customer loyalty

MAX

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


80%

20% Wednesday, 6 November 13

80%

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


CUSTOMER RETENTION

PARTNERSHIP UPSCALING


CUSTOMER RETENTION

PARTNERSHIP UPSCALING

CUSTOMER LOYALTY


Customer loyalty doesn’t just happen...


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.


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

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


!emarkable

trust worthy


!emarkable

trust worthy

worth staying with year after year


our behaviours


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”


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


Raise Match


Raise Match Realise


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


Raise Match


Raise Match

Sourcing


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


Match

Exchange company and EP acceptance note

Agree on the start date


Visa logisticsTier 5 Visa


expectation setting


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

Phone


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”


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

Business

long term partners

customer loyalty doesnt

customer loyalty max

right customer

partners important

trainees shoes

better experiencesunderstand

youth leadership