The Consumer Experience Of Higher Education

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Elevating Customer Service in Higher Education

Author : Heath Boice-Pardee
Publisher :
ISBN 13 : 9781948658034
Total Pages : 198 pages
Book Rating : 4.6/5 (58 download)

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Book Synopsis Elevating Customer Service in Higher Education by : Heath Boice-Pardee

Download or read book Elevating Customer Service in Higher Education written by Heath Boice-Pardee and published by . This book was released on 2018-06-04 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: Elevating Customer Service in Higher Education provides an in-depth guide by three practitioners with decades of combined experience in the higher education and hospitality sectors. Our authors are deeply embedded in customer service initiatives and have certified hundreds of higher-ed professionals at Academic Impressions' customer service trainings and on-campus workshops. In this guide, our authors will walk you through: Core service competencies Strategies for supporting frontline staff in enhancing customer service Examples of customer service scripts for dialogue, phone, voicemail, and email Detailed guidelines for creating physical environments on campus that facilitate better service Worksheets and tools for auditing policies and practices that impact customer service Tips for cultivating faculty and staff buy-in Examples of exemplary customer service initiatives at other colleges and universities REVIEWS "Elevating Customer Service should be read by every administrator who cares about retention and service excellence." - Neal Raisman, N. Raisman & Associates "In today's competitive market in higher education, a partnership between academics and customer service is key to attracting and retaining students. This handbook shows practitioners how to enhance service excellence while maintaining academic integrity." - Bill Destler, President Emeritus, Rochester Institute of Technology "How refreshing and encouraging it is to read a book about customer service on today's college campuses. The reality is higher education today is rapidly changing and models of leading a university are significantly altered in todays environment. Customer service can no longer be viewed as a negative concept on our campuses. Rather, such service is mandated today in whatever form one wishes to call it. Students, parents, employers, and college employees are demanding it. Implementing such measures that change a campus's culture may mean the difference between those colleges that survive and those that do not. The foundations of quality service discussed in this book should be mandatory reading for all college administrators." - David DeCenzo, President, Coastal Carolina University "This insightful book provides a step-by-step guide to assess, evaluate, and implement strategies to improve the effectiveness of any department or division within the academy. The authors provide valuable information and a workable template to enhance the student experience on campus and ultimately improve retention, and recruitment efforts in an era in which colleges and universities are fiercely competing to attract and retain students." - Jim Pillar, Associate Vice President of Housing, Monmouth University "This really made me think about our office environment and how we can work toward improving not only the student experience but the front-line staff experience as well. It truly is a practical guide with relevant activities and things to consider." - Kerri Wilson, Director of Off-Campus Living and Community Partnerships, Rutgers University-New Brunswick

The Consumer Experience of Higher Education

Author : Deirdre McArdle-Clinton
Publisher : A&C Black
ISBN 13 : 1441151036
Total Pages : 360 pages
Book Rating : 4.4/5 (411 download)

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Book Synopsis The Consumer Experience of Higher Education by : Deirdre McArdle-Clinton

Download or read book The Consumer Experience of Higher Education written by Deirdre McArdle-Clinton and published by A&C Black. This book was released on 2011-11-03 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: This work examines the philosophy underpinning current higher education provision. Contemporary culture seems to encourage consumers to purchase products where the product is shaped by the provider and the input of the consumer is very limited. Research suggests that students, their perceptions shaped by the educational experience they have undergone, view education as a commodity and require that information be packaged for easy consumption. The purpose of this study is to examine the current situation in education against the backdrop of an emerging trend that sees education as a product and students as consumers or customers. The literature provides a basis to argue that a qualification now is frequently a simulacrum while previously it represented knowledge and competency.

The Marketisation of Higher Education and the Student as Consumer

Author : Mike Molesworth
Publisher : Routledge
ISBN 13 : 1136908455
Total Pages : 486 pages
Book Rating : 4.1/5 (369 download)

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Book Synopsis The Marketisation of Higher Education and the Student as Consumer by : Mike Molesworth

