The document discusses customer experience in schools from the perspective of students and parents. It defines customer experience as the sum of all interactions with the school's people, processes, products, and physical/virtual environments. These include classrooms, facilities, curriculum, teachers, administration processes, and safety measures. The challenges to good customer experience are a lack of customer-centric focus, gaps between expected and perceived experience, and management mindsets not prioritizing customers. Key metrics for measuring customer experience include admission and attrition rates, student outcomes, and referral effectiveness. The document advocates for schools to consciously design customer experience and put students first in all decisions.

1. Customer Experience In Schools Relevance-Rigour-Relationship

3. It embodies a rational and an emotional response.

4. We experience the combined effect of our 5 senses Touch/Smell/Sound/Sight/Taste + Our mind

5. Customer Experience In Schools What is Customer Experience? A sum total of all interactions a student/parent (whether current or potential) has with schools: People + Process + Product + Physical/Virtual Environment Classroom Playground Recreational facilities Computer Labs Libraries Front office Website Front office Staff Back office Staff Teachers 3 Curriculum Extra curricular Child Welfare Timings Transport facilities Admission process Teaching methodology Evaluation methodology Safety/Security & upkeep process Product/Process/Physical environment all designed and driven by people. All things being equal people the only differentiator. All things being unequal people the only leveler. Customer Experience by design not by default.

6. Challenges to delivering Experience Lack of Customer Centricity Service Quality Gap Management Mindset Extent of internal customer centricity must exceed the extent of external customer centricity.

8. Positive Outlook

9. Professional Acumen

10. People Orientation

11. Basic Respect

12. Resourcefulness

13. Personalised Responsiveness

15. Translation of management perception of expected service into service standards

16. Variance between standards and delivery

17. Arises primarily out of poor customer centricityWord of Mouth Personal Needs Past Experience 6 Sales & Marketing Communication

18. Management Mindset Significance of Customer Experience 7

20. Rate of Attrition

21. Student Track Record

22. Referral EffectivenessStudents Teachers Internal External

23. Points To Ponder Are we conscious of what is the first impression a school gives out to a potential student/parent What will we do to maintain effective relationships with students & parents? Are students our first customer and do all our decisions reflect this? Is every student treated better than one would expect to treat his own child? Are we endeavouring to turn our students into global citizens who are comfortable with technology, have high degree of curiosity and tolerance? To what extent does the curriculum balance the aspect of knowing and doing?

24. Let’s begin 10