Spring Workshop - April 13, 2012
The Spring 2012 workshop will take place at the Ivy Tech Campus in downtown Indianapolis on Friday, April 13, 2012. View the schedule and presentation lineup »
Keynote: Improving Results Through Academic Customer Service, by Dr. Neal A. Raisman
If there is one thing we know for sure in the area of advancement, a student who drops out will not become an alumnus. 84% of potential alumni and thus donors leave college due to poor academic customer service. Unlike the customer service of retail in which the customer is always right, we know our customers can be wrong, especially on tests and quizzes. Academic customer service rests on three returns on investment which are also key to fund raising from them. These are a financial ROI, emotional ROI, and an affective/identity ROI.
Learn what academic customer service is and how it affects retention, student and recent alumni attitudes. Also, hear about the personality of today's alumni which tends toward the narcissistic and how to work effectively with it using academic customer service. The session will discuss the three major returns on investment and how to use them to increase alumni giving.
Learn more about Dr. Raisman and his keynote session at the workshop page.
