National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential...
-
Upload
juliette-havey -
Category
Documents
-
view
215 -
download
0
Transcript of National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential...
![Page 1: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/1.jpg)
National study revealshidden pre-enrollment service
breakdowns that are costingcolleges potential enrollments
July 2013
![Page 2: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/2.jpg)
Great news
![Page 3: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/3.jpg)
Not sogreat news
![Page 4: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/4.jpg)
Terrificopportunit
y
![Page 5: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/5.jpg)
Pre-EnrollmentService
![Page 6: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/6.jpg)
WH
AT I
WA
NT
HO
W I FE
EL
![Page 7: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/7.jpg)
Great customer service:
Do
Don’t
Competitive advantage
You will negate perceived strengths in other areas
![Page 8: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/8.jpg)
Let’s meet Kayla.
She’s going to pop in
and out of our story
today.
![Page 9: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/9.jpg)
Here’s Mom and Dad.They’re
alongfor the ride.
![Page 10: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/10.jpg)
![Page 11: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/11.jpg)
Banks
Dept StoresUSPS Utilities
Colleges
Wireless
Overall Satisfaction
HotelsColleges
![Page 12: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/12.jpg)
False Assumption #1:“Our pre-enrollment service is fine.”
Fact:Over 70% of colleges over-estimate their level of pre-enrollment service delivery.
![Page 13: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/13.jpg)
![Page 14: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/14.jpg)
53%
Influenced by pre-enrollment service
![Page 15: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/15.jpg)
“Based on the University’s service alone I chose not to attend.” “The time and effort put into recruiting our child was very impressive.” “I put the college, which I had not heard of before, at the top of my list.” “Very positive impact. Much more student centered then others.” “Each experience made us more comfortable and satisfied with our decision to attend.”Q
UO
TES
![Page 16: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/16.jpg)
55%Question college’s commitment to providing high level of service.
![Page 17: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/17.jpg)
![Page 18: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/18.jpg)
![Page 19: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/19.jpg)
![Page 20: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/20.jpg)
![Page 21: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/21.jpg)
WeAdd
Stress
![Page 22: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/22.jpg)
How? Slow to offer/reject admission
Poor communication
Burdensome processes
Unresponsive admissions reps
Not being honest/accurate
Bad organization
![Page 23: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/23.jpg)
How WeRelieveStress
Good communication
Help in planning
Well executed tour
Responsive reps
Easy application
Sincere interest
Prompt decision
![Page 24: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/24.jpg)
Cause For ImmediateRejection
Facilities, dorms, grounds in disrepair
Rude, unfriendly students
Uncaring admissions reps
Inept tour guide
Disinterest in us/our child
Disorganized visit experience
![Page 25: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/25.jpg)
Aid!
“… make sense of a very confusing process.”“… be honest.”“… how can I afford it?”“… provide deadline reminders.”“… be upfront.”“… provide workshops to help us understand!!!”“… tell us how to manage our money so we can afford college when it comes.”
![Page 26: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/26.jpg)
![Page 27: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/27.jpg)
3 in 10say yes.
Did your most recent
experience have any influence
over your enthusiasm for
attending?
![Page 28: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/28.jpg)
How would you characterize your most recent experience with the college?
58%
![Page 29: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/29.jpg)
Was there a specific, isolated
experience with the
college that was pivotal
in your decision to
attend or not attend?
3 in 10say yes.
![Page 30: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/30.jpg)
![Page 31: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/31.jpg)
False Assumption #2:
“We really don't get many complaints about our pre-enrollment service, so we must not have a problem.”
Many students and parents do not explicitly complain, even though they have legitimate complaints. They don’t know where to complain.
Fact:
![Page 32: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/32.jpg)
1 in
10experience problems
![Page 33: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/33.jpg)
![Page 34: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/34.jpg)
![Page 35: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/35.jpg)
![Page 36: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/36.jpg)
![Page 37: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/37.jpg)
Was there a point when you felt that the college had taken a personal interest in you?
![Page 38: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/38.jpg)
![Page 39: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/39.jpg)
At the beginning of your college selection experience, did you view the college as having a unique reputation or brand identity?
![Page 40: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/40.jpg)
Did your view of the college’s reputation or brand identity change as a result of the interactions you had with them during the college selection process?
![Page 41: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/41.jpg)
False Assumption #3:“We have initiatives that are a higher priority than measuring pre-enrollment service delivery.”
Colleges that give pre-enrollment service delivery the highest priority are more successful than those that don’t.
Fact:
![Page 42: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/42.jpg)
CASEIn Point
![Page 43: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/43.jpg)
Opportunity?Differentiati
on!
![Page 44: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/44.jpg)
The Road Ahead
![Page 45: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/45.jpg)
First, find your number.
7.38.26.4
![Page 46: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/46.jpg)
![Page 47: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/47.jpg)
Make itpersonal
… attentiveto the feelings of
students and parents
![Page 48: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/48.jpg)
It starts here
![Page 49: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/49.jpg)
Security getsinvolved
![Page 50: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/50.jpg)
Walk in their shoes
![Page 51: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/51.jpg)
![Page 52: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/52.jpg)
CommitmentFrom everyoneon campus
![Page 53: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/53.jpg)
Start with the big dog.
![Page 54: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/54.jpg)
Adopt a micro to macro approach to improving
customer service.
Don’t make it too complex. Take little steps toward the
over arching goal.
Communicate with and encourage others.
![Page 55: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/55.jpg)
The Red Folder
![Page 56: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/56.jpg)
Director ofFirst Impressions
![Page 57: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/57.jpg)
Discussion
![Page 58: National study reveals hidden pre-enrollment service breakdowns that are costing colleges potential enrollments July 2013.](https://reader038.fdocuments.net/reader038/viewer/2022110304/55180d495503468c438b4661/html5/thumbnails/58.jpg)
www.longmire-co.com • (913) 492-1265
Measure your pre-enrollment service scores.