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Leadership Forum

Leadership Forum. “ You tell us that every step of your customer experience and learning journey helped you succeed ” (Strategic Directions 2015 p.5). 26 March 2014, Ultimo College. Welcome and update. David Riordan, Institute Director. Customer Experience Project - Part 1.

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Leadership Forum

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  1. Leadership Forum “You tell us that every step of your customer experience and learning journey helped you succeed”(Strategic Directions 2015 p.5) 26 March 2014,Ultimo College

  2. Welcome and update David Riordan, Institute Director

  3. Customer Experience Project - Part 1 Alison Housego, National Marketing Manager, Marketing Services & Steve Baty, MELD

  4. Customer Experience Redesign Project Why focus on customer experience? Mapping of the customer journey – a project conducted by Meld Studios with Sydney TAFE Outcomes for Sydney TAFE and our customers Questions

  5. Sydney TAFE Customer Experience Mapping Part 2 – Future state Introducing Meld Studios Steve Baty

  6. Afternoon Tea Visit Lynda.com, Skillslocker & Class Materials resources table

  7. Download ‘The Buzz’ to your tablet or smartphone, visit: www.sydneyintstituteonline/thebuzz

  8. The Customer Experience - Part2 Fran Cane, Deborah Achelles & Julie Taylor

  9. Web course content project To increase visibility, content and lead generation of Sydney TAFE website

  10. How? Optimise content for search engines (SEO) Provide and create rich content Enhance course information Enhance career landing pages (CLPs)

  11. Optimise content for search engines (SEO) to: more visible to prospective students increase traffic improve customer experience become more competitive

  12. Enhance course information to: help inform decisions ensure leads are qualified engage prospective customers quality and consistency of information

  13. Provide and create rich content to: attract and engage prospective customers increase visual appeal of website increase SEO ranking increase ‘content library’ for re-use

  14. Enhance career landing pages to: articulate career pathways showcase career opportunities/outcomes increase desirability of courses create a competitive edge

  15. Rich content Career landing pages SEO Enhance course information Web Content Project Increase site traffic Increase qualified leads Increase enrolments Grow database Increase Sydney TAFE awareness Communicate career pathways

  16. Career landing page photos/video strengths/experience links to courses essential info related news/events

  17. Nurturingcommunications 50,656 emails sent up to a 78.6% open rate 27% of prospect enrolled

  18. Timetables project Deborah Achelles, Manager Student Services & Customer Services

  19. How? Consistent format for timetables & orientation/start dates Student Services manage collection Web Services manage enhancement of back-end systems (i.e. FISH)

  20. Class Materials project Julie Taylor, Project Manager Education Materials

  21. 2015 Strategic Directions Our graduates are highly satisfied with the overall quality of their experience with us With a increasingly competitive environment Sydney TAFE branding and identity needs to be strong

  22. Class materials Project is focused on developing teaching material that reflects our professional approach to teaching Materials have strong branding Team: academic writers, content editor, graphic designer and project liaison officer

  23. Templates have been designed to include relevant information post ASQA audit • Resources ensure a consistent delivery of the qualification across the institute • The content is the essential information for the unit and each teacher will add their own delivery style

  24. Navigating the customer experience - Activity

  25. Feedback Tina Renshaw, Fran Cane, Deborah Achelles, Julie Taylor

  26. Close

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