Title | Improving Career Services through Enhanced Experience Management |
| Author(s) | - Zheng Wang, Beijing Sport University, Beijing, China
- Tyler R. Pedersen, Brigham Young University, Utah, United States
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| Publication Name | Asia Pacific Career Development Journal, Vol 3, No 1 |
| Publication Date | March, 2020 |
| Download | Full text (PDF) |
| Abstract | Over the past twenty years, many successful large businesses have shifted their business strategy toward enhancing customers’ experience with a product or brand, and away from typical business concerns such as product quality, price, and market trends. They have done so in order to enhance customers’ loyalty to a particular brand and to assure continued purchasing by the customer. Similar to the business world, universities are increasingly concerned with their ability to attract new students (customers) and to maintain their engagement and loyalty (assure students’ persistence at and long-term relationship with the university). Customer (student) experiences with the University, now frequently referred to as ‘experience management’ or ‘XM’, are important factors in student success. This article describes XM within the business world and higher education, and how experience management can be implemented within career services offices to enhance overall student success. We provide a case study of innovative implementation of XM strategies within an American university career services office and then explore how other universities may implement similar XM strategies with particular emphasis on China. |