Download or read book The Marketisation of Higher Education and the Student as Consumer written by Mike Molesworth and published by Routledge. This book was released on 2010-10-04 with total page 486 pages. Available in PDF, EPUB and Kindle. Book excerpt: Until recently government policy in the UK has encouraged an expansion of Higher Education to increase participation and with an express aim of creating a more educated workforce. This expansion has led to competition between Higher Education institutions, with students increasingly positioned as consumers and institutions working to improve the extent to which they meet ‘consumer demands’. Especially given the latest government funding cuts, the most prevalent outlook in Higher Education today is one of business, forcing institutions to reassess the way they are managed and promoted to ensure maximum efficiency, sales and ‘profits’. Students view the opportunity to gain a degree as a right, and a service which they have paid for, demanding a greater choice and a return on their investment. Changes in higher education have been rapid, and there has been little critical research into the implications. This volume brings together internationally comparative academic perspectives, critical accounts and empirical research to explore fully the issues and experiences of education as a commodity, examining: the international and financial context of marketisation the new purposes of universities the implications of university branding and promotion league tables and student surveys vs. quality of education the higher education market and distance learning students as ‘active consumers’ in the co-creation of value changing student experiences, demands and focus. With contributions from many of the leading names involved in Higher Education including Ron Barnett, Frank Furedi, Lewis Elton, Roger Brown and also Laurie Taylor in his journalistic guise as an academic at the University of Poppleton, this book will be essential reading for many.

The Real World of College

Author : Wendy Fischman
Publisher : MIT Press
ISBN 13 : 0262046539
Total Pages : 406 pages
Book Rating : 4.2/5 (62 download)

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Book Synopsis The Real World of College by : Wendy Fischman

Download or read book The Real World of College written by Wendy Fischman and published by MIT Press. This book was released on 2022-03-22 with total page 406 pages. Available in PDF, EPUB and Kindle. Book excerpt: Why higher education in the United States has lost its way, and how universities and colleges can focus sharply on their core mission. For The Real World of College, Wendy Fischman and Howard Gardner analyzed in-depth interviews with more than 2,000 students, alumni, faculty, administrators, parents, trustees, and others, which were conducted at ten institutions ranging from highly selective liberal arts colleges to less-selective state schools. What they found challenged characterizations in the media: students are not preoccupied by political correctness, free speech, or even the cost of college. They are most concerned about their GPA and their resumes; they see jobs and earning potential as more important than learning. Many say they face mental health challenges, fear that they don’t belong, and feel a deep sense of alienation. Given this daily reality for students, has higher education lost its way? Fischman and Gardner contend that US universities and colleges must focus sharply on their core educational mission. Fischman and Gardner, both recognized authorities on education and learning, argue that higher education in the United States has lost sight of its principal reason for existing: not vocational training, not the provision of campus amenities, but to increase what Fischman and Gardner call “higher education capital”—to help students think well and broadly, express themselves clearly, explore new areas, and be open to possible transformations. Fischman and Gardner offer cogent recommendations for how every college can become a community of learners who are open to change as thinkers, citizens, and human beings.

Promoting Reasonable Expectations

Author : Thomas E. Miller
Publisher : Jossey-Bass
ISBN 13 :
Total Pages : 296 pages
Book Rating : 4.3/5 (91 download)

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Book Synopsis Promoting Reasonable Expectations by : Thomas E. Miller

Download or read book Promoting Reasonable Expectations written by Thomas E. Miller and published by Jossey-Bass. This book was released on 2005-03-04 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: Promoting Reasonable Expectations offers a thorough examination of student expectations of college. The book includes an examination of key issues such as the classroom setting, student services, and campus life. This unique resource contrasts student expectations with their actual experiences and identifies effective strategies for addressing the disjunctions between expectation and reality. Written by leading figures in the field of student affairs and sponsored by NASPA (National Association of Student Personnel Administrators), Promoting Reasonable Expectations offers insights about student expectations as defined by their ethnicity, age, gender, transfer student status, and more. Based on solid research, this groundbreaking book explores why it is useful to consider expectations in the context of student relationships and higher educational institutions. The book also: Outlines what colleges have to do to help create student expectations that are reasonable while simultaneously meeting those student expectations that are fair Reviews student expectations regarding the myriad services that support their learning and the college experience Addresses expectations regarding the cost of higher education and explores the expectations of students and their families compared with the reality of college costs Shows the gap between student expectations of degree attainment as compared to the reality

Customer Experience 3.0

Author : John A. Goodman
Publisher : HarperChristian + ORM
ISBN 13 : 0814433898
Total Pages : 279 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Customer Experience 3.0 by : John A. Goodman

Download or read book Customer Experience 3.0 written by John A. Goodman and published by HarperChristian + ORM. This book was released on 2014-08-12 with total page 279 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.

