Guidelines for Student Persistence

Guidelines for Student Persistence

Customer Experience Management: A Concept in the Business World

Broadly defined, in the business world, Customer Experience Management is the process of managing the events and personal interactions that make up a customer’s experience.  By looking outside of itself, an organization gains valuable insight into the customer’s perspective.  This process determines customers’ experience by managing “touch points with all who come in contact with a customer.”  Customer Experience Management is the process that successfully builds brand loyalty and repeat business.

Relational Experience Management (REM): An Emerging Concept in Higher Education

Customer service is not a traditional concept in most higher education institutions.  While faculty may acknowledge there is a place in the higher education for customer service, it is certainly not in the realm of teaching and learning.  Instead, faculty will more readily acknowledge the student experience in higher education and their role in adding value to the student experience by intentionally crafting policies and practices that channel students’ energy to the activities that matter to student learning.

Faculty recognize the effectiveness of “experiential learning” and the role it plays in improving the student academic experience.  Students desire such learning and are even entertained by it. Learning has become more sensory:  it is visual as well as tactile; it is interactive.  The traditional classroom lecture is being replaced with hands-on learning, field study, outside speakers, technology and other interactive means to convey concepts and engage students.

These are types of experiences students today have come to expect and educationally effective colleges and universities have come to recognize that what students do in college matters as much as anything else in terms of their educational success.  Students who participate in collaborative learning activities such as service-learning, coherent first-year programs, peer tutoring and senior capstone projects are more likely to persist and succeed, especially when these programs and practices are well conceived and delivered in an effective, coordinated manner.

Collaborative Learning as REM

Collaborative learning is one example of managing the student experience and the relationships built as a result of these experiences.  In the ways and means described above, it becomes apparent that relational experience management takes shape differently given the faculty perspective on teaching and learning.

What Faculty Members Can Do To Influence Student Persistence

A variety of strategies have been devised to support REM.

A series of briefs providing useful suggestions for promoting student success and persistence can be found at: DEEP Practices Briefs

Faculty should focus attention on:

  • Chickering, A.W. + Kuh, G.D. (2005)  Promoting student success: Creating conditions so every student can learn.  Occasional paper No. 3
  • Kezar, A.J. (2005) Promoting student success:  The importance of shared leadership and collaboration.  Occasional paper No. 4
  • Kinzie, J. (2005) Promoting student success:  What faculty members can do.  Occasional paper No. 6
  • Jacobs, B.A. & Schuh, J.H. (2005)  Promoting student success:  Using financial and other resources to enhance student success.  Occasional paper No. 7
  • Schuh, J.H. + Kuh, G.D. (2005) Promoting student success:  What department chairs can do.  Occasional paper No. 10
  • De Sousa, D.J. (2005) Promoting student success:  What department chairs can do.  Occasional paper No. 11
  • Cambridge, B.L. (2005)  Promoting student success:  What new faculty need to know. Occasional paper No. 12
  • Manning, K. & Kuh, G.D. (2005)  Promoting student success:  Marketing place matter to student success.  Occasional paper No. 12