NCBookletNCBeyond – 2015.1

CUSTOMER EXPERIENCE MANAGEMENT (CEM)

It’s a strategy that focuses the operations and processes ofa business around the needs of the individual costumer.

The main goal of this strategy is inspire loyalty in thecostumers, making them promoters of the products to

other people.

Net Promoter Score (NPS)

• Net promoter score (NPS) is a management tool used to measure the loyalty of an organization’s customers. NPS has a score. This score measures the loyalty of the customers, based on their evaluation about the questions.

“From 1 to 10, how likely are you to recommend our company/product/service to your friends and colleagues?”

• NPS is based on the fundamentals that organization’scustomers can be divided into three categories, and iscalculated using two of them, as below:

NPS excludes the passives and then measure

your “success” according to this image.

1-6 Detractors: This is a veryunsatisfied customer and heprobably will detract theorganization.7-8 Passives: They do not havecomplains but also did not fall inlove, so they will not promote ordetract.9-10 Promoters: those one had their“life changing experiences”. Theyare amazed with the product andprobably will promote it, becausethey wants more people to live thatexperience.

NCB

The NCB (National Control Board) is the last decision making body on a national level regarding Exchange Policies and National Quality Regulation Principles. A

team, working directly with the MC (Member Committee) and the ICB (Internal Control Board) to ensure that the best Standards, Satisfaction and Quality is delivered to

every customer and stakeholder.

We act upon four main standards: education, prevention, consultancy and analysis. Based on this pillars we provide

solutions directly and indirectly for diferent problems related to AIESEC's internships programs.

ICB

• Internal Control Board (ICB) is a global controlling bodyworking arbitration cases of exchange quality, ER andPartnership Principles of AIESEC entities, physical AIESECmembers and AIESEC International.

• The ICB is the final decision making body regardingExchange Standard

• The ICB has final decision making power on ER, partnershipcases except when the decision could have directfinancial or country membership related consequences.

• The ICB provides consultancy on its applicabledocuments’ interpretation and its implementation as wellaudit services

Vision: