AVP, Digital Knowledge and Support, AccelerEd

  • Alexa Kim

    Vice President, Customer Service, University of Maryland Global Campus

  • Beth Tanner

    Senior Director, Customer Experience, University of Maryland Global Campus

Resources & Downloads

  • Creating a CustomerFocused University_slides

    4 MB, pdf - Updated on 9/5/2024