customer loyalty

Customer Loyalty

Wednesday, 6 November 13

Who are our customers?

Why should we care about

Customer Loyalty?

Why are ourpartners important?

Youth leadership is enabled by partners

Loyal Customers=

Loyal Customers Long Term Partners=

Loyal Customers Long Term Partners

co-develop leadership

More and Better

Experiences

More and Better

Experiences

share our vision

More and Better

Experiences

understand the purpose of

learning

share our vision

More and Better

Experiences

learning

share our vision

understand the calibre of the network

More and Better

Experiences

more challenging Job descriptions

learning

share our vision

understand the calibre of the network

3xWednesday, 6 November 13

3x more resources to a raise a new partner

than to !etain a current one

20% Wednesday, 6 November 13

20% business cust"ers

what is customer loyalty?

“Customer loyalty is all about attracting the right customer, getting

them to buy, buy often, buy in higher quantities and bring you even more

customers.”

“Customer loyalty is all about attracting the right customer, getting

them to buy, buy often, buy in higher quantities and bring you even more

customers.”

“Treat others how you would like to be treated.”

How do we treat our partners?

Share experiences of what some people say about partners.

What are the common things that our partners say...

Lack of responsiveness

Limited Traineeship

When we asked a partner if they’d take on a trainee again they said, maybe?

Is this really want our partners to think of us?

What do our trainees say?

CUSTOMER RETENTION

PARTNERSHIP UPSCALING

CUSTOMER RETENTION

PARTNERSHIP UPSCALING

CUSTOMER LOYALTY

Customer loyalty doesn’t just happen...

we have to build it!

Why are ourTrainees important?

It’s also about putting yourself in the trainees shoes.

How would you like to be treated.

Where we fail to deliver our promise

Highlight the key things that Trainees need support with:

- accommodation- Visa- Preparation -Cultural integration

Some of the amazing experiences

How do we want to be known by

ourCustomers?

!emarkable

trust worthy

!emarkable

trust worthy

worth staying with year after year

our behaviours

reliable

our behaviours

reliable

proactive

our behaviours

reliable

proactive

trustworthy

our behaviours

reliable

proactive

trustworthy

dynamic

our behaviours

reliable

proactive

trustworthy

dynamic

resourceful

how? “CEPT”

Conversation

how? “CEPT”

Conversation Engagement

how? “CEPT”

Conversation EngagementProduct and

Process Improvement

TalentCapacity

how? “CEPT”

Process Improvement

Process after raise?

Ask who knows what the process is after raise.

Raise Match

Raise Match Realise

Explain what they need to do once they’ve raised ie. sending the contracts over to me to sign. Creating the internal delivery timeline

Partnership delivery Timeline and

responsibilities

Explain the value of creating this and why it is important as a tracking tool as well for members but also setting expectations with the company

responsibilities

Timeline for the whole sales

process (raise- Re-reraise)

responsibilities

AIESEC’s Responsibilities

responsibilities

partners responsibilities

responsibilities

partnership review timeline

responsibilities

internal document

responsibilities

internal document external document

Raise Match

Sourcing

- Available Forms tracker- DAAL Files

-MYAIESEC.net : liking Eps, accept applications- Podio

-IT GIP CLUSTER - Raising matchable Forms!

Sourcing

2 weeks MAX for 1st round of apps

- Available Forms tracker- DAAL Files

-MYAIESEC.net : liking Eps, accept applications- Podio

-IT GIP CLUSTER - Raising matchable Forms!

before send candidates through to company, ask

to send you an eP Acceptance NOte!

Co-Ordinating Interviews

Exchange company and EP acceptance note

Agree on the start date

Exchange company and EP acceptance note

Agree on the start date

Visa logisticsTier 5 Visa

expectation setting

Trainee handbook

expectation setting

Trainee handbook

Support with

Arranging travel

expectation setting

Trainee handbook

Support with

Arranging travel

Airport pick up

expectation setting

Trainee handbook

Support with

Arranging travel

Airport pick up

expectation setting

Trainee handbook

Support with

Arranging travel

Airport pick up

Phone national INsurance Number

expectation setting

Trainee handbook

Support with

Arranging travel

Airport pick up

Accommodation

expectation setting

Trainee handbook

Support with

Arranging travel

Airport pick up

Accommodation

Bank Account

expectation setting

Trainee handbook

Support with

Arranging travel

Airport pick up

Accommodation

Bank Account Phone

expectation setting

Trainee handbook

Support with

Arranging travel

Airport pick up

Accommodation

Bank Account Phone

Cultural integration

expectation setting

Trainee handbook

Support with

Arranging travel

Airport pick up

Accommodation

Bank Account Phone

Cultural integration

Trainee Reception

Support Network

It’s about being the support network for our trainees and culturally integrating them into the UK. Remember those shoes?

With our partners and Trainees

how? “CEPT”

Conversation

how? “CEPT”

Conversation Engagement

how? “CEPT”

Process Improvement

TalentCapacity

how? “CEPT”

Process Improvement

Tips and Tricks

Account Management

Visioning

How can we Engage more with our customerS?

Group activity brainstorming how we can engage our partners & trainees.

Wrap Up

1. What is customer loyalty? 2. Why is it important?3. How can we develop customer loyalty?4. Key learning points from for the delivery process5. How can we develop customer loyalty? 6. What can we do to engage our customers?

customer loyalty

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