The experience people have at your website shapes what they think of your brand. This presentation reviews how Susquehanna University achieved a 90% positive rating from future students and their parents in a Customer Centric Index (CCI) survey of 13 key website characteristics.
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Websites & Brand Strength: Websites & Brand Strength: Achieving a 90% Positive RatingAchieving a 90% Positive Rating
“It is the best of all the colleges we have researched for our son this year, who will be coming as a freshman in the fall.”
“Drop-down menus make navigating the website easier.”
“One thing that should be easier to find in all web-sites -- is the student profile of the freshman class”
“More details on dates and information for accepted students…”
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Exploring the website…Exploring the website…
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Starting with a Google search…Starting with a Google search…
““Admissions & Admissions & Financial Aid” is a first Financial Aid” is a first choice click pointchoice click point
““Susquehanna is a Susquehanna is a selective college that selective college that prepares students for prepares students for achievement, achievement, leadership and leadership and service”service”
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First impression at Admissions…First impression at Admissions…http://www.susqu.edu/admissions/default.asphttp://www.susqu.edu/admissions/default.asp
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Lower on the admissions page…Lower on the admissions page…
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A mix of student stories…A mix of student stories…
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The “Susquepedia” feature…The “Susquepedia” feature…http://www.susqu.edu/Susquepedia.htmhttp://www.susqu.edu/Susquepedia.htm
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Clean, if long, inquiry form…Clean, if long, inquiry form…http://www.susqu.edu/admissions/21880.asphttp://www.susqu.edu/admissions/21880.asp
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My favorite inquiry form…My favorite inquiry form…http://email.blueoxmailbox.com/content/28818/RequestMoreInfo.htmlhttp://email.blueoxmailbox.com/content/28818/RequestMoreInfo.html
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Easy-to-scan list of majors, Easy-to-scan list of majors, restrained use of top-page photo…restrained use of top-page photo…
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Individual academic major pages Individual academic major pages with consistent navigation…with consistent navigation…
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Wrapping up…Wrapping up…
Strong websites have marketing impact on Strong websites have marketing impact on future students and their parentsfuture students and their parents– Easy access to consistent academic program Easy access to consistent academic program
informationinformation– Content is clearly presented, with high use of Content is clearly presented, with high use of
bullet points and sub-headsbullet points and sub-heads– Language is for “normal human beings”Language is for “normal human beings”
If asked, visitors suggest improvementsIf asked, visitors suggest improvements
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Special thanks to…Special thanks to…
Paul M. Novack, Jr.Paul M. Novack, Jr.Director of Web CommunicationsDirector of Web Communications
Susquehanna University Susquehanna University [email protected]@susqu.edu
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Who is Bob Johnson, Ph.D.?Who is Bob Johnson, Ph.D.?www.bobjohnsonconsulting.comwww.bobjohnsonconsulting.com