Both education and healthcare are in the midst of substantial reforms. These include developing new approaches—whether the underlying mission is clinical outcomes or graduation rates—while also improving the customer experience. However, as yet, there’s no clear price/value proposition to define “customer success” in these sectors. A patient’s wishes shouldn’t necessarily supersede the doctor’s judgment. The classroom experience can’t be based on student satisfaction scores.
PCG has helped major schools and universities understand their student/alumni expectations and goals, then use that learning to design leading-edge programs, curricula, and service processes. Today, we need to rethink “service” as the entire service experience. In our work in customer experience design, we might use the methodology of pinpointing the customer’s ultimate goal, then laying out what steps he must go through to achieve that goal.
Our consultants have education and healthcare expertise in: