Archive for 'Campus Visit'

How to redesign a website

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When Marketing VP Adrienne Hamson decided to redesign the TargetX website, she immediately thought about making it faster and simpler to navigate.  She knew it had to be more interactive.  And she vowed to make all the product information easily digestible.

But the real challenge, she realized, was to build upon all the best-practice advice that TargetX has become known for — and make the site a place where admissions professionals can go for content that will make them better recruiters and marketersShe succeeded, and TargetX just launched a new website that offers:

  • A video library consisting of the company’s popular “Free on Friday” webcasts aimed at admissions officers.
  • The iThink Blog, a compendium of posts about student recruiting from a variety of ...
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A New Year’s Resolution Toward Authenticity

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Most of my friends and colleagues know I’m not one for the November and December holidays. My nickname is Scrinch , a combination of Scrooge and Grinch. But, I do love New Year’s. It’s global, non-sectarian, and is about a fresh start and beginning.

For years I’ve been preaching about the experience economy and what it means to recruiting students, especially through more authentic, engaging, and memorable campus visits.

I have two titles at TargetX: VP, Consulting and Apostle of Authenticity. My mission as the Apostle of Authenticity is to get schools to be comfortable with who they genuinely are and to embrace their core DNA.

But our industry is overrun with a generation of leaders (most of whom have been raised ...

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It's all about the experience!

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In 1999, I read a review of the groundbreaking text, “The Experience Economy: Work is Theatre and Every Business a Stage” by Joe Pine and Jim Gilmore. Finally someone so intelligently explained what I always believed about business: it’s not what you say or do, but how you make people feel.

With The Experience Economy as our blueprint, TargetX Campus Visit Consulting began six years ago this month. Our first client was Rider University. Since then we’ve taken thousands of campus tours and worked with hundreds of colleges across the country to help them stage authentic, engaging and memorable campus visits designed to connect with more best-fit students and help reach enrollment goals.

An updated edition of the book has just been ...

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What do your walls say?

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While there is no official definition, everyone seems to have something that comes to mind when they think about hotel art. On a whole it refers to those generic art pieces on hotel walls designed not to invoke any real emotion from an individual looking at it. Basically, it won’t offend anyone but makes the room look less empty. Playing it safe.

College admissions spaces have an unfortunate tendency to lean the same way. Your lobby and waiting room walls are frequently covered in historical images of the old gentleman who gave a lot of money to the school and has since died or bragging point articles from years before your current prospective students were even born. The items shown in ...

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Campus tours are important, why?

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News reporters seem fascinated by the campus visit — sometimes because their own kids are in the middle of the whirlwind process and sometimes out of journalistic curiosity. “Why so much attention to such a low-tech endeavor?” asks the Philadelphia Inquirer’s Jeff Gammage.

As many reporters have done in recent years, Gammage ended up interviewing Trent Gilbert, one of the nation’s leading authorities on the impact of the in-person experience on student recruiting.

“I get that for students or parents who are going to spend $30,000 to $50,000 a year, it’s crucial to see the place before making a final decision,” Gammage said to TargetX’s Chief eXperience Officer. “I’m less clear on why it’s important for colleges to stage a good tour.”

After ...

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You travel too

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Welcome to iThink’s newest blog! At TargetX we think higher education needs to look outside of itself to learn best practices so my blog, Lessons from the Road: From Atlanta to your campus and back will help you do just that! It will be tough to rival the masterpieces of TargetX’s other bloggers, but I’m up for the challenge!

For those of you who know us, you know the campus visit team is always on the go. Since joining the team a year ago, I have been on 83 different airplanes, driven many rental cars, stayed countless nights in hotels, and been on as many as four different campuses in a single week. Unless I experience excessive delays or cancellations, you ...

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A simple solution for summer

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In college admissions, summer is a popular time for new initiatives and revamping processes. A simple change to make, yet we often forget, is the value of good customer service for your prospective students and parents.

Andy Hanelsman writes that Apple is a great example of exceptional service, with intensive training for employees who consistently provide a customer-friendly environment in their wildly popular, 326 Apple stores.

In a Wall Street Journal article, the Apple “steps of service” were identified, revealing that the acronym “APPLE” is used to provide a roadmap for successful customer service:

Approach customers with a personalized warm welcome.
Probe politely to understand all the customer’s needs.
Present a solution for the customer to take home today.
Listen for and resolve ...

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This summer I am going to…

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We are just days away from May 1 or May 2 as it might be this year, so I’d like to ask you a question.

What are you doing this summer?

I know thoughts of waves crashing and fruity frozen drinks with the warm sun shining might be the last things from your mind.  This is crunch time in the world of admissions.  Either you are holding your breath for the dust to settle on your class, or you are still running around trying to figure out how you are going to fill your class by the fall.  Maybe you should keep one eye on this year’s class and start focusing the other on May 2012.

It’s amazing to me how the summer ...

