All about People, Process, Technology, written for education and training professionals around the world.
Ben Hamilton, on 31/07/20 08:00
Ruth Langley, on 05/02/16 13:00
Simple but incredible customer service.
This is Disney’s magic answer for increasing attraction and student retention rates. And it works. According to Disney’s book “Be our Guest: Perfecting The Art Of Customer Service”, a huge 70% of first time customers to their theme parks return for a second time.
Yes, Disney are a multinational company operating in the entertainment and experience business. They are not a registered training organisation dealing with students and education. But there are lessons in the way they operate their business that can be applied to fields vocational education training sector. And used in your registered training organisation to help attract and retain more students.
The corporate sector across the globe has been adopting their approach for years. Only last year banking giant Westpac shifted their focus to become more customer centric and appointed an ex-Disney great, Tom Doyles as their new Chief Customer Officer to help them do it.
So what are Disney doing? And what can we take from it? Here's how to attract and retain more students, based on three key lessons from Disney’s “Be Our Guest”.
Ben Hamilton, on 05/10/15 20:15
Trust is the new currency in our economy. From airbnb to Uber; from Volkswagen to your registered training organisation, trust is a valuable commodity in this new economy. Betray your customers' trust at your peril.
If you've read our opinion piece on the Volkswagen emission scandal, you're going to want to read this.
Here are three ways registered training organisations can build trust.
Ben Hamilton, on 05/10/15 20:13
Training providers who genuinely engage in building trust with their customers are sure to see the rewards in positive word of mouth and high staff retention, and will enjoy good relations with regulators.
The recent Volkswagen emission scandal is an example of industrial-scale deception. Why does this matter to VET Fee-Help Providers in Australia, and how can businesses and registered training organisations ensure sustainability? Who are the real victims of scams?
The Wisenet blog is a collection of Insider Resources, tech tips, and best practices for education and training professionals around the world.