|Image courtesy of macwagen|
My kids started school a couple weeks ago, and there I go thinking again! Yes, it got me thinking about some of the customer experience lessons we can glean from this "back to school season."
Getting back into the school routine is a crazy time for parents, students, and teachers. But there are some key things that I noted in the days that led up to the first day, and the first week, of school that are important lessons that can be shared more globally.
I thought I'd put the attributes into two different categories because some of the items relate more to the customer experience, while others relate perhaps more to the culture within.
The following items are critical to getting the school year off to a good start, for all stakeholders: teachers, administrators, parents, and students. You can easily see how you should be applying them to the customer experience.
- Communicate, communicate, communicate! (proactive, reactive, multichannel)
- Establish routines
- Set expectations
- Be consistent
- Be responsive/quickly address questions and concerns
- Set goals
- Make forms easy to complete
- Don't ask for information you already have
- Update data if they need to be updated
- Make sure your facilities are clean
- Enforce hygiene/washing hands/staying healthy
- Be ready; conduct disaster prep/training
- Plan ahead
- Encourage/offer feedback
- Collaborate with stakeholders
- Be mindful of manners/attitude
- Act with empathy, caring, and compassion
- Have the right tools, supplies
- Know your audience
- Cater to different people's needs
You probably don't normally think about organizational culture when you think about your child's school, but it exists there, as well.
- Solid leadership
- The right people
- Learning environment
- Continuous improvement
- Rewards and recognition
- Celebrate wins and successes
- Zero tolerance, no bullies
Did I miss anything? In what other ways does the back to school experience mirror the customer experience? What else can it teach us?