EXperience Superior In This Environment
EXSITE! Superior: What is it?
EXSITE! Superior is a relational experience management module (REM) based on customer service principles within the higher education environment. This module consists of various tools and approaches which can be used by departments and units interested in identifying their stakeholders expectations in order to target and manage relationships impacting stakeholder experiences.
Directions for use: The EXSITE Superior module is a relational experience management module designed as a “plug-in” to your department or unit’s strategic and/or annual plan.
Faculty and academic departments will want to focus on effective policies and practices for working with students of different abilities and aspirations as the relational experience management component to the strategic and/or annual planning process. This information is found in the following sublinks:
Non-academic departments and units will want to use this module in its entirety and progress from link to link, depending on user needs.
These links provide the framework for identifying the role non-academic departments and units play in student persistence and retention.
The following links assist departments and units in identifying: “Who Are Our Stakeholders” and “What do our Stakeholders want”. The remaining links are for use in identifying: 1) stakeholder’s needs and expectations and 2) assessing service delivery. These two components comprise the relational experience management module. A number of strategies are presented for each component of relational experience management. Departments and units should review the remaining links in detail to determine which ones best fit their needs.
- Who are our stakeholders?
- What do our stakeholders want?
- The Service Planning and Improvement Cycle
- The Cycle of Service
- Stakeholder research
- Other methods for understanding customers’ expectations
- Key points
- Presenting the findings
- Prioritizing improvement opportunities
- Using the ‘high-low importance/easy-difficult to fix’ matrix
- Using the SMART criteria
- Transaction based surveys
- Mystery shopping
- Questionnaire surveys
- Structured interviews
Colleges and universities nationwide are experiencing issues related to student persistence and retention. Consider the following observation from Neal Raisman, Ph.D.. Dr. Raisman is Chancellor at Briarcliffe College in New York. He is also president and founder of Academic MAPS (marketing, advertising and positioning) a leading firm providing customer service solutions for colleges’ enrollment and retention-winning advertising/marketing solutions.
In the follow-up book to his best selling book Embrace the Oxymoron* Raisman explains how students decide to attend and stay or leave a college based upon academic customer service. “After assisting over 240 schools in the U.S., Canada and Europe and listening to 1000’s of students, one thing is absolutely clear” Raisman says. “Students and their parents have a consumer approach to education starting with bargaining over the tuition sticker price all the way through a collective set of expectations for a return on their emotional and financial investments. Today’s students expect a greater level of service than ever before. And if they don’t get it, they’re off to another college down the road or on-line.”