Customer experience is the formation of the perception that the user has in relation to the provider of a service or product offered by a given organization. This directly influences the behavior of this user in building their loyalty and trust in that brand/company after interacting with it at a given moment. It is the image that the brand seeks to convey to its customers during any process of interaction with them.
This is a term commonly used today in all segments. And in the academic australia mobile database field, where the student is at the center of all processes, it becomes strategic for any educational institution to prioritize the customer experience in its organizational procedures, to stay ahead in a market surrounded by new competitors and (necessary) legislative impositions every year.
When it comes to the academic area, we are talking specifically about the “obligations” that higher education institutions will need to fulfill in order to adapt, mainly, to MEC Ordinance 315 and Ordinance 330 .
Higher education institutions (HEIs) in Brazil carry with them old and outdated management models, and are being forced to transform their administration to adapt to the legal requirements of the Ministry of Education, establishing a digital academic secretariat model that seeks to promote the digitalization of documents, requiring the transformation of their physical collections into a digital academic collection, providing greater accessibility of information, both for employees and (mainly) for students.
How academic institutions should build a successful relationship with their audiences
We have listed 6 issues that, from the customer experience point of view, influence the success of the relationship between HEIs and their audiences, both internal and external, when we refer to the benefits of the digital academic secretariat.
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