1. Customer Oriented
AIESEC
UoM Thessaloniki

2. Customer experience management
Customers?
1. EPs
2. Interns
3. Members
Experience
1. Eps→ From the moment we take the contact until the
EP returns
2. Interns→ From the moment we receive or show interest
until we leave him/her at the airport
3. Members → From the moment we take the contact or
they show interest until they leave AIESEC
Management?
CO – delivery
With other LCs
and our
Customers

3. Why emphasize on it?
Because that’s what Leaders do
WE CARE
We cant talk about big numbers but not about
quality experiences!

4. I am living an amazing
experience and I want to
ensure that others will do too

5. How will we ensure that?
NPS→ the data(not the strategy)
CEM→ How we transform the data into
action
Costumer Loyalty→ what we want to
achieve

6. Net Promoters Score
• Increasing response rate
• Firefighting
• Top reasons for promoters and detractors for
each stage.
Stages
EPs & interns: Match, realize, complete
Members: every 6 months

7. We need to ask ourselves , how can I
make your XP better?
Globally
1/4 people tell us that
GCDP--> there was no alignment to the TN form (what was
promised)
1/5 tell us that
GCDP/GIP--> they did not get logistical support(pickup,
phone, home)
1/06 tell us that
GCDP--> they had a bad XP (detractor)

8. Locally
1.03-5.09 Total NPS
Score
%of
promoters
Complete
Response
rate on
complete
Match Realize Complete

9. iGCDP (put promoters and detractors
stories for all 4 sectors and TMP/TLP)

10. MOST IMPORTANTLY
the first thing we need to
Listen to our
costumers
and not judge

11. CEM
Engage
>engage more of our customers through conversation
>engage more of our members to understanding why
should we be a costumer oriented AIESEC
Respond
>respond to customer feedback by improving our
processes
>respond to customer by better engagement in being home
and host entity
Promote
> platform for costumers to showcase and share their XP
(teach them how)

12. Creating a CEM culture
• Taking action according to the feedback we are given on
NPS from our Customers.
• Create a CEM culture in our Teams. Everything we do
will be evaluated by our costumers.
• NPS reports in team meetings, in newsletters, in LC
meetings
• Showcase the stories of Loyal Costumers

13. Costumer experience management is not
something you only do once, it is a daily
effort.
If we say, yes we are costumer centric and
we stop trying to be , then we will stop being

14. What is our promise?
One AIESEC
Deliver our promise to our costumers,
deliver high quality XPs
everyday, everywhere

15. And how will keep our
promise?
Listen to our
costumers
and not judge