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Helicopter Grandparents

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If you’re still hosting an event called “Parents Weekend,” you’re behind the times. The Washington Post’s Jenna Johnson suggests you recognize a growing force in the college-choice process: Grandparents.

Increasingly, admissions staff at Marymount University are finding themselves entertaining grandparents who aren’t up for the walking tours of campus, writes Johnson in her higher ed blog.

“I have never seen so many grandmothers,” said Michael Canfield, director of admissions at the Virginia school. “In many families, higher education has become a core value, so the families are congregating around it.”

What’s happening at Marymount reflects a trend that is prompting many campuses to change “Parents Weekend” to “Family Weekend,” writes Johnson, whose coverage of higher education for the Post includes frequent contributions to ...

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Waiting for the Dead Poets Society Moment

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They come in all different sizes and all different levels of content.  Some give a specific route, others just a mandate on what to show.  Some give facts and figures (there are 1,314,649 books in the library), others read like a Hollywood script.  I am talking about the beloved tour guide training manual.

I wonder what the norm is for this manual?

After searching high and low, and talking to several schools, I have found one that is challenging the norm: Alfred University. They aren’t even calling it a manual, but rather a Reference Guide. Only a few pages long, it has information for the guides to reference – expectations, the tour route, a brief history of the buildings, list ...

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New Year's Resolutions to Improve the Campus Visit

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Happy New Year!!!

Now that the decorations are down (maybe) and the sleep deprivation from being forced to stay awake until midnight has subsided (not really), it is time to think about 2011.  I know that some of you spent New Year’s Day thinking about your personal resolutions. Maybe you want to lose weight, watch what you eat (I am limiting myself to one Twix bar per week out of the snack basket on the plane), be more organized, or respond to emails in a more timely manner.  No matter what your personal resolutions are, I think you should add three more to the list.  These resolutions will help you improve the ever-important campus visit.  Call this your list of work ...

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What should I wear?

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I get asked some of the same “hot topic” questions about the campus visit from many of our campus visit clients and during the countless campus visit presentations that we do.  One question that keeps coming up:  “What should our tour guides wear?”

I ask a question or two in return.

“What do the students wear on campus to go to class?”
“What is most real and authentic to the student experience?”

In a recent issue of BusinessWeek (Let me disclose. Jeff Kallay forwards along the important articles) about the rise of Millennials in the workplace, I saw this cartoon and just had to share as we discuss the tour guide uniform.

etcequetteschool1

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Campus Tours Go Disney, Washington Monthly article by Eric Hoover (and "ears" off to our campus visit team!)

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Our campus tour work has had a fair amount of press this year. One of the best articles to feature our work, “Campus Tours Go Disney“, was published last month in Washington Monthly Magazine’s college guide. It was written by the Chronicle’s Eric Hoover, one of the best reporters and storytellers around.

Often, people think our work is about creating a whiz-bang, cleverly crafted experience, a Disney “E” Ticket (for those of you old enough to remember). Sometimes, potential clients think we’ll help them create something that’s cool for the sake of cool. That’s not what we do.

Our work is grounded in helping our clients render an authentic, memorable, and engaging campus visit experience that also supports the enrollment ...

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Baldwin-Wallace College now includes van ride during campus visit experience

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beevan

August and September are hectic times for our consulting campus visit team members. Trent Gilbert, Emily Welsh and I are crisscrossing the country conducting ambassador/tour guide training and checking the status of campus visit improvements at many clients.

But it’s also one of the most rewarding times. Besides having the opportunity to inspire student guides to be master storytellers, render authenticity and have fun, we get to see the progress consulting campus visit clients are making based upon our recommendations.

Recently Baldwin-Wallace College in NE Ohio implemented a walking-riding tour. BWC has a unique physicality because it’s the merger of two campuses (Baldwin and Wallace Colleges) and a third campus ...

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“One Thing” to Improve Your Campus Visit

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During today’s Free on Friday Webcast, our Experience Evaluator, Emily Welsh and I discussed the basics of the campus visit.  As we enter the fall semester, now is a great time to take a close look at how the most important recruitment activity stacks up. We gave viewers 10 “R” words to reinforce the basics of the campus visit.  They are:

  • Registration
  • Roads – Signage, parking, getting to Admissions.
  • R-Aesthetic – (Ok, we couldn’t come up with an R) Aesthetic is ground zero of the campus visit.
  • Reception – How does the Admissions space make your visitors feel?
  • Restrooms – They are one of the first and last places your visitors experience.
  • Reiterate – How are you delivering information to your visitor?
  • Route – What are you ...
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Making tours come alive

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In the latest ode to the campus tour guide, higher ed reporter Tim Barker continues a trend that has made the college visit one of the most anticipated events in a student’s search for the right school. Newspapers and magazines, TV and radio, even the movies have all elevated the campus tour to greater prominence and raised the expectations of prospective families.

