When it comes to designing a modern student experience, the forces that shape what students expect are at work long before they arrive on campus. Not meeting expectations of fast, seamless, tech-enabled customer service can lead to students abandoning the admissions process or discontinuing their programs, says this report from EAB.

The paper details perceptions from 160-plus community college practitioners of student customer service practices and how they impact enrollment and retention. It also outlines best practices and recommendations for leveraging a “student customer service” approach to improve student experiences and enrollment outcomes.