Answer:Building relationships with customers.
Explanation:"began holding regular coffee-hour discussions with current and prospective students and surveying all new and alumni students regarding educational needs and desires. " This regular coffee hour is way in which the University get to know their customers which are potential students and current students and they get to build that relationship through these conversations in which students are able to express their needs and desires. This will also makes prospective and current students feel that they matter and the university cares for what they need, which builds a positive relationship.