Your SlideShare is downloading. ×
0
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
CEM - Customer Experience Management for oGCDP
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

CEM - Customer Experience Management for oGCDP

231

Published on

Material by Susy Ayasta

Material by Susy Ayasta

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

  • Be the first to like this

No Downloads
Views
Total Views
231
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
4
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  1. CEM oGCDP Summit Summer Susy Ayasta
  2. oGCDP Summit Summer ¿Qué es CEM? Costumer Experience Management
  3. oGCDP Summit Summer ¿Qué involucra? ¿Con qué se trabaja? Co-delivery Issues Segmentation Lead for EPs NPS
  4. Co-Delivery Pre Exchange During Exchange Pos Exchange Sending EntitySending Entity Hosting Entity Hosting Entity Extreme work Extreme work Extreme work Low Responsibility Low Responsibility Low Responsibility Shared Responsibilities
  5. oGCDP Summit Summer ¿Qué involucra? ¿Con qué se trabaja? Co-delivery Issues Segmentation Lead for EPs NPS
  6. oGCDP Summit ¿Qué hay detrás de los números?
  7. oGCDP Summit Experiencias
  8. oGCDP Summit ¿Cuál es la mejor experiencia que has entregado hasta ahora? ¿Quisieran que más personas vivan este tipo de experiencia?
  9. oGCDP Summit ¿Por qué Costumer Experience? ¿Por qué nos debe importar?
  10. oGCDP Summit …Porque tenemos que captar muchos Eps… …Tenemos que saber qué es lo que quieren y cómo entregarles las mejores experiencias…
  11. oGCDP Summit Summer ¿Sabemos que tipo de experiencias estamos entregando? Aún no…..
  12. oGCDP Summit Summer La solución es….
  13. oGCDP Summit NET PROMOTOR SCORE http://www.youtube.com/watch?v=bH242Nc5GHA
  14. oGCDP Summit NET PROMOTOR SCORE NPS se basa en que los clientes de una organización se pueden divider en: • Promoters • Passives • Detractors Con ello también podemos ver comentarios, feedbacks y data numérica
  15. oGCDP Summit NET PROMOTOR SCORE 100 respuestas – 60: Entre 9 -10 | 60% – 20: Entre 7-8 | 20% – 20: Entre 6-0 | 20%
  16. oGCDP Summit NET PROMOTOR SCORE ¿Cuando las envian? – Matched – Realized – Complete
  17. oGCDP Summit ¿Qué más? Comentarios de los EPs % de Respuestas Fire Fighting Cases
  18. oGCDP Summit Summer If we want to grow 200% in ELD, we NEED to increase our Customer Loyalty!
  19. oGCDP Summit Summer Why? Design Data Collection Analysis / Reporting Actions / Operations CEM¡¡¡En todo los niveles!!! ¡¡¡Dónde las ACCIONES SUCEDEN!!! AIESEC Internacional
  20. oGCDP Summit Summer MoS KPI KPIKPI MoS for Quality
  21. oGCDP Summit Summer Net Promoter Score Cases Closed / Cases Open % of Promoters Response Rate Nuestra Capacidad para responder rápido y efectivamente a las necesidades de nuestros Eps Qué tan “Enganchados” están nuestros EPs con AIESEC Que tan bien estamos creando experiencias de calidad

×