#3 sdp what quality servicing for customer loyalty

1,269 views
1,137 views

Published on

Published in: Sales, Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,269
On SlideShare
0
From Embeds
0
Number of Embeds
827
Actions
Shares
0
Downloads
25
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

#3 sdp what quality servicing for customer loyalty

  1. 1. Webinar #3 What. Quality Servicing for Customer Loyalty
  2. 2. GIP
  3. 3. Customer Loyalty
  4. 4. Customer loyalty customer acquisition and retention
  5. 5. Customer loyalty is about • Attracting the right customer; • Getting them to buy; • Buy often; • Buy in higher quantities; • Bring you even more customers.
  6. 6. What makes customer loyal • 73% - friendly employees or customer service representatives • 55% - ability to easily find information or request help • 36% - personalized experience • 33% - good reputation
  7. 7. Customer Loyalty Marketing Campaigns Customer Servicing Showcasing
  8. 8. Marketing Campaigns
  9. 9. Thinking by benefits
  10. 10. Customer Servicing
  11. 11. What is Customer Servicing?
  12. 12. Sale is not a finish!!!
  13. 13. What is servicing? • Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.
  14. 14. Customer servicing goals Maintain and strengthen partnership Share our market based on strong brand
  15. 15. Servicing Account management
  16. 16. Who’s account manager? An employee whose job is the day-to-day support of a particular customer's account with a business, and who serves as the primary point of contact between the customer and the company. The account manager position can provide customer support, technical support, planning and optimization for the account, as well as developing a relationship with the customer.
  17. 17. External RELATIONS
  18. 18. Who’s your girlfriend ? LCP – Universities LCP/PM – Government oGIP – EPs, Candidates, Alumni iGIP – Companies, Alumni
  19. 19. How to make relations successful ? Think 1 minute and write in comments!
  20. 20. TRUST
  21. 21. TRUTH
  22. 22. LISTEN
  23. 23. Prioritise!
  24. 24. Giving the BEST SERVICE!!! Credibility Attitude Communication Thorough product knowledge Understanding needs Support
  25. 25. - Build your daily schedule/priorities around these deliverables - Profitability Management All sales are not the same Graph: Time – Profit (30-40 unprofitable, 20-30 bring most of profit)
  26. 26. MUST DO! • Promise only what you know you can deliver • Plan the time line together • Educate/inform involved entities ahead of time • Always be on time • Have consistent and open communication • Make right expectations
  27. 27. Evaluation - Measurement Surveys - Ask for feedback - Be flexible and adjust - What product do you offer next?
  28. 28. REPORTING
  29. 29. Customers Relations Management (CRM) Knowledge Management =
  30. 30. Benefits • Streamlined sales and marketing processes • Higher sales productivity • Added cross-selling and up-selling • Improved service, loyalty, and retention • Higher close rates • Better profiling and targeting • Increased market share • Higher overall profitability
  31. 31. TRANSITION
  32. 32. Tips and tricks • Personal relationships matter • Think/obsess on ROIR (Return On Investment in Relationships). • Phones beat email. • A 3-minute call today can avoid a game-loser of a fiasco next month
  33. 33. • It’s always your problem — you sold it to them • Regular progress meetings • Customized Products • Partnership expansion • Making Case study of the traineeship • Remind about yourself from time to time • Walk your extra mile Tips and tricks
  34. 34. Servicing in oGIP
  35. 35. Standardized GIP EP flow Lead on ORS TN on OP Mailer from AIESEC Invitation for interview Interview Contract Key Training Application for TN from OP Registration on my@.net Searching for TN Constant tracking by EP-manager Inner journey meeting EP Matched Advanced Training (OPS) Visa/Tickets Constant support during Re
  36. 36. Key training: Knowledge and principles AIESEC Knowledge Key working principles Leadership in GIP MA tools CV/ Cover letter Interview passing Action plan
  37. 37. Constant tracking: efficiency EP tracking tool Mailers with TNs Mail cc in applications Action plan NPS MA
  38. 38. Use CRM! • EP Tracking Tool:https://docs.google.com/a/aiesec.net/spreadsheet/ccc?key=0AunQJRDJGQecdENXYnEta0NuM3dLU2d1SEh tWXlETFE&usp=drive_web#gid=1
  39. 39. Inner journey meeting: reflection and replanning Developing as a leader Main problems and wins Solutions and opportunities
  40. 40. Advanced training (OPS): preparation Culture Shock preparation Soft Skills development Ambassadorship Preparation to delivery LEAD (PDP)
  41. 41. OPS • Local/National • Myaiesec.net – all materials
  42. 42. Support during internship: ensuring quality Communication Arrival checking Conditions checking NPS and firefighting Leaving checking
  43. 43. Use CRM! • General LC EPs tracking tool • Use Customer Gauge data
  44. 44. Servicing in iGIP
  45. 45. iGIP •REMEMBER you have to service 2 stakeholders: - TN-taker - Intern (EP)
  46. 46. Servicing in iGIP Create clear timeline together and follow it Tracking of matching process Set right expectations for TN-taker and EP and be sure that you delivering in. Tracking of receiving right experience from both sides Make reports and evaluate their expirience
  47. 47. Showcasing
  48. 48. Showcasing • Goal: Sharing your market, growing brand loyalty • Method: Story telling • Resource: Culture-shock.me, VK, FB • Tools: pictures, presentations by realized Eps on LCMs, promo events, etc. • Result: people buy from people, no wide promo
  49. 49. Questions?

×