Specialities: CMS migrations, stakeholder engagement, web governance, digital transformation. Past: Higher ed digital director. Consultant. Developer. Startup denizen. Recovering policy wonk. Likes: Loose-leaf tea, (Finnish) baseball, far-flung soccer teams & a potpourri of music genres.
better market themselves? • How do admissions professionals work with academics and administrators who don't have a marketing or enrollment background? • How do institutions adapt to shrinking budgets, reduced demand, and market pressures? • How do admissions officers better identify students who are likely to enroll? • How can cross-campus marketing teams better support and coordinate recruitment efforts?
the user. Visible to the customer. Backstage employees make everything happen in the background. Invisible to the customer. Partners service employees are other partners involved in delivering the service. For example, UPS is a partner service employee to Amazon. You may order from Amazon, but UPS plays a role in completing your service experience. Customers are actually purchasing the service, which is sometimes a different user than who is actually using the service. Users directly use the service to achieve the outcome.
how decisions get made. Too often we’re so concerned with the solution that we don’t focus on what the problems are and document them. Show your work. Remember how we got here. So we don’t make the same mistakes the next time.