Do Your Customers Experience Your Values?


students on college campus

High Point University is a private college in High Point, North Carolina.  When Dr. Nido Qubein assumed the presidency in 2005, he shifted the focus to the experience of their customer—the student. The wireless campus is an immaculate setting with speakers playing classical music as students change classes.  However, everything is done to model a value.  Kiosks have free healthy snacks students can grab as they walk to class (modeling Generosity and Wellness).  There are dorm concierges (Service), valet parking at night (Security), free Saturday car wash and an ice cream truck on hot days (Joy), live music in the cafeteria to attract students to stay and chat instead eat and run (Fellowship).  Students get a birthday card with a free Starbucks card inside (Caring).  “America’s Best Colleges” 2017 Edition, published in the U.S. News & World Report, ranks High Point University No. 1 among all regional colleges in the South (the fifth consecutive year at No. 1) and No. 1 for the most innovative regional college in the South (the second consecutive year at No. 1).

Dr. Qubein told us.  “We do not measure our effectiveness by enrollment but by the impact our graduates make on our world and how our current students feel in their hearts.”  What are your values?  Can your customers experience your values in their experience of your service?

Be sure to check out Chip’s new post on LinkedIn: