An Academy Customer Experience Benchmark Observation

Abstract: 

How do academies use customer experience (CX) leadership theory? How do they employ and measure it? A content analysis and brief survey was employed to examine a University of Phoenix research center website iteration to define the customer personas of dissertation chairs, its largest customers who utilize the Center for Leadership Studies and Educational Research center for guidance to formulate research studies geared toward publication. These customers (known as affiliates) were also measured whether they believed that implicit promises made were kept, a necessity of purposeful CX strategy. The results revealed that the personas who needed the most publication support did agree that promises made were kept. The study recognized a default CX website version so that enhancements could help transport affiliate customers along the CX continuum based on what they believed was important to their professional development, more interactions such as collaborative webpages.

This publication has been peer reviewed.
Publication Type: 
Journal Article
Year of Publication: 
2017
Journal, Book, Magazine or Other Publication Title: 
Internet Learning Journal
Volume: 
5
Issue: 
1
Pages: 
17-31
Publication Language: 
English
DOI: 
10.18278/il.5.1.3
Boyer's Domain: 

2021

Articles/Blogs

Journal of Leadership Studies-Symposium Piece-Relational Leadership: Perspectives of Key Constructs on Diversity, Inclusion, and Social Equity in Higher Education

Psychology Today
Blog Posts Published

Conferences

American Psychological Association Conference-Utilizing Clinical Hypnotherapeutic Intervention with CBT to Treat Pandemic-Aug. 13-2021 Symptomology

ILA Conference Geneva Switzerland 2021
Presenter -Topic-"The Stress Arc in Leadership and 3 Powerful Disciplines for Mitigating Major Stress Impacts in a New Era"-Upcoming
Presenter -Topic-“Improving Higher Education’s Role in Diversity and Social Equity through Relational Leadership in the New Era”-Upcoming
Presenter-Topic-"Healthcare Leadership-Using Virtuous Leadership in Chaos to Reimagine Beneficial Practices of Employee Cognitive Psychology"-Upcoming
 
2021-Knowledge Without Boundaries National Summit-College of Doctoral Studies Research Conference-University of Phoenix-Panel Discussion-"Exploring Emergent Trends in Leadership and Education"-Based on published symposia article from the Journal of Leadership Studies- https://onlinelibrary.wiley.com/doi/full/10.1002/jls.21734

 

2021

Articles/Blogs

Journal of Leadership Studies-Symposium Piece-Relational Leadership: Perspectives of Key Constructs on Diversity, Inclusion, and Social Equity in Higher Education

Psychology Today
Blog Posts Published

Conferences

American Psychological Association Conference-Utilizing Clinical Hypnotherapeutic Intervention with CBT to Treat Pandemic-Aug. 13-2021 Symptomology

ILA Conference Geneva Switzerland 2021
Presenter -Topic-"The Stress Arc in Leadership and 3 Powerful Disciplines for Mitigating Major Stress Impacts in a New Era"-Upcoming
Presenter -Topic-“Improving Higher Education’s Role in Diversity and Social Equity through Relational Leadership in the New Era”-Upcoming
Presenter-Topic-"Healthcare Leadership-Using Virtuous Leadership in Chaos to Reimagine Beneficial Practices of Employee Cognitive Psychology"-Upcoming
 
2021-Knowledge Without Boundaries National Summit-College of Doctoral Studies Research Conference-University of Phoenix-Panel Discussion-"Exploring Emergent Trends in Leadership and Education"-Based on published symposia article from the Journal of Leadership Studies- https://onlinelibrary.wiley.com/doi/full/10.1002/jls.21734

 

Erik Bean
More posts by author: