{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"The One Thing - Customer Experience From the Top","title":"The Role of Digital in the Student Experience - with Miguel Martinez-Saenz","html":"","width":"100%","height":180,"duration":2695,"description":"Customers are always paying attention -- you can’t miss a beat. There’s nowhere that’s more true than with an institution of higher learning, where students are both customers and residents. So setting a standard for student experience is paramount for leadership. Just ask Miguel Martinez-Saenz, President of St. Francis College in Brooklyn NY (of which Liliana Petrova happens to also be an alumna). Miguel shares with Liliana: why, as a leader, Miguel has a zero-tolerance policy for disrespect of front line employees, and believes in setting the right standard for how others interact with each other in the communities he creates; understanding because not all students are the same, a hybrid model of in-person and online services is necessary; the importance of service to others, and what it really means to being lucky; and, how Miguel and his team have led the college through the pandemic without missing beat of attention to customer experience\nSee omnystudio.com/listener for privacy information.","thumbnail_url":"https://img.transistorcdn.com/QZebQwkn9vtwzhz3GCxq14xWh8vefv43EkoRkPBdUUU/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9zaG93/LzM1Mzk3LzE2NjU2/MDg1NjItYXJ0d29y/ay5qcGc.webp","thumbnail_width":300,"thumbnail_height":300}