10282685 cls -_all_sessions_in_one

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  • Breakthrough limits recap!
  • Breakthrough Limits Recap
  • Ideas about the Safety, Standards and Satisfcation and then show them
  • Ideas about the Safety, Standards and Satisfcation and then show them
  • 15
  • 10282685 cls -_all_sessions_in_one

    1. 1. Customer Loyalty for Students Steering Team – November 2013 Rotterdam, the Netherlands
    2. 2. Customer Loyalty for Students Intro Steering Team – November 2013 Rotterdam, the Netherlands
    3. 3. 1st Challenge: Delivering on our purpose depends upon our ability to deliver quality leadership development in every experience
    4. 4. We promise to put our people first, and we won‟t accept anything less
    5. 5. 2nd challenge: Delivering on our purpose depends upon our ability to scale up and provide more experiences than ever before
    6. 6. 2012 2015
    7. 7. The Experiences We Deliver Today
    8. 8. Safety
    9. 9. Safety Standards
    10. 10. Safety Standards Satisfaction
    11. 11. We Don’t Care Because We Don’t Understand • Current Reality: No safety policy or prevention measures exist globally Increase amount of assaults, deportation, arrests, injuries, deaths..etc. Our membership are not able to act proactively or reactively towards safety measures. Safety
    12. 12. We Don’t Fulfill Because We Don’t Know • Current Reality: No clear analysis or measures of delivery of the Standards One of the main reasons of why we have unsatisfied customers Membership are not clear with what are the standards and why is it important to fulfill them Standards
    13. 13. We Don’t Improve Because We Don’t Listen • Current Reality: We are not growing our NPS score which means that we are still unable to take our customer seriously Entities are not improving based on customer feedback and unclear about how Entities don’t even log-in or are familiar with their NPS score Satisfaction
    14. 14. Safety Standards Satisfaction
    15. 15. Ensuring that the programs that we provide to our students are: We ensure the safety of our participants and that our membership is aware on how to act to prevent and react with Safety We ensure that all our students have the experiences that meet the standards set and that every member delivers on that We ensure that we are listening to customers to have a better customer experience management for higher satisfaction
    16. 16. CLS Plan for 2013/2014 Safety Standards Satisfaction International SOS Standards Definition Culture Building Insurance Measuring & tracking standards delivery Network Education Safety Policy & Guidance ICB role and evolution Global CEM Improve systems
    17. 17. Safety Standards Satisfaction We Don’t Care Because We Don’t Understand We Don’t Fulfill Because We Don’t Know We Don’t Improve Because We Don’t Listen
    18. 18. Safety Standards Satisfaction We Care Because We Understand We Fulfill Because We Know We Improve Because We Listen
    19. 19. CLS Part I: Safety We don´t care because we don´t understand
    20. 20. Imagine • … you are meeting an EP that just got matched and is exited about going abroad for the first time in his life. He does not know much about the culture and the reality of the country he goes to and is not sure about his safety. But as he is young motivated and exited he wants to go anyway and thinks he will figure out and AIESEC will anyways help him. What do you think he can rely on?
