Understanding Customer Experience – Week 1

Tonight marked the start for me of my first properly ‘open’ MOOC course – Understanding Customer Experience.

I’ll be using this blog as part of the course with the tag UCE152 as the identifier for related posts, so for those who are regular readers you might see some different (and hopefully interesting) posts here focused on customer experience.

To my fellow course participants – I look forward to learning more from you in the weeks ahead!

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Employability, entrepreneurship and the future of Higher Education

As part of the lead up to the opening of Flinders Connect next month, I’ve been thinking a lot more about the concept of ‘students as customers’, and the role that Universities (and our student services team one part of that greater whole) are expected to play in this relationship. In a recent staff forum I heard our Vice Chancellor muse that students may be customers, but they are not customers simply buying a commodity – they are more like adventurers signing up for a trek through the Himalayas, with an expectation that they will need to put in significant effort as part of the deal to get to their goal.

There must also, however, be the expectation from these customers that at the end of that trek there is some sort of payoff – most likely in the form of gainful employment – and yet we see plenty of stories like this one highlighting graduate employability being at its lowest level in Australia in over twenty years. We see the terms ‘job ready’ and ’employability’ skills’ bandied about, and yet we also see the counterpoint that Universities should absolutely not attempt to ‘educate to suit employers‘. So what then do we do to ensure that our students are getting the value they expect from their education?

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