1. sydneytafe.edu.aureal skills, endless possibilities Leadership Forum You tell us that every step of your customer experience and learning journey helped you succeed” (Strategic Directions 2015 p.5) “You tell us that every step of your customer experience and learning journey helped you succeed” (Strategic Directions 2015 p.5) 26 March 2014, Ultimo College

2. sydneytafe.edu.aureal skills, endless possibilities Registration, lunch & networkingCustomer Project – Part 2 Fran Cane, Deborah Achelles & Julie Taylor Welcome & Update David Riordan, Institute Director Navigating the customer experience Tina Renshaw Customer Experience Project Part 1 Alison Housego Steve Baty, MELD Feedback Tina Renshaw Afternoon TeaClose

3. sydneytafe.edu.aureal skills, endless possibilities Welcome and update David Riordan, Institute Director

4. sydneytafe.edu.aureal skills, endless possibilities Customer Experience Project - Part 1 Alison Housego, National Marketing Manager, Marketing Services & Steve Baty, MELD

5. sydneytafe.edu.aureal skills, endless possibilities Customer Experience Redesign Project Why focus on customer experience? Mapping of the customer journey – a project conducted by Meld Studios with Sydney TAFE Outcomes for Sydney TAFE and our customers Questions

6. sydneytafe.edu.aureal skills, endless possibilities

8. Sydney TAFE Customer Experience Mapping Part 2 – Future state Introducing Meld Studios Steve Baty

9. sydneytafe.edu.aureal skills, endless possibilities Afternoon Tea Visit Lynda.com, Skillslocker & Class Materials resources table

10. sydneytafe.edu.aureal skills, endless possibilities Download ‘The Buzz’ to your tablet or smartphone, visit: www.sydneyintstituteonline/thebuzz

11. sydneytafe.edu.aureal skills, endless possibilities The Customer Experience - Part2 Fran Cane, Deborah Achelles & Julie Taylor

12. sydneytafe.edu.aureal skills, endless possibilities Web course content project To increase visibility, content and lead generation of Sydney TAFE website

13. sydneytafe.edu.aureal skills, endless possibilities How? Optimise content for search engines (SEO) Provide and create rich content Enhance course information Enhance career landing pages (CLPs)

14. sydneytafe.edu.aureal skills, endless possibilities Optimise content for search engines (SEO) to: more visible to prospective students increase traffic improve customer experience become more competitive

15. sydneytafe.edu.aureal skills, endless possibilities Enhance course information to: help inform decisions ensure leads are qualified engage prospective customers quality and consistency of information

16. sydneytafe.edu.aureal skills, endless possibilities Provide and create rich content to: attract and engage prospective customers increase visual appeal of website increase SEO ranking increase ‘content library’ for re-use

17. sydneytafe.edu.aureal skills, endless possibilities Enhance career landing pages to: articulate career pathways showcase career opportunities/outcomes increase desirability of courses create a competitive edge

18. sydneytafe.edu.aureal skills, endless possibilities SEO Enhance course information Rich content Career landing pages Increase site traffic Increase qualified leads Increase enrolments Grow database Increase Sydney TAFE awareness Communicate career pathways Web Content Project

19. sydneytafe.edu.aureal skills, endless possibilities Career landing page photos/video strengths/experience links to courses essential info related news/events

20. sydneytafe.edu.aureal skills, endless possibilities Nurturing communications 50,656 emails sent up to a 78.6% open rate 27% of prospect enrolled

21. sydneytafe.edu.aureal skills, endless possibilities Timetables project Deborah Achelles, Manager Student Services & Customer Services

22. sydneytafe.edu.aureal skills, endless possibilities How? Consistent format for timetables & orientation/start dates Student Services manage collection Web Services manage enhancement of back-end systems (i.e. FISH)

23. sydneytafe.edu.aureal skills, endless possibilities Class Materials project Julie Taylor, Project Manager Education Materials

24. sydneytafe.edu.aureal skills, endless possibilities 2015 Strategic Directions Our graduates are highly satisfied with the overall quality of their experience with us With a increasingly competitive environment Sydney TAFE branding and identity needs to be strong

25. sydneytafe.edu.aureal skills, endless possibilities Class materials Project is focused on developing teaching material that reflects our professional approach to teaching Materials have strong branding Team: academic writers, content editor, graphic designer and project liaison officer

26. sydneytafe.edu.aureal skills, endless possibilities Templates have been designed to include relevant information post ASQA audit Resources ensure a consistent delivery of the qualification across the institute The content is the essential information for the unit and each teacher will add their own delivery style

27. sydneytafe.edu.aureal skills, endless possibilities Navigating the customer experience - Activity

28. sydneytafe.edu.aureal skills, endless possibilities Feedback Tina Renshaw, Fran Cane, Deborah Achelles, Julie Taylor

29. sydneytafe.edu.aureal skills, endless possibilities Close