1.OC Global Passport Spring 2014 AIESEC NEU Specialized Unit CUSTOMER CENTRIC CUSTOMER EXPERIENCE MANAGEMENT

2. The Business School Customer centricity focuses on understanding customers needs and preferences and on adapting a companys service delivery processes to accommodate and satisfy those preferences in order to enhance customer loyaltywhich results in increased growth and profitability. 3. The Business School Customer centric vs. Product centric? 4. The Business School Customer centricity focuses on understanding customers needs and preferences and on adapting a companys service delivery processes to accommodate and satisfy those preferences in order to enhance customer loyaltywhich results in increased growth and profitability. 5. Customer Experience Management represents the discipline, methodology and/or process used to comprehensively manage a customer's cross-channel exposure, interaction and transaction with a company, product, brand or service. The Business School 6. AIESEC Why do we become a Customer centric organization? 7. What are our products? Who are our customers? AIESEC 8. AIESEC AIESEC 2015? MORE AND BETTER EXPERIENCES 9. AIESEC Net Promoter Score (NPS) 10. AIESEC Case open/Case close % of Promoters Response Rate NS Being customer centric org is the main driver for us to grow and achieve 2015 We want to deliver more and better experiences to more people the promise of AIESEC 2015 Professional experience for TMP/TLP to learn how to be customer centric 11. AIESEC Case open/Case close % of Promoters Response Rate NS Customer Experience Management 12. AIESEC Customer Experience Map - Map your customer experience Raise -> Match -> Realize.. - Evaluate the Customer Experience Map 13. AIESEC 14. AIESEC Net Promoter Score (NPS) Our ability to respond rapidly and effectively to customers in need. Case open/Case close % of Promoters Response Rate NPS 15. AIESEC - AIESEC International will send NPS Survey to Interns/EPs/TLP/TMP automatically. - After sending the survey, after a few days, if the receiver hasnt filled the survey yet, AI will automatically send Reminder again. 16. AIESEC 1. Match Survey 2. Realization Survey 3. Completion Survey 17. AIESEC - Identify Promoter/Distractor Issues - Inform whole OC about the result and issues. - Talk directly to interns/EPs who complain. - Take action to improve situation. 18. AIESEC 19. AIESEC Cultural preparation meeting or event Support by host entity during the experience The selection panel/interview Integration into local culture Job description aligned with TN form Key Detractor and Passive Issues - iGCDP