    21. 21. Duty of Care • As provider of programs that sends students abroad we have to take certain measures to fulfil our duty of making our customers aware of what situation they are getting into and what they need to do and how we help them • From analysing our NPS comments we see that this is not always the case and that often EPs are in unsafe conditions while they are abroad
    22. 22. AIESEC Safety
    23. 23. What we plan to do • Have a professional partner to ensure safety standards and support in our exchange programmes • Ensuring every EP has a travel insurance for his stay abroad • Establish safety policies for exchange programmes, members and conferences
    24. 24. Partner for safety
    25. 25. Why international SOS
    26. 26. What we want to do together
    27. 27. Prepare and prevent as priority
    28. 28. What AIESEC can not provide • Expertise in health and travel risk • 24/7 hotline for emergencies • Global coordination between safety stakeholders (hospital, embassy, contact person) • Ability to know movement of every EP
    29. 29. EP Insurance • We want to make EP insurance mandatory for every EP • Depending on country reality the solution can look differently • Want to ensure that every EP has access to insurance
    30. 30. Global solution • Offer from insurance partner of international SOS standardized offer for EP insurance • Two models for GIP and GCDP • Independent of country of origin and destination • Affordable for every student
    31. 31. Next steps • Present during VLM the projects • Make EP insurance mandatory by IPM • Countries develop their own process for ensuring every EP has insurance • Present Intl SOS services • Make entities join the global membership of Intl SOS • By summer 2013 all EPs should recceive Intl SOS membership services – standard of the programme
    32. 32. Safety
    33. 33. CLS Part II: Standards We don´t fulfill because we don‘t know
    34. 34. Safety Safety Standards Satisfaction
    35. 35. Safety Standards
    36. 36. We Don’t Fulfill Because We Don’t Know • Current Reality: No clear analysis or measures of delivery of the Standards One of the main reasons of why we have unsatisfied customers Membership are not clear with what are the standards and why is it important to fulfill them Safety Standards
    37. 37. Ensuring that the programs that we provide to our students are: We ensure that all our students have the experiences that meet the standards set and that every member delivers on that Safety
    38. 38. Current KPIs Safety % of exchange experiences that meet the standards
    39. 39. ROAD MAP! - Research | Late October and November 2013 - Steering Team Input | November 2013 - AI Team Input | November 2013 - ICB Summit | December 2013 - Launch | IPM 2014
    40. 40. Safety
    41. 41. Satisfaction (Customer Experience Management) CLS - Steering Team – November 2013 Rotterdam, the Netherlands
    42. 42. CLS Part III: Satisfaction We don´t improve because we don‘t listen
    43. 43. Safety We promise to put our people first, and we won’t accept anything less
    44. 44. CLS Plan for 2013/2014 Safety Safety Standards Satisfaction International SOS Standards Definition Culture Building Insurance Measuring & tracking standards delivery Network Education Safety Policy & Guidance ICB role and evolution Global CEM Improve systems
    45. 45. Safety Customer Experience Management • The practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.
    46. 46. Safety NPS The data CEM How to transform data into action Customer loyalty The end result we want to achieve
    47. 47. Safety How are we making this happen?
    48. 48. Safety Behavior + System = Change
    49. 49. Safety Culture Building
    50. 50. Safety How many of your LCs are using the NPS system right now?
    51. 51. Safety Engage Respond Promote Fire fighting Customer centric culture Process Promoter strategy improvement Response rate Product development
    52. 52. 4 Tips for MC to implement CEM 1 Safety Make it a „thing‟ 2 Educate 3 Allocate responsibles 4 Track, analyse & act!
    53. 53. MC 1 Engage Respond Promote Safety Make it a „thing‟ •Customer centric behavior: CLS at every communication channel (Conf session, visit agenda, newsletters etc) •Incentive systems: challenges, games, awards etc •Policies: membership criteria, compendium, other rights etc
    54. 54. MC Engage 2 Educate •Conferences •LC Visits •Webinars Respond Promote Safety
    55. 55. MC Engage 3 Allocate •MC Responsible Respond Promote Safety responsibles -MCP/OD/Operation overall responsible -NST structure to support -Implement by every MC VP GCDP/GIP/TM •LC Responsible -LCP overall responsible -Implement by every LC VP GCDP/GIP/TM
    56. 56. MC 4 Engage Respond Promote Safety Track, analyse & Act! Tracking > To de done on a weekly basis > Check which LCs are not following up on open cases and take action > Check which LCs have good practices around fire-fighting and showcase it Analysis > To de done on a weekly basis > Are we decreasing or increasing the number of open cases? Why? Take action! > Are the cases coming mostly from an specific entity? Why? Take action! > Are the cases open around the same issue/complaint? Input for process improvement and product development!
    57. 57. Safety Want even more detailed “How”?
    58. 58. Safety Engage Respond Promote Fire fighting Customer centric behavior Process Promoter strategy improvement Response rate Product development
    59. 59. Safety
    60. 60. Safety
    61. 61. Safety Engage Respond Promote Fire fighting Customer centric behavior Process Promoter strategy improvement Response rate Product development
    62. 62. Fire fighting flow Safety
    63. 63. Safety
    64. 64. Safety
    65. 65. Safety
    66. 66. Safety Engage Respond Promote Fire fighting Customer centric behavior Process Promoter strategy improvement Response rate Product development
    67. 67. Safety
    68. 68. Safety
    69. 69. Safety
    70. 70. Co-delivery Safety
    71. 71. Safety
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