Customer loyalty

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Customer loyalty

  1. 1. Customer Loyalty MAX Wednesday, 6 November 13
  2. 2. Who are our customers? Wednesday, 6 November 13
  3. 3. Why should we care about Customer Loyalty? Wednesday, 6 November 13
  4. 4. Why are our partners important? Wednesday, 6 November 13
  5. 5. Youth leadership is enabled by partners Wednesday, 6 November 13
  6. 6. Wednesday, 6 November 13
  7. 7. = Wednesday, 6 November 13
  8. 8. Loyal Customers Wednesday, 6 November 13 =
  9. 9. Loyal Customers Wednesday, 6 November 13 =Long Term Partners
  10. 10. co-develop leadership Loyal Customers Wednesday, 6 November 13 =Long Term Partners
  11. 11. More and Better Experiences co-develop leadership Loyal Customers Wednesday, 6 November 13 =Long Term Partners
  12. 12. More and Better Experiences share our vision co-develop leadership Loyal Customers Wednesday, 6 November 13 =Long Term Partners
  13. 13. More and Better Experiences understand the purpose of learning share our vision co-develop leadership Loyal Customers Wednesday, 6 November 13 =Long Term Partners
  14. 14. understand the calibre of the network More and Better Experiences understand the purpose of learning share our vision co-develop leadership Loyal Customers Wednesday, 6 November 13 =Long Term Partners
  15. 15. more challenging Job descriptions understand the calibre of the network More and Better Experiences understand the purpose of learning share our vision co-develop leadership Loyal Customers Wednesday, 6 November 13 =Long Term Partners
  16. 16. 3x Wednesday, 6 November 13
  17. 17. 3x Wednesday, 6 November 13 more resources to a raise a new partner than to retain a current one
  18. 18. Wednesday, 6 November 13
  19. 19. 80% 20% Wednesday, 6 November 13
  20. 20. 80% business customers 20% Wednesday, 6 November 13
  21. 21. what is customer loyalty? Wednesday, 6 November 13
  22. 22. what is customer loyalty? “Customer loyalty is all about attracting the right customer, getting them to buy, buy often, buy in higher quantities and bring you even more customers.” Wednesday, 6 November 13
  23. 23. what is customer loyalty? “Customer loyalty is all about attracting the right customer, getting them to buy, buy often, buy in higher quantities and bring you even more customers.” “Treat others how you would like to be treated.” Wednesday, 6 November 13
  24. 24. Share experiences of what some people say about partners. What are the common things that our partners say... Lack of responsiveness Limited Traineeship When we asked a partner if they’d take on a trainee again they said, maybe? How do we treat our partners? Is this really want our partners to think of us? What do our trainees say? Wednesday, 6 November 13
  25. 25. Wednesday, 6 November 13
  26. 26. CUSTOMER RETENTION Wednesday, 6 November 13
  27. 27. PARTNERSHIP UPSCALING CUSTOMER RETENTION Wednesday, 6 November 13
  28. 28. CUSTOMER LOYALTY PARTNERSHIP UPSCALING CUSTOMER RETENTION Wednesday, 6 November 13
  29. 29. Customer loyalty doesn’t just happen... Wednesday, 6 November 13
  30. 30. Customer loyalty doesn’t just happen... we have to build it! Wednesday, 6 November 13
  31. 31. Why are our Trainees important? Wednesday, 6 November 13
  32. 32. It’s also about putting yourself in the trainees shoes. How would you like to be treated. Wednesday, 6 November 13
  33. 33. “Treat others how you would like to be treated.” It’s also about putting yourself in the trainees shoes. How would you like to be treated. Wednesday, 6 November 13
  34. 34. “Treat others how you would like to be treated.” It’s also about putting yourself in the trainees shoes. How would you like to be treated. Wednesday, 6 November 13
  35. 35. Where we fail to deliver our promise Wednesday, 6 November 13
  36. 36. Highlight the key things that Trainees need support with: - accommodation - Visa - Preparation -Cultural integration Wednesday, 6 November 13
  37. 37. Some of the amazing experiences Wednesday, 6 November 13
