sydneytafe.edu.au real skills, endless possibilities
Leadership ForumLeadership Forum“You tell us that every step of your customer You tell us that every step of your customer experience and learning journey helped you experience and learning journey helped you succeedsucceed”” (Strategic Directions 2015 p.5)(Strategic Directions 2015 p.5)
26 March 2014,26 March 2014, Ultimo CollegeUltimo College
sydneytafe.edu.au real skills, endless possibilities
Registration, lunch & networking Customer Project – Part 2Fran Cane, Deborah Achelles & Julie Taylor
Welcome & UpdateDavid Riordan, Institute Director
Navigating the customer experienceTina Renshaw
Customer Experience Project Part 1 Alison HousegoSteve Baty, MELD
FeedbackTina Renshaw
Afternoon Tea Close
sydneytafe.edu.au real skills, endless possibilities
Welcome and updateWelcome and update
David Riordan, Institute Director
sydneytafe.edu.au real skills, endless possibilities
Customer Experience ProjectCustomer Experience Project
- Part 1- Part 1Alison Housego, National Marketing Manager, Marketing Services
& Steve Baty, MELD
sydneytafe.edu.au real skills, endless possibilities
Customer Experience Redesign ProjectCustomer Experience Redesign ProjectWhy focus on customer experience?
Mapping of the customer journey – a project conducted by Meld Studios with Sydney TAFE
Outcomes for Sydney TAFE and our customers
Questions
sydneytafe.edu.au real skills, endless possibilities
sydneytafe.edu.au real skills, endless possibilities
sydneytafe.edu.au real skills, endless possibilities
Sydney TAFE Sydney TAFE
Customer Experience Mapping Customer Experience Mapping
Part 2 – Future state Part 2 – Future state
Introducing Meld Studios
Steve Baty
sydneytafe.edu.au real skills, endless possibilities
Afternoon TeaAfternoon Tea
Visit Lynda.com, Skillslocker Visit Lynda.com, Skillslocker
& Class Materials resources table& Class Materials resources table
sydneytafe.edu.au real skills, endless possibilities
Download ‘The Buzz’ to your
tablet or smartphone, visit:
www.sydneyintstituteonline/thebuzz
sydneytafe.edu.au real skills, endless possibilities
The Customer Experience - Part2The Customer Experience - Part2
Fran Cane, Deborah Achelles & Julie Taylor
sydneytafe.edu.au real skills, endless possibilities
Web course content project Web course content project
To increase visibility, content and lead generation
of Sydney TAFE website
sydneytafe.edu.au real skills, endless possibilities
How? Optimise content for search engines (SEO)
Provide and create rich content
Enhance course information
Enhance career landing pages (CLPs)
sydneytafe.edu.au real skills, endless possibilities
Optimise content for search engines (SEO) to:
more visible to prospective students
increase traffic
improve customer experience
become more competitive
sydneytafe.edu.au real skills, endless possibilities
Enhance course information to:
help inform decisions
ensure leads are qualified
engage prospective customers
quality and consistency of information
sydneytafe.edu.au real skills, endless possibilities
Provide and create rich content to:
attract and engage prospective customers
increase visual appeal of website
increase SEO ranking
increase ‘content library’ for re-use
sydneytafe.edu.au real skills, endless possibilities
Enhance career landing pages to:
articulate career pathways
showcase career opportunities/outcomes
increase desirability of courses
create a competitive edge
sydneytafe.edu.au real skills, endless possibilities
SEO
Enhance course information
Rich content Career
landing pages
Increase site trafficIncrease qualified
leadsIncrease
enrolmentsGrow databaseIncrease Sydney
TAFE awareness Communicate career pathways
Web Content Project
sydneytafe.edu.au real skills, endless possibilities
Career landing page
photos/video
strengths/experience
links to courses
essential info
related news/events
sydneytafe.edu.au real skills, endless possibilities
Nurturingcommunications 50,656 emails sent
up to a 78.6% open rate
27% of prospect enrolled
sydneytafe.edu.au real skills, endless possibilities
Timetables project Timetables project
Deborah Achelles, Manager
Student Services & Customer Services
sydneytafe.edu.au real skills, endless possibilities
How?
Consistent format for timetables & orientation/start dates
Student Services manage collection
Web Services manage enhancement of back-end systems (i.e. FISH)
sydneytafe.edu.au real skills, endless possibilities
Class Materials project Class Materials project
Julie Taylor, Project Manager
Education Materials
sydneytafe.edu.au real skills, endless possibilities
2015 Strategic Directions
Our graduates are highly satisfied with the overall quality of their experience with us
With a increasingly competitive environment Sydney TAFE branding and identity needs to be strong
sydneytafe.edu.au real skills, endless possibilities
Class materials Project is focused on developing teaching material that reflects our professional approach to teaching
Materials have strong branding
Team: academic writers, content editor, graphic designer and project liaison officer
sydneytafe.edu.au real skills, endless possibilities
• Templates have been designed to include relevant information post ASQA audit
• Resources ensure a consistent delivery of the qualification across the institute
• The content is the essential information for the unit and each teacher will add their own delivery style
sydneytafe.edu.au real skills, endless possibilities
Navigating the customer experience - Navigating the customer experience -
ActivityActivity
sydneytafe.edu.au real skills, endless possibilities
FeedbackFeedback
Tina Renshaw, Fran Cane,
Deborah Achelles, Julie Taylor
sydneytafe.edu.au real skills, endless possibilities
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