Relationship Marketing

Author : Steve Baron
Publisher : SAGE
ISBN 13 : 1446200310
Total Pages : 217 pages
Book Rating : 4.4/5 (462 download)

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Book Synopsis Relationship Marketing by : Steve Baron

Download or read book Relationship Marketing written by Steve Baron and published by SAGE. This book was released on 2010-04-20 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: The relationship between a market and a consumer is complex. Far from simply an exchange of services there is an often complex transaction of feeling, meaning and experience. How does the study of relationship marketing interpret this? In this exciting new book the authors explore the factors of relationship marketing in its contemporary context, with the consumer in mind. From the experience of a football club supporter to experiences of gap year travel, to text messaging behaviour, and to using the library, the focus of this text is on the consumer perspective. From this angle, issues of relationship marketing, and its management, take on a new and exciting bearing. Topics examined include: frameworks for analyzing the consumer experience; consumer communities; issues of customer loyalty; the impact of ICT on relationship marketing; and the creative consumer. Each chapter is supported by - or based on - an in-depth case study, many of which are drawn from the authors′ research.

Sustainability in Higher Education

Author : J. Paulo Davim
Publisher : Chandos Publishing
ISBN 13 : 0081003757
Total Pages : 146 pages
Book Rating : 4.0/5 (81 download)

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Book Synopsis Sustainability in Higher Education by : J. Paulo Davim

Download or read book Sustainability in Higher Education written by J. Paulo Davim and published by Chandos Publishing. This book was released on 2015-08-24 with total page 146 pages. Available in PDF, EPUB and Kindle. Book excerpt: Support in higher education is an emerging area of great interest to professors, researchers and students in academic institutions. Sustainability in Higher Education provides discussions on the exchange of information between different aspects of sustainability in higher education. This book includes chapter contributions from authors who have provided case studies on various areas of education for sustainability. - Focus on sustainability - Present studies in aspects related with higher education - Explores a variety of educational aspects from an sustainable perspective

Understanding Consumer Behavior and Consumption Experience

Author : Rajagopal
Publisher : IGI Global
ISBN 13 : 1466675195
Total Pages : 319 pages
Book Rating : 4.4/5 (666 download)

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Book Synopsis Understanding Consumer Behavior and Consumption Experience by : Rajagopal

Download or read book Understanding Consumer Behavior and Consumption Experience written by Rajagopal and published by IGI Global. This book was released on 2015-01-31 with total page 319 pages. Available in PDF, EPUB and Kindle. Book excerpt: Abstract: "This book discusses the indispensable value of understanding consumer activities and the crucial role they play in developing successful marketing strategies by focusing on concepts such as consumer perceptions, consumption culture, and the influence of information technology"--Provided by publisher

Student Engagement in Higher Education

Author : Stephen John Quaye
Publisher : Routledge
ISBN 13 : 0429683456
Total Pages : 457 pages
Book Rating : 4.4/5 (296 download)

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Book Synopsis Student Engagement in Higher Education by : Stephen John Quaye

Download or read book Student Engagement in Higher Education written by Stephen John Quaye and published by Routledge. This book was released on 2019-11-27 with total page 457 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the updated edition of this important volume, the editors and chapter contributors explore how diverse populations of students experience college differently and encounter group-specific barriers to success. Informed by relevant theories, each chapter focuses on engaging a different student population, including low-income students, Students of Color, international students, students with disabilities, religious minority students, student-athletes, part-time students, adult learners, military-connected students, graduate students, and others. New in this third edition is the inclusion of chapters on Indigenous students, student activists, transracial Asian American adoptee students, justice-involved students, student-parents, first-generation students, and undocumented students. The forward-thinking, practical, anti-deficit-oriented strategies offered throughout the book are based on research and the collected professional wisdom of experienced educators and scholars at a range of postsecondary institutions. Current and future faculty members, higher education administrators, and student affairs educators will undoubtedly find this book complete with fresh ideas to reverse troubling engagement trends among various college student populations.

The European Higher Education Area

Author : Adrian Curaj
Publisher : Springer
ISBN 13 : 3319208772
Total Pages : 906 pages
Book Rating : 4.3/5 (192 download)

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Book Synopsis The European Higher Education Area by : Adrian Curaj

