This document discusses improving customer experience for a school. It defines customer experience as the complete experience from a customer's perspective. It outlines the customer journey from research to follow up after attending classes. Improving customer experience can increase revenues through higher retention rates, reduced marketing costs, and fewer complaints. The document recommends understanding what matters to customers, putting oneself in their shoes, being proactive about delighting customers at all touchpoints, and continuously measuring and improving the experience. Measuring net promoter scores is presented as a way to gauge customer satisfaction. Improving customer experience can result in higher returns through more customers staying, being less price sensitive, and providing positive word-of-mouth.
Consumerism and Product Quality is a hot topic now. Product Quality affects the buyer behaviour to a large extent. Consumers are concerned about quality these days and are even shifting to green consumerism.
A project I worked on during the summer of 2010 for VisionDirect.com. These are the slides that went along with my oral presenation to the Drugstore.com team
Consumerism and Product Quality is a hot topic now. Product Quality affects the buyer behaviour to a large extent. Consumers are concerned about quality these days and are even shifting to green consumerism.
A project I worked on during the summer of 2010 for VisionDirect.com. These are the slides that went along with my oral presenation to the Drugstore.com team
Learn how you can use email to increase loyalty, take advantage of cross-sell opportunities, and keep members informed about the status of their accounts.
Maria Del Amo and Steve Miller presented in a webinar sponsored by NAFCU Services new strategies to onboard new members. We took a look at current trends in the creidt union space and offer insight on how to maximize Credit Union's communications efforts to attract, retain and grow their membership.
Great Expectations Retention Workshop2derekfmartin
Skills based workshop on Customer Retention. Why its important, how to measure it, and the tactics to drive a defensive and offensive strategy designed to optimize customer loyalty and revenue.
SpotOn is like a Swiss Army Knife for small businesses. It's a full-featured loyalty and marketing platform that makes it fast and easy to increase customer loyalty and grow your business. SpotOn does all the work of collecting customers data so you can get back in touch anytime. In just a few clicks, you can craft and send beautifully-designed marketing campaigns to your customers via email, mobile, and social media.
More Than A Logo: How Market Research and Brand Cultivation Impact AdmissionGene Begin
Rebranding an institution's messaging and identity is a highly complex yet critically important endeavor that impacts the entire organization. Successful results require thoughtful market research, community-wide input, focus groups with prospective audiences, and organizational partnerships. Explore data-driven methods and gain valuable insights on how one college used all of these approaches and more to navigate a complex brand dilemma.
Better Business Bureaus June 2019 Market Monitor includes stories on an Appliance Repair Firm, BBB's Spark Award, a dues increase and BBB's Celebration of Integrity.
Email Marketing, Connecting the Dots at Dreamforce 2014Michael Helfin
Features:
Sr. Digital Marketing Director, Lydia Colaresi
And CEO of DEG Digital Advertising Agency
They cover engagement through email marketing best practices, growth tactics, and some email basics used by companies like Live Nation, TicketMaster, Levy's and more.
This slide was presented live at Dreamforce 2014 hosted by Salesforce.
Learn how you can use email to increase loyalty, take advantage of cross-sell opportunities, and keep members informed about the status of their accounts.
Maria Del Amo and Steve Miller presented in a webinar sponsored by NAFCU Services new strategies to onboard new members. We took a look at current trends in the creidt union space and offer insight on how to maximize Credit Union's communications efforts to attract, retain and grow their membership.
Great Expectations Retention Workshop2derekfmartin
Skills based workshop on Customer Retention. Why its important, how to measure it, and the tactics to drive a defensive and offensive strategy designed to optimize customer loyalty and revenue.
SpotOn is like a Swiss Army Knife for small businesses. It's a full-featured loyalty and marketing platform that makes it fast and easy to increase customer loyalty and grow your business. SpotOn does all the work of collecting customers data so you can get back in touch anytime. In just a few clicks, you can craft and send beautifully-designed marketing campaigns to your customers via email, mobile, and social media.
More Than A Logo: How Market Research and Brand Cultivation Impact AdmissionGene Begin
Rebranding an institution's messaging and identity is a highly complex yet critically important endeavor that impacts the entire organization. Successful results require thoughtful market research, community-wide input, focus groups with prospective audiences, and organizational partnerships. Explore data-driven methods and gain valuable insights on how one college used all of these approaches and more to navigate a complex brand dilemma.
