When We Enhance Our Services, We Enhance the Student ...
Transcript of When We Enhance Our Services, We Enhance the Student ...
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NACAS SOUTH ANNUAL CONFERENCE April 22, 2018 SOUTHEASTERN LOUISIANA UNIVERSITY
When We Enhance Our Services,
We Enhance the Student Experience
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• Robin A. Parker, Director, Marketing and Strategic Initiatives for Auxiliary Services, Southeastern Louisiana University
• Cally Berner, Director, Event and Conference Services, Southeastern Louisiana University
Presenters
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“In general, if you offer students a way to improve
quality of life either by making things more
convenient or by offering more choices, their
satisfaction will trend ever upwards – and that
always comes back around in a positive way.”
-- Johann
Leitner
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DEFINITION: The student experience encompasses many aspects of academic and intellectual development; social and emotional life; and the growth and refinement of cultural, political, athletic and artistic interests.
The ‘Student Experience’ Defined
It encompasses everything about the student’s interaction with a university, including the application, academic, campus life, and graduate experiences.
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The Impact By Auxiliary Services
GOAL
Contribute to the educational mission of the University
Quality food
Quality products
Quality services
To enhance the student experience
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Enhancement Based on Feedback
Focus Groups Online Surveys
Secret Shoppers
Online Feedback Forms
Text Feedback
Informal Discussions
Direct Inquiries
Paper Surveys
Research Panels
Web Polls
Social Media
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Practical Examples: Enhancements in Dining Services
NEW LOCATIONS
Feedback Sources
Focus Groups Online Surveys
Subway Cafe Pizza Hut North Campus
Market
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Practical Examples: Enhancements in Dining Services
NEW PRODUCTS
Feedback Sources
Focus Groups Online Surveys
ICEE Expanded Healthy
Options Self-serve Hot
Beverages
Direct Inquiries
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Practical Examples: Enhancements in Dining Services
NEW SERVICE
Feedback Sources
Focus Groups Online Surveys
Tapingo
Text Feedback
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Online Surveys
Practical Examples: Enhancements in University Housing
NEW PRODUCTS
Feedback Sources
Self Roommate Matching/Room
Selection
International Student Laundry Initiative
Parent List-serve
Direct Inquiries
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Practical Examples: Enhancements in Campus Card Operations
NEW PRODUCTS
Feedback Sources
Online Surveys
Off Campus Card Program
GET Conversion
Focus Groups
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Practical Examples: Enhancements in Event and Conference Services
NEW PRODUCTS/SERVICES
Feedback Sources
Online Surveys
Facility Expansion Event Investments
Inquiries/Discussions
Facility Improvements
Social Media
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Practical Examples: Enhancements in Event and Conference Services
● Student Union ● University Center
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Practical Examples: Enhancements in Event and Conference Services
Student Union • Funding from enrollment fees, rentals • Heart of campus=convenience for students • Updated facilities • Adequate event space
Facility Expansion
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Practical Examples: Enhancements in Event and Conference Services
• Doubled facility square footage from 90,000-180,000 • Expanded ballroom, meeting and common spaces for
students to gather • New restaurant and dining options • One-stop for support areas
Facility Expansion
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Practical Examples: Enhancements in the Student Union
Central location for:
● University Bookstore ● Admissions Satellite Office ● SGA/Student Engagement ● Campus Activities Board ● Health Center ● Counseling Center ● Student Excellence (Advising)
Facility Expansion
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Practical Examples: Enhancements in the Student Union
Facility Expansion
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Practical Examples: Enhancements in Event and Conference Services
University Center • Older facility • Costly to operate • Lacks funding from enrollment fees • Packed Calendar - Athletics/Graduations/Camps
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Practical Examples: Enhancements in Event and Conference Services
Similar Challenges: • Custodial and maintenance • Renting/selling space around campus calendar • Executing the Customer’s Vision • Following a consistent checklist before events • Competing for rentals with Baton Rouge and New Orleans
• Parking
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Practical Examples: Enhancements in Event and Conference Services
“Rome Wasn’t Built in a Day, But They Were Laying Bricks
Every Hour” -James Clear
Facility Improvements
Tony Fadell - “Habituation”
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Practical Examples: Enhancements in Event and Conference Services
University Center Arena
● Poor sound ● Old lighting
Meeting Rooms
● “Dated” furniture and old restrooms ● Wood paneling on walls ● Carpet
Facility Improvements
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Practical Examples: Enhancements in Event and Conference Services
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Practical Examples: Enhancements in Event and Conference Services
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Practical Examples: Enhancements in Event and Conference Services
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Practical Examples: Enhancements in Event and Conference Services
Facility Improvements
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Practical Examples: Enhancements in Events and Conference Services
Facility Improvements
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Practical Examples: Enhancements in Event and Conference Services
Facility Improvements
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Practical Examples: Enhancements in the Student Union
Challenges: • Communication with event planners • Executing the customer’s vision • Customizing space for events
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Practical Examples: Enhancements in the Student Union
Event Investments
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Practical Examples: Enhancements in the Student Union
Event Investments
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Practical Examples: Enhancements in the Student Union
Challenges: • Communication with event planners • Executing the customer’s vision • Customizing space for events
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Practical Examples: Enhancements in the Student Union
Event Investments
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Practical Examples: Enhancements in Event & Conference Services
Event Investments
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Practical Examples: Enhancements in Event and Conference Services
• Easy to Use
• Web Based
• Encourages Collaboration
• Scale Model of Facilities
Event Investments
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Practical Examples: Enhancements in Event & Conference Services
Event Investments
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Practical Examples: Enhancements in the Student Union
Event Investments
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Practical Examples: Enhancements in the Student Union
Event Investments
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Practical Examples: Enhancements in the Student Union
Event Investments
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Practical Examples: Enhancements in the Student Union
Challenges: • Communication with event
planners • Executing the customer’s vision • Customizing space for events
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Practical Examples: Enhancements in the Student Union
Event Investments
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Practical Examples: Enhancements in the Student Union
Event Investments
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Practical Examples: Enhancements in the Student Union
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Questions and Answers
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Summary
● Your students are brand ambassadors and have an impact on recruitment and retention
● The student experience encompasses the totality of the student’s interactions with your campus
● Be prepared to act upon data and let students know how they are helping to shape the campus into a more student focused campus designed to enhance their experiences
Robin Parker Director, Marketing & Strategic Initiatives Auxiliary Services Southeastern Louisiana University [email protected]
Cally Berner Director, Event & Conference Services Southeastern Louisiana University [email protected]