John Bart

Having the faculty present during orientation is a must. Allow the students to get to know the faculty. This interaction is beneficial for both parties. 

Orientation should not be just informative; it must be fun.  Have students meet other new and current students. Relieve some of the anxiety.

Being aware of student expectations when they enroll is very helpful. The Value Equation says it all. 

Placement is the ultimate goal for everyone: students, schools, and employers. It ties a nice ribbon around the experience. Increases student satisfaction and retention. 

Bonding is the glue that sticks the students together. This has a significant impact on retention. Academic and social involvement provides the glue to bond.  

A successful orientation program may help reduce cognitive dissonance. Reducing anxieties makes for an easier transition. Mentors may calm the waves and help retention. 

It all starts with the Admissions Process. In most cases, a student's likely too stay once enrolled is directly related to the length of the process. 

Mystery Shoppers can be an excellent way to evaluate your institution's customer service.  Develop a plan that everyone has a clear understanding of what is expected and implement it. 

Customer Service is everyone's opportunity to excel. It must be top down. Customer service feedback must be evaluated consistently and then acted upon.  

Everyone at an institution should be involved in creating excellent customer service. All touchpoints are important.