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

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Timetables project Timetables project

Deborah Achelles, Manager

Student Services & Customer Services

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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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