mortiz0010

David DeCenzo, the President of Coastal Carolina University, wanted to improve customer service on the campus. He knew how important academic customer service is to enrollment and the University. President DeCenzo wanted to provide faster, friendlier and more accurate help for students. He was intrigued by the idea of a concierge service to help students and turned to newly hired April Betsch to explore the idea. April ran with it. She set up focus groups with students to explore the concierge concept. She focused on one very pertinent question. “What frustrates you most about Coastal?” The responses surprised her. One of the items that came up often was the campus map. It was very frustrating for students especially new ones trying to find their way around because the map listed buildings by their names while their schedules listed them by an abbreviation. They could not find their way to classes easily. Campus maps by the way are often bad because they are cre...