Download or read book The European Higher Education Area written by Adrian Curaj and published by Springer. This book was released on 2015-10-12 with total page 906 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bridging the gap between higher education research and policy making was always a challenge, but the recent calls for more evidence-based policies have opened a window of unprecedented opportunity for researchers to bring more contributions to shaping the future of the European Higher Education Area (EHEA). Encouraged by the success of the 2011 first edition, Romania and Armenia have organised a 2nd edition of the Future of Higher Education – Bologna Process Researchers’ Conference (FOHE-BPRC) in November 2014, with the support of the Italian Presidency of the European Union and as part of the official EHEA agenda. Reuniting over 170 researchers from more than 30 countries, the event was a forum to debate the trends and challenges faced by higher education today and look at the future of European cooperation in higher education. The research volumes offer unique insights regarding the state of affairs of European higher education and research, as well as forward-looking policy proposals. More than 50 articles focus on essential themes in higher education: Internationalization of higher education; Financing and governance; Excellence and the diversification of missions; Teaching, learning and student engagement; Equity and the social dimension of higher education; Education, research and innovation; Quality assurance, The impacts of the Bologna Process on the EHEA and beyond and Evidence-based policies in higher education. "The Bologna process was launched at a time of great optimism about the future of the European project – to which, of course, the reform of higher education across the continent has made a major contribution. Today, for the present, that optimism has faded as economic troubles have accumulated in the Euro-zone, political tensions have been increased on issues such as immigration and armed conflict has broken out in Ukraine. There is clearly a risk that, against this troubled background, the Bologna process itself may falter. There are already signs that it has been downgraded in some countries with evidence of political withdrawal. All the more reason for the voice of higher education researchers to be heard. Since the first conference they have established themselves as powerful stakeholders in the development of the EHEA, who are helping to maintain the momentum of the Bologna process. Their pivotal role has been strengthened by the second Bucharest conference." Peter Scott, Institute of Education, London (General Rapporteur of the FOHE-BPRC first edition)

The Experience Economy

Author : B. Joseph Pine
Publisher : Harvard Business Press
ISBN 13 : 9780875848198
Total Pages : 276 pages
Book Rating : 4.8/5 (481 download)

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Book Synopsis The Experience Economy by : B. Joseph Pine

Download or read book The Experience Economy written by B. Joseph Pine and published by Harvard Business Press. This book was released on 1999 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text seeks to raise the curtain on competitive pricing strategies and asserts that businesses often miss their best opportunity for providing consumers with what they want - an experience. It presents a strategy for companies to script and stage the experiences provided by their products.

College

Author : Andrew Delbanco
Publisher : Princeton University Press
ISBN 13 : 0691246386
Total Pages : 280 pages
Book Rating : 4.6/5 (912 download)

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Book Synopsis College by : Andrew Delbanco

Download or read book College written by Andrew Delbanco and published by Princeton University Press. This book was released on 2023-04-18 with total page 280 pages. Available in PDF, EPUB and Kindle. Book excerpt: The strengths and failures of the American college, and why liberal education still matters As the commercialization of American higher education accelerates, more and more students are coming to college with the narrow aim of obtaining a preprofessional credential. The traditional four-year college experience—an exploratory time for students to discover their passions and test ideas and values with the help of teachers and peers—is in danger of becoming a thing of the past. In College, prominent cultural critic Andrew Delbanco offers a trenchant defense of such an education, and warns that it is becoming a privilege reserved for the relatively rich. In describing what a true college education should be, he demonstrates why making it available to as many young people as possible remains central to America's democratic promise. In a brisk and vivid historical narrative, Delbanco explains how the idea of college arose in the colonial period from the Puritan idea of the gathered church, how it struggled to survive in the nineteenth century in the shadow of the new research universities, and how, in the twentieth century, it slowly opened its doors to women, minorities, and students from low-income families. He describes the unique strengths of America’s colleges in our era of globalization and, while recognizing the growing centrality of science, technology, and vocational subjects in the curriculum, he mounts a vigorous defense of a broadly humanistic education for all. Acknowledging the serious financial, intellectual, and ethical challenges that all colleges face today, Delbanco considers what is at stake in the urgent effort to protect these venerable institutions for future generations.

Consuming Higher Education

Author : Joanna Williams
Publisher : A&C Black
ISBN 13 : 1441183604
Total Pages : 179 pages
Book Rating : 4.4/5 (411 download)

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Book Synopsis Consuming Higher Education by : Joanna Williams

Download or read book Consuming Higher Education written by Joanna Williams and published by A&C Black. This book was released on 2013-01-17 with total page 179 pages. Available in PDF, EPUB and Kindle. Book excerpt: Reflects on the link between constructing students as consumers and the purpose of higher education, and the implications for student identity and learning.

