Curation of Customer Service Experience in Higher Ed by Redlich, Linda https://padlet.com/lredlich1/k73659l64kmf6gp3 Colorado State University Global en-us 2021-07-11 21:41:17 UTC 2026-02-08 11:51:41 UTC hello@padlet.com https://padlet.net/icons/png/1f52e.png The Online Learner Lives at CSU Global University lredlich1 https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1644720416 Who is the CSU Global on-line learner? What is the typical on-line learner intake experience that a potential student can expect? ]]> 2021-07-11 21:45:55 UTC https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1644720416 Online Learner Industry Terms lredlich1 https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1644725873 Lead: This refers to a prospective student who either initiates interest in attending an institution or whose data is obtained via a third party purchase. Online institutions offer online chat, telephone and email inquiries. 
Prospect: Once established, a lead becomes a prospect to an institution's admission's team, who "work" the lead further, always with the goal of enrolling students into their programs by conversing back and forth. 
Applicant: Further along in the enrollment process, the applicant's continued interest in enrolling is equally pursued by the admissions and recruitment team to ensure that communication is maintained and the applicant applies for admission. 
Post-traditional Learner: Even after a student completes a program or online degree, learners are encouraged to re-apply for additional credentials or services via the institution. 
Melt: A student becomes a student on the first day of classes. Sometimes, if a student enrolls, and even pays for a portion of their tuition and fees, yet decides not to attend an institution, they must be withdrawn. When this occurs, and the student has to be dropped for lack of attendance, the term melt is used to describe this circumstance.]]> 2021-07-11 22:05:21 UTC https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1644725873 Opportunities and Education go hand-in-hand. lredlich1 https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1644728510 Clearly, education pays off, literally.  
BLS.gov. https://www.bls.gov/emp/chart-unemployment-earnings-education.htm]]> 2021-07-11 22:15:24 UTC https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1644728510 CSU Global offers opportunity... lredlich1 https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1644732100 2021-07-11 22:21:29 UTC https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1644732100 References lredlich1 https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1645010853 Aslanian & Magda. (2018). Online College Students: Comprehensive Data on Demands and Preferences. Learning House.com. https://www.learninghouse.com/wp-content/uploads/2018/06/OCS-2018-Report-FINAL.pdf

(n.d.). Colorado State Global University. https://csuglobal.edu/about/our-university/our-history

Colorado State Global University. YouTube video. https://csuglobal.edu/about/csu-global-value/satisfaction-and-reputation/university-rankings

Colorado State Global University. YouTube video.

Hanson, M. (2021, July 10). Distance Learning Statistics. Education Data.org. https://educationdata.org/online-education-statistics/

Perkowski, J. (2012, Jan.). The Role of Gender in Distance Learning: A Meta-Analytic Review of Gender Differences in Academic Performance and Self-Efficacy in Distance Learning.Journal of Educational Technology Systems 41(3):267-278. https://www.researchgate.net/publication/270412266_The_Role_of_Gender_in_Distance_Learning_A_Meta-Analytic_Review_of_Gender_Differences_in_Academic_Performance_and_Self-Efficacy_in_Distance_Learning

Employment Projections. U.S. Bureau of Labor and Statistics. https://www.bls.gov/emp/chart-unemployment-earnings-education.htm

Duffin, E. (2020, Oct. 26). Share of students studying online in the U.S. by gender and education level. Statista.com. https://www.statista.com/statistics/956145/share-students-studying-online-gender-education-level/
 

]]> 2021-07-12 01:42:58 UTC https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1645010853 CSU Global Fast Facts... lredlich1 https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1645017537 Investopia has ranked CSU Global University as a "Best Value in an Online Degree".  In fact CSU Global has earned numerous awards and distinctions. 
As of 2015, the CSU Global U. website celebrated a milestone: "15,000 active students". ]]> 2021-07-12 01:45:37 UTC https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1645017537 CSU Global U. acknowledging my interest inquiry lredlich1 https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1646429334 2021-07-12 23:21:27 UTC https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1646429334 CSU Global's email response to my initial inquiry lredlich1 https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1646433957 2021-07-12 23:26:31 UTC https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1646433957 CSU Global U. response to my phone conversation lredlich1 https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1646434825 2021-07-12 23:27:39 UTC https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1646434825 Phone conversation with CSU Global Counselor, Rebecca lredlich1 https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1646446406 Rebecca, the CSU Global University Enrollment Counselor, telephoned me about 14 hours after my initial inquiry. She was not in Colorado. Instead, when asked, she lives in North Dakota. She explained that only the executive staff physically work out of the Aurora, Colorado offices. She and I spoke for about seven minutes and during that time she explained the process to apply for admission to CSU Global. She did not reveal any program or degree information about my choice. She also did not detail any information at all about their delivery of learning, support services, or faculty expertise. She explained their start dates and offered two upcoming dates which begin every eight weeks. I asked about financial aid and she said that I would qualify since I would take one class per semester year-round. Then she added additional information about how to apply, a free code to waive the application fee, as well as supplementary information required of applicants who earned less than a 3.0 GPA in undergrad school. This included the addition of a resume, statement of purpose, and successfully passing a basic assessment test in order to be considered for admission. Not until all steps were met, including the submission of my transcript, would my application be considered. She did say that I could reach out to her with further questions until I began classes, which I assume meant that I would be “passed along” to another team member who managed enrolled students. I believe she was speaking naturally and was well practiced in her work that no script was needed. She emailed me shortly after our conversation reiterating what we spoke about. 

]]> 2021-07-12 23:40:20 UTC https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1646446406 Who learns online? lredlich1 https://padlet.com/lredlich1/k73659l64kmf6gp3/wish/1646725978 “The online learning industry is projected to pass $370 billion by 2026” (Hanson, 2026). While there isn’t one type of online student, research suggests several demographics shared by many online learners. According to a 2018 Online College Students survey, 74% were female undergraduates and 68% were female graduate students (at least 18, in varying stages of completely online education). With an increase in females attending higher education since 2000, it stands to reason that females also account for greater percentages in overall enrollments, including online learning.  (Perkowski, 2012) Households making less than $25K are the basis of most online students. Those households making between $85K – $99K enroll the least virtual students, according to Aslanian & Magda. (2018)

It has been suggested that, “the socio-economic skills gap could potentially increase by more than 30% due to Covid – 19” (Hanson, 2021). Since most households participating in online learning are derived from lower income brackets, then it can be assumed online learning will need to adapt to the needs of its changing clients. Additional learning methods, supports, and assistance may be needed to bridge the additional learning gap caused by the Pandemic. 


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