Better Business Bureaus June 2019 Market Monitor includes stories on an Appliance Repair Firm, BBB's Spark Award, a dues increase and BBB's Celebration of Integrity.
Email Marketing, Connecting the Dots at Dreamforce 2014Michael Helfin
Features:
Sr. Digital Marketing Director, Lydia Colaresi
And CEO of DEG Digital Advertising Agency
They cover engagement through email marketing best practices, growth tactics, and some email basics used by companies like Live Nation, TicketMaster, Levy's and more.
This slide was presented live at Dreamforce 2014 hosted by Salesforce.
Students, digital devices and success - Andreas Schleicher - 27 May 2024..pptxEduSkills OECD
Andreas Schleicher presents at the OECD webinar ‘Digital devices in schools: detrimental distraction or secret to success?’ on 27 May 2024. The presentation was based on findings from PISA 2022 results and the webinar helped launch the PISA in Focus ‘Managing screen time: How to protect and equip students against distraction’ https://www.oecd-ilibrary.org/education/managing-screen-time_7c225af4-en and the OECD Education Policy Perspective ‘Students, digital devices and success’ can be found here - https://oe.cd/il/5yV
This is a presentation by Dada Robert in a Your Skill Boost masterclass organised by the Excellence Foundation for South Sudan (EFSS) on Saturday, the 25th and Sunday, the 26th of May 2024.
He discussed the concept of quality improvement, emphasizing its applicability to various aspects of life, including personal, project, and program improvements. He defined quality as doing the right thing at the right time in the right way to achieve the best possible results and discussed the concept of the "gap" between what we know and what we do, and how this gap represents the areas we need to improve. He explained the scientific approach to quality improvement, which involves systematic performance analysis, testing and learning, and implementing change ideas. He also highlighted the importance of client focus and a team approach to quality improvement.
Welcome to TechSoup New Member Orientation and Q&A (May 2024).pdfTechSoup
In this webinar you will learn how your organization can access TechSoup's wide variety of product discount and donation programs. From hardware to software, we'll give you a tour of the tools available to help your nonprofit with productivity, collaboration, financial management, donor tracking, security, and more.
The Indian economy is classified into different sectors to simplify the analysis and understanding of economic activities. For Class 10, it's essential to grasp the sectors of the Indian economy, understand their characteristics, and recognize their importance. This guide will provide detailed notes on the Sectors of the Indian Economy Class 10, using specific long-tail keywords to enhance comprehension.
For more information, visit-www.vavaclasses.com
We all have good and bad thoughts from time to time and situation to situation. We are bombarded daily with spiraling thoughts(both negative and positive) creating all-consuming feel , making us difficult to manage with associated suffering. Good thoughts are like our Mob Signal (Positive thought) amidst noise(negative thought) in the atmosphere. Negative thoughts like noise outweigh positive thoughts. These thoughts often create unwanted confusion, trouble, stress and frustration in our mind as well as chaos in our physical world. Negative thoughts are also known as “distorted thinking”.
Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
Synthetic Fiber Construction in lab .pptxPavel ( NSTU)
Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
3. What is Customer Experience?
“The complete end-to-end experience
customers have from their
perspective.”
Research
Make a
decision
Book &
pay
First day
welcome
Visit the
city?
Attend
classes
Parents
meetings
Social
events
Progress
reports
Tests &
Exams
Last day
Re-
enrolment
Follow-up
4. Research
Make a
decision
Book &
pay
First day
welcome
Visit the
city?
Attend
classes
Parents
meetings
Social
events
Progress
reports
Tests &
Exams
Last day
Re-
enrolment
Follow-up
Your competitors also have
qualified teachers, have
small classes, and may
charge less.
6. What is the lifetime value of a
delighted customer?
$$A client who
• re-enrols with you
• doesn't defect to the competition
• tells their friends how fantastic you are
• doesn't complain
7. Revenues Increase
Additional revenue increase/year over 3 years for a
“modest” improvement in customer experience
(Temkin Group, 2015)
Hotels
Insurance
Supermarkets
Household Appliances
Banks
27%
23%
22%
20%
20%
9. Make higher returns
Higher revenues – due to
• more customers stay and re-enrol,
• customers are less price sensitive,
• they give you positive word-of-mouth.
Lower expenses – due to
• less marketing spend attracting totally new customers,
• fewer complaints,
• happy, loyal customers just give you less hassle
11. Steps to create a great customer
experience
Understand what matters to your customers.
Put yourself in their shoes.
Be proactive about “delighting” them.
Measure and keep improving.
