Thriving in the Realities of Higher Education at a Small Liberal Arts University: A Case Study in Innovation Success

In 2012 a small liberal arts university focused on service excellence as a radical innovation to foster change over time and grow the institution. Combined with a new social media approach to external marketing, a trademarked... [ view full abstract ]

In 2012 a small liberal arts university focused on service excellence as a radical innovation to foster change over time and grow the institution. Combined with a new social media approach to external marketing, a trademarked service excellence training program was put into effect.  It was targeted at students, faculty, staff, and administrators.  As service excellence spread across the campus, it strengthened brand image and identity as well as improved success metrics in recruitment, retention and brand strength.  These positive developments lead to new faculty hires, increased numbers of academic programs, and the first Ph.D. degree program being approved for the university among other measures of success and growth.