EDUCATION

Victor Piñeros
Customer Experience Management

Doing CXM in education is not an easy task. Because the large time line of the product and its intangibility it makes it difficult for institutions to manage the costumer journey.Following we will see some pains associated and some factors to succeed in education experience.

-Doing CXM in education is difficult because of timeline-Three pains: Budget, perception, before arrival paperwork-Direct selling helps with one to one touch from the beginning-Now institutions have very flexible programs-WOW factors can come from students-Technology investments are made in classroom improvements

Some of the pains associated with education are the budget of students when paying the program fee and their expenses during the program. Also there may be a struggle of knowing if the program is the best fit for them as there is a lot of competition now a days and makes it difficult to see the relation price/benefit. Before starting the program there is always a difficulty in finding housing and doing the visa paperworks if necessary.

Most technological developments are made in the classroom experience. Classrooms have stayed almost the same for decades and are an opportunity to improve the experience.

WOW factor does not only come from the institutions but also are created by the students. This also depend on the kind of students in the program.Following some examples like having a beer with your teacher, all the class randomly going for a day in costumes and having an entire class in a virtual campus.

Direct SalesThe direct sales model is often a good fit for smaller businesses, as it allows for more personal interaction with customers.For new and developing companies, direct sales affords them the opportunity to answer customer questions and address concerns. By gathering this vital feedback, you can catch and correct problems in the early stages and avoid losing unsatisfied clients down the line.

Many educational institutions are customizing their programs to have a better fit for customers. You can now select the length of the program, what subject to select, have multiple options where to be allocated and even choose in which part of the world you want to do it.