“Five to 10 years ago, they were simply the thing you did if you had time,” says a Washington-based admissions consultant. “Now they’ve become events.”

At St. Louis University, campus tours are the school’s best tool for persuading students to attend, writes Barker, who covers higher education for the St. Louis Post-Dispatch.

“It’s our No. 1 yield event,” says ...

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York College of Pennsylvania – Campus visit makes front cover of their magazine

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When prospective consulting clients ask us what we do, or what they get specific to the campus visit, the answer is often big picture. We make the campus visit a top priority within admissions and ultimately campus wide. We help our clients fight the fight for the campus visit at their school.

Lately Trent Gilbert, TargetX’s CXO, Chief eXperience Officer, and I have been receiving a number of emails from consulting clients about improvements to their campus visit since working with us. That’s really the ultimate in satisfaction.

Recently, our clients at York College of Pennsylvania; Steve Neitz, Assistant Dean for Enrollment Management and Nancy Spataro, Director of Admissions sent us both electronic and printed hard copies of the ...

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A Makeover in California

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No, I am not going to talk about the latest spa treatment in Hollywood, or am I going to share with you who met who at the club in Santa Monica. I will leave hardcore reporting like that for all those magazines you find at the grocery store check-out.

I want to share with you an experience from my travel through the Los Angeles Airport (LAX) last week.   This is an airport that I have been in at least a hundred times in my life.  This trip through LAX was different, though. Upon landing at LAX, I was caught off guard by a change of the flow of traffic since my last visit.  I was inquisitive about the change.  Then I ...

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Unique is not enough

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There are important lessons to be learned in an article on the campus visit by U.S. News & World Report, but not necessarily the ones reporter Rebecca Kern intended.

When she first interviewed experience experts Jeff Kallay and Trent Gilbert, she was looking for the outlandish. She had heard about schools that incorporate boats, monorails and golf carts into the campus tour, and she wanted to pick their brains to help identify the most unusual examples.

But Kallay and Gilbert quickly convinced the reporter that adding offbeat elements to the tour doesn’t work unless they’re authentic to the school. For example, Alfred University unveiled a unique “conference” bike that allows seven people to pedal around the hilly New York campus while sitting ...

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5 Campus Visit Traps

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We were recently asked by the folks at University Business to give them insight into the most common mistakes that we have been experiencing within the campus visit.  In this month issue of the magazine you can read the mistakes; then watch the video for more in-depth explanation of these mistakes.

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Disney Stores, iPhone Apps, AR (Augmented Reality) and your campus tour

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So let’s connect some experience economy dots and make them all relevant to your campus visit programs.

Disney to finally make their Disney Stores an “Experience”
Disney Stores have never really matched the Disney Magic. They’re just stores. Passive buying. Not an experience and not at all reminiscent of a Disney park.

As reported in the New York Times:

“The world does not need another place to sell Disney merchandise — this only works if it’s an experience,” said Jim Fielding, president of Disney Stores Worldwide. The company plans to unveil the new look in May in Southern California, Long Island and Madrid, and is close to signing a lease for that Times Square flagship.

Theaters will allow children to watch ...

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Alfred Tour Bike–The Video

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Ray Ulmer wrote about the Alfred University Bike Tour in the Recruitment Minute, Jeff Kallay gave you the inside story.  Well, as you know Jeff and I ventured up for the official unveiling, here is our very own TargetX video from the day.

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A tour with a twist and a turn

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Have fun with your campus tours, Jeff Kallay advises his clients. Make them distinctive, memorable and authentic to your school.

So when he saw the long straightaway knifing through Alfred University’s beautiful New York campus and the number of students biking to and from class, he knew immediately this was the place for the 7-headed bicycle he discovered a year ago.

Referred to by its manufacturer as the “Conference Bike,” Kallay saw the strange-looking vehicle as the perfect Tour Bike. And that’s what the TargetX Experience Evangelist suggested to his colleagues at Alfred: Offer visitors the option of a communal bike tour — 6 people and a student guide pedaling their way through campus.

“The tour guides loved the idea,” Kallay says. “One ...

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The "Secret Menu" of the Campus Visit

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Several fast food restaurants have created “secret” menus for their guests.  And though they shouldn’t, many campus visit programs have done the same.

To see the article referenced in this video blog, read it here.

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XpertTip No.125: Tune-in to tour guides

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Since my colleagues Jeff Kallay and Trent Gilbert do such a great job of covering the campus visit here on the iThink blog, I rarely get to say much about it.

But since we know the campus visit is tops when it comes to a student’s decision to apply and enroll*, I think the topic warrants some extra attention.

So if you would, allow me to put on my “Experience Team” hat for a moment.

Recently I spent some time with Jeff on a client campus training tour guides.  It’s something we both love to do, and aside from being really fun, it keeps us very much in-tune with what’s happening out there.

In the process, I was reminded of how incredibly important it ...

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