American Faculty Experiences


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2010 Faculty Retreat PDF

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American Faculty Experiences

  1. 1. It’s All About the Experience American University 2010 Faculty Retreat Jeff Kallay, VP Consulting, a.k.a. “Apostle of Authenticity”
  2. 2. Managing Expectations Remember the context You won’t agree with me You’re educated and smart; take what is relevant to you Welcome to The Experience Economy What does it means to you and American University? Questions and Answers Download PDF at in
  3. 3. 1. Brighter students 2. Full pay students 3. Diversity 4. More of all the above
  4. 4. “Credit crisis hits student borrowers.” The Boston Globe, April 2009 “Loan crisis goes to college.” CNN, May 2010 “College loans are the new subprime crisis” New York Times, June 2010
  5. 5. It’s all about the experience!
  6. 6. Recruitment and retention is everybody’s job!
  7. 7. 1. Active citizenship 2. Learning from leaders 3. Washington as a powerful lab of learning
  8. 8. “The experience is the marketing.” Arts & Science Group Student Poll 2004
  9. 9. The experience is higher education marketing - 84% use the web most heavily in researching colleges - 71% say the campus visit is the most trusted source of information Eduventures 2007 Survey of 7,867 High school junior and seniors. Reported in The Chronicle of Higher Education “Prospective Students Rely on Campus Visits and Web Sites to Learn About Colleges, Report Says”
  10. 10. “Effectiveness” Noel-Levitz 2009
  11. 11. Read the Chronicle Article
  12. 12. Read In Step with tradition: Campus Tours thriving
  13. 13. Read On vacation -- at a college campus
  14. 14. But most college tour scripts are numbingly similar, and information is not really the point. Students and their families are looking for the ineffable moment when, through some alchemy of atmosphere, setting or vibe, they suddenly know this is the place for them.
  15. 15. Read the New York Times Articles
  16. 16. Read UB October 2009 Online
  17. 17. Read the US News and World Report Article
  18. 18. Read the St. Louis Post Dispatch Article
  19. 19. Read the Washington Monthly Magazine
  20. 20. Welcome to The Experience Economy Pine & Gilmore
  21. 21. The Experience Economy is about: 1. Repelling commodization 2. Charging a premium price 3. Persuading consumers to pay when they never did before 4. Selling “Memories”
  22. 22. The Experience Economy 101 n sio og res Experiences Pr ic om on Service/Information Ec of ry eo Th Industrial Agrarian
  23. 23. The Three “Kaitlins” Kaitlin Caitlin Kate Lynn
  24. 24. 10 Ten Tenets of TEE
  25. 25. 1. Integrate the four E’s Higher Education is the experience economy: 4 E’s Absorption Entertainment Education Passive Participation Active Participation Esthetic Escape Strategic Horizons, LLP Immersion
  26. 26. 2. Aesthetics, Esthetics & Cues Fast Company, October 2010 Photograph Courtesy of McDonald's NDG Australia "If you have a restaurant that is appealing, contemporary, and relevant both from the street and interior, the food tastes better." Don Thompson, COO
  27. 27. 2. Aesthetics, Esthetics & Cues Elon University
  28. 28. 3. Authenticity “Stop saying what your offerings are through advertising and start creating places--permanent or temporary, physical or virtual, fee-based or free--where people can experience what those offerings, as well as your enterprise, actually are.”
  29. 29. 3. Authenticity or “Keep it real” SACAC 2008 Survey of 200+ high school seniors “I believe that imperfections show character. That's what I was looking for in a college. A school that seemingly has no flaws during a one hour information session (and tour) not only stands out negatively, but it comes off as bland and ordinary.” Read the complete survey results Password: sacac
  30. 30. 4. Customization “What’s your drink?
  31. 31. 4. Customization Hendrix College
  32. 32. 5. Sensory Engagement
  33. 33. 5. Sensory Engagement Miami University (OH)
  34. 34. 6. Emotional Engagement
  35. 35. 6. Emotional Engagement Lehigh University
  36. 36. 7. Storytelling
  37. 37. 7. Storytelling St. Edward’s University
  38. 38. 8. Signature Moment(s)
  39. 39. 8. Signature Moment(s) Westmont College
  40. 40. 9. Theme
  41. 41. 9. Theme 1. Active citizenship 2. Learning from leaders 3. Washington as a powerful lab of learning
  42. 42. 10. Memorabilia The Ohio State University
  43. 43. 10. Memorabilia
  44. 44. Play Your Role Use the experience economy tenets when working on open house, yield and accepted events Support the Office of Enrollment when they come a calling and ask for your help with visit experiences
  45. 45. Play Your Role Accept Demanding and Savvy Consumers “They Want What They Want When They Want It” Stop and Say “Hello” and “Welcome” Remember requests to meet with faculty and staff or sit in class are norm not the exception
  46. 46. It’s All About the Experience American University 2010 Faculty Retreat Jeff Kallay, VP Consulting, a.k.a. “Apostle of Authenticity”