Creating a Culture of Service Excellence Presented to CMU Global Campus By Teri Yanovitch www.retentionstudentexperience.com September 30, 2015
Why Do Customers Leave? ____ Influenced by a friend ____ Poor Service ____ Unhappy with product ____ Lured away by competition ____ Move away ____ Die 9% 68% 14% 5% 3% 1%
Why Does Retention Matter Prestige, image and brand Social, moral and ethical reasons Financial viability
Experience Product
Education Leaders recognize the “student experience” is the new competitive battleground
“Inculturating” Service Excellence
Who are your customers?
Internal Service
External Service
The Service Experience Processes Lens of Student Service Environment Service Delivery Student/ Customer
Lens of the Student/Customer Identify with the emotions first, then meet the needs.
Service Map/Touchpoint Opportunities Mediocre: Excellent:
Service Map Process: Purchase at Book Store Browse thru shop 1 2 3 Browse thru shop Enter Book Store Ask for book to purchase 6 5 4 Receive change and/or receipt Wait in line at register Pay employee 7 8
The Service Experience “Everything Speaks” Processes Service Environment Student/ Customer Service Delivery 14
Everything Speaks ENHANCERS DETRACTORS
The Service Experience “Create a WOW” Processes Service Environment Student/ Customer Service Delivery 20
Create a WOW Treat students/customers as individuals It’s all in the details Consistency builds TRUST
The Service Experience Processes Service Environment Service Delivery Student/ Customer “Make Easy to do Business” 23
“We are what we do repeatedly; therefore, excellence is not an act, but a habit.” Aristotle
Creating a Culture of Service Excellence Presented to CMU Global Campus By Teri Yanovitch www.retentionstudentexperience.com September 30, 2015