High
Point University is a
private college in High Point,
North Carolina. When Dr. Nido Qubein assumed the presidency
in 2005, he shifted the focus to the experience of their customer—the student. The
wireless campus is an immaculate setting with speakers playing classical music
as students change classes. However,
everything is done to model a value.
Kiosks have free healthy snacks students can grab as they walk to class
(modeling Generosity and Wellness). There
are dorm concierges (Service), valet parking at night (Security), free Saturday
car wash and an ice cream truck on hot days (Joy), live music in the cafeteria to attract
students to stay and chat instead eat and run (Fellowship). Students get a birthday card with a free
Starbucks card inside (Caring).
Dr. Qubein told us. “We do not measure our effectiveness by
enrollment but by the impact our graduates make on our world and how our
current students feel in their hearts.”
What are your values? Can your
customers experience your values in their experience of your service?
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