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. 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
14. 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.
21. 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.
31. - 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)
32. 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
38. 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
39. • 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
41. 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
42. Key training:
Knowledge and principles
AIESEC
Knowledge
Key working
principles
Leadership in
GIP
MA tools
CV/
Cover letter
Interview
passing
Action plan
44. Use CRM!
• EP Tracking Tool:https://docs.google.com/a/aiesec.net/spreadsheet/ccc?key=0AunQJRDJGQecdENXYnEta0NuM3dLU2d1SEh
tWXlETFE&usp=drive_web#gid=1
52. 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
54. 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