  38. 38. Wednesday, 6 November 13
  39. 39. Wednesday, 6 November 13
  40. 40. How do we want to be known by our Customers? Wednesday, 6 November 13
  41. 41. Wednesday, 6 November 13
  42. 42. remarkable Wednesday, 6 November 13
  43. 43. remarkable trust worthy Wednesday, 6 November 13
  44. 44. remarkable trust worthy worth staying with year after year Wednesday, 6 November 13
  45. 45. our behaviours Wednesday, 6 November 13
  46. 46. our behaviours reliable Wednesday, 6 November 13
  47. 47. our behaviours reliable proactive Wednesday, 6 November 13
  48. 48. our behaviours reliable trustworthy proactive Wednesday, 6 November 13
  49. 49. our behaviours reliable trustworthy proactive Wednesday, 6 November 13 dynamic
  50. 50. our behaviours reliable proactive Wednesday, 6 November 13 resourceful trustworthy dynamic
  51. 51. how? Wednesday, 6 November 13 “CEPT”
  52. 52. how? Conversation Wednesday, 6 November 13 “CEPT”
  53. 53. “CEPT” how? Conversation Wednesday, 6 November 13 Engagement
  54. 54. “CEPT” how? Conversation Wednesday, 6 November 13 Engagement Product and Process Improvement
  55. 55. “CEPT” how? Conversation Wednesday, 6 November 13 Engagement Product and Process Improvement Talent Capacity
  56. 56. Ask who knows what the process is after raise. Process after raise? Wednesday, 6 November 13
  57. 57. Wednesday, 6 November 13
  58. 58. Raise Wednesday, 6 November 13
  59. 59. Raise Wednesday, 6 November 13 Match
  60. 60. Raise Wednesday, 6 November 13 Match Realise
  61. 61. Explain what they need to do once they’ve raised ie. sending the contracts over to me to sign. Creating the internal delivery timeline Raise Wednesday, 6 November 13 Match Realise
  62. 62. Partnership delivery Timeline and responsibilities Explain the value of creating this and why it is important as a tracking tool as well for members but also setting expectations with the company Wednesday, 6 November 13
  63. 63. Timeline for the whole sales process (raiseRe-reraise) Partnership delivery Timeline and responsibilities Explain the value of creating this and why it is important as a tracking tool as well for members but also setting expectations with the company Wednesday, 6 November 13
  64. 64. Timeline for the whole sales process (raiseRe-reraise) AIESEC’s Responsibilities Partnership delivery Timeline and responsibilities Explain the value of creating this and why it is important as a tracking tool as well for members but also setting expectations with the company Wednesday, 6 November 13
  65. 65. Timeline for the whole sales process (raiseRe-reraise) AIESEC’s Responsibilities partners responsibilities Partnership delivery Timeline and responsibilities Explain the value of creating this and why it is important as a tracking tool as well for members but also setting expectations with the company Wednesday, 6 November 13
  66. 66. Timeline for the whole sales process (raiseRe-reraise) AIESEC’s Responsibilities partners responsibilities partnership review timeline Partnership delivery Timeline and responsibilities Explain the value of creating this and why it is important as a tracking tool as well for members but also setting expectations with the company Wednesday, 6 November 13
  67. 67. Timeline for the whole sales process (raiseRe-reraise) AIESEC’s Responsibilities partners responsibilities partnership review timeline Partnership delivery Timeline and responsibilities Explain the value of creating this and why it is important as a tracking tool as well for members but also setting expectations with the company internal document Wednesday, 6 November 13
  68. 68. Timeline for the whole sales process (raiseRe-reraise) AIESEC’s Responsibilities partners responsibilities partnership review timeline Partnership delivery Timeline and responsibilities Explain the value of creating this and why it is important as a tracking tool as well for members but also setting expectations with the company internal document Wednesday, 6 November 13 external document
