Peter Wagstaff's guest appearances

Peter Wagstaff

MATE: Marketing, Advertising, Technology and Entrepreneurship

Customer Experience Leaders

Vince Parry

Sarah Cooper

Patrick Campbell

Ben Lynch

Ronsley Vaz

Anne Bahr Thompson

Blake Morgan

Maneesh Sethi

Joseph Jaffe

James Dodkins

Jeanne Bliss

Annette Franz

Nick Palumbo

Gelato Messina

Steve Sammartino

OwlTail

Peter Wagstaff is a Senior Lecturer and Marketing Academic at Monash University. We speak to Peter about customer experience in higher education. We ask the question: Who actually is a university's customer? We debate the reasons why bureaucratic organisations struggle to provide great experiences. And Peter shares a controversial opinion of why it's sometimes actually good to make a student's life difficult.   Resources mentioned:  The CX field-of-study is being driven by industry bodies like Gartner, Forrester, McKinsey, PwC and Harvard Business Review. The 4 Ps of goods marketing and the 7 Ps of services marketing "What people really desire are not products but satisfying experiences" (source: Abbott, 1955, Quality and Competition). Education learning management systems (LMS) such as Moodle, Blackboard, etc. Trying Slack as an alternative tool for student interaction The Zone of Proximal Development (theory), by Lev Vygotsky.    Key takeaways (starts at 27:52):  Know who the customer is—that is the ultimate truth Find ways to exceed expectations The experience your customer has is partly beyond your control "What people really desire are not products but satisfying experiences"   This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Peter Wagstaff is a Senior Lecturer and Marketing Academic at Monash University. We speak to Peter about customer experience in higher education. We ask the question: Who actually is a university's customer? We debate the reasons why bureaucratic organisations struggle to provide great experiences. And Peter shares a controversial opinion of why it's sometimes actually good to make a student's life difficult. Resources mentioned: <ul> <li>The CX field-of-study is being driven by industry bodies like <a href="http://www.gartner.com/technology/home.jsp" rel="nofollow" target="_blank">Gartner</a>, <a href="https://go.forrester.com/" rel="nofollow" target="_blank">Forrester</a>, <a href="https://www.mckinsey.com/" rel="nofollow" target="_blank">McKinsey</a>, <a href="https://www.pwc.com/" rel="nofollow" target="_blank">PwC</a> and <a href="https://hbr.org/" rel="nofollow" target="_blank">Harvard Business Review</a>.</li> <li>The <a href="https://en.wikipedia.org/wiki/Marketing_mix#McCarthy.27s_4_Ps" rel="nofollow" target="_blank">4 Ps of goods marketing</a> and the <a href="https://en.wikipedia.org/wiki/Marketing_mix#Modified_and_expanded_marketing_mix:_7_Ps" rel="nofollow" target="_blank">7 Ps of services marketing</a></li> <li>"What people really desire are not products but satisfying experiences" (source: Abbott, 1955, <a href="https://www.amazon.com/Quality-Competition-L-Abbott/dp/B002QPCZSC" rel="nofollow" target="_blank">Quality and Competition</a>).</li> <li>Education learning management systems (LMS) such as <a href="https://moodle.com/" rel="nofollow" target="_blank">Moodle</a>, <a href="http://www.blackboard.com/learning-management-system/blackboard-learn.aspx" rel="nofollow" target="_blank">Blackboard</a>, etc.</li> <li>Trying <a href="https://slack.com/" rel="nofollow" target="_blank">Slack</a> as an alternative tool for student interaction</li> <li>The <a href="https://en.wikipedia.org/wiki/Zone_of_proximal_development" rel="nofollow" target="_blank">Zone of Proximal Development</a> (theory), by Lev Vygotsky.</li> </ul> Key takeaways (starts at 27:52): <ol> <li>Know who the customer is—that is the ultimate truth</li> <li>Find ways to exceed expectations</li> <li>The experience your customer has is partly beyond your control</li> <li>"What people really desire are not products but satisfying experiences"</li> </ol> This show is produced in collaboration with Wavelength Creative. Visit <a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer" rel="nofollow" target="_blank">wavelengthcreative.com</a> for more information.

What role should marketing play in designing customer experiences? | Monash University, Senior Marketing Lecturer, Peter Wagstaff

Peter Wagstaff—or “Wags” as he’s often known—is a progressive educator at Monash University (in fact, Wags was my marketing lecturer). He’s on the forefront of next generation teaching at the university, and in this episode of MATE we talk about: why the university system is broken and how to fix tertiary education. Finally, we tackle the big question: does the higher education system really prepare students for the workforce? (And a bonus this week … we take some listener questions!) Peter Wagstaff recording MATE 022  Topics:  Why Peter doesn’t like to be referred to as a “lecturer”, and instead prefers the term “educator”. Why the tertiary education system is broken, and how it can be fixed. Student expectations when they enrol in their chosen course at university What’s the real purpose of higher education? Learning goes beyond the classroom Does the higher education system adequately prepare students for the workplace? Passionate teachers vs. glorified journal writers Using big data to predict when students are at risk of failing, and how to assist them. BONUS: And a bonus this week … we take some listener questions!    Links:  Peter Wagstaff on LinkedIn Peter Wagstaff on Twitter The Amazon Echo / MS-DOS article we spoke about    Special thanks:  Editing by Josh Armour, from ArmourPod Productions. Podcast logo cover artwork by Courtney Carman Music from “Ghosts I–IV” by Nine Inch Nails, used under a Creative Commons licence.    Connect with MATE:  Subscribe on iTunes Subscribe on Stitcher Subscribe to the RSS feed MATE podcast website Follow us on Twitter Like us on Facebook    MATE podcast is a show about Marketing, Advertising, Technology and Entrepreneurship. Hosted by Adam Jaffrey: Digital Strategist and Entrepreneur. Made with  in Melbourne, Australia. MATE podcast is a production by branded podcast agency Wavelength Creative. The post MATE 022 – Peter Wagstaff on why universities are broken and how to fix tertiary education appeared first on MATE podcast.

