Tuesday, January 12, 2016
Who is your competition?
To become great though, a virtual school must expand their definition of competitor. They must go beyond the traditional ones and realize everyone is their competitors in some form or fashion.
Just prior to calling you, a family spent time with a Disney vacation representative planning out their long-awaited vacation to the Magic Kingdom. Then, they call you. If you think for a moment they don't compare the calls and the experience, then that is where you must begin.
You must begin to analyze each and every touch point (or times when you come into contact with a customer), broaden your understanding of competition, and then adapt and improve your overall customer experience based on your new understanding, not your old one.
What would your enrollment experience look like if you did this? Would it change? In what ways would you improve it?