1. 1. AIESEC NSW NPS: 40 (54) % Case Open/Case Closed: 100 (100) % Responses: 54 (74) % Promoters: 54 (62)
2. 2. 0 20 40 60 80 100 120 NPS % Case Open / Case Closed % Response % Promoters
3. 3. Making Every Step Count To be a Customer-Centric organisation
4. 4. Who are our customers? University Members (ourselves!) Students EPs Organisations
5. 5. What if we had the chance to do it again?
6. 6. Right person should have been targeted Students needs and wants should have been considered Emails should have a 24 hour response time for fast, reliable support What can be done?
7. 7. Members need to have the right sales training Members need to understand the product they are selling, and the value and benefits What can be done?
8. 8. Clear expectations with the EP regarding projects (from the very start!) Take care and build rapport with the EP What can be done? WHAT ABOUT MEMBERS?
9. 9. Clear expectations with members regarding commitment (from the very start!) Take care and support each other! What can be done?
10. 10. Fast-delivery for a reliable process Adequate research to ensure the customer will be safe and will enjoy their experience What can be done? - EPs
11. 11. Fast-delivery for a reliable process Adequate research to ensure the customer have what the right person for the job What can be done? - TNs
12. 12. Support EP experiences through constant and effective communication Fast firefighting and problem-solving Being responsible for your actions Reintegration and/or offer post-exchange support What can be done?
13. 13. An organisation exists because it provides value to the market
14. 14. SoWhat value do we provide? Purpose driven and meaningful experiences Understand our customers Every step counts! People oriented
15. 15. CUSTOMER CUSTOMER CUSTOMER CUSTOMER STOMER CUSTOMER CUSTOMER CUSTOMER
16. 16. Benefits for us Organizational sustainability Customer loyalty High quality CEM
17. 17. Listen to customer needs IN SUMMARY. Training & Knowledge Deliver on your promises
18. 18. Customer-centricity is about every team and individual in the organisation, not just customer service It is a journey, not a sprint
19. 19. Your promise 3 steps 1 Write down your promise to help your LC deliver high quality customer experience 2 Let the person sitting next to you take a picture of you holding your promise 3 Follow up on each other on May 18th have you delivered on your promise?