Peter Wagstaff—or “Wags” as he’s often known—is a progressive educator at Monash University (in fact, Wags was my marketing lecturer). He’s on the forefront of next generation teaching at the university, and in this episode of MATE we talk about: why the university system is broken and how to fix tertiary education. Finally, we tackle the big question: does the higher education system really prepare students for the workforce? (And a bonus this week … we take some listener questions!) <a href="http://matepodcast.com/wp-content/uploads/2017/05/mate022-peter-wagstaff-photo-2400x1600.jpg" rel="nofollow" target="_blank"></a>Peter Wagstaff recording MATE 022 Topics: <ul> <li>Why Peter doesn’t like to be referred to as a “lecturer”, and instead prefers the term “educator”.</li> <li>Why the tertiary education system is broken, and how it can be fixed.</li> <li>Student expectations when they enrol in their chosen course at university</li> <li>What’s the real purpose of higher education?</li> <li>Learning goes beyond the classroom</li> <li>Does the higher education system adequately prepare students for the workplace?</li> <li>Passionate teachers vs. glorified journal writers</li> <li>Using big data to predict when students are at risk of failing, and how to assist them.</li> <li>BONUS: And a bonus this week … we take some listener questions!</li> </ul> Links: <ul> <li><a href="https://www.linkedin.com/in/pwags/" rel="nofollow" target="_blank">Peter Wagstaff on LinkedIn</a></li> <li><a href="https://twitter.com/peterwagstaff" rel="nofollow" target="_blank">Peter Wagstaff on Twitter</a></li> <li>The <a href="https://www.businessinsider.com.au/amazon-echo-a-lot-like-microsoft-dos-2017-1" rel="nofollow" target="_blank">Amazon Echo / MS-DOS article</a> we spoke about</li> </ul> Special thanks: <ul> <li>Editing by Josh Armour, from <a href="https://www.facebook.com/ArmourPod" rel="nofollow" target="_blank">ArmourPod Productions</a>.</li> <li>Podcast logo cover artwork by <a href="http://www.courtneycarman.com/" rel="nofollow" target="_blank">Courtney Carman</a></li> <li>Music from <a href="http://www.nin.wiki/Ghosts" rel="nofollow" target="_blank">“Ghosts I–IV” by Nine Inch Nails</a>, used under a <a href="http://www.nin.wiki/Ghosts#Album_Credits" rel="nofollow" target="_blank">Creative Commons licence</a>.</li> </ul> Connect with MATE: <ul> <li>Subscribe on <a href="https://itunes.apple.com/au/podcast/mate-marketing-advertising/id1108463791?mt=2&amp;at=1001lo7u&amp;ct=episode-shownotes" rel="nofollow" target="_blank">iTunes</a></li> <li>Subscribe on <a href="http://www.stitcher.com/s?fid=88855&amp;refid=stpr" rel="nofollow" target="_blank">Stitcher</a></li> <li>Subscribe to the <a href="http://matepodcast.com/feed/podcast/" rel="nofollow" target="_blank">RSS feed</a></li> <li>MATE podcast <a href="http://matepodcast.com/" rel="nofollow" target="_blank">website</a></li> <li>Follow us on <a href="https://twitter.com/matepodcast" rel="nofollow" target="_blank">Twitter</a></li> <li>Like us on <a href="https://www.facebook.com/matepodcast/" rel="nofollow" target="_blank">Facebook</a></li> </ul> MATE podcast is a show about Marketing, Advertising, Technology and Entrepreneurship. Hosted by <a href="http://adamjaffrey.com/?utm_source=matepodcast.com&amp;utm_medium=referral&amp;utm_content=episode-textlink" rel="noopener nofollow" target="_blank">Adam Jaffrey: Digital Strategist and Entrepreneur</a>. Made with in Melbourne, Australia. MATE podcast is a production by <a href="https://wavelengthcreative.com/?utm_source=matepodcast.com&amp;utm_medium=referral&amp;utm_content=episode-textlink" rel="noopener nofollow" target="_blank">branded podcast agency Wavelength Creative</a>. The post <a href="https://matepodcast.com/2017/05/23/mate-022-peter-wagstaff-on-why-universities-are-broken-and-how-to-fix-tertiary-education/" rel="nofollow" target="_blank">MATE 022 – Peter Wagstaff on why universities are broken and how to fix tertiary education</a> appeared first on <a href="https://matepodcast.com" rel="nofollow" target="_blank">MATE podcast</a>.

MATE 022 – Peter Wagstaff on why universities are broken and how to fix tertiary education