PS&L Blog

Customer Service is an important part of the interaction between both prospective and current students and the college. From admissions to registrar to business affairs to dining services, all of these offices have direct interaction with students and parents. In the competitive world of college admissions, offering good customer service is an opportunity to differentiate [...]

Watch out. If what and who you say you are don’t match up with the reality your students experience, you could be the star of a viral hit music video, like United Airlines.  The LA Times reports that United is now trying to fix the situation but obviously if it is in the LA TImes [...]

Recently, I got caught up in a branding conversation with a college. They wanted to “re-brand themselves in the market” with a new logo and tagline. When I hear this from an established institution of higher ed, I feel the hair on the back of my neck raising. Don’t get me wrong. I’m a firm [...]