22 février 2015

Colleges’ Credit-Card Agreements Are Hard to Find, Consumer Group Says

http://chronicle.com/img/photos/biz/Ticker%20revised%20round%2045.gifBy . A consumer-advocacy group says several colleges are not making their credit-card agreements available to the public, in violation of federal law. In a letter to two officials at the Consumer Financial Protection Bureau, a federal agency, the Consumers Union said the group had contacted 10 universities, none of which “provided us any information or copies of their college credit-card agreements.” More...

Posté par pcassuto à 18:44 - - Permalien [#]

08 février 2015

A Customized Solution to the Customer Service Dilemma

The EvoLLLutionBy  - EvoLLLution. Higher education institutions are becoming bigger and more complex. Institutions are serving more students in more ways than ever before, and today’s students expect a high level of customer service. To adapt to these changes, many colleges and universities are exploring changes to their back-end infrastructure. In this piece, we outline how we adapted to these changes at the University of Iowa. More...

Posté par pcassuto à 21:52 - - Permalien [#]

07 décembre 2014

Customer Service and Non-Traditional Higher Ed: Committing to the Concierge Model

The EvoLLLutionBy  - EvoLLLution. The concierge model of customer service—which should more aptly be named student service for universities—really emanates from private industry, the tourism industry more specifically. If you’re in a hotel, the concierge is the face of the hotel for customers. They can guide customers according to what their needs are, they can create an experience that is seamless, they problem solve. More...

Posté par pcassuto à 23:22 - - Permalien [#]

Three Ways to Build Student Accountability Through Great Customer Service

The EvoLLLutionBy  - EvoLLLution. The balancing act of customer service and student accountability can be a delicate one. We do think of our students as customers, but if an institution enables students’ bad habits in the name of customer service, it has missed an opportunity to build student accountability, and has also fostered a culture that lacks process (possibly putting it at compliance risk). More...

Posté par pcassuto à 23:17 - - Permalien [#]

The Balancing Act Between Customer Service and Student Accountability

The EvoLLLutionBy  - EvoLLLution. Are students our “customers”?
Many would strongly say so. In today’s climate, non-traditional higher education (and, increasingly, traditional higher education) is offered as a retail product: advertised heavily, priced competitively and packaged in instructional modalities and offerings that fit students’ lives and work schedules. More...

Posté par pcassuto à 23:10 - - Permalien [#]

29 septembre 2014

Quand tout devient (presque) gratuit

Par Catherine Bernard – Slate.fr. Beaucoup de biens et services sont désormais gratuits ou presque. Mais comment organiser une économie soutenable dans ce contexte ?
Naguère, le consommateur faisait la chasse aux prix les plus bas. Désormais, il doit choisir entre tous les biens et services qui lui sont proposés gratuitement ou presque, de la musique aux Mooc, ces cours en ligne ouverts à tous. Pour beaucoup d'autres biens, les prix relatifs ont drastiquement baissé, qu'il s'agisse de l'électronique grand public, de l'habillement ou du transport aérien. Et ce n'est pas fini : l'imprimante 3D pourrait révolutionner l'industrie manufacturière, les énergies renouvelables prendre une ampleur inégalée. Voir l'article...

Posté par pcassuto à 23:54 - - Permalien [#]

28 septembre 2014

16 reasons why this research will change how you look at news consumption

By Stephen Downes - Stephen's Web. 16 reasons why this research will change how you look at news consumption
Paul Bradshaw, Onloine Journalism Blog, 2014/09/25

This is not a listicle (list-based article) even though the headline suggests it is. The '16' in the title refers to 16 different ways of using news media, and the report compares them across different dimensions: engagement, amount remembered, and the like. More...

Posté par pcassuto à 16:13 - - Permalien [#]

Students are Customers Whether We Want to Admit it or Not (Part 2)

The EvoLLLutionBy  - EvoLLLution. 3. Payment
Students are customers as defined by their options for paying for education, and the expectation of a quality service in response to that payment. In the K-12 system, the costs of the service (teaching and operations of the school) largely go unnoticed to the primary consumer (the K-12 students and their parents). However, the costs of higher education are readily known and available to the students, and the method of payment then becomes a choice. More...

Posté par pcassuto à 11:41 - - Permalien [#]

22 septembre 2014

Students Are Customers Whether We Admit It or Not (Part 1)

The EvoLLLutionBy  - EvoLLLution. As with any topic that involves dichotomous views in an environment of change, the discussion of whether or not higher education institutions should treat students as customers engenders controversy and strong opinions on either side of the issue. Both sides have valid points that are rooted in theory and research. More...

Posté par pcassuto à 00:03 - - Permalien [#]

21 septembre 2014

How Consumer Technology Companies Like Apple Set The Standard for Higher Ed

The EvoLLLutionBy  - EvoLLLution. In both industries, we’re in the heyday of technology-driven changes; a lot of people are looking for dramatic changes to come from the technology in both industries. Related to that, there’s been an increasing amount of investment capital coming from venture capital firms and private equity. It doesn’t mean the changes are going to stick, but a lot of this is driven by investment and the hype  going on right now. More...

Posté par pcassuto à 23:59 - - Permalien [#]