Higher education is changing fast—and the pressure to differentiate has never been higher. Enrollment has declined in recent years, driven by demographic shifts, new
Adopting a “Customer Service” Mindset in Higher Education
What are the Pros and Cons of Viewing Students, Alumni or Donors as Customers? The topic of whether universities and colleges should view their students, alumni and
Are You REALLY Enhancing Your Customer Experience (CX) To Create an Unfair Advantage For You? Or For Your Competition?
While the predictions from Gartner and Oracle in previous years highlighted the rising importance of customer experience, it's undeniable that in 2024, CX is not just a
Why a Positively Memorable Customer Experience (CX) Matters
Let me tell you about a few of my recent "1st World" problems: A while ago I was in Montreal checking in a hotel (part of a major chain) at about 10 PM. The night
The Shortcomings of Treating your Customer like a Customer
For years, we have heard business authors, professors and consultants preach about enhancing how we should conduct business – particularly in the area of providing the
7 Questions to Keep your Organization Relevant
Do you remember when you graduated from college? I’m guessing if we try really hard, we can remember all the way back then. Like you, I was filled with excitement and had
Social Media and Your Business
Because Social Media isn’t Just Social, Plus 6 other Reasons to Leverage Social Media Tools In recent years, technologically savvy organizations have relied on Social
6 Critical Factors of Emotional Intelligence That Can Make you an OCM Boss
In recent years, Emotional Intelligence, otherwise known as emotional quotient or EQ, has become known as one of the most critical skills one can possess in the corporate
Digital Transformation: 3 Key Elements for Successful and Sustainable Implementation
Are you thinking about these elements of digital transformation? Digital transformation is a popular phrase not only in business but in the world today. Pushed by
Our Top Five Secrets to Doing Process Improvement Right
The concept of process improvement tools and principles is not new to successful organizations. In fact, these principles have been around for well over 25 years.