++Understanding Understanding

Our Our ExperiencesExperiences

n1. Understanding how to deliver

better customer experiences

n2. Get to see our current reality

n3. Actions for CEM

IMPROVEMENT!

Objectives

Our Impact:Our Impact:

ANDANDPower of

To refresh the world...

To inspire moments of optimism and happiness...

To create value and make a difference.

Who are OUR CUSTOMERS?

Students

Young people

Corporates

NGOs

Non- profitsCommunities

PROMOTER

Let’s check other organizations!

From zero to 1.2 billion in 10 years

From the online shoe shop to best customer service

companyAlways delivering their promise

Every customer matters

Case 1video

EMPATHYListen = understand = care

That’s why we have…

FOR CEM!

GLOBAL

STRATEGIES

How would you measure quality?

Net Promoter Score

MOS

Net Promoter

Score

1 2 3 4 5 6 7 8 9 10

DetractorsPromoters

Passive

Our ability to respond rapidly and effectively to customers in need.

Net Promoter

Score

Fire-Fighting

How “engaged” are our customers with AIESEC?

Response Rate

How good are we at creating powerful

experiences?

% of Promoters

What does the system look like?

Customer Experience Management

Managed by AIESEC International!

At all levels!

Where the action happens!

"For the things we have to learn before we can do them, we learn by doing them„ (Aristotle)

Remember, we are all in ELD phase! ‘E ’ - means, experiential!

SurveysSurveys

Equilibrate

Wha

t we de

liver

What the client is expecting

DetractorPromoters

Passives

Challenges

Non client

DetractorPromoter

Passives

Challenges

Non client

What will MCs do about CEM• National Education• Reporting to AI / National Plenary / External Stakeholders /

BoA• Integration in operations: Incentives & Reporting• Story telling! (Success of LCs + Impactful Experiences)

Drive National Programme Strategies & Processes improvement by:•Addressing key detractors issues•Understanding key reasons behind promoters

Communicate CEM in:•Outgoing Preparation Seminars•Customer Incentives to reply

Auditing & Tracking LCs actions

Overall

% % PromotersPromoters

ResponsResponse Ratee Rate

Cases Cases Closed / Closed / Cases Cases OpenOpen

NPS

• Local Education• Reporting to MC / Local Plenary / External Stakeholders /

BoA

• Story telling! (Impactful Experiences)

What will LCs do about CEM

Drive National Programme Strategies & Processes improvement by:•Addressing key detractors issues•Understanding key reasons behind promoters

Communicate CEM in:•Outgoing Preparation Seminars•Customer Incentives to reply

Auditing & Tracking LCs actions

Overall

% % PromotersPromoters

ResponsResponse Ratee Rate

Cases Cases Closed / Closed / Cases Cases OpenOpen

NPS

Our ability to respond rapidly and effectively to customers in need.

Net Promoter

Score

Fire-Fighting

How “engaged” are our customers with AIESEC?

Response Rate

How good are we at creating powerful

experiences?

% of Promoters