Customer Centric

How it Works?

By creating a positive consumer experience at the point of sale and post-sale, a customer-centric approach can add value to a company by enabling it to differentiate itself from competitors who do not offer the same experience.

How to do it?

To be a Customer Centric Organization the first step for each of us will be:

To Create Customer Centric Culture

Customer Centric Culture

Create journey to: - TM (ex. Carrer

pathes)- Students (ex. Clear message

during recruitment)

Map

Think about:- Computers in the

office- Management system

(ex. PODIO)

Alighn

Analize how you work with students:

> Think what to do > set DDL

> Implement it > Take care of what

you are doing

Refine

Customer Centric Culture

Remember:

- to appritiate your partners, your

members, your interns

By events, small activities

Integrate

Use the tool to measure customer

centric:- NPS

Measure

From top to bottom:> LCP to LCVPs

> LCVPs to structure (Coo, manager, OCP)

> LCP to MM commision > MM commision to OC

members

Transform

Customer Centric Culture

Culture starts from top to bottom:

- Remeber about executives and

leaders

Target/Engage

Evaluate your customers and work on

itIncorporate

Remembe:> about target ares

> TMP and TLP require different

approach > Use feedback to built trust in your

customers

Focus:

Characteristics of Customer Centric Organisation

Has a clear, customer-centred vision with top down support.

Makes every business decision in alignment with this vision.

Knows what customers expect because it asks them.

Tailors its products and services to what customers want.

Meets customer expectations with every interaction.

Regularly measures customer satisfaction and changes accordingly.

Clearly communicates the importance of customer centric behaviour to every employee.

Measures and rewards customer centric competencies and performance.

Employs and promotes people who support customer centricity.

Expects suppliers and partners to model customer centric behaviours.

Customer Centric - Students

• As our main actions are connected with students we must focus of Customer Centric for them. To provide high quality experience and good servicing for our clients.

Why of Customer Centricity for students?

• Customer will know that we care about them.

• If we provide value experience, which includes the product or services. We build customer loyalty with EP.

Start from Education in LC

1. Create model of servicing for our EP (structure, plans)

2. Then educate members of your LC (how to behave with EP)

3. Implement it to your Committe.

Introduction to AIESEC

1. We should provide information about our organizations.

2. EPs understand AIESEC way and know what they can expect from us. Clarity is necessery.

3. Integration with customer. If you want to get students loyalty EPs must know and trust us. It is all about EMOTIONS.

4. When making a meeting about their Exchange we must keep in mind two things: we are the specialists on their internship, so we must have all informations at hand; we can only promise what we can deliver, otherwise we will disappoint them.

• Remember about EVALUATION!If we know EP needs we can

fullfill them• Be open for feedback. We

always striving for excellent.• Implement it in every day

action.

• Constant communication with EP• Always be ready to react• Reception and integration• Program knowledge

How to do this ?

• Our EP’s are our “free” promoters „Loyal customers reduce costs

associated with consumer education and marketing, especially when they become Net Promoters for your organization”

Customer Centric - organizations

When an organization is our client

In terms of Customer Centric, AIESEC must shift from focusing on its products and services to

customer-focus approach. Customer

Products

Contact with our partner - organization

We must remember that OCs are ambassadors of AIESEC

That’s why their approach is a key to establish fruitful relations

OC must be perfectly prepared before meeting

What they should do?

• Know basic facts about organization• Check how relations looked like in

past• Be aware what product he/she sells• Be kind and polite• Have creative presentation methods

Is it enough?

• No! We’re not looking for one-time customers

• The loyal customers are those who generate most profits!

• The point of CC is – create loyal customer base and fullfil their needs!

How to do it?

• The answer is : SERVICING

Good customer service is:

After meeting output

High quality product delivery

EvaluationPost-

realization contact

Who should do that? OC ER? LCVP ER?

• NO!

• Answer is: Account Manager. It is wider concept which focuses on individual approach to each customer.

• AM by creating bond with customer, based on positive emotions, will assure clients satisfaction and re-raising!

But

Remember,

Customer Centric Culture starts from the top, from Executives, don’t leave AM on his own in the middle of his way with knowing nothing.

Customer Centric – Talent Management

To create appropriate experince with the same quality to Talent Management of our AIESEC network we neet to have clear understanding what make influence on it.

Knowing that we will create Customer Centric Organization to our Talent Capacity.

From what to start?

Who is Talent Management? • Leaders• Member

What they expect from us?

TMP TLPInformation Appropriate education

Experience Show future possibilities

Fun Personal approach

Appreciation Experience

Education Fun

Information

How we can do this?TMP TLP

Information -> Be clear in communication messages

Appropriate Education ->

Provide those treinings that will raise their skills in exact

things

Experience -> Provide clear JD and valuable Show future possibilities - >

Show soon possibilites of TLP in LC, in MC, abroad (NST, CEED, exchange)

Fun -> More events, LCMs, parties, common activites for fun

Personal Approach ->

Work with everyone individualy

Appreciation -> On LCMs, LCC, in newsletters Experience ->

Give feedback;Educate how to learn from

their experince

Education -> Provide it time and not to stop it after induction Fun/Integration -> More events, LCMs, parties,

common activites for fun

Information -> Provide information on time

What it will cause?

• Qualified experince• Integrated members• Better understanding of each role

and AIESEC in general• Satisfied and devoted

„customers”/members

Doubts?

Contact the NCB!