The literature about retention is full of studies citing the importance of students feeling connected with the institution and more importantly, people within the organization.
For the time that a student is in class, their instructor is the institution. What happens during that period shapes the student's assessment of the school. Too many bad experiences and they will decide to drop out.
The same is dynamic is true in Financial Aid, placement, the learning center - anywhere there is interaction between student and staff/faculty.
