How to lead change successfully in uncertain times


To solve this problem, High Point’s leaders developed a strategy that focuses on enhancing the student experience, in effect treating students like business customers. For instance, they created a concierge service for students that provides wake-up calls so undergrads aren’t late for class, as well as free movie nights complete with popcorn.

As a result of this plan, High Point has become much more attractive to prospective students in the last five years, and more alumni want to contribute financially to the university because of the experience they had on campus.

By focusing on students’ needs and wants, High Point officials “are rewriting their story” successfully, Bailey said.

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