By Doris Iarovici. Applying customer service metrics to student mental health is potentially dangerous and ignores the complexity of care needed.
“Who are your customers, and how well have you served them?” The question, newly introduced into our annual performance review, knotted my stomach. More...
By Phil Hill. On April 1, long-time eCollege (aka Pearson’s LearningStudio) customer Texas Christian University (TCU) gave an update on their LMS selection process to the student newspaper TCU360. In this article there was an interesting statement[1] worth exploring [emphasis added]. More...
By Charles Huckabee. New York City’s Department of Consumer Affairs is investigating four for-profit colleges over how those institutions recruit students, and their dropout and loan-default rates, The New York Times reported. More...
By . It is strange for universities to treat learners as customers at a time when businesses are trying to treat customers as learners. More...
By Carolyn Young - EvoLLLution. Higher education has a reputation for being institutionally minded, stodgy and slow-moving. This characterization, however, could not be further from the reality in the continuing education (CE) environment. Serving non-traditional students, these units need to be focused on tailoring high-end customer experience and reactive to changes in the economy and labor market. More...
By Peter Stokes - EvoLLLution. Meeting student expectations has become increasingly important for today’s higher education leaders, as the marketplace has grown in competitiveness and as students have become more focused on their position as consumers. More...
By Sandra Woodley - EvoLLLution. Although the debate around whether to treat students as customers continues to rage at higher education institutions across the United States, changing market circumstances are dictating a more customer-minded focus. More...
By Marie Cini - EvoLLLution. Adult students today are experienced consumers. With companies like Amazon dominating the retail industry, these students’ expectations for service and patience for bureaucracy have significantly diminished. More...
By . Universities have been warned by the Competition and Markets Authority that they “may be in breach of consumer law” if they fail to meet obligations to students. More...
Avec une approche dynamique et pédagogique, la lettre d’information de la DGCCRF, publiée tous les deux mois, permet de suivre tous les sujets liés aux missions de la direction générale et contribue ainsi à toucher un large public (entreprises, consommateurs, avocats, fédérations professionnelles, chambres de commerce et d’industrie, universités, administrations partenaires, etc.).
Une navigation facilitée entre les différentes rubriques grâce à un sommaire interactif, des repères visuels, des chiffres clés et de nombreuses illustrations. Voir l'article...
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