  69. 69. Wednesday, 6 November 13
  70. 70. Raise Wednesday, 6 November 13
  71. 71. Raise Wednesday, 6 November 13 Match
  72. 72. Raise Match Sourcing Wednesday, 6 November 13
  73. 73. Sourcing - Available Forms tracker - DAAL Files -MYAIESEC.net : liking Eps, accept applications - Podio -IT GIP CLUSTER - Raising matchable Forms! Wednesday, 6 November 13
  74. 74. Sourcing - Available Forms tracker - DAAL Files -MYAIESEC.net : liking Eps, accept applications - Podio -IT GIP CLUSTER - Raising matchable Forms! 2 weeks MAX for 1st round of apps Wednesday, 6 November 13
  75. 75. Wednesday, 6 November 13
  76. 76. before send candidates through to company, ask to send you an eP Acceptance NOte! Wednesday, 6 November 13
  77. 77. Wednesday, 6 November 13
  78. 78. Co-Ordinating Interviews Wednesday, 6 November 13
  79. 79. Exchange company and EP acceptance note Agree on the start date Wednesday, 6 November 13
  80. 80. Match Exchange company and EP acceptance note Agree on the start date Wednesday, 6 November 13
  81. 81. Wednesday, 6 November 13
  82. 82. Visa logistics Tier 5 Visa Wednesday, 6 November 13
  83. 83. Wednesday, 6 November 13
  84. 84. expectation setting Wednesday, 6 November 13
  85. 85. expectation setting Wednesday, 6 November 13 Trainee handbook
  86. 86. expectation setting Wednesday, 6 November 13 Trainee handbook Support with Arranging travel
  87. 87. expectation setting Wednesday, 6 November 13 Trainee handbook Support with Arranging travel Airport pick up
  88. 88. expectation setting Phone Wednesday, 6 November 13 Trainee handbook Support with Arranging travel Airport pick up
  89. 89. expectation setting Phone Wednesday, 6 November 13 Trainee handbook national INsurance Number Support with Arranging travel Airport pick up
  90. 90. expectation setting Phone Wednesday, 6 November 13 Trainee handbook national INsurance Number Support with Arranging travel Accommodation Airport pick up
  91. 91. expectation setting Trainee handbook Support with Arranging travel Bank Account Phone Wednesday, 6 November 13 national INsurance Number Accommodation Airport pick up
  92. 92. expectation setting Trainee handbook Support with Arranging travel Bank Account Phone Wednesday, 6 November 13 Airport pick up Phone national INsurance Number Accommodation
  93. 93. expectation setting Trainee handbook Support with Arranging travel Bank Account Phone Wednesday, 6 November 13 Airport pick up Phone national INsurance Number Accommodation Cultural integration
  94. 94. expectation setting Trainee handbook Support with Arranging travel Airport pick up Trainee ReceptionPhone Bank Account Phone Wednesday, 6 November 13 national INsurance Number Accommodation Cultural integration
  95. 95. It’s about being the support net work for our trainees and culturally integrating them into the UK. Remember those shoes? Support Network Wednesday, 6 November 13
  96. 96. Wednesday, 6 November 13
  97. 97. Wednesday, 6 November 13
  98. 98. With our partners and Trainees Wednesday, 6 November 13
  99. 99. how? Wednesday, 6 November 13 “CEPT”
  100. 100. how? Conversation Wednesday, 6 November 13 “CEPT”
  101. 101. “CEPT” how? Conversation Wednesday, 6 November 13 Engagement
  102. 102. “CEPT” how? Conversation Wednesday, 6 November 13 Engagement Product and Process Improvement
  103. 103. “CEPT” how? Conversation Wednesday, 6 November 13 Engagement Product and Process Improvement Talent Capacity
  104. 104. Tips and Tricks Account Management Wednesday, 6 November 13
  105. 105. Visioning Wednesday, 6 November 13
  106. 106. How can we Engage more with our customerS? Group activity brainstorming how we can engage our partners & trainees. Wednesday, 6 November 13
  107. 107. Wrap Up 1. What is customer loyalty? 2. Why is it important? 3. How can we develop customer loyalty? 4. Key learning points from for the delivery process 5. How can we develop customer loyalty? 6. What can we do to engage our customers? Wednesday, 6 November 13

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