Creating a Service Culture in Higher Education Administration

Author : Mario C. Martinez
Publisher : Taylor & Francis
ISBN 13 : 1000980111
Total Pages : 142 pages
Book Rating : 4.0/5 (9 download)

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Book Synopsis Creating a Service Culture in Higher Education Administration by : Mario C. Martinez

Download or read book Creating a Service Culture in Higher Education Administration written by Mario C. Martinez and published by Taylor & Francis. This book was released on 2023-07-03 with total page 142 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service delivery is part and parcel of every higher education professional’s job, both to improve service to students and to each other as “internal customers”. Until now higher education professionals have had to rely, for their professional development, on books and training designed for the business sector. This book is the first to specifically address the needs of higher education professionals across a wide range of administrative functions within college and university environments. It is designed for administrative staff and management, ranging from professionals working in centralized functions such as student affairs and enrollment management to those working as advisors or in career centers, whether in community colleges, four-year institutions, or for-profit institutions.Each chapter applies customer service principles to scenarios that are relevant to higher education. The book begins by engaging the reader to define service and identify the external and internal customers who are recipients of that service. It then maps customer interactions into a series of steps and offers departments and individuals a tool to maximize the customer experience. Additional chapters address customer expectations, creating a service culture on your campus, and managerial influences on staff service delivery. Creating a Service Culture in Higher Education Administration is a complementary book to the online customer service and management training resources at softskillspros.com.

The Routledge Handbook of Tourism Experience Management and Marketing

Author : Saurabh Kumar Dixit
Publisher : Routledge
ISBN 13 : 042951574X
Total Pages : 679 pages
Book Rating : 4.4/5 (295 download)

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Book Synopsis The Routledge Handbook of Tourism Experience Management and Marketing by : Saurabh Kumar Dixit

Download or read book The Routledge Handbook of Tourism Experience Management and Marketing written by Saurabh Kumar Dixit and published by Routledge. This book was released on 2020-06-08 with total page 679 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Routledge Handbook of Tourism Experience Management and Marketing offers a comprehensive and thorough inquiry into both customary and emergent issues of tourism experience and co-creation. Drawing together contributions from 83 authors from 28 countries with varied backgrounds and interdisciplinary interests, the handbook highlights multiple representations and interpretations of the theme. It also integrates a selection of illustrative global case studies to effectively present its chapter contents. Tourism experience drives the contemporary tourist’s behavior as they travel in pursuit of experiencing unique and unusual destinations and activities. Creating a memorable and enduring experience is therefore a prerequisite for the all tourism business organizations irrespective of the nature of their products or services. This handbook focuses on conceptualizing, designing, staging, managing and marketing paradigms of tourism experiences from both supply and demand perspectives. It sheds substantial light on the contemporary theories, practices and future developments in the arena of experiential tourism management and marketing. Encompassing the latest thinking and research themes, this will be an essential reference for upper-level students, researchers, academics and industry practitioners of hospitality as well as those of tourism, gastronomy, management, marketing, consumer behavior, cultural studies, development studies and international business, encouraging dialogue across disciplinary boundaries.

Relationship-Rich Education

Author : Peter Felten
Publisher : JHU Press
ISBN 13 : 1421439379
Total Pages : 207 pages
Book Rating : 4.4/5 (214 download)

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Book Synopsis Relationship-Rich Education by : Peter Felten

Download or read book Relationship-Rich Education written by Peter Felten and published by JHU Press. This book was released on 2020-11-03 with total page 207 pages. Available in PDF, EPUB and Kindle. Book excerpt: A mentor, advisor, or even a friend? Making connections in college makes all the difference. What single factor makes for an excellent college education? As it turns out, it's pretty simple: human relationships. Decades of research demonstrate the transformative potential and the lasting legacies of a relationship-rich college experience. Critics suggest that to build connections with peers, faculty, staff, and other mentors is expensive and only an option at elite institutions where instructors have the luxury of time with students. But in this revelatory book brimming with the voices of students, faculty, and staff from across the country, Peter Felten and Leo M. Lambert argue that relationship-rich environments can and should exist for all students at all types of institutions. In Relationship-Rich Education, Felten and Lambert demonstrate that for relationships to be central in undergraduate education, colleges and universities do not require immense resources, privileged students, or specially qualified faculty and staff. All students learn best in an environment characterized by high expectation and high support, and all faculty and staff can learn to teach and work in ways that enable relationship-based education. Emphasizing the centrality of the classroom experience to fostering quality relationships, Felten and Lambert focus on students' influence in shaping the learning environment for their peers, as well as the key difference a single, well-timed conversation can make in a student's life. They also stress that relationship-rich education is particularly important for first-generation college students, who bring significant capacities to college but often face long-standing inequities and barriers to attaining their educational aspirations. Drawing on nearly 400 interviews with students, faculty, and staff at 29 higher education institutions across the country, Relationship-Rich Education provides readers with practical advice on how they can develop and sustain powerful relationship-based learning in their own contexts. Ultimately, the book is an invitation—and a challenge—for faculty, administrators, and student life staff to move relationships from the periphery to the center of undergraduate education.